Kapil Grover

Edutech : BYJU’s Think & Learn Pvt ltd : I play a key role in BTC Business & I am key member of BTC business strategic team & completely responsible to manage CLM & drive performances for customer Retention.

Job Responsibilities :-

On Business Front

· Customer Retention & churn management is part of my KRA

· Responsible for BTC Student retentions via larger teams across country for 50K student base

· 18 Team members directly reports into me

· Responsible for Improving the customers experience at various touch points like Onboarding, Student engagement, Academics and overall student Retention

· Weekly Business reviews with CBO to report weekly update on Refunds & Retentions

· Regular Interaction with Senior management for the formation & execution of quarterly business plan & target achievements

On Team front :-

· Responsible for the team development & regular trainings over product awareness & improvement of customer retention.

· As a routine exercise, I am responsible to share daily /weekly & monthly Performance update with my team to drive them through their targets.

· Team leaders under me are responsible for the following : Daily allocation @ agent level to drive retentions /Agent trainings/Team hurdles

On Customer front

· Responsible to manage critical customer complaints & social media escalations via dedicated teams

· Defined, implemented, and revised operational policies and guidelines.

· Have played pivotal role & been instrumental in drafting BTC Refund policy for the company

• Area Coverage : North & West Region | Team Size : 08
• Client Base : 400+ | Annual Business Volume : 17 crores
• Sales :-
• Spearheading Sales & Business Development for North & West India Markets by implementation of appropriate business strategy
• Set up GTM Plans for Business Development in following education sectors:- IELTS_Private Learning Schools / Universities / K12 / Distributors / Govt Bodies / Training & Placement Centers / OET
• Enhanced Market Penetration by developing a Productive Business Relationship With Key Accounts & Distributors in the Region
• Defining & Implementing Partner Strategy to Align Partners Business Plans / Operational Activities & Process with Organizational Business Strategy
• Base Management : Ensuring the retention & revenue growth from existing customer Base
• Responsible for OET Exam Venue Creation & Fulfillment
• Maintain and achieve healthy Top line and Bottom line in business
• Weekly & Monthly Business reviews with Teams & presentation to Business Head & MD
• Regular Interaction with cross function Teams i.e
• Finance for cost approval & with Product & Marketing Team for new product launch & Brand visibility in market
• COLLECTIONS ACCOMPLISHMENTS:-
• 100% collections activities are managed through in-house teams
• Highest Recovery achievement by the team in country by collecting overdue amount of 7.65 crores during Covid Period in FY2020-21
• Having best collections practices in industry of using legal tools for NPA recoveries of 90+ ageing old billings
• Key Achievements in Year 2020-21:-
• 12% YOY Base Growth
• Top 2 Universities on boarding for annual revenue of 75 lacs
• More than 95% Overdue Clearance against the annual billings
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Worked well in a team setting, providing support and guidance.

• INDIA
• Managed 30+ customer base of 11.5 mn with assured revenue of 133 mn for airtel Digital TV Business
• Managed B2B segment for corporate base of 5 lacs connections for annual billing of 10 cr
• My Responsibilities included managing Base Growth, Revenue Growth , B2B Business , Customer Retentions & Service
• Engaged in Circle level annual operational plan for retention of existing B2C and B2B Business net worth of 580 crores
• Responsible for overall revenue optimization through upsell & cross sell, handled outbound Contact centre for Retention & Service of existing customer base
• Leading end to end management of DTH channel partners to Increase the share of Gross adds and enhancing consumer experience
• Ensuring achievement of state wise target for share of gross adds; planning market activities / customer offers / retail incentive scheme in discussion with sales & Finance team
• Effectively managed online strategy for DTH, thereby revamping Pack schemes for DTH users i.e
• Managing fair share of Gross adds through Distribution / online monitoring inbound and outbound call centres to achieve targeted number & lead generation through Outbound Contact Centers & effective digital marketing
• Following are the sectors catered by us for Services & Retentions : Hotels/Hospitals/Govt Institutions & Residential societies
• B2B Key Accounts : THE TAJ / Marriott / OYO’s / Lemon Tree / The Lalit/ Hotel Oberoi’s / IHG Group / JSPL / NTPC / IFFCO / ULTRATECH CEMENT / INFOSYS / IIT KANPUR etc
• Team Size : 50
• Worked well in a team setting, providing support and guidance.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Demonstrated leadership skills in managing projects from concept to completion.
• Proven ability to learn quickly and adapt to new situations.

