Kaustav Chakraborty
Collection Governance Head
Kandivali East
Summary
Dynamic professional with 20 years of extensive experience in customer operations, credit, and collections within the telecom and finance sectors. Proven expertise in debtor management for both enterprise and retail customers, employing segmented collection strategies to enhance recovery rates and minimize revenue loss. Skilled in leading collection operations to ensure timely payments while implementing retention strategies that drive financial stability. Specialized in credit assessment and adept at overseeing projects from an operational perspective, utilizing Six Sigma methodologies to optimize processes and improve efficiency. Experience in setting up outsourced agencies (Centralize Collection & Bill Delivery, Call Centre and Channel Partner (E2E)) and seamless migration of the activities to Shared Service Centre Fraud management of the retail customers
Overview
22
22
years of professional experience
3
3
Languages
Work History
Collection Governance Head, Enterprise Business (Role – National Head)
Vodafone Idea Ltd
- Current
- Responsible for managing customer life cycle through policy & process improvement data analysis, regular audits and strategizing the holistic approach for complete Enterprise customer base and ensure the cash flow and reduction of AR balance & bad debts. Proven track record in intriguing and strengthen the collection strategies & techniques for team, keeping change management Go To Market approach in place through the support of six member team.
- Key Responsibilities
- Planning & executing the strategies on quarterly basis for the recovery of dues and reduction in bad debts
- Reviewing various data trends to identify the reasons for the fluctuation in the revenue and receivable which impact collections.
- Re-designing all Policies & Processes for the implementation, tracking and ensure 100% compliance
- Application of the collection score model and collection velocity model, which enables to strategize the collections follow up based on previous payment history barring / suspension history AO Net etc.
- Periodic review & audit of Dispute Resolution Team to ensure disputes are eased and resolved within TAT
- Periodic review & audit of Credit Control Team to ensure running activity is happening as per policy & within TAT
- Planning & executing complete vendor Management with allocation / target setting computation & its pay-out validation
- Effective validation of Master Database for 100% GST B2C tracking / IRN Failure & SEZ validation to ensure the compliance
- Reviewing the performance of the team member on regular basis and providing the guidance
National Collection Head, Enterprise FLX (Role – National Head)
Vodafone Idea Ltd
08.2016 - 03.2024
- Responsible for managing customer life cycle management and enterprise receivable portfolio of INR 1400 cr. annually, which includes the fixed line data as well as fixed line voice customer and ISP. Strategizing the holistic approach for customer service and dispute resolution to ensure the cash flow and reduction of bad debts.
- Key Responsibilities
- Planning & executing the strategies on monthly basis for the recovery of dues and reduction in bad debts through a 40 member team.
- Conducting personal visits to the customers with higher outstanding and reconcile with them on the outstanding issues and provide the customized solution for issues highlighted by the customer.
- Application of the collection score model, which enables to strategize the collections follow up based on previous payment history barring / suspension history AO Net etc.
- Developing action plans to contact the delinquent non-contactable customers based on the information provided in application form and previous collection feedback for recovery of outstanding.
- Initiating the relevant actions on the defaulting customers in coordination with sales, legal and customer service team.
- Resolution of disputes raised by customer by effective inter department tab-ordination and follow up.
- Guiding the team on agency management performance based on contact ratio, PTP obtained and PTP conversion rate.
- Effective implementation of GST to ensure the compliance.
- Managing the collection back office activities through centralized setup of Shared Service centre with the team of 8+ executives.
- Reviewing the performance of the team member on regular basis and providing the guidance.
- Performing credit assessment for new enterprise customers based on the financials submitted and credit bureau reports which are on boarded and providing adequate credit limit for usage monitoring.
Manager (Role – Collection Lead)
Tata Teleservices Limited
02.2015 - 08.2016
- Responsible for Account Management Billing / Collections, Cross Selling, Customer Service & Dispute resolution and ARR reduction through 3 member team.
- Key Responsibilities
- Conducting RCA to increase customer satisfaction & effective process adherence driving business and revenue outputs.
- Escalation Management for high bucket active customers
- Develop Process for various checks and controls in credit and collection management
- Ensuring maximum automation of processes related to Revenue assurance, Credit and Collection Management.
