Nineteen years of expertise in collections management, specializing in credit cards, merchant loans, and personal loans. Proficient in staff leadership, budget management, vendor onboarding, and training. Strong track record of managing diverse projects and processes, enhancing efficiency in collections and dispute resolution.
Hi, I’m
Fuzel Khan
Mumbai
Summary
Overview
23
years of professional experience
Work History
Spocto - Yubi X Company
Associate Vice President (Pan India)
03.2025 - 07.2025
Job overview
- Managing PL Collection with Span of 45 plus Team Members with Inhouse staff FOS 400 plus and Agency Management. Unsecured Product PL Bkt X , Bkt 1 , Bkt 2 Travelling and Regular reviews with Teams.
PAYTM One97 Communication
Regional Collection Manager (West ZONE)
10.2022 - 02.2025
Job overview
- Multiple Buckets Personal (Loans) Lending Collection. Location Maharashtra, Gujarat & MP with 2 ACMs and 10 Managers & 13 Agencies handling Personal Lending Collections with platform of Vendor’s and collection team ALL DRA FOS and Tele-callers. Maharashtra, Gujarat & MP. Customers Personal Lending for West Region with allocation of 110 Cr in Bkt-1 & total 147cr spread in 4 buckets (30-60 / 60-90 / 90-180 / 180+) 22 Cr 90+ pool. Regular review, Agency visits, Location Traveling once in month at all places, Reviews with Team, Agency empanelment and planning and strategy management.
PAYTM One97 Communication
Executive Collection Manager
03.2022 - 10.2022
Job overview
- Handling Merchant lending customer with platform of Vendor’s and collection team FOS and Tele-callers / Bucket Managers. Customers Merchant Lending for West & South Region with allocation of 2.5cr in Bkt 1 & total 15cr spread in 4 buckets (30-60 / 60-90 / 90-180 / 180+) 12cr 90+
PAYTM One97 Communication
Area Collection Manager (Area Head)
02.2021 - 03.2022
Job overview
- Merchant Lending Collection Handling Merchant lending customer with platform of Vendor’s and collection team FOS and Tele-callers / Bucket Managers. Customers Merchant Lending for West region with allocation of 4.72 CR in total spread in 4 buckets (30-60 / 60-90 / 90-180 / 180+) Liaising with Operation and handling disputes and closing on time. Auditing Settlements, Agency billing & Regular Review with team & Bucket Managers.
Bajaj Finance Ltd.
Senior Area Collection Manager
09.2019 - 02.2021
Job overview
- Multiple Buckets Credit card collection Handling Vendor’s - Vendor Management with Manager and Bucket Managers. Customers CC for West region with allocation of 9.72 CR in total Liaising with Operation and handling disputes and closing on time. Auditing Receipt book, agency billing & Review with team.
Kotak Mahindra Bank
Deputy Manager
12.2015 - 09.2019
Job overview
- Personal loan & Credit card collection process & Dispute Process Handling Vendor’s - Vendor Management Customers for PL and CC for West region. Liaising with Operation and handling disputes and closing on time. Auditing Receipt book, agency billing & Review with team. Also Managing Penal Allocation for Personal loan & giving Solution for dispute cases
Altius Customer Care
Assistant Manager Operations Process
01.2015 - 12.2015
Job overview
- Handling multiple processes Lifecell, Healthspring (Inbound / Outbound Process) Customer care inbound / Pre-Sales / Tele-Sales. Email support / Issue resolution process / Welcome Call.
Hinduja Global Solutions
Assistant Manager Customer Sales & Disputes Process
06.2014 - 01.2015
Job overview
- Managing a Team of 60 FTEs with 4 TLs , 2 QA and a Trainer. Engaging with QA on Audit & Adhering Audit and compliance. Rewards & Recognition. Managing the Outbound Sales Process / Achieving SLAs targets and call quality. Liaison with other functions & external vendors in developing and overseeing the implementation of support strategies to service existing / potential clients.
