Summary
Overview
Work History
Education
Skills
Professional Experience And Skills
Professional Skills And Specialties
Personal Information
Linguistic Abilities
Awards
Certification
DRA CERTIFIED
Timeline
Generic

Nitin Kumar

Area collection manager
Panchkula

Summary

I am an enthusiastic and dedicated professional with over 17 years of experience in the field of Collections, tele sales, customer services and customer retention in banking, NBFC, Fin-tech, BPO and Telecom with never dying approach towards learning, A strategic planner & visionary professional with proven skills in handling business development operations of the organization and delivering sustained growth in dynamic conditions.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Area Collection Manager

Paytm
2 2021 - Current
  • Product handled: Lending business|Merchant Loans
  • Collection modes-EDI-Equated daily installments|UPI Emandate collection|Wallet and Business QR collection|AI Bot collection
  • Managing X-Days and Bucket-1 collections Pan India base
  • Managing 60+ FTE Call centre for Tele calling collections along with Hybrid Collection
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Handling 1000+Cr Pos with 1.5 Lac + Customer Base (Pan india)
  • Compiled and analysed data for review by senior management of loan loss reports to measure portfolio performance.
  • Doing analysis on dialler dispositions and rework to improve the connectivity and resolutions
  • Managing and monitoring delinquent account collection for the assigned portfolio and a team of team managers and team leaders
  • Inventory management through resolution, rollback, normalization for the bucket and take proactive steps to control/ reduce inventory for the buckets
  • Design campaigns aligned to the overall collection strategy to ensure maximum Normalization/Roll back and Retain
  • Preparing MIS reports to provide feedback to seniors
  • Conducting meetings for setting up objectives and designing or streamlining processes to ensure smooth functioning
  • Ensuring collection strategy execution as per manpower planning and capacity
  • Forecasting of the workload on the basis of historic data, trend analysis, market growth, deciding monthly & weekly process targets
  • Drive initiatives to reduce risk of fraud- Maintain and monitor dashboards to ensure high level of productivity
  • Employ tools such as automation and drive digital initiatives to increase process efficiency
  • Conduct detailed analysis of delinquencies and recommend changes to the product teams
  • Ensure the successful adoption of internal compliances and COC regulatory framework across the business
  • Recommend improvements to processes and policies across the process to drive operational efficiencies
  • Handle customer escalations and provide different payment modes to customers to reduce bounce rates
  • Validation of billing data of call center -billing report with reported Login hours on monthly basis
  • Drive and execute AI platform calling to reduce the tele calling cost of the company
  • Drive and execute Digital campaign execution Like-OBD/IVR/SMS/Push notification to reduce the telecasting cost.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Implemented training programs for new hires, ensuring consistent practices across the department.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Managed a diverse team of collectors for optimal performance and increased success rates.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Analyzed account data, identifying trends and patterns to optimize collection efforts.
  • Monitored team performance, providing feedback and coaching to enhance productivity and effectiveness.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Established goals for the team based on historical data analysis, driving continuous improvement in overall performance metrics.
  • Collaborated with other departments to identify risk factors and develop targeted action plans to address them.
  • Maintained up-to-date knowledge of industry regulations, ensuring compliance in all collection activities.
  • Conducted regular account reviews, ensuring accuracy and compliance with established policies and procedures.
  • Provided excellent customer service, resolving disputes promptly and professionally to maintain client satisfaction levels.
  • Leveraged technology tools to automate processes and improve efficiency in account monitoring and follow-up activities.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Promoted a culture of accountability and professionalism among the team members.
  • Passionate about learning and committed to continual improvement.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Strengthened communication skills through regular interactions with others.

