Harrish Roshan
Chennai
Summary
Results-driven consultant specializing in enterprise collections strategy and portfolio risk governance. Expertise in non-performing asset containment and digital collections analytics, leading teams of over 500 to optimize recovery performance and implement cost-saving strategies. Skilled in stakeholder engagement to drive operational improvements.
Overview
6
6
Languages
1
1
Certification
21
21
years of professional experience
Work History
Strategic Consultant - Collections Operations Transformation
Emerging BPOs
Remote
02.2024 - Current
- Partnered with Founders, Promoters, and CXOs to design and scale compliant, high-performing Collections and Risk organizations across Retail Banking, NBFC, Fintech, and Global BPO sectors.
- Established end-to-end Collections frameworks including SOPs, compliance architecture, risk governance models, and audit mechanisms aligned with RBI and global standards.
- Implemented data-driven performance dashboards and recovery analytics for Board-level reporting, facilitating strategic decision-making and enhancing portfolio transparency.
- Led digital transformation initiatives that strengthened delinquency control, automated repayment strategies, and enhanced early warning systems.
- Built and ramped operational teams of 500+ FTEs across India and international markets (US, UAE), aligning with client SLAs and regulatory guidelines to enhance operational capacity.
- Enhanced cost efficiency and workforce productivity through process automation, performance management systems, and lean resource optimization initiatives.
- Collaborated with technology, risk, and finance teams to strengthen PL performance, protect asset quality, and maximize recovery efficiency across secured and unsecured portfolios.
- Mentored mid-level managers and emerging leaders to foster a culture of accountability, compliance, and operational excellence within Collections.
Vice President - Operations, Collections, Fraud Credit Risk
Arthan Finance Pvt. Ltd.
Mumbai
07.2022 - 11.2022
- Executive owner of Pan-India Collections and Fraud Risk function managing 600+ Cr Assets Under Management (AUM) across Retail Banking, NBFC, and Fintech portfolios.
- Designed and executed national recovery strategy leveraging in-house teams and outsourced partner networks to maximize recoveries, reduce charge-offs, and optimize cost-to-collect ratios.
- Spearheaded delinquency reduction programs and enhanced roll-rate performance through advanced analytics, segmentation models, and early warning systems.
- Established preventive controls, audit frameworks, and real-time transaction monitoring systems to strengthen enterprise-level fraud risk governance.
- Collaborated with Credit, Legal, and Compliance functions to mitigate NPA exposure and recover stressed assets, ensuring healthy portfolio quality.
- Ensured end-to-end regulatory alignment with RBI and internal audit standards, enhancing governance, transparency, and brand risk protection.
- Implemented digital collection platforms and automation tools to streamline workflows and enhance data-driven decision-making.
- Collaborated with CXOs and Board stakeholders to review performance dashboards, align recovery strategies, and drive sustainable profitability.
Senior Manager - International Domestic Operations/Collections
Concentrix Technologies India Pvt. Ltd
Chennai
03.2021 - 07.2022
- Led large-scale Domestic and International Collections programs across Retail Banking, NBFC, Fintech, and BPO environments, ensuring consistent portfolio performance and compliance.
- Managed 200,000+ active accounts with a portfolio value exceeding 1500 Cr, enhancing delinquency control and recovery efficiency.
- Consistently delivered 100% target achievement month-on-month through strong team leadership, analytics-driven decision-making, and structured performance management.
- Recognized as Best Performer - 2021-22 for exceptional leadership in collections strategy, portfolio health, and client satisfaction.
- Achieved outstanding CX metrics with CSAT: 10/10 and ESAT: 4.5/5, reflecting superior customer engagement, employee experience, and service quality.
- Improved gross margins by 5% quarter-on-quarter through process re-engineering, performance analytics, and strategic resource optimization.
- Collaborated with senior stakeholders and global clients to align operational strategies with business goals, driving sustainable growth and enhancing service delivery.
Senior Manager - Retail Banking Collections
G.I. Retail Pvt. Ltd
Chennai
10.2018 - 02.2021
- Managed Pan-India Collections operations for multiple leading Banks and NBFCs, ensuring consistent portfolio performance, compliance, and cost efficiency.
- Led and mentored 100+ field and tele-collections professionals, fostering a high-performance culture focused on productivity, quality, and customer-centric recovery.
- Achieved 100% SLA adherence across collection buckets through structured monitoring, capacity planning, and process automation.
- Optimized workflows and contact strategies, aligning team KPIs with organizational goals and recovery targets to enhance operational excellence.
- Oversaw end-to-end customer service, dispute resolution, and payment follow-ups to enhance customer satisfaction and maintain strong client relationships.
- Collaborated with Credit, Risk, and Legal teams to streamline recovery processes, reduce NPA exposure, and strengthen compliance governance.
- Implemented performance dashboards and MIS tracking to monitor daily recoveries, agent productivity, and process efficiency across regions.
- Delivered consistent financial goal achievement through analytics-driven decision-making, effective resource utilization, and proactive portfolio management.
