Cricket, Lawn Tennis, Spending time with friends
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
08.2017 - 12.2019
- 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
07.2015 - 07.2017
- 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
05.2012 - 06.2015
- 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
09.2010 - 04.2012
- 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
07.2007 - 07.2010
- 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
07.2002 - 06.2007
- 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
01.2001 - 06.2002
- 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
09.1996 - 12.2000
- 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
04.1994 - 08.1996
- 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 07.1996 - 07.1998
Bachelors of Commerce - Higher Accountancy, Auditing, Mathematics
St. Xavier's College
Kolkata 07.1996 - 06.1999
No Degree - Economics, Mathematics, Statistics, Accountancy
St. Xavier's College
Kolkata 07.1994 - 05.1996
Skills
Business operations management
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
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Interests
Timeline
Senior Manager-Corporate Business Service Head
Bharti Airtel Limited
08.2017 - 12.2019
Senior Manager, Collections and Retention Head
Bharti Airtel Limited
07.2015 - 07.2017
Manager-Strategy-Retail, Micro Business Collection
Bharti Airtel Limited
05.2012 - 06.2015
Manager-Operation-Outbound Collection, Retention
Bharti Airtel Limited
09.2010 - 04.2012
Manager-Recoveries
Standard Chartered Bank
07.2007 - 07.2010
Senior Executive
GECBPMSL[JV of SBI and GE Capital]
07.2002 - 06.2007
Executive
C Mackertich Limited
01.2001 - 06.2002
Executive
Shree Harivansha Securities Private Limited
09.1996 - 12.2000
CA Intermediate - Higher Accountancy, Taxation, Company Law, Audit
Institute Of Chartered Accountants Of India
07.1996 - 07.1998
Bachelors of Commerce - Higher Accountancy, Auditing, Mathematics
St. Xavier's College
07.1996 - 06.1999
No Degree - Economics, Mathematics, Statistics, Accountancy
St. Xavier's College
07.1994 - 05.1996
Associate
C Mackertich Limited
04.1994 - 08.1996
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