PAUL RAJ S

• Effectively managing a Buy Now, Pay Later (BNPL) postpaid product in the South-1 region, such as Karnataka, Tamil Nadu, Kerala, and Pondicherry, demands a nuanced approach to debt recovery and team leadership. With a significant pool size of over 30 crore and 60,000 accounts in the challenging 90+ to 180+ days delinquency bracket, it's crucial to leverage strategic partnerships with call centers and field collection vendors to maximize recovery efforts. Leading a team of 80 Debt Recovery Agents (DRAs) and 10 supervisors requires strong leadership skills, focusing on motivation, guidance, and accountability to meet both individual and team targets. Regular training sessions are essential to ensure DRAs possess the necessary skills and knowledge to handle diverse customer interactions effectively. Performance reviews play a pivotal role in identifying areas for improvement and recognizing achievements. Creating a supportive environment that encourages open communication can significantly enhance team morale and operational effectiveness. This, in turn, can lead to improved collection rates and customer satisfaction. Additionally, close supervision of regional monitoring vendor teams and thoughtful appointment of agencies for capacity planning, recruitment, and productivity are vital to maintaining a streamlined and efficient collection process. Identifying and developing measurement standards for the improvement of performance and operational effectiveness of the collections team in the agency.

• Having worked as a Collection Manager at HDFC Bank, I was responsible for overseeing retail asset collections within the unsecured suite, specifically focusing on Personal Loans (PL) and Business Loans (BL). My role involved strategizing on the allocation of resources, and conducting thorough data analysis to maximize recoveries. I managed escalations and customer relationship management (CRM) to ensure smooth operations. Part of my responsibilities included appointing referral vendors, and periodically reviewing the collections processes to improve efficiency. I implemented process improvements to ensure recoveries were achieved without any lapses. Additionally, I was involved in training and developing the team to enhance their recovery skills, often collaborating with the legal department for support. Monitoring performance and presenting management information systems (MIS) reports to upper management were key aspects of my role, alongside evaluating trail coding, and managing account-level quality processes. I also supported the legal team in executing legal actions when necessary.

ACHEIVEMENTS:

• Awarded the Silver Star for outstanding performance in retail asset collections for the period of November 2018 at HDFC Bank.
• Rated as a top performer for the recognition of significant contributions to the organization for the period of June 2019.

• Handled the collection of mortgage loans, tractor loans, and gold loans across Karnataka involves a strategic and systematic approach to ensure effective debt recovery and customer relationship management. The key objectives include achieving the resolution targets for various loan products and slabs, particularly focusing on collections from BKT 0 to NPA accounts. Implementing an aggressive, yet assertive, collection call plan is essential to regularize overdue accounts, while a team of in-house collection executives must be efficiently managed and motivated. This requires a focus on optimizing their performance and holding them accountable for results. Analyzing the loan portfolio to minimize and address NC/SKIP cases is crucial, alongside training and monitoring team members to meet individual and group targets. Service standards must be maintained or improved upon within the collections process, which involves coordinating with sales managers to ensure timely customer payments. Daily management of the MIS for collectible and collected accounts, along with field visits for collections in the absence of field officers, is necessary. Special attention should be given to challenging portfolios, like tractor loans and AIB mortgage loans, to consistently achieve benchmark targets.

• In the realm of financial services, managed the recovery of credit card debt, particularly for high-profile clients, like handling Superia, Regalia, and Titanium customers involves not only tele calling on write-off cases, but also collaborating effectively with field collection agencies. A critical aspect of this role is to manage and motivate the recovery agency, ensuring that they are performing optimally and are accountable for their results. Analyzing the credit portfolio to minimize non-contact (NC) and skip cases is essential in identifying potential risks and opportunities for recovery. By coordinating closely with both the collection agencies and the customers, one can efficiently manage the collection of charge-off accounts, thereby improving the financial health of the organization, and maintaining customer relationships.