Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Interests
Timeline
Volunteer

Nitin Agarwal

Banking, NBFC And Telecom Professional
Calcutta,WB

Summary

Customer-focused professional with successful 18-year career in Banking, Telecom, NBFC sector offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Results-oriented, decisive leader adept at forging lucrative relationships with key partners, vendors and clients .Pursuing new professional challenges with a growth-oriented company.

Overview

4
4
Languages
2
2
Certifications
7
7
years of post-secondary education
25
25
years of professional experience

Work History

Senior Manager-Corporate Business Service Head

Bharti Airtel Limited
Kolkata , West Bengal
2017.08 - 2019.12
  • Lead 2 states-West Bengal and Orissa, covering 8000 unique corporate with annual business of 500 crores.
  • Products handled[Mobile, Broadband, Lease line, ISP]; duly supported with 6 Airtel Managers, 250 partner pay roll team.
  • Managed acquisition, on boarding, billing-collection, service management, retention, analyzing each stage of customer life cycle and recommending improvements to streamline process.
  • Delivered sub 1percent bad debts[reduction by 200 basis points from 2017 baseline].
  • Achieved 20percent customer base growth year on year basis through consistent quality service level standards and concurrent client corporate touch-base.
  • Operational Annual Savings-10mn vide Invoice mode migration from paper to paperless.
  • Operational Annual Savings-10mn vide operational/financial process defect/opportunity identification and subsequent correction.

Senior Manager, Collections and Retention Head

Bharti Airtel Limited
Kolkata , West Bengal
2015.07 - 2017.07
  • Lead Customer segment-Retail and Micro Enterprises, covering 2 states-West Bengal. Orissa spread to 0.7mn post-paid consumers.
  • Managed process-Post paid collection and retention, Invoice generation and delivery, prepaid retention, MIS reports, duly supported by a team of 12 Airtel managers and 800 partner payroll.
  • Achieved 18 percent post paid base growth YOY and 95 percent retention in prepaid retention, through efficient micro level customer retention.
  • Delivered annual savings-25mn, YOY through bad debts reduction.

Manager-Strategy-Retail, Micro Business Collection

Bharti Airtel Limited
Gurgaon , Haryana
2012.05 - 2015.06
  • Responsible for products-Post paid Mobile and Broadband, managing process re engineering[Collection, Credit, Exposure, Code of conduct, legal recovery and customer retention].
  • Devised, deployed and monitored processes to boost long-term business success and customer centricity.
  • Saved 60 crore annually by launching innovative technological advanced solution of replacing manual outbound call center intervention with automated Pre-call announcement.
  • Reduced 15crore annually by eradicating defects/inefficiencies in call center operations and renegotiation on external partner contracts.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Delivered 10mn savings through optimizing field agency operations and negotiating financials with partners.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
  • Established and administered annual budget with effective controls to prevent customer overdue overages, minimize delinquency rate and support sustainability objectives.

Manager-Operation-Outbound Collection, Retention

Bharti Airtel Limited
Gurgaon , West Bengal
2010.09 - 2012.04
  • Responsible demographics: East India[West Bengal, North East, Bihar, North India[6 states] spread to 1500 seat call center process.
  • Lead collection process transition-early bucket operation from individual region to single hub centralization at Gurgaon, executed partner on boarding, team recruitment, process build up.
  • Documented performance review schedule and reviewed at regular intervals.
  • Delivered 50 percent productivity increment vs pre transition vide streamlined process standardization and strict internal quality controls.

Manager-Recoveries

Standard Chartered Bank
Bangalore , Karnataka
2007.07 - 2010.07
  • Responsible as South Hub Head-Recoveries-Credit Cards and Smart credit for Location-Bangalore, Mysore, Mumbai, Kolkata.
  • Conceptualized process centralization transition-Voice outbound process-from Kolkata and Mumbai to South Hub-Bangalore.
  • Supported by team-8 in house supervisors, 250 associates, 100 partner roll employees; completed in house recruitment in 20 days.
  • Oversaw and improved Bangalore recoveries worth over 3 crores per year through efficient coordination of daily operations.
  • Achieved 50 percent increment in 3 monts and 100 percent in 6 months for Kolkata and Mumbai markets to pre transition baseline.
  • Clocked highest recovery rates in Business till date, by increasing team operational efficiency.
  • Cleared internal domestic and global audit and that vouched for process and policies adherence.
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Promoted from Assistant Manager to Manager in 2 years 8 months. ���0�Q

