Summary
Overview
Work History
Education
Skills
Personality Traits
Education Qualification
Personal Information
Extracurricular Activities
Training
Timeline
Generic

Imran Mustaq Shaikh

Digital, Calling and Field Collection Expert
Mira Rd(E)

Summary

Resourceful Leader offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

16 years Overall Experience in Collection, Team Handling, Training & Development, Transition Management, and specialization in Handling Digital, Tele-Calling, Phygital, Outbound sales & Recoveries and Collection. Worked with Leading Fintech/Insurance/Contact Centers in Collection, Sales, Training & Development Department. Creative, Quick learner and can adapt to various situations, so as to acquire good knowledge of company’s core businesses, markets, products & services and translate it in terms of sales, Good in problem solving skills and taking decisions. Proficient at managing & leading teams for running successful Collection, Sales and operations A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.

Overview

16
16
years of professional experience
1
1
Language

Work History

Associate Director (Digital Collection)

Credgenics PVT LTD
4 2022 - Current
  • End to End Setup and Transition of Digital Collection within the Organisation
  • Growth of 2X in Revenue and Profit in 2 years time span
  • Got Promoted from Senior Manager to Associate Director with 4 Rating (Exceed Expectations)
  • Have taken 2 appraisals with 3.5 Rating in past 2 years
  • Have helped to Organisation to Grow the Client base from 5 clients to 20+ with 50% increase in Business
  • Have handled 2 Digital Operation Centers in Mumbai and Noida (Head Office)
  • Under my supervision 1 Manger, 1 AM, 2 TL, 7 Campaign Analyst got promoted with Good Appraisal
  • 4 Times was awarded Best People Manager and 1 time Business Growth Driver award
  • Trained the complete Digital Team on Understanding of Client Allocation Data, Meaningful Data Analysis & Insights as per last Customer Behaviour and Digital Penetration Trend
  • Successful implemented Digital Strategy Library to understand Best Strategies to better Collection Performance
  • Implementation of Incentive & Employee Engagement activities and RNR Like Fun Friday and Open House and 1 on 1 sessions
  • Zero Client churn rate
  • Have handled Predue with 95% Clearance and Bucket 1 till 3 with 89% Resolution
  • We have also achieved ROR of 6% in Vintage pool
  • 30% reduction in cases going in NPA buckets
  • Feedback and suggestions to Organisations Tech team through Weekly Calls and F2F to improve Digital Collection Platform and working of the Digital Channels
  • Weekly and Monthly Performance meeting and calls with Internal and External Stakeholders to discuss performance and Way Forward through Review PPTs.

Collection Data Analytics and Strategy Manager

Spocto Solutions PVT. LTD
05.2021 - 04.2022
  • Digital Analyzing and Strategy building for the Collection Pool
  • Weekly/Monthly Campaign Planning as per Buckets and Segments
  • Digital Behavioural Analysis Reporting to the Stakeholders of the pool on weekly and monthly basis
  • Daily review of the Digital Journey to fix any dip in Resolution rate
  • Monthly MBR with Internal/External Stakeholders.

Zonal Collection Manager

Creditmate PVT LTD (Fintech Collection platform)
- 05.2021
  • Handling Pan India Collection through Network of regional agencies and Call Center
  • Currently handling Bucket 1 – 10+(Vintage recovery pool) for multiple NBFC/Fintechs/Banks
  • Pool analysis, Planning, Building and Implementation of various strategies to improve collection
  • Daily concalls with Relationship Managers zone wise as well as with Agencies to monitor performance, way forward, tracking of daily/weekly and monthly activity
  • Supporting Digital Campaign team with Campaigns enhancement support through pool analysis and SMS/OBD/Rule Engine data analysis
  • Weekly performance review with the team to understand the performance, challenges and solutions to uplift performance
  • Managing Two wheeler Collection and Repossession process/Auction/15 days Legal Notice to customers on Company own lending pool.

Handling Pan India Recovery of Write –Off cases for NBFC (IDFC FIRST BANK LIMITED) Formerly known as CAPITAL FIRST LIMITED

Epicenter Technologies Pvt. Limited
04.2018 - 06.2019
  • Handling Pan India Recovery of Write –Off cases for NBFC (IDFC FIRST BANK LIMITED) Formerly known as CAPITAL FIRST LIMITED
  • Handling a team of 20 agents with 1 Team Leader
  • Client Management
  • Successfully launched Incentives and RnR programme for Employee Satisfaction
  • Streamlined the process with Quality and Training team to increase overall ROR and conversion
  • Brainstorming and implementation of strategy to increase connectivity and conversion
  • Have been awarded Best Vendor for 2 Quarters in 2018.

Team Leader

Tata Business Support Services Limited
12.2016 - 04.2018
  • Handling Outbound Sales/0-14 Bucket Collections/Inbound Campaign for the Banking Process
  • Working on Dialers: Genesys and Avaya
  • Handling 2 campaigns with team of 40 Agents with 4% over all shrinkage
  • Daily interaction with internal and external stakeholders for increasing the overall process productivity
  • Currently handling the MIS for the process to showcase the revenue to the external Stakeholders
  • Successfully launched KPI for the agents and also Sessions on improving the Quality of the Team
  • Handled grievances for the Agents for the smooth working of the process.