Bajaj Allianz Life Insurance co.ltd
Sr Sales Manager
10.2013 - 05.2014
Job overview
- Dealing with corporate sector and engaging with companies employees. Understanding their need and selling appropriate insurance as per requirement.
HSBC
Assistant Manager
11.2011 - 09.2013
Job overview
- Credit Cards (Secured E Messaging) Ensuring all transactions is processed within the agreed SLA. Ensuring unit maintains 98% processing error free. Monitoring the risk within the unit and report any such. Producing analytic performance report at both individual & unit level. Ensuring adherence to bank policy, behaviour competencies and frame work. Attending to regular audit report and address any observations Ensuring monitor unit activity against AML policy and fraud free.
HSBC
Assistant Manager
07.2008 - 11.2011
Job overview
- Credit Cards Tele-calling Process Ensuring successful achievements of the set targets. Strategizing and Planning daily activities for the team. Analyzing MIS to track Efficiency and effectiveness at team and individual level. Auditing internal procedures & processes of the department. Quality coaching and counseling of team by regular barging in to calls taken.
HSBC
Tele calling Agent
10.2006 - 06.2008
Job overview
- Managing flows for cards West & North India through effective dialer calling. Establishing contacts with the delinquent customers. Identifying potentially high risk cases and allocating the same to Field verification agent at an early delinquent state. Resolving Customer queries and effectively handling customer disputes.
Global E Services
Customer Service & Sales Process
06.2005 - 06.2006
Job overview
- Job content UK process outbound, Calling Existing customers of different telecom service providers of UK and cross selling them services of XLN Telecom. Achievements Was awarded as a best Executive in December 2005 for selling maximum XLN telecom lines to existing customer of British Telecom (BT).
ICICI Lombard General Insurance Co. Ltd.
01.2003 - 01.2005
Job overview
- Sales officer (Gujarat) (Insurance Comprehensive) Job content - Establishing contacts through calling and Visit to MNC, Hotels, Companies, School and bank referral’s , Walk-in’s & selling Comprehensive insurance & investment products.
Education
Mumbai University InstituteMumbai
Bachelor of Commerce (B.Com)
01.2005
University Overview
Scores :- SSC 65% HSC 57% TYBCOM 35% Pass Class
Skills
- Debt collection strategy
- Integration for vendor & onboarding
- Executing strategic plan
- Team leadership
- Conflict negotiation methods
- Policy renewal
- Audit compliance assessment
- Consumer dispute management
Spouse
Spouse
Nikhat Fuzel KhanPersonal Information
Personal Information
- Date of Birth: 21-08-1980
- Marital Status: Married
Timeline
Associate Vice President (Pan India)
Spocto - Yubi X Company
03.2025 - 07.2025
Regional Collection Manager (West ZONE)
PAYTM One97 Communication
10.2022 - 02.2025
Executive Collection Manager
PAYTM One97 Communication
03.2022 - 10.2022
Area Collection Manager (Area Head)
PAYTM One97 Communication
02.2021 - 03.2022
Senior Area Collection Manager
Bajaj Finance Ltd.
09.2019 - 02.2021
Deputy Manager
Kotak Mahindra Bank
12.2015 - 09.2019
Assistant Manager Operations Process
Altius Customer Care
01.2015 - 12.2015
Assistant Manager Customer Sales & Disputes Process
Hinduja Global Solutions
06.2014 - 01.2015
Sr Sales Manager
Bajaj Allianz Life Insurance co.ltd
10.2013 - 05.2014
Assistant Manager
HSBC
11.2011 - 09.2013
Assistant Manager
HSBC
07.2008 - 11.2011
Tele calling Agent
HSBC
10.2006 - 06.2008
Customer Service & Sales Process
Global E Services
06.2005 - 06.2006
ICICI Lombard General Insurance Co. Ltd.
01.2003 - 01.2005
Mumbai University Institute
Bachelor of Commerce (B.Com)