Onkar Bajrang Jagtap

Collection Manager – Credit Card Collections | Axis Bank (Bucket 1 Process)

• Oversaw the Bucket 1 credit card collections process for Axis Bank, managing early-stage delinquency accounts and ensuring timely follow-ups.
• Coordinated daily with Assistant Managers and Team Leaders to review collection strategies, monitor progress, and drive recovery performance.
• Conducted cycle-wise performance analysis, identifying trends, gaps, and actionable insights to improve collection effectiveness.
• Maintained high call quality standards by enforcing compliance protocols and monitoring customer interactions.
• Managed the escalation matrix, ensuring prompt resolution of sensitive or high-risk cases and maintaining client satisfaction.
• Acted as the key point of contact with Axis Bank clients, attending regular review calls with senior stakeholders to present updates, share reports, and align on targets.
• Played a pivotal role in aligning operational execution with client expectations, ensuring smooth communication between internal teams and external stakeholders.

• Managed Axis Bank Credit Card (BKT 1) collections
• Handled managed portfolios of Business Loan and Educational Loan (Bucket 1)
• Led performance-driven teams through daily performance tracking and strategic reviews
• Developed and implemented targeted recovery strategies in coordination with the Collection Manager
• Supported Team Leaders in understanding and executing recovery strategies effectively
• Coordinated with agents to handle high-ticket size customers, ensuring focused follow-ups and faster resolutions
• Ensured timely closure of non-performing accounts through strong field engagement and customer communication

Collections & Customer Service | John Deere (Bucket 1 Process)

• Led the Bucket 1 collections process for John Deere farm equipment loans, setting DRR targets and consistently driving the team to meet performance benchmarks.
• Supervised a team of agents, providing guidance, performance monitoring, and motivation to ensure high productivity and adherence to collection protocols.
• Coordinated with the Quality Assurance team to maintain high call quality standards, ensuring compliance with internal policies and customer service expectations.
• Engaged directly with customers to resolve payment issues, clarify concerns, and build rapport for improved repayment outcomes.
• Oversaw key activities including charges calling, reminders, PDD allocation, and welcome calls for newly purchased equipment.
• Took initiative to address shrinkage and attrition, ensuring team stability and operational continuity.

• Managed diverse retail banking portfolios including:
  • ICICI Bank Consumer Loan Write-off and Personal Loan Write-off
  • Yes Bank Credit Cards (Bucket X to Write-off)
  • Yes Bank Home Loan (Bucket X and 1)
  • Reliance Home Loan (Bucket 1 to 6)
  • ICICI Bank Auto Loan (Bucket X)
  • Led a team of telecallers and field executives, ensuring timely collections and minimizing delinquencies.
  • Implemented and monitored daily, weekly, and monthly collection strategies across early and late-stage delinquency buckets.
  • Delivered regular performance reviews, mentoring, and coaching to team members to meet and exceed recovery targets.
  • Coordinated closely with field collection staff for skip tracing and resolution of high-risk accounts.
  • Maintained strong customer communication to resolve disputes and negotiate repayment terms.
  • Prepared MIS reports for portfolio performance and reported escalation cases to senior management.
  • Ensured strict adherence to compliance, legal, and operational procedures in all recovery efforts.

Collection Officer – Two-Wheeler Loans | HDFC Bank & Bajaj Finance
Bucket 1 & Write-Off Accounts

• Managed Bucket 1 and write-off accounts for two-wheeler loans, focusing on early-stage collections and recovery efforts.
• Conducted regular follow-ups with customers via phone and in-person visits to discuss overdue payments and encourage resolution.
• Performed field visits to customer homes and offices to verify addresses, negotiate repayments, and ensure timely collection.
• Facilitated payment collection through both cash and digital channels, ensuring secure handling and accurate documentation.
• Coordinated and executed the repossession of two-wheelers from customers who failed to make payments after repeated follow-ups, in compliance with company policies and legal guidelines.