NEETU SHARMA

• Effectively managing PAN INDIA recovery.
• Have set up vendor teams across PAN INDIA's major locations.
• From a ROR of 0.65%, I have been able to scale up to 0.85% of ROR.
• Have automated the end-to-end settlement module on our CRM.
• Automated the reports of settlements and individual productivity.
• Initiated digital collections comms to customers for better reach and contact.

• Effectively manage PAN INDIA recovery and operations, ensuring efficient and timely collection processes.
• Spearhead the automation and development of reporting, settlement systems, and payment link generation, streamlining the collections workflow.
• Collaborate with cross-functional teams to build a comprehensive CRM system for capturing and tracking all collection activities.
• Successfully build the PAN INDIA team by strategically hiring Zonal Managers (ZMs) and vendors across various locations.
• Implement the Multi-shot settlement process, optimizing collection outcomes.
• Introduced the CIBIL Null process to enhance payment collection from the settled customer base.
• Streamline customer service management, Quality Team, and Control and Compliance team for seamless collaboration.
• Design and execute strategic campaigns for digital collection, significantly improving collection rates from 8% to 19% over a period.
• Demonstrate exceptional performance in maintaining the Return on Revenue (ROR%) at 1.56% from .90%, even during adverse internal and external scenarios.
• Exhibit strong people management skills, effectively managing and minimizing attrition within the team.

Project Highlights:

• CMS (Collections Management System) on Salesforce: Drove the development and optimization of the Collections Management System on Salesforce, enabling efficient data management and workflow automation.
• Payment Links Automation and Posting: Automated the payment links generation and posting process, improving collection speed and accuracy.
• Flexi Settlement Model: Implemented a flexible settlement model to accommodate diverse customer needs and improve overall settlement efficiency.
• App Changes for Customers in Collections: Collaborated with the technical team to make necessary application changes, enhancing the collections process for customers.
• PTP (Promise to Pay) File Automation: Automated the PTP file generation and tracking for better monitoring and control over promised payments.
• Risk Data Model for Collections: Worked closely with the Data Science team to create a risk data model, enabling better decision-making in the collections process.

• Successfully managed a portfolio worth INR 450 Crores in Assets Under Management (AUM) with a dedicated team of 4 Relationship Managers (RM) and 2 Investment and Customer Relationship Managers (ICRM).
• Proactively drove the implementation of monthly and yearly product-specific sales plans, effectively optimizing the performance of the Branch sales force.
• Strategically aligned the Key Result Areas (KRA) of RM and ICRM team members with a centralized sales plan, ensuring cohesive and focused efforts towards achieving sales targets.
• Demonstrated a strong commitment to compliance and Know Your Customer (KYC) regulations while executing the sales plan, maintaining the highest standards of ethical conduct.
• Commendably mentored and guided the team, resulting in two team members qualifying for the prestigious Million Dollar Round Table (MDRT) recognition, acknowledging their outstanding performance in the financial services industry.

• Successfully managed a portfolio worth INR 450 Crores in Assets Under Management (AUM) with a dedicated team of 4 Relationship Managers (RM) and 2 Investment and Customer Relationship Managers (ICRM).
• Proactively drove the implementation of monthly and yearly product-specific sales plans, effectively optimizing the performance of the Branch sales force.
• Strategically aligned the Key Result Areas (KRA) of RM and ICRM team members with a centralized sales plan, ensuring cohesive and focused efforts towards achieving sales targets.
• Demonstrated a strong commitment to compliance and Know Your Customer (KYC) regulations while executing the sales plan, maintaining the highest standards of ethical conduct.
• Commendably mentored and guided the team, resulting in two team members qualifying for the prestigious Million Dollar Round Table (MDRT) recognition, acknowledging their outstanding performance in the financial services industry.

• Contacting customers regarding overdue payments and outstanding debts.
• Negotiating repayment plans and settlement options with customers.
• Maintaining accurate and up-to-date records of all collection activities.
• Resolving customer inquiries and addressing concerns related to collections.
• Escalating complex cases or issues to the collections manager.
• Implementing collection strategies to meet monthly targets.
• Working closely with other departments, such as customer service and finance, to coordinate collection efforts.
• Ensuring compliance with all applicable regulations and company policies.
• Regularly updating and reporting on the status of collections efforts to the management team.
• Following up on promised payments and monitoring payment arrangements.
• Identifying potential risks and suggesting improvements to the collections process.
• Providing feedback to the team to improve overall collection performance.
• Utilizing collection software and tools effectively to manage accounts and track progress.
• Assisting in the development and implementation of collection campaigns and strategies.
• Conducting skip tracing and locating customers with delinquent accounts.
• Staying informed about changes in regulations and industry best practices related to collections.