Jinesh Gopalkrishnan Nair
Mumbai
Summary
Dynamic Senior Manager with a proven track record at Piramal Realty, excelling in cash flow management and process improvement. Recognized for enhancing collection strategies and driving team performance. Adept at cross-functional coordination and analytical thinking, I consistently deliver results that exceed expectations while fostering strong customer relationships.
Overview
22
22
years of professional experience
Work History
Senior Manager
Piramal Realty
04.2019 - Current
- Collection Team formed to drive Collections
- Introduced Piramal Advantage to boost collections
- Cash flow management, liaising with respective stake holders and identify collection opportunities
- Also introduced Planning of AOP
- Monthly review meeting on progress versus plan
- Identifying disputes raised by customer and addressing it
- Ensured in creating data repository to identify the collection status of each customers
- Ensuring we connect with maximum default customers by call diversity
- Received the Award for good performance in first six months.
- Played a key role in reducing the default bucket
- Also instrumental in having the automations in place to have central repository of all information
- Introduced Collection Performance update to identify where an individual stand and at what daily rate he / she needs to collect to achieve the goal.
- Closely working with IT, to reduce human intervention for day-to-day activities of relationship managers to improve efficiency and customer experience
- Also worked with IT to have effective call routing set up for Managers
- Also initiated case management system to have records of all interactions
- Recently managing the sales function as well, ensuring maximum closure happens at Site
- Instrumental in deploying incentive scheme for sales team
- Ensuring adequate approval metrics for pricing
Manager
Lodha Group
05.2014 - 03.2019
- Prepares various reports from Salesforce & CTI
- Introduced the Scorecard for Relationship Manager which visualized the performance and helped the department to measure the performance which leads to improvement eventually, In process to introduce the scorecard at Department level
- Handling a team of 5 associates, who plays an imperative role in process improvement
- Received appreciation from Vice President of the Department for Introducing the Scorecard
- Meeting with clients having active conversation with customers to trigger the enhancement of the business
- Have automated most of the MIS reports.
- Conducts weekly meeting with process owners for process improvement
- Prepares various PPTs for Case management to identify the performance
- Instrumental in preparing Hiring Analysis and Staffing update for the department
- Materializing the Interaction performance as per documentation on SFDC
- Introducing the productivity tracker for Backend team to track the efficiency
- Worked in various database( SAP, Salesforce, CTI)
- Prepares Team performance in various level which helps to improve the efficiency
- Publishes various MIS to identify the performance, Bifurcated in Manager and Agent level
- Conducting various briefing sessions with the project teams about the challenges and action plans needed to take the organization at next level
- Prepares various Revenue related reports to show the trend and collection rate for the current year
- Provides various case management sessions to trigger the scope of improvement and educate the project teams about the importance of Case management
- Indentifying the Lead base for Loyalty Deals (Sales) and informs the respective project teams to target the set deals for Loyalty activation(Sales)
- Communicating with process owners to build a new work structure
- Various Reports and analytics have been placed which show the current standing and remedies on how to move to next level step by step
- In process to build a analytics team within the organization
Sr. Analyst in Work Force Management (WFM)
ZENTA PVT LTD (Now Known as NCO India)
07.2012 - 05.2014
- Managing 3 LOBs simulataneouly in process improvement and handling a team of 4 analyst
- Single Point of Contact for all 3 LOBs in WFM
- Communication with clients and process owners to build a new work structure
- Reports and analysis which show the current standing and remedies on how to move to next level step by step
- Involved in vital information such as Incentive payout and Bonuses payout which is published from my end
- Constant communication with process owners to define payout structure to motivate associates to work harder and also take care major costs are not involved in Organization level
Executive in Client Servicing
ZENTA PVT LTD (Now Known as NCO India)
04.2008 - 07.2012
- Managed client related tasks
- Managed 2 Accounts for Client Servicing simultaneously
- Process ramped from 10 sitter to 25 sitter for one of the account on the basis of Performance
- Managed Client requirements efficiently
- Met the expectations of the Clients by achieving the monthly goals.
- Responsible towards conducting sessions with operations and Clients to understand the strengths and weakness as per the current standings
- Worked hand in hand with operations to meet the Client goals
- Single point of contact for the process for Clients
Senior Customer Relationship Associate (Sr.CRA)
ZENTA PVT LTD (Now Known as NCO India)
01.2006 - 04.2008
- Roles & responsibilities as above.
- One of the top 5 performers for major part of my tenure
- Coaching the New Joiners on the Floor
- Brief the associates on how to implement new talk offs to increase productivity
- Promoted to Client Servicing Department as Executive
Customer Relationship Associate (CRA)
ZENTA PVT LTD (Now Known as NCO India)
11.2005 - 01.2006
- Tale sales for Chase Bank.
- Consistently Meeting Targets
- Meeting the quality parameters.
Sales Executive
I2I Enterprise
01.2004 - 12.2004
- As a Sales executive my job role is involved in handling different type of products like online shopping, after sales service, McDonalds, Dominos
Education
B.Com -
Mumbai University
Mumbai 03.2007
Higher Secondary Education (HSC) -
Maharashtra State Board
Mumbai 03.2004
Secondary SSC -
Maharashtra State Board
Mumbai 03.2002
Skills
- Verbal and written communication
- Cash flow management
- Process improvement
- Collection strategy
- Customer relationship management
- Problem solving
- Analytical thinking
- Strategic planning
- Cross-functional coordination
- Database development
- Data-driven decision making
- Attention to detail
- Computer skills
- Active listening
- Team motivation
- Supervisory skills
- Leadership
- Interpersonal skills
Accomplishments
- Achieved Rewards & Recognition in Sales for the quarter
- Achieved Rewards & Recognition in Client Servicing as Superstar of the Quarter
- Ranked top 3 amongst the team for major part of 2013
Cell Phone Number
+971565527768
+919821746547
Languages
- English: Read, Write, Speak, Listen.
- Hindi: Read, Write, Speak, Listen.
- Marathi: Read, Write, Speak, Listen.
- Malayalam: Speak.
Extra Curricular Activities Hobbies
- Participated in acting competition in school
- Played Volleyball in School level
- Interest in Outdoor games.
Personal Information
- Father's Name: Gopalkrishnan Nair
- Date of Birth: 11/07/86
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Timeline
Senior Manager
Piramal Realty
04.2019 - Current
Manager
Lodha Group
05.2014 - 03.2019
Sr. Analyst in Work Force Management (WFM)
ZENTA PVT LTD (Now Known as NCO India)
07.2012 - 05.2014
Executive in Client Servicing
ZENTA PVT LTD (Now Known as NCO India)
04.2008 - 07.2012
Senior Customer Relationship Associate (Sr.CRA)
ZENTA PVT LTD (Now Known as NCO India)
01.2006 - 04.2008
Customer Relationship Associate (CRA)
ZENTA PVT LTD (Now Known as NCO India)
11.2005 - 01.2006
Sales Executive
I2I Enterprise
01.2004 - 12.2004
B.Com -
Mumbai University
Higher Secondary Education (HSC) -
Maharashtra State Board
Secondary SSC -
Maharashtra State Board
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