Rupesh Mohan Kalsekar
Dombivali-East
Summary
Over 14 years of extensive experience in knowledge maintenance, training & mentoring of new team members, client management. Self-motivated team player and organized to keep pace with the fast-changing environment. Working designated as Sr. Collection Operation Manager with Kissht, Mumbai for Collection Process. Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective. Honor of receiving various awards & recognitions based on Commendable Performance.
Overview
15
15
years of professional experience
Work History
Senior Operation Manager -Collections
Kissht Finance -SI Creva Capital Services Pvt. Ltd.
Mumbai
12.2020 - Current
- Overseeing the collection efforts across all collections.
- Monitor and analyze the performance of the collections team, implementing measures to improve productivity and success rates.
- Managing 350+ CSA and support team as 3 DMs, 7 AMs, and 28 TLs.
- Conduct revised/refresher policy and process training of support team at regular intervals.
- Managing cost by bringing in efficiency on collection processes, as well as optimization on the same.
- Review the performance of outsourced and support staff, and give feedback and support to achieve the desired result, as per the target.
- Strict adherence towards process compliance as per audit requirement and RBI guidelines.
- Created monthly reports for senior management summarizing operational performance metrics.
Collection Manager
Indiabulls Consumer Finance
Mumbai
12.2018 - 11.2020
- Managing and monitoring productivity of the 80+ FCE Team and 10 Support Team.
- Conduct revised/refresher policy and process training of FCE team at regular intervals.
- Managing cost by bringing in efficiency on collection processes, as well as optimization on the same.
- Provide recommendations to the Sales/Credit Team on intentional defaulters, alert on alarming customer segments, and demarcate negative areas.
- Provide timely feedback to superiors, cross-functional teams, and scenarios to enable business decisions and deliverables.
- Coordinate and liaise with the Legal Department and operations for strict adherence to the law and process note manual, code of conduct, and other applicable norms.
Assistant Manager
Conneqt Business Solution (TBSS)
Thane
12.2016 - 11.2018
- Overseeing the Team Leaders, Field Team Leaders, and Agencies collection team for "Tata Motors Finance Ltd" Collection process.
- Coordinate with MIS and team leads to publish daily reports, do cross check on the same before publishing.
- Constantly work on improving the main KPIs like NPS/CSAT/FCR & Quality
- Give a download to Team Leaders about the strategic plan set by Managers.
- Ensured compliance with safety regulations and company policies.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Assistant Manager
Intelenet Global (Serco)
Thane
10.2014 - 12.2016
- Overseeing the Team Leaders and manage the Entire Team for 'ICICI Bank' Small Business Loan Collection
- Give download to Team Leaders about strategic plan set be Managers
- Providing process training to new team members
- Set team members to achieve monthly targets
- Handle escalations & provide closer report to manager
- Resolve queries & give appropriate guidance to customer
- Conducting daily briefing of team for sharing new ideas and product knowledge
- Focus on DDR & Month Team Targets
Team Leader
E-NXT FINANCIAL LTD, A TATA ENTERPRISES
Thane
01.2011 - 09.2014
- Handling Tele-collection team for NBFC (TMFL) high buckets collection process
- Provide various MIS reports to clients
- Conducting monthly refreshment training for better process knowledge
- Coordinate with field team for higher buckets cases
- Daily review and collecting case wise feedback from Team Members
- Maintaining track on daily PTP and collection
- Providing process training to new team members
- Set team members to achieve monthly targets
- Analyses the individual performance of each team member and motivated them to perform even better
- Listening to random calls of CSA's for better calling quality
- Conducting daily briefing of team for sharing new ideas and product knowledge
Sr.CSA
E-NXT FINANCIAL LTD, A TATA ENTERPRISES
Thane
01.2010 - 01.2011
- Handling inbound and outbound calls for collection of NBFC
- Collecting dues of outstanding for the defaulter customers
- Collection & Recovery of higher buckets contract
- Informing customer about legal action
- Generating daily PTP and keeping track on the same
Education
B.Com -
Osmania University
A.P.03.2009
H.S.C. -
Intermediate Education
A.P.03.2006
S.S.C -
03.2004
Skills
- Workforce Management
- Staff Development
- Expense Tracking
- Strategic Planning
- Business Development
- Performance Management
Accomplishments
- Awarded as Team of the Quarter at E-Nxt Financial Ltd. for July-September 2011.
- Awarded as Team of the Quarter at E-Nxt Financial Ltd. for October-December 2011.
- Awarded as Team of the Quarter at E-Nxt Financial Ltd. for April-June 2013.
- Awarded as Team of the Year at E-Nxt Financial Ltd. for 2013.
- Awarded as Best Operation Manager of the Year at Kissht for 2022.
- Awarded as Best Operation Manager of the Year at Kissht for 2024.
Personal Information
- Date of Birth: 09/11/87
- Marital Status: Married
Languages
- Marathi
- English
- Hindi
Timeline
Senior Operation Manager -Collections
Kissht Finance -SI Creva Capital Services Pvt. Ltd.
12.2020 - Current
Collection Manager
Indiabulls Consumer Finance
12.2018 - 11.2020
Assistant Manager
Conneqt Business Solution (TBSS)
12.2016 - 11.2018
Assistant Manager
Intelenet Global (Serco)
10.2014 - 12.2016
Team Leader
E-NXT FINANCIAL LTD, A TATA ENTERPRISES
01.2011 - 09.2014
Sr.CSA
E-NXT FINANCIAL LTD, A TATA ENTERPRISES
01.2010 - 01.2011
B.Com -
Osmania University
H.S.C. -
Intermediate Education
S.S.C -
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