Hem Sati

Leadership: Oversee a team of 300+ employees responsible for providing end-to-end collection support to over 17 Banks and NBFCs.

Multifaceted Collections: Employ a comprehensive approach encompassing Field, Digital Campaigns, and Call Centre Support.

Fintech Innovation: Leverage cutting-edge fintech solutions to enhance loan collections and debt recovery for clients.

Digital Efficiency: Harness digital communication strategies to optimize collection processes, resulting in significant increases in collections.

Enhanced Customer Experience: Implement digital solutions that transform the customer experience, driving client satisfaction.

NPA Reduction: Contribute to a substantial reduction in Non-Performing Assets (NPAs) for clients, bolstering their financial stability.

Strategic Planning: Develop and execute comprehensive strategies and campaigns for the call center, integrating insights from digital and calling campaigns to drive optimal results.

Manpower Management: Spearhead hiring efforts and effectively manage the workforce, ensuring the team is adequately staffed and optimized for performance.

Call Center Setup: Solely responsible for setting up and establishing a successful call Center at other state & Location.

PAN India Field Collection : Responsible for PAN India Field collection. Vendors Management : Responsible for front line collection manpower & Vendors hiring at city leval.

Cost of Collection : Responsible for cost of collection and vendors payout.

• Delegated work to staff, setting priorities and goals.
• Assigned work and monitored performance of project personnel.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Analyzed business performance data and forecasted business results for upper management.
• Created and managed budgets for travel, training, and team-building activities.

• Compile data from all fields’ teams and check data accuracy for payment updating
• Prepare conversion report of filed cash pick up on daily basis and share with the same in internal and external teams
• Prepare performance reports of all associates on regular basis
• Pair Amount in customer account on same day within TAT
• Prepare final annexure file of complete amount of Axis bank account statement
• Validate and rectify receipt or amount if found wrong
• Resolve customer complaint or query within TAT
• Looking after the customer queries
• Responsible for segregation and distribution of data in Coordinators
• Responsible for all the activities of an outbound team of 40 coordinators
• Responsible for all the training and updates
• Major activities include collection calling on the basis of which barring and debarring happens
• Compilation of data after Tele calling and sending daily MIS Coordination with commercial for new updates
• Coordination with internal and external team.

• Department
• (Portfolio includes Verification of Vodafone post-paid connection, Background verification, home
• Verification.) Receive cases for the profile and data analysis
• Analyze the physical stability of the applicants in both residence and office to determine the feasibility of granting postpaid connection
• Obtain information’s from applicants through Tele calling
• Coordinating with the Field executive all Stages to captured the correct data and help to FE’s
• To ensure that the quality measures and turnaround time are met
• Rating the case according to the applicant's profile
• Submission of detail report of the applicant's profile.

• Call to customer regarding the Idea postpaid connection(New Number, MNP etc) Check the MNP code and update in system accordingly
• Achievements:
• Handled and settled 9 to 10 cities in PAN India level Successful in achieving multifaceted skills in Operations, Strategic Quality, Workflow
• Recruitment, Operational Quality and Training functions
• Training and Certifications, Basic Quality Training
• Customer Service Training
• Team Leading Essentials (TLE)
• Providing Effective Feedback, Coaching and Mentoring, Developing Self Excellence (DSE)
• Improving Interpersonal Skills
• Successfully done a process improvement project.

Leadership: Oversee a team of 190+ employees responsible for providing end-to-end collection support to over 5 Banks and NBFCs.

• Developed a system for tracking inventory and ordering supplies as needed.
• Coordinated with other departments to ensure smooth flow of operations.
• Collaborated with management on developing strategic plans for achieving business goals.
• Created reports on collection trends, inventory levels, and financial data.
• Resolved conflicts between team members in an effective manner.
• Monitored employee attendance records, timekeeping, and payroll information.
• Managed customer service inquiries and complaints in a timely manner.
• Supervised daily operations including scheduling shifts, assigning duties.

Client Management: Cultivate strong client relationships, serving as the primary point of contact and ensuring their needs are met while continuously seeking opportunities for improvement.

Multifaceted Collections: Employ a comprehensive approach encompassing Field, Digital Campaigns, and Call Centre Support.

Fintech Innovation: Leverage cutting-edge fintech solutions to enhance loan collections and debt recovery for clients.

• Ensured compliance with safety regulations and company policies.
• Maintained up-to-date knowledge of company products and services.
• Organized training sessions for new hires to familiarize them with the workplace environment.
• Conducted regular performance reviews for employees to identify areas of improvement.
• Provided guidance and support to junior staff members on daily tasks, projects, and objectives.

Digital Efficiency: Harness digital communication strategies to optimize collection processes, resulting in significant increases in collections.

Enhanced Customer Experience: Implement digital solutions that transform the customer experience, driving client satisfaction.

NPA Reduction: Contribute to a substantial reduction in Non-Performing Assets (NPAs) for clients, bolstering their financial stability.

• Cash Pick up and loan verification (Operation) Managing , handling and Developing of operation teams of entire Delhi/NCR (Team ofpeople, including Customer Service Associates, Senior Executives, and
• Coordinators,) KPI achievement, ensuring Process adherence, Implementing Procedures, Fulfilling
• Conversion, Periodical Audits, Coordination with various other functional Heads and updating them of developments, Career planning for team members, attrition Control, and Business Quality Analysis
• Conducting trainings at various levels for implementing Quality concepts and procedures within the business and process, project management for process improvement and reduction of non-value added procedures
• Managing day to day planning, operational challenges and solving problems of a team of agents
• Delivery of team collection targets and achieve quality and productivity
• Compiling reports of team performance, target Conversion, TAT and indicators
• Contribute to the initial hiring and selecting process of the front line
• People management including all HR related issues, as well as staff development
• Conducting performance appraisal for the team
• Operational management
• Managing the floor, adherence to schedule
• Ownership and problem resolution
• Call monitoring, responsible for delivery of the defined customer experience in every call
• Working with the business in identifying key fraud risk areas and advising of controls to minimize such risks
• Offers solution and suggestions for process and product improvement to management
• Responsible for productivity and efficiency of the team members
• Responsible for getting target level of performance from the team
• Manage Attrition and shrinkage (Manage roster plan and front line people management).