Senior Executive

GECBPMSL[JV of SBI and GE Capital]
Kolkata , West Bengal
2002.07 - 2007.06
  • Lead End to end delinquency for East- Non Metro[5 location]; Field Operations[Gross Bad Debts] and 120 days past overdue delinquency for Kolkata.
  • Supported by team-8 In house team, 150 partner field executives.
  • Launched non metro location-east in collaboration with Sales/Risk.
  • Graduated from Tele caller-Agency Manager-Center Manager.
  • Streamlined operations to maximize business efficiency by 300 percent to the baseline.
  • Increased company growth through effective collaboration with sales and marketing departments.
  • Increased efficiency by analyzing data and maximizing opportunities for improved productivity across several areas.

Executive

C Mackertich Limited
Kolkata , West Bengal
2001.01 - 2002.06
  • Handling complete back end operation-liaising with depositories and exchange houses.
  • Arbitrage trading amongst Kolkata, NSE, Bombay trading terminal.
  • Active involvement with depositories at the launch stage covering back end operations.
  • Finalization of Annual Balance Sheet, Income tax return submission, service tax management.

Executive

Shree Harivansha Securities Private Limited
Kolkata , West Bengal
1996.09 - 2000.12
  • Handling back end operation-Paper mode shares delivery, exchange pay in and payouts for shares and funds.
  • Client ledger reconciliation, Bank statement and reconciliation.

Associate

C Mackertich Limited
Kolkata , West Bengal
1994.04 - 1996.08
  • Learnt various traits, terminology, process of Stock Market back office operations.

Education

CA Intermediate - Higher Accountancy, Taxation, Company Law, Audit

Institute Of Chartered Accountants Of India
Kolkata
1996.07 - 1998.07

Bachelors of Commerce - Higher Accountancy, Auditing, Mathematics

St. Xavier's College
Kolkata
1996.07 - 1999.06

No Degree - Economics, Mathematics, Statistics, Accountancy

St. Xavier's College
Kolkata
1994.07 - 1996.05

Skills

    Business operations management

undefined

Accomplishments

  • Silver Award in Bharti Airtel for digitization of corporate bill delivery resulting in Operational savings and increased customer satisfaction.
  • Silver Award in Bharti Airtel [Year 2017 and 2016] for Annual Bad debts savings and overachievement of Annual Budgets.
  • Best Process Manager in Bharti Airtel [Year 2012] for process innovation and re-engineering.
  • Appreciation letter duly signed by Group CEO-Standard Chartered Bank for outstanding performance in 2008 and 2009.
  • Achiever's Award in GE Capital for delivering lowest bad debts in Pan India.
  • Star of the month in GE Capital for over achievement of assigned targets.
  • Successfully trained in White Belt-Lean Six sigma.

Certification

NCFM-Derivative Training

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Interests

Cricket, Lawn Tennis, Spending time with friends

Timeline

Senior Manager-Corporate Business Service Head

Bharti Airtel Limited
2017.08 - 2019.12

Senior Manager, Collections and Retention Head

Bharti Airtel Limited
2015.07 - 2017.07

Manager-Strategy-Retail, Micro Business Collection

Bharti Airtel Limited
2012.05 - 2015.06

Manager-Operation-Outbound Collection, Retention

Bharti Airtel Limited
2010.09 - 2012.04

Manager-Recoveries

Standard Chartered Bank
2007.07 - 2010.07

Senior Executive

GECBPMSL[JV of SBI and GE Capital]
2002.07 - 2007.06

Executive

C Mackertich Limited
2001.01 - 2002.06

Executive

Shree Harivansha Securities Private Limited
1996.09 - 2000.12

CA Intermediate - Higher Accountancy, Taxation, Company Law, Audit

Institute Of Chartered Accountants Of India
1996.07 - 1998.07

Bachelors of Commerce - Higher Accountancy, Auditing, Mathematics

St. Xavier's College
1996.07 - 1999.06

No Degree - Economics, Mathematics, Statistics, Accountancy

St. Xavier's College
1994.07 - 1996.05

Associate

C Mackertich Limited
1994.04 - 1996.08

White Belt-Lean Six Sigma

NCFM-Derivative Training

Nitin AgarwalBanking, NBFC And Telecom Professional