Narendran P
Bangalore
Summary
Dynamic leader with a proven track record at NIRO Money, adept in Financial Operations Management and fostering Collaborative Team Building. Spearheaded innovative collection strategies, achieving significant enhancements in asset quality. Excelled in leveraging Analytical Proficiency to surpass targets, with a friendly, positive attitude that inspires teams to achieve excellence.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
22
22
years of professional experience
Work History
Head Collection & Operations
NIRO Money
Bangalore
10.2022 - Current
- Overseeing and managing collection efforts and strategies in respect to pre-delinquent, delinquent, and non-performing assets (NPA) to control bucket inventory and net flow rate, ensuring asset quality and credit costs are managed in line with business targets.
- Established effective risk mitigation policies and brought in effective collection tools in line with business objectives, planning, and monitoring the plan.
- Managing day-to-day team performance to ensure they are aligned with agreed-upon KPIs.
- Continuously explored many different ways to improve the collection process and workflow to ensure collection effectiveness and optimum utilization of available resources.
- Periodically monitor the collection strategy, tools, incentives, and targets to be aligned with the changing business environment and credit cost target.
- Regularly review and monitor collection performances and productivity on a daily, weekly, and monthly basis to ensure all collection targets are aligned with the business plan and to ensure corrective actions are made in a timely manner.
- Set proper KPIs with clear communication to collection staff, and monitor and track the results of collection productivity to ensure their KPIs are fulfilled.
- Made sure a proper capacity plan is in place to optimize resources to support business expansion and the collection strategy.
- To collaborate with HR on staff recruitment, training, coaching plans, and career development planning for talented staff.
- Ensure collection staff have fully complied with the bank's policy, collection guidelines, and relevant regulations and laws.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified opportunities for improving the accuracy or speed of current models through optimization techniques.
- Integrated artificial intelligence components into existing applications to improve their functionality or efficiency.
- Conducted research on new AI technologies to ensure best practices were followed in the development process.
- Developed and implemented AI systems to automate processes and reduce manual labor.
- Negotiated contracts with vendors while ensuring compliance with applicable laws and regulations.
- Provided guidance to departments on legal requirements, best practices and industry standards.
Head Collection
NAVI Finserv
Bangalore
05.2020 - 09.2022
- Joined as the first employee of Collections and created a team size of around 30, with 25 agencies across the geography.
- The primary focus is on maximizing collections and ensuring that proper coaching and mentoring of the team is done, which cares deeply about each customer.
- Managed a growing collections team by optimizing multi-channel communication tools, which increased the collections rate.
- Constantly analyzing the data on a regular basis to drive improvements in the team and collection process.
- Ensured timely updates of customer feedback in the system, which helps in the improvement of product and process innovation.
- Created and implemented multiple strategies, bucket-wise, and standard operating procedures, which supported successful collections.
- Focus on continuous improvement in conversion through automation, training, and cross-functional collaboration.
- Resource planning, developing a recruitment plan, and recruiting within the team to ensure sufficient bandwidth and focus on optimum utilization of manpower.
- Ensured discipline in the team in terms of compliance with the various rules, laws, and regulations, including but not limited to RBI norms.
- I made sure to provide continuous training and feedback to the team members to maintain the call standards, as per company policy.
Head Collection
Money Tap
Bangalore
12.2018 - 04.2020
- Build the collection vertical and the organizational structure for around 50 cities.
- Empaneled required agencies and in-house manpower across geographies.
- Defined goals and metrics for internal teams and teams at the agencies, in sync with management's long-term objective.
- Created mechanisms to manage the workflow and track their performance both at the micro and macro levels.
- All customer insights and feedback into the product resulted in product optimization.
- Constant interaction with the Product, Tech, and Credit teams to push them toward innovative solutions for collections.
- Almost 75% of the collection is managed with digital collection automation.
- With all timely engagement of tech and product solutions, the cost of collections is well managed within agreed budgets.
Regional Manager - Collections Personal Loan
Bajaj Finserv Ltd
Bangalore
01.2016 - 11.2018
- Joined as Regional Manager, handling Karnataka and Kerala for both personal loans and salaried loans.
- Since the vertical is newly created, the initial responsibility was to create the entire team structure and make sure the right person is placed in the right assignment.
- In the first month, it delivered the best performance and started creating benchmarks in all parameters.
- As the volume in BFL is unpredictable and raises every month, managing the field team is a real challenge; I have traveled for almost 3 years.
- Due to incremental volume, we are currently handling only the Bangalore and Mysore locations.
- The primary duty is to achieve the collection targets assigned to the territory, meeting the target on the cost of collections and penalties.
- Ensure that the collection agencies and executives adhere to the guidelines.
- Ensure adherence to the Code of Conduct.
- Continuously monitoring collection agencies and collection executives to identify fraudulent practices, and ensure that no loss is incurred due to such activities.
- Created the best rapport with other verticals (Sales and Credit) team members, which in turn helps in better portfolio quality.
- Selected as part of the 'Talent Pool' continuously for both 2017 and 2018.
- Traveled on two trips abroad as part of a contest.
Manager - Retail Assets
HDFC Bank Ltd
Bangalore
11.2006 - 01.2016
- Follow up on strategies in the field for the portfolio.
- Monitor and review the field team to achieve set targets.
- Achieve the resolution, normalization, and rollbacks as per targets.
- Inventory control for reducing the opening balance of the portfolio using the rollback and normalization concepts.
- Innovate and design strategies to effectively address disputes, expired cases, to prevent any probable escalation, and highlight sensitive accounts to higher-ups.
