Nilesh Belnekar
Thane
Summary
A result oriented professional with over 15+ years of rich experience in Domestic Call Centre, Collections & Recovery, Client Management, Team Management, Sales, Relationship management in Banking and Insurance.
Overview
25
25
years of professional experience
Work History
Chief Manager
Reliance General Insurance Co Ltd.
06.2022 - Current
- Responsible for managing business across two contact centers as part of Digital Tele sales vertical.
- Ensure monthly performance is met as budgeted for the month. Have a proven record of consistency in business throughout the financial year.
- Managing a team size of 100+ tele callers and support staff across the centers.
- Analyse data, handle lead management system, maintain MIS for the process.
- Handle escalations for closure within TAT as and when received at the center ensuring customer satisfaction.
- Run referral program for qualitative and quantitative business improvement month on month.
- Tracking performance of each campaign to ensure cumulative business outcome.
- Conduct monthly reviews with the team along with the other stakeholders to ensure Synergy and planning for the coming months.
- Have successfully implemented rewards and recognition program for the centers.
Associate Territory Manager
BANDHAN BANK
12.2021 - 05.2022
- Responsible to achieve collection targets assigned for the State/territory (MHA & GUJ) by meeting the target of divisions/zones assigned
- Will be responsible for assigned Sates NPA, if necessary, can seek support from Operations team & other departments for reducing delinquency
- Ensure adherence to the Code of Conduct, for In-house team
- Mandatory field visit along with In-house team for dispute cases
- Continuously monitoring Collection Executives to identify fraudulent practices and ensure that there is no loss incurred
- Review & monitoring the Teams' performance
- Guide the Managers according to polices & process approved
- Legal/Police station complaints: Dunning Letters/ Legal Letters/Adalat/Receipt Lost etc
- Waiver Initiation
- Should analysis the PTP Generation Vs Conversion / contactability % against allocation
- Monitoring performance against set parameters and daily review of Division Manager.
Jana Center Head
Jana Small Finance Bank
11.2018 - 08.2021
- Manage operations and overall functioning of the Jana Centre (JC)
- Responsible for meeting the JC targets and adhere to all guidelines and regulatory requirements monitor the daily remittance by individual loan customers
- Cost management and cost effectiveness at the JC to ensure profitability, also ensure that JC adheres to the Know Your Customer (KYC) and Anti Money Laundering (AML) norms at all times
- Ensure customers get world class services and their needs are understood and met through the financial product offerings
- Supervise key areas including marketing, business channel development, team development and revenue generation
- Ensure all laid down system and processes are followed at the branch as stipulated by the senior management
- Ensure that all staff is adequately trained on JFS offerings and sales processes
- Responsible for dealing with external and internal auditors and inspections and compliance.
Senior Manager – Tele Collections
Nucleus GIS and ITES Ltd
12.2017 - 11.2018
- Handling Write Off Pool (size of Rs 368 CR) of Retail Educational Loans
- Handling Write Off pool (size of Rs 15 to 25 CR) of Credit card & Personal Loans
- Managing a team size of over 40+ tele callers, 2 team leaders
- Preparation of MIS for submission to Board of Directors for board meeting
- Encourage and train the subordinates, appraise and evaluate Team member’s performance and offering counselling
- Maintained database of client payments and prepared spreadsheets documenting data
- Evaluated status of each account to determine collection requirements
- Oversaw client communications to resolve debt issues
- Assisted with the negotiation of payment plans to settle account delinquencies.
Territory Manager – Personal Loan Acquisitions
HDB Financial Services
07.2017 - 12.2017
- Responsible for hiring Sales Manager and Tele caller
- Responsible for achieving Sales goals, Operations, and Performance goals in a High intensity Sales environment
- Staffing and grooming, team building, motivation, satisfaction and minimal attrition
- Understanding the customer’s requirements and ensuring quick service delivery
- Ensuring effective and timely file logins and managing pending discrepancies
- Ensuring complaint-free service is offered to the customers and operations with regular feedback
- Basic Credit Analytics and MIS reporting.
Manager
Stock Holding Corporation of India Ltd
03.2016 - 07.2017
- Responsible for New client acquisition for DEMAT and Broking accounts
- Responsible for handling sales team and Cross selling other financial products such as Insurance, Mutual Funds, Bonds, Loans and Gold Coins
- Training, grooming and guidance to team members (both in-house and on-field)
- Provide market feedback and intelligence
- Daily monitoring and reporting.