• Implemented the industry first Scorecard model (Predictive Churn Management) for managing churn and upselling
• Managed a large team of 5 direct reports & 225 indirect Reports on roll and 1300 FIELD Partners
• Responsible to drive retentions over 60+ suspended customer base to reduce churn
• Monthly Business Performance Reviews of Call Centers & Circles Teams
• Designed Call Center Dialer Strategies to Increase partner performance & customer Retentions
• Retentions cost management per customer & per partner
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Developed and maintained relationships with customers and suppliers through account development.
• Cross-trained existing employees to maximize team agility and performance.
• Accomplished multiple tasks within established timeframes.

Job Responsibilities : -

• Managed Corporate Billings & Collections for North Region
• Worked as B2B Collections Head in North Region for airtel landline business with customer base of 25K having 1.5 mn billing per month
• Key responsibilities to ensure base growth & recovery of bad debts
• Targets Setting at Account Manager level. Handled Team size ( 6 key A/c Managers) - Direct Reports
• Monthly Partner allocation of B2B Bad debt accounts for Target achievement

• Our Company was partnership Firm & I was one of the partner in agency used to managed Collections business wherein we used to drive collections & recoveries for unsecured loans
• Managed Personal Loans collections & Recoveries for multiple banks for NCR territories
• Average Portfolio size we handled per month was 7 cr & avg recovery rate was 1.5% in unsecured Loans/portfolios
• Ensured to run multiple collections campaigns & performance contest to increase collections in 60+ & 90+ buckets
• Skip Tracing : Increased our collections value via skip tracing activity in 90+ portfolio with the help of multiple tools

• Delhi_Ncr
• Responsible for managing 30+ delinquent pool for collections & Recoveries of unsecured loans (Business loans & Personal loans) for entire DEL_NCR region
• Team & Agency Management : managed the team of 5 collection managers & multiple agencies to ensure high performances in early & high both buckets to minimized the GCL impact
• Regular audits in agency to ensure compliance & COC are not breached
• Hiring & Attrition : Responsible for Agency & Team hiring and attrition and monitoring their performance as per the agreed KPI’s
• MIS Management : For better visibility for day to day performances, regular MIS circulation was ensured & created visibility of daily performances among inhouse teams & teams on Ground
• Business Reviews : used to Present complete Collections Reviews with depth analysis of customer repayment & default behavior to my RCM & NCM for my region
• Collections Strategy & NPA management : Were actively involved in forming collection strategies for my markets to cut down the NPA levels
• Vendor Management : Hiring & thoughtful selection of an Appropriate Vendor/collection agencies were one of my key parameters in order to stabilize the collections
• Were responsible to ensure High standards of integrity across all levels by performing cross audits at agency level & checking the customer repayment track

• Responsible for managing Billing & Recoveries of unsecured loans (Business loans/ Personal loans/Consumer Durables/TW/STPL) for the entire DEL_NCR region
• Team Management : Managed direct & indirect teams for collections (Direct Reporting of 5 collections manager under me & 6 agencies)
• Agency Management : Managed multiple agencies to ensure high performances in higher buckets in unsecured loans & also executed repossessions of Secured products (consumer durables)
• Managed GCL by ensuring low flows from 90+ buckets & higher win backs from 60+ buckets
• Regular audits in agency to ensure compliance & COC are not breached
• Hiring : Responsible for hiring and managing operations of various collection agencies and monitoring their performance as per the agreed SLA’s
• MIS Management : For better visibility for day to day performances, regular MIS circulation was ensured & created visibility of daily performances among inhouse teams & teams on Ground
• Presented complete Collections Reviews to RCM & Collections Head
• Were actively involved in forming collection strategies for my markets
• Vendor Management : Hiring & thoughtful selection of an Appropriate Vendor/collection agencies were one of my key parameters in order to stabilize the collections
• Were responsible to ensure High standards of integrity across all levels

• During this period, I was responsible for collections of unsecured products (Personal & consumer durable loans)
• Managed collections via multiple field agencies for 30+ &180+ ageing customers for flows & GCL both portfolios
• Ensured lowest flows from 30-60 (30% roll forward) & 35-38% roll forward in 60-90 bucket in personal loans collections
• Executed aggressive repossession & settlements for consumer durable products in 60+ buckets
• Presented Monthly & fortnightly reviews to collections RCM & Collections Head

• Auto Loans
• Responsible for Soft collections for Auto loans for all walk-in customers in Bank
• To ascertain the lowest 0-30 opening & 30+ risk in auto loan, did set up the process of sharing the priority information via sms activity & outbound calling the entire 0-15 delinquent pool for National Capital Region through our contact centers & local agencies
• Responsible for all losses and delinquencies for the region.