Collection Manager

Hero Fincorp Ltd.
07.2019 - 02.2021
  • Managing X-Days and Bucket-1 collections of North Zone.
  • Managing 250 FTE Call centre for North tele calling collections along with 22- Field pickup agencies
  • Taking care of two wheeler portfolio of around 1.80 lacs customer base
  • Doing proper allocation distributions to call centre and pickup agencies
  • Doing analysis on dialler dispositions and rework to improve the connectivity and resolutions
  • Doing proper analysis on Retain pool and Field referral cases
  • Doing daily, weekly and monthly performance review with call centre to improve the productivity and pickup quality
  • Doing daily analysis on Non contacted pool and Failed pickup cases and reschedule this base with different strategy
  • Tracking IT issues and downtime of call centre and exclude the impacted login hours from monthly pay-out
  • Ensuring call centre must achieve given targets in all the parameters as per SLA (Service level agreement)
  • Ensuring support associates ratio should be maintained by the call centre as per the agreement
  • Ensuring there is no discrepancy in headcount reported by the call centre through analysis on attendance/shrinkage
  • Tracking and analysis on billing data of call center -billing report with reported Login hours on monthly basis
  • Managing billing validation of the pickup agencies on monthly basis reported vs actual
  • Ensuring all audit and checklist points has been maintained by the call centre in appropriate manner
  • Worked on new agency agreements and renewal of old agency agreements
  • Management and implementation of Agency ID activation and deactivation as per the process
  • Ensuring Call center and agencies are properly following the code of conduct policies of the company
  • Cash depositions and banking has been cleared by the agencies as per given TAT
  • Ensuring all the processes are strictly adhered at call center and agencies level
  • Weekly call calibration to improve the call quality of the low performer agents
  • Ensuring proper implementation of training and refresher with the call centre team.
  • Increased recovery rate by consistently meeting and exceeding targets set by management.
  • Conducted regular account reviews to identify high-risk clients and adjust collection strategies accordingly.
  • Assisted in the development of training materials for newly hired collections representatives, improving departmental performance metrics.
  • Collaborated on collection and dispute resolution issues.
  • Established clear performance expectations for collections staff members, fostering an environment focused on accountability and results-driven action plans.
  • Identified and discussed with management opportunities for improvements to procedures and internal controls.
  • Worked closely with legal counsel to pursue necessary actions against non-compliant debtors, ensuring company interests were protected at all times.
  • Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
  • Enhanced collection efficiency by implementing effective strategies and streamlining processes.
  • Leveraged advanced data analysis tools to identify trends in payment behavior, enabling informed decision-making for future collections efforts.
  • Actively participated in industry conferences and workshops to stay current on best practices in debt collection management techniques.
  • Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
  • Managed a diverse portfolio of accounts, ensuring timely collections and minimizing losses.
  • Reduced delinquency rates through vigilant monitoring and proactive communication with clients.
  • Maintained accurate records of all collection activities, providing transparency to stakeholders and senior management.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Skilled at working independently and collaboratively in a team environment.
  • Organized and detail-oriented with a strong work ethic.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Regional Marketing and Alliance Manager

ICICI Bank Ltd.
12.2018 - 04.2019
  • Design and execute weekly and monthly contests on Retail Assets product to increase maximum business
  • Handling marketing and branding of CASA, Business Loans, Personal Loans, Home Loans, Auto Loans, Gold Loans and digital channels for the Bank, Driving communication strategies for attainment of business targets
  • Works closely with various brand marketing agencies on projects aimed at boosting brand salience for the Bank
  • Ensuring complete Marketing and branding of branches in Punjab and Haryana
  • Filtering the popular merchants in branch localities & forming alliances (tie-up) with them
  • Increasing visibility, awareness & recognition of the bank by conduction brand promotion activities
  • Launching special campaigns and drives, along with achievement mailers & success stories to ensure maximum performance
  • Local branding tie-ups with Govt
  • Entities for generating maximum business through CASA and other products
  • Continuously coordination with IB-RM and TASC teams for business generations and branding requirements.
  • Developed and managed relationships with vendors to establish cost-effective products and services.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Collaborated closely with sales teams to drive revenue through joint selling efforts and leveraging partner networks.
  • Implemented an alliance management framework that improved tracking of partnership performance metrics across multiple departments.
  • Passionate about learning and committed to continual improvement.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Learned and adapted quickly to new technology and software applications.

Assistant Manager-Collections

Magma Fincorp Ltd. (Poonawalla Fincorp)
11.2016 - 12.2018
  • Managing 0-90 bucket Collection Team and ensuring effective calling & visits are done as per the process
  • Handling Team of around 30 Tele callers and 75 FOS solving their day to day queries
  • Taking care of Home Loan, Car, Tractor, Used Vehicles, Commercial vehicles
  • Ensure to collect EWI and CPMI cases before 10th of every month
  • Daily & Weekly review is being done with Tele caller team and supporting to meet collection targets
  • Identifying bottom performers and initializing separate strategy for improvement
  • Ensuring escalations to BM/Collections departments for wrong commitments
  • Field verification is being conducted with in TAT for the successful disbursal
  • Manage Filed Visit Of TM/BM/FNF on the High DPC & Risk Cases to ensure collection
  • Monitoring High Billing cases individually on daily basis
  • Waiver matrix approvals as per the process
  • Monitoring Call band and Visit band, and Escalate to Tele callers for completing the same
  • Coordination with Repo Agencies for proper execution of Vehicles Repossession
  • Coordination with HO accounts teams for timely closures of pending cases
  • Daily Review of Low performance team members
  • Daily Feedback of High Billing Tractor cases from FOS
  • Responsible to maintain Shrinkage & Attrition
  • Responsible to make weekly Attendance roster plan for team mates.

Marketing-Data Analyst

Bharti Airtel Ltd.
06.2012 - 10.2015
  • Driving end to end products portfolio and operational process to achieve Usage and Revenue target through segmented Promotion & up-selling through Out Bound call centres agencies -CSPL, SMPL, Wipro & SMB Solutions
  • Monitoring the performance, provide continuous product and performance analysis on segmented products level
  • Drive all new product launches with product placement plan to Retailers, Channel partners and outbound agencies
  • Ensure channel engagement /Product visibilities for long term market strategy to generate incremental business opportunities
  • Working with brand and service delivery team to design communications of various post paid and prepaid products
  • Doing Different types of Ad-hoc analysis on Voice Products, Data Products, Roaming and Value added Services
  • Tracking and analysis on Prepaid & Post-paid Customer base churn movement
  • Analysis penetration of tariff packs and retention on these on ongoing basis using SMS/Auto-diallers
  • Scheduling Marketing (U&R) promotions (SMS/OBD/EOCN/BOD/CLM, CRM, E-bridge)
  • Analysis on market competition offers and launches new products for our customers.

