Priyanka Dudheria

Key Responsibilities:

Lead and manage a team of team leaders and junior leaders across three collection products.
Provide guidance, mentorship, and support to team leaders and junior leaders to ensure they meet performance targets and deliver exceptional results.
Develop and implement strategies to enhance collection processes, improve efficiency, and increase collections effectiveness.
Analyze performance metrics and trends to identify areas for improvement and implement actionable solutions.
Collaborate with cross-functional teams to drive initiatives aimed at optimizing collections strategies and maximizing recovery rates.
Conduct regular performance evaluations, provide constructive feedback, and implement training programs to develop team members' skills and competencies.
Monitor compliance with regulatory requirements and company policies to ensure adherence to best practices and mitigate risks.
Serve as a liaison between upper management and frontline staff, communicating organizational goals, initiatives, and performance expectations.
Foster a positive and inclusive work culture that promotes teamwork, innovation, and continuous improvement.

Key Achievements:

Successfully increased collections rates by X% within the first year through the implementation of targeted strategies and process improvements.
Led the development and rollout of a comprehensive training program for team leaders and junior leaders, resulting in improved productivity and employee satisfaction.
Played a key role in optimizing collection workflows and integrating new technologies to streamline processes and enhance operational efficiency.
Received recognition for maintaining high levels of team morale and fostering a supportive work environment, resulting in improved employee retention rates.

Business Performance

o Delivered market specific monthly Cash Collection goals (as assigned per month).

o Ensure production metrics are met for PPWC UK

o Proactively manage targets and performance each month and be able to change/put in place strategies (partnering with dialer team) in order to maximize cash collected for the Market/segment/team

Execution & Delivery Quality

• Maintain a continued focus on Call Quality and develop teammates through coaching on call control, compliance and customer focus. Created innovative solutions around training needs/gaps and supported my people to improve soft skills by holding Team Learning sessions.

Also, held Thursday Process Refreshers where teammates voted for a topic of their choice and conducted the refresher in huddles.

• Goal of 90% Quality score. Continue to drive consistency on call quality (including SA&E error rates/violations) across site and teams. We ensured 94% for the year end average.

• Work closely with the dialer team on dialing strategy, adherence to OFCOM and adherence to compliance. Raise opportunities to the dialer team and be aligned on our story.

People Leadership

• Engagement with teammates and demonstrate effective Leadership on a daily basis. With delegation of responsibilities of team tasks to those who come forward to accept them, created an atmosphere of engagement and satisfaction. Through team bonding sessions, we explored the creative natures of the teammates building a personal connection.

• Performance manage people (without micro managing). Make them accountable for results. Regular chat on teammates performance (bi-monthly) allowed them to see the direction they are heading towards not only in terms of performance but also their overall growth. This initiative definitely helped them to seek more learning in terms of additional tasks.

•REgularly present MBRs/WBRs/ Call Calibrations

• Focus on Attrition Rate/absence rate

• Create a culture of “innovation” and inspire new ideas and ways of doing things (systems, policies and procedures etc)
• Work closely with peers across site.

• Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels
• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
• Developed productive, profitable and achievement-oriented working environments for employees
• conduct interviews with the purpose to hire right candidates for the process
• Joined current project and worked with clients and internal operations to analyze data and identify opportunities for improvement to help clients duplicate process for easy transition
• Designed the stack metrics for the new project
• Created the glide path for the new team to reach the target within 6 weeks
• Designed Compliance parameters for the team
• Designed the Target Vs Achieved Google sheet to track everyday performance and use the data to direct the team members to achieve their goals, creating an atmosphere of healthy competition and high levels of productivity
• Conduct regular one on one's and other feedback sessions as and when required to boost individual performance

Triage & transfer, Collections

Managed a team of 15-20 individuals for a third party client - Capital One, UK

Freelancer

• Customer Service & sales - May 2nd 2006 to June 2009
• Internet Tech support - June 2009 to February 2011
• Disputes & Chargebacks - February 2011 to September 2012
• Card Account Maintenance (backend support) - September 2012 to December 2014