- Develop the Process to identify and handle exceptions / VIP exclusion category.
- Ensuring 1% Usage Bad Debt for Enterprise Business (Across segments).
Credit and Collection Lead
Reliance Communication Ltd
01.2010 - 01.2015
- Responsible for customer life cycle management collections, dispute resolution and fraud management control through team member at the enterprise business.
- Key Responsibilities
- Managing Current Bucket Collections and Bill Delivery process through a Centralized Call Centre and Channel Partners for Enterprise and Channel customers
- Ensuring collection of the billed value subscribers keeping bad debts within specified limits while maintaining low cost of collection.
- Mapping of complaints & queries and ensuring reduction by formulating appropriate strategies through root cause analysis.
- Responsible for Credit Management to ensure exposure is maintained within defined limits.
- Ensuring data control on Fraudulent Management (FMC) through high ILD usage monitoring and negative country calling.
- Analyzing & monitoring the performance of Agency Managers to improve performance of their portfolio.
- Performing audits for Quality Control Department ensuring adherence to rules & regulations of statutory / regulatory authorities and liaising with Statutory TRAI & Internal Auditors.
Assistant Manager, Retail Collections
Vodafone Essar Limited
08.2007 - 01.2010
- Handled all aspects of customer operations including life cycle management, collections, retention and churn management
- Administered activities like Agency Management, Target achievement for crash collection & bad debt & retention, Internal Audits for agencies, defining imparting training for OS & TCs.
Senior Executive, Retail Collections
GE Money
11.2006 - 08.2007
- Effectively led Credit Card Collection for 30 days & 150 days buckets in Mumbai
- Proficiently managed a team of 2 Supervisors, 7 Tele-Callers & 25 Feet-On-Street (2 Agencies)
- Successfully handled customer troubleshooting & achieved collection targets.
Executive, Query Resolution Team QRT & Corporate Collections
Bharti Tele-Ventures Limited (Airtel)
03.2004 - 11.2006
- Deputed to Corporate Collection Department & handled key Corporate accounts as an Account Manager
- Efficiently managed an average portfolio of Rs. 1 crore
- Successfully handled key Corporate accounts including Write Safeguard, ICICI Bank & Gati.
Education
Executive MBA -
CFA Business School
Mumbai01.2008
PG Diploma - Mass Communication
Jadavpur University
Kolkata01.2003
B.Com (Hons) - undefined
Calcutta University
01.2001
Skills
Strategic Planning
References
References On Request
Accomplishments
- Successful pull out of twelve policies and four processes for Enterprise business in FY24-25
- Streamline the complete payment posting process almost less than 3% error, which will further be backed by upcoming digitalization of payment posting process thru E2E payment posting portal
- Successfully reconciled last Five Years TDS and GTDS issues till current financial year and cleaned up the existing database
- Also successfully streamline the existing FLX master database with 100% GST B2C validation & tracking IRN Failure & 100% SEZ validation
- Awarded with the Vodafone Star for the month of November 2017 exemplary in collections.
- Achieved more than 100% Collections in FLX for four consecutive years along with AR reduction by 57%
- Awarded with the Vodafone Star for the recovery of dues and reduction in bad debts from Idea account.
- Awarded as performer for Q2 quarter 2014-15 as exemplary in collections.
Timeline
National Collection Head, Enterprise FLX (Role – National Head)
Vodafone Idea Ltd
08.2016 - 03.2024
Manager (Role – Collection Lead)
Tata Teleservices Limited
02.2015 - 08.2016
Credit and Collection Lead
Reliance Communication Ltd
01.2010 - 01.2015
Assistant Manager, Retail Collections
Vodafone Essar Limited
08.2007 - 01.2010
Senior Executive, Retail Collections
GE Money
11.2006 - 08.2007
Executive, Query Resolution Team QRT & Corporate Collections
Bharti Tele-Ventures Limited (Airtel)
03.2004 - 11.2006
Collection Governance Head, Enterprise Business (Role – National Head)
Vodafone Idea Ltd
- Current
PG Diploma - Mass Communication
Jadavpur University
B.Com (Hons) - undefined
Calcutta University
Executive MBA -
CFA Business School