- Ensure that the agency's resources are optimally used, with the number of visits, contacts, PTP conversion ratio, etc.
- Ensure optimum delivery from the field team by maximizing resolutions, rollbacks, and normalization through the given resources.
- Hold frequent review sessions, define a review mechanism to ensure maximum data churn, and PTP conversion.
- Ensure field due coverage, follow up on the portfolio allocated within the stipulated timelines allotted to teams, and conduct an account-level review of cases tagged as NC, dispute, expired, etc.
- Ensure that the code of conduct and regulatory norms are duly followed by field channels.
- Innovate a tracing mechanism for the effective conversion of no contacts into contacts, and subsequently resolved.
- Conduct field visits, surprise visits on collectors for cases tagged as disputes, skips, and high-balance accounts where they are marked as refusing to pay.
- Awarded STAR Performer twice for exhibiting outstanding performance.
- Delivered the all-time best performance in business loans in Bkt 1/Pot Gcl consistently for 2 quarters.
- Only manager to deliver 90%+ in PL Bkt 1 with 30%+ normalization for three months in a row.
Senior Officer - Recoveries
GE Money
Bangalore
02.2006 - 10.2006
- Plans collections by receiving and analyzing delinquency reports, and determining appropriate action.
- Reviewing customers' overdue balances, resolving customer billing disputes as required.
- Collects accounts by discussing the situation with the customer, obtaining payment, and developing a solution.
- Maintains account payments by monitoring payments, following up to obtain payments.
- Refer accounts for legal action by forwarding account status and information.
- Documents collection actions by completing forms, reports, logs, and records.
- Avoids legal challenges by complying with regulatory requirements.
- Provides management control information by recording and summarizing collection data and trends.
- Accomplishes the bank's mission by completing related results as needed.
- Exhibited excellent supervisory and management skills; participated in hiring, training, and termination of vendors.
- The ability to interface well with all levels of co-workers and management helped in resolving composite issues with ease.
Officer - Collections All Retail Products
ICICI Bank ltd
Bangalore
02.2004 - 01.2006
- Locate and monitor overdue accounts, using tools and a variety of automated systems.
- Record information about the financial status of customers and the status of collection efforts.
- Locate and notify customers of delinquent accounts by mail or telephone to solicit payment.
- Confer with customers by telephone to determine the reasons for overdue payments, and to review the terms of sales, service, or credit contracts.
- Advise customers of necessary actions and strategies for debt repayment.
- Persuade customers to pay amounts due on account.
- Sort and file correspondence, and perform miscellaneous clerical duties, such as answering correspondence and writing reports.
- Perform various administrative functions for assigned accounts, such as recording address changes, and purging the records of deceased customers.
- Arrange for debt repayment or establish repayment schedules based on customers' financial situations.
- Along with my core tasks, I was also the location coordinator for the branch and was awarded as the Best LC for managing day-to-day functional activities as per the bank's guidance.
Executive - Credit & Operations
GE Countrywide
Bangalore
11.2002 - 01.2004
- Receive online credit applications for loans from channels, various partners, and DSAs.
- Analyze the applicant's financial status, credit, and property evaluation to determine the feasibility of granting the loan request.
- Handle pre-approved arrangements.
- Managed, directed, and coordinated all activities to implement company policies, procedures, and practices concerning underwriting, applications, and granting or extending auto loans.
- Prepared financial and internal reports as required.
- Maintained satisfactory dealer relations with all acceptable dealers within the branch.
- Successive moves each involved title advancements, increased portfolios, and lending authority.
- In the event of Diwali 2003, due to heavy load, we as a team were down with a lack of manpower. To better manage the situation, I disbursed over 100 files in a day against the average of 35 per day, which helped the entire team manage the crisis, and I was also appreciated for the effort with a cash award.
Education
Quality Management Course - QMC
National Institute of Information Technology
Chennai, India01.2002
Software development and Networking Technology -
National Institute of Information Technology
Chennai, India01.2002
Bachelor's degree of Commerce - B.com
University of Madras
Chennai, India01.2001
Certificate in Computing - CIC
Indira Gandhi National Open University
Chennai, India01.2001
Skills
- Financial Operations Management
- Analytical Proficiency
- Retail and Commercial Collections Management
- Strategic Development Planning
- Risk Management
- Strong Verbal and Written Communication
- Financial Modelling Expertise
- Sustained Productivity Enhancement
- Collection Analysis and Reporting
- Collaborative Team Building
- Effective Conflict Resolution
- Leadership
- Friendly, positive attitude
Personal Information
- Father's Name: Prabhakar J
- Date of Birth: 08/03/80
Timeline
Head Collection & Operations
NIRO Money
10.2022 - Current
Head Collection
NAVI Finserv
05.2020 - 09.2022
Head Collection
Money Tap
12.2018 - 04.2020
Regional Manager - Collections Personal Loan
Bajaj Finserv Ltd
01.2016 - 11.2018
Manager - Retail Assets
HDFC Bank Ltd
11.2006 - 01.2016
Senior Officer - Recoveries
GE Money
02.2006 - 10.2006
Officer - Collections All Retail Products
ICICI Bank ltd
02.2004 - 01.2006
Executive - Credit & Operations
GE Countrywide
11.2002 - 01.2004
Quality Management Course - QMC
National Institute of Information Technology
Software development and Networking Technology -
National Institute of Information Technology
Bachelor's degree of Commerce - B.com
University of Madras
Certificate in Computing - CIC
Indira Gandhi National Open University
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