Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Rewards Recognition
Personal Information
Timeline
Generic
Mukesh Pothu

Mukesh Pothu

Senior Manager - Contact Center
Thane,Maharashtra

Summary

A result-oriented professional with overall 17+ years of rich experience in Operations & Feet on Street (Field) Collections and Agency Management in the Banking and Financial Industry (BFSI).

Overview

18
18
years of professional experience
6025
6025
years of post-secondary education
4
4
Languages

Work History

Senior Contact Center Manager

India Infoline Housing Finance Ltd
Thane
07.2024 - Current
  • Managing the 3 Center's i.e. Thane-Maharashtra & Hyderabad-Telangana – In-House. Gurgaon-Delhi (Vendor)
  • 100+ FTE's in all center's
  • Taking care of entire Pan India All Buckets & Feet on Street Collections.
  • Working on Aspect/ Credgenics Dialer & ZOHO CRM.
  • Reviewing teams & Agency monthly performance.
  • Management strategy plannings for monthly driving the DRR.
  • Ownership of all bucket's performance.
  • Daily & Weekly product level performance review with the teams.
  • Special monitoring on digitalized channels.

Contact Center Manager

Arrise BPO Solutions Pvt Ltd
07.2022 - 06.2024
  • Leading - Call Center-Operations (Outbound, Inbound Channel & Feet On Street – Fix+Variable processes) – 150+ FTE in CC & 240 Feet On Street Pan India.
  • Responsible for taking care of overall Process KPIs, Managing more than 20 different client's relationships. (Axis Bank, RBL Bank, TATA Capital, Fiserv (First Data), Travel Food Service (TFS) & Ugro Capital.)
  • Call Center Business : Products - Agriculture, BL, PL, Used Cars, LAP, Home, Mortgage & Group Loans Collections.
  • Dialer & Digital strategies planning on language wise on CRM PAN India allocation – Segments 90 Norms & 365 Norms, POOL – 31+ DPD to 365 DPD, PNPA & NPA.
  • Bucket & Pool wise targets driven accordingly design Milestone - DRR's for weekly & monthly basis.
  • Daily performance & PTP case follow-ups will be reviewed with Axis Bank field team RCM & ZCM.
  • Reviewing and taking feedback on TOP accounts with Team Leader & Assistant Manager every day.
  • Legal Stages: Driving the team basis the legal stages of the customer for example 1) Sec-138, 2) Summons, 3) Proclamation 4) Sarfasi Non- Agriculture (Ware Houses, Mortgages, and Godowns) Sec-13/2 (30/60 days' Notice), Symbolic Possession (Notice will issue and pasted at Residence or Land Property), Sec-14 Physical Possession, Pre Sale Reserved Price (RP).
  • Taking care of entire process Quality & Training along with the performance.

Tele Collections Manager

India Infoline Housing Finance Ltd
Thane
01.2020 - 03.2021
  • Responsible for taking care of overall Housing loans & Mortgage loans.
  • Managing Entire Pan India location outbound Call Center & Feet on Street collections in Bucket-X.
  • Running different campaigns & Planning for strategies every day – (Aspect Dialer link with ZOHO CRM).
  • Preparing dashboards Contact Center performance & Field services both.
  • Raising field agency monthly billings and closing within agreed timelines.
  • Strategy planning daily & monthly DRR and driving team accordingly.
  • Performance resolution target ownership end to end.
  • Daily & Weekly product-level performance review with the team.
  • Taking care of process audits.