MIS Coordinator - Business Data Analyst

Strategic Marketing Pvt Ltd.
04.2008 - 05.2012
  • Handling Team of around 30 team members and solving escalations received at all touch points
  • Achieving sales and revenue targets through Tele-sales
  • Daily analysis on Tele calling progress report and gave them feedbacks
  • Arranging call backs for customer complaints
  • Handling online and offline complaints (from both agents and customers)
  • Work together with colleagues from other departments to improve efficiency and overall service delivery
  • Prepared annual, quarterly and monthly update accounts on business possibilities
  • Managing and monitoring staff attendance.

Education

Diploma in Computer Applications Software from Tata Infotech Education -

Skills

  • Staff Development

  • Computer Skills

  • Active Listening

  • Team Collaboration

  • Customer Portfolio Management

  • Performance Evaluations

  • Client Engagement

  • Customer Engagement

  • Stakeholder Management

  • Team Leadership

  • MS Office

  • Financial Services

  • Reliability

  • Team building

  • Relationship building and management

  • Organizational Skills

  • Analytical Problem Solving

  • Teamwork and Collaboration

  • Technical Proficiency

  • Performance Analysis

  • Negotiation

  • Hiring and Training

  • Strategic Planning

  • Training and Development

  • Partnership Development

  • Business Analysis and Reporting

  • Performance Tracking and Evaluation

  • Fiscal Management

  • Adaptability and Flexibility

  • Customer Service

  • Cost Control

  • Dialer and Allocation engine management

  • Digital collections-OBD/IVR/Push notification/SMS

  • AI BOT-Collection campaigns and execution through AI bot portals

  • Problem-solving abilities

  • Managing Operations and Efficiency

  • Multitasking

  • Customer Relationships

  • Written and verbal communication

  • MIS reporting

  • Data analysis

  • Advance Excel

  • Employee Development

  • Regulatory Compliance

  • CRM proficiency

  • Risk Management

  • Staff Development

Professional Experience And Skills

Tele Collection & Field Collection, Debt management, Call Center Management, Vendor Management, Agency management/ Business Development, Agency onboarding, Team management, Customer services, Customer retention, Upsell and Revenue, Complaint management, MS Excel/MS Access/AI BOT/Digital Collections/Campaign management/Digital marketing

Professional Skills And Specialties

  • Fast learner
  • Problem solving abilities
  • Ability to deliver consistent performance
  • Team leader and motivator
  • Relationship Management
  • Customer Retention & Services
  • Marketing management
  • Negotiation
  • Business development
  • Agency Management
  • Vendor Management
  • Agency onboarding
  • Events and Promotions Marketing & Communications
  • Customer campaigns
  • Social media marketing
  • Email & SMS Marketing
  • Strategic data analysis
  • Call centre management
  • MIS
  • AI Bot
  • Digital Collections

Personal Information

  • Father's Name: Late.Shri Ashok Kumar
  • Date of Birth: 08/05/87
  • Nationality: Indian
  • Marital Status: Married

Linguistic Abilities

English, Hindi & Punjabi

Awards

  • Rewarded 4 times Best Performer Goal digger award in (FY -2021-2022) (Paytm.)
  • Rewarded Champions league award Best Performer in (FY -2021-2022) (Paytm.)
  • Rewarded Champions league award Best Performer in (FY -2022-2023) (Paytm.)
  • Rewarded as Best Performer award in (FY -2019-20) (Hero Fincorp Ltd.)
  • Rewarded as Best Team leader in (FY-2017-18) (Magma Fincorp Ltd.)
  • Rewarded as Shatranj Ke Khiladi Championship award (Magma Fincorp Ltd.
  • Rewarded as Best Data Analyst/MIS Coordinator -(Bharti Airtel Ltd.)
  • Rewarded as Best Data Analyst/MIS Coordinator - (Strategic Marketing Pvt Ltd.)

Certification

DRA CERTIFICATION

DRA CERTIFIED

I am a DRA Certified professional,

Following benefits: It helps recovery agents develop confidence and communication skills to interact with customers professionally during debt collection.


Timeline

DRA CERTIFICATION

01-2023

Collection Manager

Hero Fincorp Ltd.
07.2019 - 02.2021

Regional Marketing and Alliance Manager

ICICI Bank Ltd.
12.2018 - 04.2019

Assistant Manager-Collections

Magma Fincorp Ltd. (Poonawalla Fincorp)
11.2016 - 12.2018

Marketing-Data Analyst

Bharti Airtel Ltd.
06.2012 - 10.2015

MIS Coordinator - Business Data Analyst

Strategic Marketing Pvt Ltd.
04.2008 - 05.2012

Area Collection Manager

Paytm
2 2021 - Current

Diploma in Computer Applications Software from Tata Infotech Education -

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Nitin KumarArea collection manager