Manish Yadav
Senior Team Leader
Noida
Summary
Highly motivated and results-driven professional with experience in collections, team leadership, and performance management. Recognized for excellent communication skills, attention to detail, and ability to achieve targets in high-pressure environments. Seeking an opportunity to leverage my skills and experience to contribute to the growth and success of a dynamic organization.
Overview
1
1
year of professional experience
Work History
Senior Team Leader
Pay Me
Noida, India (Remote)
04.2023 - Current
- Handing the Portfolio of 30+ DPD
- Handling In-House Collection Team of callers along with the Agency FOS also.
- Managed a team of 10 Team Leaders to consistently meet daily, weekly, and monthly performance targets
- Conducted weekly performance reviews with Team Leaders, providing feedback and assessing their progress
- Oversaw the performance appraisal process (APR) for Team Leaders
- Handled interactions with agencies and conducted regular agency performance reviews.
- Ensuring the adherences to the Banking standards Prescribed for the collection and maintain the decency against RBI guidelines with proper adherence of COC
- Ensures strictly Control Point- Awareness Calling, Skip Tracing process, Quality collection, Fresh bounces
tracking and resolving the non-starter customers. - Sending Cases to Legal for Suspected fraud or Intention issue customer for filing Police complaints along
with Legal Notices - Doing Agency follow up with FOS team In order to assist them to crack high value customer.
- Raising the settlement shared by the backend team.
- Regular client meet in order to resolve the client queries, Disputes in against the statements in field
- Conducing the Audit Dip check On Collections and follow up with the customer.
- Ensuring the conversion of settlement in following month is maximum.
- Preparing the strategies of collection for Monthly, Quarterly and Annually.
- Preparing daily MIS of Collection and drop happening in terms of value given to the terms
- Team Management, Roster & Shift Management and Performance Appraisals constituted the other prime
responsibilities - • Responsible for setting the Manager’s expectation, while showing them the bigger picture which translates
into more Collection/ Revenue.
Team Leader
Pay Me
- Managed a team of 25 members to consistently achieve daily, weekly, and monthly performance targets
- Conducted regular performance reviews, coaching sessions, and provided constructive feedback to team members to enhance their performance
- Analyzed data, identified trends, and made actionable recommendations to improve team performance and efficiency
- Maintained positive relationships with clients, vendors, and other stakeholders to ensure smooth operations and foster collaboration.
Junior Team Leader
Payme
- Supported the Team Leader in managing a team of 45 members, ensuring smooth operations and effective communication
- Conducted comprehensive training sessions for new team members, covering policies, procedures, and best practices to facilitate their integration into the team
- Performed quality checks on team member performance, offering constructive feedback and guidance for improvement to maintain high standards
- Assisted in data analysis and reporting on team performance, contributing valuable insights to drive decision-making and enhance productivity.
Collection Executive
Payme
- Contacted customers to collect outstanding debts and negotiated suitable payment plans, demonstrating strong communication and negotiation skills
- Maintained precise records of customer interactions and payment details to ensure accuracy and transparency in debt collection processes
- Collaborated with various departments to effectively resolve customer issues and inquiries, fostering a cohesive and customer-centric approach to problem-solving
- Received the Best Employee of the Year award for surpassing performance targets and consistently delivering exceptional customer service, highlighting dedication and excellence in the role.
Education
Intermediate -
Bachelor of Computer Applications (BCA) - undefined
Sanskriti University
Skills
Performance management and coaching
Effective communication and interpersonal skills
Proficient in data analysis and reporting
Strong customer service and conflict resolution expertise
Microsoft office
MIS
Accomplishments
- Best Employee of the Year, Collection Executive, [2021 -22]
- Best Team Leader of the Month, Pay Me, [Jan-2023]
- Best Team Leader of the Year, Pay Me, [2022 -23]
Timeline
Senior Team Leader
Pay Me
04.2023 - Current
Team Leader
Pay Me
Junior Team Leader
Payme
Collection Executive
Payme
Intermediate -
Bachelor of Computer Applications (BCA) - undefined
Sanskriti University