Deepak Kumar

Leading a team of 50 employees and managing a portfolio worth over £2000MM annually for a media client with multiple stakeholders across various locations. I ensure operational delivery through leadership, strategic direction, and day-to-day management. My key responsibilities include:

• Providing Leadership and Strategic Direction : Ensuring effective operation delivery by offering leadership and strategic direction.
• Identifying Business Impact and Cost Benefits : Driving optimization by identifying opportunities for business impact and cost benefits.
• Team Motivation and Development : Leading and motivating the team in a hybrid work setup through 1:1s, behavioral and customer-handling coaching, and individual development plans.
• Talent Development and Performance Management : Developing talent and managing team performance to meet and exceed client satisfaction goals. Implementing performance goals, monitoring, and evaluating against pre-set goals.
• Performance Improvement : Reviewing and analyzing performance metrics to identify areas of opportunity and implementing action plans to resolve performance barriers as needed.
• Schedule Management : Managing schedules, monitoring adherence, planning time-off, and overseeing attendance in partnership with Workforce Management.
• Client Representation and Continuous Improvement : Representing the Voice of the Customer during client visits and participating in continuous improvement initiatives to address systemic problems.
• Professionalism and Time Management : Maintaining a positive and professional demeanor, effectively managing sensitive issues, and demonstrating excellent time-management skills. Working independently while utilizing departmental resources, policies, and procedures.

I am responsible for conducting monthly performance reviews and providing feedback for new hires and team members. My key responsibilities include:

• Performance Management : Setting performance goals for each Credit Controller to address challenges, conducting monthly performance reviews, and providing feedback.
• Task Delegation and Deadline Setting : Delegating tasks and setting deadlines to ensure efficient workflow.
• Stakeholder Engagement : Managing monthly calls with OP brand CFOs and financial controllers to discuss potential bad debt items and recommend actions.
• Reporting : Preparing month-end reports, such as ADR and Bad Debt Provision, and publishing them to the business and RTR team.
• Collections Oversight : Tracking calls and follow-ups conducted by each Credit Controller in Collections.
• Team Development : Conducting One-on-One meetings, planning succession, managing leave planners, and ensuring timely appraisals of team members.
• Cross-Training : Cross-training team members on portfolios and dispute management to enhance team capabilities.
• Recognition : Recognizing and celebrating team and individual accomplishments and exceptional performance.

These responsibilities help ensure that my team operates effectively, meets performance goals, and remains engaged and motivated.

As a Team Leader for 10 collectors managing a combined portfolio of $40MM and various stakeholders, I have ensured zero escalations despite 60% of the team being new hires. Some of my key achievements and responsibilities include:

• Leadership Recognition : Nominated by Genpact Leadership to participate in an all-day collections planning session with the client, providing inputs to finalize the collections strategy.
• Training Optimization : Redesigned the new hire learning path, reducing training hours by 50% (from 30 days to 15 days).
• Performance Achievement : Consistently achieved quarterly past due reduction targets for three consecutive quarters, reducing past due amounts from $25MM to $21MM.
• Initiative and Collaboration : Initiated bi-weekly calls with AR Managers, Dispute Managers, and Billing Teams to target and reduce 180+ days aged invoices.

I was responsible for handling calls from British clients, addressing their queries related to energy (Gas and Electricity), and collecting due and non-due payments on their accounts. My key responsibilities included:

• Customer Satisfaction : Ensuring high customer satisfaction (CSAT rate) by effectively resolving client queries.
• Efficiency Metrics : Maintaining an optimal Average Handling Time (AHT) to ensure efficient service delivery.
• Time Management : Completing 8 hours of Time on System (TOS) each day to meet productivity targets.

• I was responsible for resolving technical queries for a UK telecom company, ensuring high customer satisfaction (CSAT) and achieving a high rate of First Time Resolution (FTR).

• My core responsibility was to raise and dispatch invoices for a USA insurance client.