Manoj Mandwani
Collection and Recoveries
Lucknow
Summary
Proven leader in debt recovery and portfolio management, leveraging expertise from roles at Krazybee Services Private Limited and others to enhance collection efficiency and team performance. Skilled in Microsoft Office and negotiation, achieving significant reductions in delinquency rates through strategic improvements and effective team collaboration.
Overview
16
16
years of professional experience
Work History
Area Collection Manager
Krazybee Services Private Limites (Kreditbee)
2023.12 - Current
- Handling collection of 91 dpd to write-off for UP, UK, Punjab, Himanchal Pradesh and J&K.
- Managing multiple collection agencies which are bases in different locations, Lucknow, New Delhi, Chandigarh and Agra.
- Empanelment of new agencies
- Managing all agency monthly payouts & billings
- Improved collection efficiency by implementing effective strategies and streamlining processes.
- Managed diverse team of collectors for optimal performance and increased success rates.
- Monitored team performance, providing feedback and coaching to enhance productivity and effectiveness.
- Developed strong relationships with clients, fostering trust and improving communication channels for future negotiations.
- Established goals for the team based on historical data analysis, driving continuous improvement in overall performance metrics.
- Reduced delinquency rates by proactively addressing customer payment issues and providing tailored solutions.
- Collaborated with other departments to identify risk factors and develop targeted action plans to address them.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all collection activities.
Collection Manager
Hero Fincorp Ltd
2023.01 - 2023.11
- Handling collection of BKT-X and BKT-1 for UP Eastern 28 Districts.
- Managing multiple collection agencies for different locations.
- Field visit on problematic cases with concerned agency supervisor and FOS.
- Ensure to meet organizational targets in all the parameters (Resolution % Penalty Collection and RB %).
- Escalation of fresh sourcing nonpayment cases to concerned product & sales team for getting hygiene collection
- Ensure to achieve DRR targets and milestone targets.
- Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
- Leveraged advanced data analysis tools to identify trends in payment behavior, enabling informed decision-making for future collections efforts.
- Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
- Maintained accurate records of all collection activities, providing transparency to stakeholders and senior management.
- Increased recovery rate by consistently meeting and exceeding targets set by management.
- Conducted regular account reviews to identify high-risk clients and adjust collection strategies accordingly.
- Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
- Reduced delinquency rates through vigilant monitoring and proactive communication with clients.
Collection Officer
Bike Bazaar
2022.01 - 2023.12
- Handling collection of 2 wheeler BKT-X to BKT-2.
- Managing in-house team of 14 Field officers for BKT-X and BKT 1
- Reduced outstanding receivables by proactively monitoring aged accounts and prioritizing collection efforts accordingly.
- Utilized strong communication skills to handle difficult conversations with customers, maintaining professionalism and empathy.
- Documented all daily collections and delinquent account activities by uploading information to company's database.
- Negotiated payment arrangements with clients, resulting in increased revenue for the company.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Enhanced collection efficiency by implementing effective strategies and streamlining processes.
- Worked closely with legal counsel to pursue necessary actions against non-compliant debtors, ensuring company interests were protected at all times.
- Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
Call Center Manager
Magma Fincorp Limited
2017.02 - 2021.12
- Handling collection of 0-60 with coordination of Telecaller, Field Executives, Branch Manager and Territory Manager.
- Weekly& Monthly review of Tele-callers / Field Executives for problematic cases and try to solve all queries along with root cause analysis.
- Ensure firm & hygiene PTP Generation % & Conversion % through telecalling & hygiene receipt issuance by concerned FOS.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
Territory Program Executive
Financial Software & Systems
2012.03 - 2017.01
- Timely collection of payments and reconciliation of payments for invoices submitted to client in entire UP.
- Maintaining billing data and regular status updates.
- Creating MIS reports / Monthly performance status reports / Dashboard reports & reporting to the management, Data compilation
- Coordinate with Regional Representatives for collecting site-wise sign-offs for new deployments or for ATM takeover.
- Reviewing & tracking C3R/MIS which received from CRA.
- Follow up on clients to increase new business.
- Coordinate & schedule periodic cash audits across ATMs in assigned LHO
- Keep client informed on the action status
- Follow-up with clients for resolution in case of Bank dependency
- Follow-up internally with RRs &/or MSC for down-time beyond TAT
- Monitor and track ATM-wise transaction month-on-month basis
- Improved program efficiency by streamlining processes and implementing best practices.
- Coordinated cross-departmental efforts to streamline workflows and optimize overall productivity within the organization effectively.
- Managed budgets and resources, optimizing allocation to maximize program impact.
Call Center Team Lead
Vodafone Essar South
2011.05 - 2012.04
- Responsible for driving Collections by managing the Collections Telecalling Unit; Managed over 25 people.
- Managing the overall collection through Telecalling and focused field follow-up on non-contactable cases.
- Responsible for quality control, review of the team’s work, and ensuring overall adherence to turn aroundTime, Key Performance Indicators and Service Level Agreement.
- Monitored the daily performances by the executives and assisted them with the grievances they are facing
- Performed frequent performance evaluations of executives and encouraged them for better and consistent performances
- Driving the development of high performance and superior customer service.
- Creating MIS reports / Monthly performance status reports / Dashboard reports & reporting to the management, Data compilation
- Analysis of the reports and decision making based upon it
- Setting targets for executives as well as motivating them to achieve those targets
- Proper follow-up with concern zonal manager & Retention Teams on disputed cases.
- Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Handled advanced issues with calm, knowledgeable and professional approach.
MIS Executive
Daksh & Associates
2009.01 - 2011.04
- MIS & DCR reporting of Collection across all buckets of concern zones on daily basis to the management.
- Creating MIS reports / Monthly performance status reports / Dashboard reports & reporting to the senior management, Data compilation.
- To provide the executives with the required data and feedback about delinquent customers
- Handling the walk in customers and collecting the dues payable by them.
- Handling customer's complaints and initiate solutions in an effective and timely manner.
- Ensure Payment Logistics – TAT adherence, proper hands-off procedure for cash collection and payments reach operation.
- Decrease the no. of skip cases and handling the collections for the traced cases.
- Managing Documentation as per audit policy of company.
- To evaluate the team members and report the same to the Management for evaluation purpose.
Education
Bachelor of Science - Mathematics
University of Lucknow
Lucknow, India 2001.04 -
Skills
Debt recovery expertise
Portfolio Management
Patience and Persistence
Data entry proficiency
Teamwork and Collaboration
Microsoft Office
Payment management
Negotiation and Resolution
Timeline
Area Collection Manager
Krazybee Services Private Limites (Kreditbee)
2023.12 - Current
Collection Manager
Hero Fincorp Ltd
2023.01 - 2023.11
Collection Officer
Bike Bazaar
2022.01 - 2023.12
Call Center Manager
Magma Fincorp Limited
2017.02 - 2021.12
Territory Program Executive
Financial Software & Systems
2012.03 - 2017.01
Call Center Team Lead
Vodafone Essar South
2011.05 - 2012.04
MIS Executive
Daksh & Associates
2009.01 - 2011.04
Bachelor of Science - Mathematics
University of Lucknow
2001.04 -
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