RITIKA SHARMA
Delhi
Summary
Accomplished Collections & Recovery professional with over 15 years managing high-value delinquent portfolios in secured and unsecured products. Expertise in reducing NPA/GNPA through negotiation, skip tracing, and recovery management. Skilled in leading teams and overseeing compliance with regulations, while optimizing loss mitigation and settlement structuring.
Overview
2
2
Languages
21
21
years of professional experience
Work History
Collection & Operations Head
Smart Customer Services India
11.2024 - Current
- Managed end-to-end collections work for domestic and international bank portfolios with team of 150+ collection analysts and team managers.
- Handled international UAE portfolios for Emirates NBD, First Abu Dhabi Bank, RAKBANK, and CBI across secured and unsecured products.
- Supported domestic portfolios for Standard Chartered Bank, HDFC Bank, SBI Bank, and HDB Finance across PL, cards, recovery, and bucket management.
- Onboarded new bank portfolios and enhanced billing value on existing contracts to support business development.
- Raised and managed invoices for international portfolios; oversaw all billing operations.
- Conducted monthly online audits for India office across all bank portfolios, processed international invoices, and tracked team manager performance alongside client escalations.
- Monitored team manager performance and proactively managed client escalations to ensure effective resolution.
Area Debt Manager (Grade CM1)
ICICI Bank
04.2024 - 10.2024
- Managed secured and unsecured delinquency across Buckets 1–4, improving recovery rates in assigned territory.
- Oversaw skip tracing, asset investigation, and repossession activities for Auto, Home, Commercial Vehicle, and OD portfolios, ensuring compliance and optimizing recovery processes.
- Maintained regulatory compliance (FDCPA/FCRA) and managed Business Process Risk Control inventory.
- Identified, escalated, and mitigated operational risks across business units; supported gap remediation for key controls.
- Collaborated with legal and dealer network to structure settlements, enhancing efficiency of end-to-end recovery cycles.
Senior Manager (Grade M2)
ICICI Bank
05.2018 - 03.2024
- Managed Northern India secured product portfolio (INR 450 Cr) as Wealth Relationship Manager, handling high-net-worth clients.
- Led NPA reduction initiatives by identifying and resolving Potential Common Borrower (PCB) portfolios, contributing to overall portfolio stability.
- Monitored and analyzed NPA trends to address portfolio risks proactively, enhancing recovery processes.
- Managed relationships with business partners and Enterprise Control Functions to ensure compliance and operational efficiency.
- Joined at Grade M1; promoted to M2 in April 2022.
Deputy Manager
HDFC Bank
02.2016 - 04.2018
- Recognized as Best Manager for excellence in portfolio management, resolving escalations with 100% customer satisfaction.
- Achieved 95% normalization and 85% stabilization rates, significantly improving portfolio performance.
- Managed Bucket X of credit card portfolio for North India, leading a call-center team of 100+ to enhance operational effectiveness.
Assistant Branch Manager
Muthoot Finance Ltd
03.2015 - 01.2016
- Achieved cross-selling targets in Forex, Insurance, Gold Loans, Health Insurance, and Air Tickets, enhancing overall service offerings.
- Managed branch vault, increasing book size through effective sales and interest collection strategies.
- Supervised branch operations for Muthoot Finance gold loan services
- Managed loan disbursement, repayment, and documentation processes
- Reviewed KYC documents and customer records for compliance
Collection Officer
Standard Chartered Bank
01.2006 - 11.2010
- Contacted customers about overdue Standard Chartered Bank accounts and repayment options.
- Negotiated payment arrangements using bank collections policies and customer profiles.
- Reviewed delinquent portfolios and prioritized follow-up actions for active accounts.
- Negotiated settlements and cross-sold bank products to strengthen customer relationships.
- Recovered blocked credit cards while developing target plans that maintained zero escalations.
Education
MBA -
IMT Ghaziabad
Delhi01-2011
Skills
- Debt Recovery & Negotiation
- Unsecured Collections (Cards/PL)
- Secured Asset Recovery (Auto/Mortgage/OD)
- Delinquency & Bucket Management
- NPA/GNPA Reduction
- Skip Tracing & Asset Investigation
- Debt Settlement Negotiation
- Regulatory Compliance (FDCPA/FCRA)
- Escalation & Risk Management
- Team Leadership (150 staff)
- Team Development
- SLA Management
- Advanced MS Excel
- Cross-Border Collections
Personal Information
- Title: Senior Collections & Recovery Specialist
- Availability: Notice Period: 1 Month
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Collection & Operations Head
Smart Customer Services India
11.2024 - Current
Area Debt Manager (Grade CM1)
ICICI Bank
04.2024 - 10.2024
Senior Manager (Grade M2)
ICICI Bank
05.2018 - 03.2024
Deputy Manager
HDFC Bank
02.2016 - 04.2018
Assistant Branch Manager
Muthoot Finance Ltd
03.2015 - 01.2016
Collection Officer
Standard Chartered Bank
01.2006 - 11.2010
MBA -
IMT Ghaziabad