Senior Team Leader

Intelenet Global Services LTD
04.2014 - 04.2016
  • Handling Outbound Sales Process for UAE Telecom Company
  • Have been awarded Best Team Leader for 3 Financial Quarters
  • Have successfully handled Team of 30 agents with less than 2% Shrinkage and Less than 2% Absenteeism for a Financial Year
  • Have successfully worked with Clients on projects for the improvement on the process and to increase the company and client revenue
  • Successfully worked on project to reduce process shrinkage via Retention and rewards programme
  • Handling client interaction for the process
  • Successfully supported agents from the team to grow and become Team Leaders
  • Daily interaction with internal stakeholders and senior management for increasing of overall process quality agent wise
  • Successfully conducted þ and Quality session for the process.

Branch Development Partner

Edelweiss Tokio Life Insurance
04.2013 - 01.2014
  • Conducting Knowledge & Skill Sessions for Employees & business associates
  • Conduct motivational and inspirational programs for Sales Managers and Advisors for achieving and exceeding sales targets
  • Coach and Mentor new and existing sales manages on exceptional customer services
  • Preparing Training Calendar & ensuring adherence to the same
  • Prepare, analyze and present management reports in monthly Management review meetings
  • Corporate presentations, Employee Engagement & Fun Learning Sessions
  • Supporting BH to make Branch strategy in achieving desired productivity
  • Clinics for retaining old agents & non performing agents.

Branch Training Manager

HDFC Life Insurance
03.2012 - 04.2013
  • Imparting Induction Training to newly joined and existing employees
  • Responsible for skill development of new joinees, as well as existing personnel by imparting training on soft skills, behavior skills, leadership, and team building
  • Organizing new initiatives and programs to support in improving the learning and capability development of the employees
  • Conducted more than 70 IRDA Refresher Batches across all regions of Mumbai with a passing ratio of 60%
  • Successfully conducted 0-3 Month Induction Program for SDM/BDM/ASM/SM
  • Successfully launched various initiatives in mapped branch for Front Line Sales and Financial Consultants
  • Worked with Circle head and Circle Manager to launch a Batch Launch Program for PFC and also have been part of Lead Generation Activities and Sambandh Meeting.

Consultant Trainer

Bharti Axa Life Insurance
02.2011 - 03.2012
  • Distinguished efforts towards managing the complete training operations in the organization for vendors
  • Actively involved in imparting process & product knowledge to new & existing Agents & Agency Managers
  • Orchestrated special: Motivational sessions for the Agents to keep their morale high
  • Clinics for SM /Agents for their particular development needs
  • Clinics for retaining old agents & non performing agents
  • Maintaining Training MIS & Joint Calls
  • Won the best Trainer’s award for shikhar conversion in agency channel
  • Won COA for achieving 90% passing R2P ratio
  • Successfully organized companies RnR programs on branch level
  • Worked with BSM’s and MOA’s successfully and made strategies for LA’s engagement, increment in footfall and business conversion
  • Introduction of LA Red Hours drive and LA Lounge for tele-calling with the help of script for phone and F2F appointment
  • Capable of conducting 3 refresher batches every month with 80% passing ratio.

Sr. CSA/Process Trainer

Firstsource Solution India Ltd
07.2008 - 01.2011
  • Giving Process Training to Customer Service Advisor
  • Training Sales Team on increasing customer satisfaction and productivity
  • Handholding on floor and analysing the input vs output.

Education

B.COM - Commerce

Mumbai University
Mumbai
04.2001 -

Skills

Team Handling and Building

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Personality Traits

  • Professional & unique approach towards work. I believe in changing the rules of game.
  • Good Analytical and presentation skills.
  • Excellent communication and interpersonal skills.
  • Willingness to work hard.
  • Good Grasping Power
  • Good Spirit and Attitude with Sound Management basics

Education Qualification

Bachelor of Commerce - Mumbai University - 2008

Personal Information

  • Date of Birth: 01/03/1987
  • Marital Status: Married

Extracurricular Activities

Successfully Organized two Power Drive Programs to increase VSAT. Successfully organized four Refresher and Product Trainings as per Client Requirement. Won 1st prize in Power Drive.Won 1st prize in Christmas card making competition across First source Solution and won 2nd prize in RnR held in 2009 in my current process.

Training

  • TTT (Product & Training Delivery)–Bharti AXA
  • Recruitment Workshop – Bharti AXA
  • TTT for SDM Induction and Productivity – HDFC LIFE
  • TTT for DM and PFA Induction and how to make Successful Entrepreneur – Edelweiss Tokio Life
  • Completed Creating Effective Dashboard Workshop
  • Completed Public Speaking Masterclass Workshop

Timeline

Collection Data Analytics and Strategy Manager

Spocto Solutions PVT. LTD
05.2021 - 04.2022

Handling Pan India Recovery of Write –Off cases for NBFC (IDFC FIRST BANK LIMITED) Formerly known as CAPITAL FIRST LIMITED

Epicenter Technologies Pvt. Limited
04.2018 - 06.2019

Team Leader

Tata Business Support Services Limited
12.2016 - 04.2018

Senior Team Leader

Intelenet Global Services LTD
04.2014 - 04.2016

Branch Development Partner

Edelweiss Tokio Life Insurance
04.2013 - 01.2014

Branch Training Manager

HDFC Life Insurance
03.2012 - 04.2013

Consultant Trainer

Bharti Axa Life Insurance
02.2011 - 03.2012

Sr. CSA/Process Trainer

Firstsource Solution India Ltd
07.2008 - 01.2011

B.COM - Commerce

Mumbai University
04.2001 -

Associate Director (Digital Collection)

Credgenics PVT LTD
4 2022 - Current

Zonal Collection Manager

Creditmate PVT LTD (Fintech Collection platform)
- 05.2021

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Imran Mustaq ShaikhDigital, Calling and Field Collection Expert