Pankaj Kumar
Gurugram
Summary
Dedicated collections and OTC specialist with 11+ years of progressive experience across third-party collections and corporate Order-to-Cash environments. Began career managing consumer debt portfolios for over 8 years, building deep expertise in negotiation, recovery strategies, and compliance, before transitioning into OTC collections and receivables management. Experienced in handling complex invoice disputes, cash application, and cross-functional coordination with global stakeholders. Recognized for strong analytical skills, consistent target achievement, and the ability to navigate organizational transitions such as portfolio and process migrations. Committed to delivering operational excellence, improving DSO, and strengthening customer relationships.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager – OTC Collections
Johnson Controls Strategic Transition to Deloitte India LLP (Feb 2026 – Present)
02.2026 - Current
- Continued managing same AR portfolio with unchanged KPIs, KRAs, and performance targets.
- Ensured seamless migration of accounts, customer data, and collection processes.
- Maintained collection performance and stakeholder confidence during transition phase.
- Part of core team retained during Johnson Controls' strategic OTC transition to Deloitte.
Accounts Manager
Johnson Controls
03.2022 - 01.2026
- Managed end-to-end Order-to-Cash (OTC) accounts receivable portfolio, ensuring timely collections and healthy cash flow for construction and service-based invoicing.
- Handled high-value and aged receivables by proactively engaging with customers to resolve payment delays, disputes, and billing discrepancies.
- Led collection efforts for past-due invoices by developing structured follow-up strategies, significantly improving recovery timelines and reducing DSO (Days Sales Outstanding).
- Reconciled complex customer remittances and applied payments accurately to ensure closure of open invoices and maintain clean account ledgers.
- Partnered closely with internal stakeholders including billing, sales, and operations teams to resolve invoice disputes and ensure faster payment realization.
- Maintained strict compliance with company policies, global collection standards, and financial controls while managing sensitive customer accounts.
- Prepared and presented weekly and monthly collection performance reports, aging analysis, and cash forecasts to senior management.
- Consistently achieved and exceeded monthly and quarterly collection targets through strong negotiation skills and strategic account planning.
- Delivered professional and customer-centric communication during collection calls, maintaining strong client relationships while driving payment commitments.
- Supported team members with account insights, dispute handling approaches, and process improvements to enhance overall team performance.
- Played a key role during the transition of OTC operations to a new organization by ensuring smooth handover of portfolios, accurate documentation, and continuity in collections.
- Identified process gaps and recommended improvements in reconciliation, reporting, and follow-up mechanisms to increase operational efficiency.
- Utilized Microsoft Excel and internal ERP systems to track collections, monitor aging buckets, and maintain accurate financial data.
- Consistently met or exceeded collection targets on a monthly and quarterly basis.
- Improved recovery on aged and disputed invoices through structured follow-ups and effective negotiation.
- Maintained strong customer relationships, reducing escalation cases and improving payment turnaround time.
- Successfully managed portfolio transition during OTC business migration with minimal impact on collections and reporting accuracy.
Accounts Manager
Encore Capital Group (Midland Credit Management)
08.2012 - 04.2021
- Managed high-volume consumer debt collection portfolio for U.S. market, ensuring compliance with FDCPA regulations and internal quality standards.
- Conducted inbound and outbound collection calls to negotiate payment arrangements, settlements, and resolve delinquent accounts.
- Delivered consistent performance in meeting and exceeding monthly recovery and productivity targets across assigned portfolios.
- Applied strong negotiation and objection-handling techniques to secure payment commitments while maintaining positive consumer experience.
- Followed structured call-flow models (LAVR framework) to drive effective conversations, improve right-party contact rates, and maximize recoveries.
- Ensured all interactions adhered to Fair Debt Collection Practices Act (FDCPA) and company compliance guidelines.
- Handled escalated and complex customer cases including disputes, financial hardship situations, and settlement negotiations.
- Maintained accurate documentation of call outcomes, payment plans, and account updates within internal CRM systems.
- Built strong rapport with customers by demonstrating empathy, professionalism, and solution-oriented approach during sensitive financial discussions.
- Collaborated with quality, training, and operations teams to maintain high call quality scores and process adherence.
- Consistently achieved performance metrics including promise-to-pay conversions, resolution rates, and collection efficiency.
- Mentored new joiners and team members by sharing best practices in negotiation, call handling, and compliance adherence.
- Recognized for maintaining high productivity, strong recovery performance, and disciplined compliance record throughout tenure.
- Consistently met and exceeded monthly collection and quality targets throughout 8+ year tenure.
- Maintained high compliance and call quality scores aligned with FDCPA and company standards.
- Built strong expertise in U.S. third-party collections, negotiation strategies, and consumer engagement.
- Earned recognition as a reliable and performance-driven team member with strong recovery ratios and customer handling skills.
Education
Bachelor of Arts - Distance Learning
Delhi University
12th - undefined
NIOS
New Delhi10th - undefined
CBSE
Kendriya VidyalayaSkills
- OTC & Debt Collections
- Account Reconciliation
- Dispute Resolution
- Delinquent Account Management
- Negotiation & Communication
- Customer Service
- FDCPA & Compliance
- Microsoft Excel & Word
- Reporting & Analysis
Certification
FDCPA and CBOR Certification.
Languages
English
Advanced (C1)
Timeline
Assistant Manager – OTC Collections
Johnson Controls Strategic Transition to Deloitte India LLP (Feb 2026 – Present)
02.2026 - Current
Accounts Manager
Johnson Controls
03.2022 - 01.2026
Accounts Manager
Encore Capital Group (Midland Credit Management)
08.2012 - 04.2021
12th - undefined
NIOS
10th - undefined
CBSE
Bachelor of Arts - Distance Learning
Delhi University