Assistant Manager

Conneqt Business Solutions Ltd
Thane
08.2018 - 01.2020
  • Responsible for the overall functioning at the IDFC First Bank process.
  • Meeting the required resolution percentage for the Personal Loans/ Consumer Durable / Micro Business loans / Mortgage & Used car Portfolio.
  • Managing entire South location feet on street & PAN India high ticket products collections in Bucket-X, IDFC First Bank.
  • Organizing various collections campaigns strategy in Predictive dialer / Auto wrap / Preview and manual calling to achieve Daily Run Rate derived based on previous historical trend.
  • Managing the ODBC (Overdue & Bounce) charge collections and meeting the required numbers month on month for revenue.
  • Meeting the overall month-end resolution numbers month on month.
  • Managing the Customer Escalation in regard to loans with the help of the IDFC team.
  • Conducting the Monthly RNR Rewards & Recognitions and designing appropriate incentive structure for the associates for the improvement of overall resolution of the bucket.
  • Ensure team process/ product knowledge is up to date.
  • Tracking daily productivity of associates through MIS such as dialed count TOS, WRAP, CONNECTS AND IDLE percentage.
  • SPOC - Single point of Contact for Tallyman & Genesys Application.
  • Coordinating with HR for new requisition for hiring employees & follow-up with finance team for approvals for new hiring also engagement activity and keep monitoring process associates satisfactory which help to achieve 0% attrition which help to rate top of Band 4 group.
  • Management by optimum utilization of available resources.
  • Meeting the service level agreement targets.
  • Achieving team quality scores and meeting the targets.
  • Controlling Attrition, absenteeism, and shrinkage.
  • Responsible for meeting the HR metrics like agent One on One, Feedbacks, Growth discussion, Appraisal.
  • Conduct huddles, Briefings and be responsible for people management.

Assistant Team Leader

E-Nxt Financials Limited (A Tata Enterprise)
Thane
04.2014 - 05.2015
  • Handled Bucket 1-4 Tele calling and feet on street North & East location for TMFL Process during June'2014 to March'2015.
  • Handled Two-Wheeler (RC Book) recovery for PAN INDIA Tele calling with End-To-End follow-up with client on a daily basis.

Executive

Navkar Textiles Pvt Ltd
Bhiwandi
02.2007 - 12.2011
  • Managing monthly conveyance bills & Salaries for entire (450) staffs.
  • Reviewing daily expenses In/Out reports and updating in SAP system.
  • Maintain daily attendance tracker.

Education

B.COM - Financial Services

R.V Pawar JR College
Nashik India
05.2011

HSC -

Holy Child SR. SEC School
New Delhi India
05.2007

SSC -

Holy Child SR. SEC School
New Delhi India
05.2005

Skills

  • Process Management / Operations Management / Team Management / Training & Development / Customer Relationship Management / Data Analytic / Excel / Man Management / Team handling / Client handling / Data Segmentation / B2B / /B2C / Digital Tool / AI / ML / IVR / SMS / WhatsApp / Vernacular voice bots / Hiring Support / Finance

Accomplishments

  • Awarded Best Performance Team of the quarter 01/01/14 - 03/31/14 TMFL X Bucket Process
  • Consistency Performance Team Extra Miler Award for quarter 01/01/16 - 03/31/16 TMFL X Bucket Process
  • Awarded Best Performance Team of the quarter 04/01/17 - 06/30/17 IDFC First Bank

Interests

Listening Music
Visiting Temples

Rewards Recognition

  • Joined as a CSE month of 01/20/12, Received 4 promotions in Conneqt BSL
  • RBI Certified “Debt Recovery Agent” from IIBF (Indian Institute of Banking & Finance) year 2013
  • Received consistent “Best Leader Award” for Q2, Q3 & Q4 FY 16-17
  • Received more than 28 monthly performance awards from 2012 to till 01/31/20
  • Received excellence in performance month of 10/01/18 & 11/01/18

Personal Information

  • Father's Name: Gangarajam Pothu
  • Computer Knowledge: Good in excel & Microsoft Windows 98/2000/ME/XP/Vista
  • Date of Birth: 05/18/89
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married
  • Religion: Hindu – Padmashali

Timeline

Senior Contact Center Manager

India Infoline Housing Finance Ltd
07.2024 - Current

Contact Center Manager

Arrise BPO Solutions Pvt Ltd
07.2022 - 06.2024

Tele Collections Manager

India Infoline Housing Finance Ltd
01.2020 - 03.2021

Assistant Manager

Conneqt Business Solutions Ltd
08.2018 - 01.2020

Assistant Team Leader

E-Nxt Financials Limited (A Tata Enterprise)
04.2014 - 05.2015

Executive

Navkar Textiles Pvt Ltd
02.2007 - 12.2011

B.COM - Financial Services

R.V Pawar JR College

HSC -

Holy Child SR. SEC School

SSC -

Holy Child SR. SEC School

Similar Profiles

CREATE PROFILE
Mukesh PothuSenior Manager - Contact Center