DHANANJAY Maurya

Operations Manager | Mumbai Center
Experienced Operations Manager overseeing a team of 120+ members with 7 Team Leaders, driving performance and operational excellence at the Mumbai center.

• Lead strategic planning and execution of digital campaigns to enhance customer connectivity and collection efficiency.
• Manage client coordination and ensure smooth operations to achieve collection targets.
• Oversee commercials, payout calculations, and invoicing processes, ensuring accuracy and timely closure of financial cycles.
• Conduct weekly portfolio reviews with team leaders to monitor performance, resolve challenges, and implement corrective actions.
• Drive process improvements, data-driven decision-making, and team engagement initiatives to achieve consistent growth and performance excellence.

Team Leader – Collections (HDFC PL)

• Led and managed a team of collection callers handling HDFC personal loans.
• Monitored daily calling activities to ensure target achievement and compliance with bank policies.
• Guided callers on effective customer communication, negotiation, and repayment follow-ups.
• Tracked team performance through call audits, reports, and productivity metrics.

Team Leader – Collections (Axis Bank PL and SBI Cards)

• Led and managed a team of collection callers handling Axis Bank accounts.
• Monitored daily calling activities to ensure target achievement and compliance with bank policies.
• Guided callers on effective customer communication, negotiation, and repayment follow-ups.
• Tracked team performance through call audits, reports, and productivity metrics.
• Conducted training and coaching sessions to improve recovery rates and call quality.
• Prepared daily and monthly MIS reports for management review.

Telecaller – Collections

• responsible of contacting customers to remind them of pending dues, follow up on payments, negotiate repayments, and ensure timely recovery while maintaining compliance and professional conduct.