Section Head – Tele Sales
Asit C. Mehta Investment Interrmediates Ltd
03.2011 - 01.2016
- Responsible for management and leadership of the call center (In-house Tele calling Operation)
- Responsible for Interview and selection of agents and supervisors
- Responsible for Supervisor Training of performance management, documentation, performance review documentation, and Interview and Selection
- Implemented recognition incentives, enhancing employee morale and productivity
- Worked with team supervisors and identified call volume trends and maximized ways to improve qualifications
- Assisted supervisors and developed various metrics for productivity and prepared necessary reports
- Tracking performance reports of the team members on a weekly basis & striving to improve performance
- Ensure the performance on Primary Products and also Cross sell products as pre-defined targets
- Set the quality benchmark (score) and call quality evaluation parameters for the team member
- Ensuring conversion of the leads received
- Handling escalation calls, analysing service-related issues & resolving the same in a time-bound manner
- Overseeing the assigned activity and following-up with team members to see accurate record keeping, calls done per day, complete within TAT etc.
Manager Operations
Altra Info Pvt. Ltd. (Agency for Tata AIG Life Insurance, Kotak Life Insurance)
03.2010 - 02.2011
Process Manager
Andromeda Marketing Pvt. Ltd. (Agency for Royal Sundaram General Insurance, The New India Assurance Co. Ltd.)
07.2006 - 02.2010
Team Leader
Adventity BPO Services Pvt. Ltd. (Agency for Tata AIG Life Insurance)
03.2005 - 05.2006
Customer Service Executive
Reliance Info stream Pvt. Ltd
04.2004 - 03.2005
Sr. Merchant Executive
HBL Global Pvt. Ltd
09.2001 - 03.2004
Junior Executive
AcNielsen
02.1999 - 08.2001
Skills
- Sales and Marketing
- Operations Planning
- Data Analytics
- Reporting management
- Team Leadership
- Decision-Making
- Work Planning and Prioritization
- Hiring and Training
- Team Development
- MS Office
- Interpersonal Relations
- Performance Tracking and Evaluation
Languages
English (R/W/S)
Hindi (R/W/S)
Marathi (R/W/S)
Education Credentials
- BCOM, MUMBAI University, 2002
- Debt Recovery Agent, Indian Institute Of Banking & Finance, 2018, 85%
Database
Foxpro 2.6, Oracle 7.3
References
Will be furnished on request
Affiliations
- Awarded Best Branch Manager Gold Loan Trophy for the month of Dec 2020 in JSFB
- Awarded Best Branch Manager in Gold Loan Business for the month of Oct, Nov, Dec & Jan in JSFB for FY 19-20
- Awarded Collections Performance Certificate of Excellence in Jana Small Finance Bank for Feb-Mar 2019
- Awarded Best Team Leader PAN India for the month of October 2006 in Andromeda across all DSA’S
- Awarded Medals for Best Team Leader 2 consecutive months in Adventity for FY 05-06
Timeline
Chief Manager
Reliance General Insurance Co Ltd.
06.2022 - Current
Associate Territory Manager
BANDHAN BANK
12.2021 - 05.2022
Jana Center Head
Jana Small Finance Bank
11.2018 - 08.2021
Senior Manager – Tele Collections
Nucleus GIS and ITES Ltd
12.2017 - 11.2018
Territory Manager – Personal Loan Acquisitions
HDB Financial Services
07.2017 - 12.2017
Manager
Stock Holding Corporation of India Ltd
03.2016 - 07.2017
Section Head – Tele Sales
Asit C. Mehta Investment Interrmediates Ltd
03.2011 - 01.2016
Manager Operations
Altra Info Pvt. Ltd. (Agency for Tata AIG Life Insurance, Kotak Life Insurance)
03.2010 - 02.2011
Process Manager
Andromeda Marketing Pvt. Ltd. (Agency for Royal Sundaram General Insurance, The New India Assurance Co. Ltd.)
07.2006 - 02.2010
Team Leader
Adventity BPO Services Pvt. Ltd. (Agency for Tata AIG Life Insurance)
03.2005 - 05.2006
Customer Service Executive
Reliance Info stream Pvt. Ltd
04.2004 - 03.2005
Sr. Merchant Executive
HBL Global Pvt. Ltd
09.2001 - 03.2004
Junior Executive
AcNielsen
02.1999 - 08.2001
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