- Implemented digital collection tools and CRM integration for real-time tracking and improved data visibility, enhancing decision-making accuracy.
- Partnered with senior stakeholders and client leadership teams to align strategies, resolve escalations, and deliver sustainable portfolio growth across geographies.
Regional Manager - Collections Credit (South)
Sun Blues Pvt. Ltd.
Chennai
08.2015 - 09.2018
- Led Regional Collections operations with a 100+ member team across multiple zones, driving performance, compliance, and portfolio health in high-volume environments.
- Delivered an average monthly Rate of Recovery (ROR) of 12% through targeted recovery strategies, segmentation, and data-driven collection models.
- Optimized regional portfolio quality by implementing risk segmentation, skip-tracing enhancements, and data-led recovery prioritization models.
- Implemented collection analytics dashboards to track delinquency trends and agent performance, enhancing visibility for at-risk accounts.
- Conducted detailed Credit Risk analysis, budgeting, forecasting, and Compliance Assurance Planning (CAP) to optimize resource allocation and control operational costs.
- Coordinated with legal, audit, and internal stakeholders to streamline recovery workflows and manage litigation portfolios, resulting in timely case closures.
- Partnered with cross-functional leadership teams to align regional recovery strategies with organizational objectives and enhance operational efficiency.
- Collaborated with Finance and Strategy functions to forecast cash flows, enhance liquidity planning, and ensure alignment with corporate recovery objectives.
Assistant Manager - Collections
Citigroup Global Services Ltd. (Citibank)
Chennai
05.2005 - 06.2015
- Managed Domestic and US Mortgage Collections, Chargebacks, and Dialer Operations, ensuring process efficiency, compliance, and service excellence across global portfolios.
- Led and supervised 160+ collection professionals across field and tele-calling operations, driving recovery performance and maintaining strong operational discipline.
- Implemented automation and dialer optimization initiatives that improved right-party contact rates and reduced average handling time (AHT) for enhanced collection efficiency.
- Collaborated with cross-functional teams including Risk, Quality, and Training to strengthen audit readiness, reduce escalations, and sustain 100% compliance scores.
- Ensured zero discrepancies in RCSA, PRR, and internal compliance audits by implementing robust control mechanisms and process documentation standards.
- Ensured INFOSEC compliance, data security governance, and incident management protocols aligned with client and regulatory requirements.
- Developed and implemented performance dashboards and MIS analytics to monitor key metrics including DPD movement, roll rates, and agent productivity.
- Mentored team leads and supervisors to enhance leadership effectiveness, strengthen accountability, and foster a culture of continuous improvement and compliance.
- Received multiple awards for Collections Excellence, Process Innovation, and Agency Performance Management from senior leadership and client partners.
Education
Bachelor of Commerce -
GHNC OF COLLEGE-GULBARGA
Karnataka03-1992
Skills
- Enterprise collections strategy
- Fraud risk management
- Regulatory compliance
- Portfolio risk governance
- NPA containment
- Regulatory recovery frameworks
- Digital collections analytics
- Cost optimization
- Portfolio leadership
- Large team leadership
- Stakeholder engagement
- Customer-centric recovery models
Certifications And Rewards
- RBI-Aligned Debt Recovery (100 Hours)
- AML / KYC Compliance
- Certification of Achievement in Advanced Excel training by Skill-nation
- Code of Conduct Ethical Collections.
- Certification of Achievement in Microsoft Power BI.
Personal Information
Hobbies: Captain of the College Cricket Team and active member of the College Volleyball Team, demonstrating leadership and teamwork., Enthusiast in Personal Finance and Entrepreneurial ventures with a focus on business growth and financial literacy., Member of NSS and Scouts, contributing to social initiatives and community development programs., Passionate about Music, Sports, and Long Drives for creative balance and stress management., Travelling to new places and experiencing different cultures.
Born on the 10th day of the 1st month of 1972.
Married with a Son (B.Tech) who is employed in a MNC.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Tamil
Native
Native
kannada
Proficient (C2)
C2
Malayalam
Intermediate (B1)
B1
Certification
- Advanced Excel
- AML/KYC
- DIP
Accomplishments
- Best AM for 3 quarters
- Best Leadership award
- All time highest -ROR
Timeline
Strategic Consultant - Collections Operations Transformation
Emerging BPOs
02.2024 - Current
Vice President - Operations, Collections, Fraud Credit Risk
Arthan Finance Pvt. Ltd.
07.2022 - 11.2022
Senior Manager - International Domestic Operations/Collections
Concentrix Technologies India Pvt. Ltd
03.2021 - 07.2022
Senior Manager - Retail Banking Collections
G.I. Retail Pvt. Ltd
10.2018 - 02.2021
Regional Manager - Collections Credit (South)
Sun Blues Pvt. Ltd.
08.2015 - 09.2018
Assistant Manager - Collections
Citigroup Global Services Ltd. (Citibank)
05.2005 - 06.2015
Bachelor of Commerce -
GHNC OF COLLEGE-GULBARGA