Sachin Kumar Sharma
Assistant Manager - Collection
Bengaluru
Summary
With over 6 years of dedicated experience in the dynamic realms of collection within the NBFC and Fintech sectors, I bring a proven track record of excellence in managing both unsecured and secured loan portfolios collections. Specializing in a range of financial products including App-based Personal Loans, Business Loans, and Home Loans, Possesses a proven track record of effectively managing collection processes and optimizing recovery strategies to minimize delinquencies while maximizing revenue generation. Strong analytical skills coupled with a comprehensive understanding of industry regulations and compliance standards. Committed to delivering exceptional results through strategic planning, effective communication, and a customer-centric approach.
Overview
6
6
years of professional experience
Work History
Assistant Manager - Collections
NIRA Finance
04.2023 - Current
- Responsible for overseeing all operational aspects of ensuring optimal performance for the multi-stage portfolio, from early to NPA/Write Off stages.
- Directly supervise an in-house team for up to 90 days delinquency cases (bucket-3). Also, tasked with enhancing performance in riskier stages like NPA/Write Off through effective strategies and collaboration with external partners such as legal agencies, third-party collection agencies, and freelance field executives to achieve the best outcomes.
- Leading a team that encompasses 5 in-house Team Leaders, over 15 Junior Team Leaders, and more than 175 in-house Callers, alongside managing 4 agency managers and over 30 external vendors. Directly overseeing operations from early to the NPA/Write Off stage for both in-house and third-party agencies.
- Strategized and executed comprehensive manpower and capacity planning strategies to efficiently manage workload demands.
- Develop and implement effective collection strategies and tactics to reduce delinquency rates.
- Implemented proactive pre-digital interventions prior to customer due dates, engaging with them to facilitate timely payments. Additionally, devised strategies to address challenging cases where customers exhibited irregular payment patterns, initiating pre-due calls for resolution.
- Designed and managed comprehensive incentive programs for both internal and external collection teams, driving performance and exceeding collection targets.
- Facilitated end-to-end coordination with Payroll and Finance departments to ensure accurate and timely payout of commissions and incentives.
- Utilized data analytics to identify trends and develop targeted collection strategies, targeted allocation strategy as per risk category of cases leading to significant improvements in overall collection efficiency and revenue recovery.
- Maintained accurate records of all collection activities, facilitating transparent communication between departments and timely resolution of disputes.
- Reduced bad debt write-offs by consistently identifying high-risk accounts and taking appropriate action to minimize losses.
- Closely monitored in-house and external team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Possess practical expertise in using dialer platforms such as TeleCRM, Contaque, Convox, IkonTel, Ameyo, Genesys, and others.
- Proficient in utilizing outbound dialer systems to initiate and manage high-volume call campaigns. Skilled in configuring dialer parameters to optimize call connect rates and agent productivity.
- Proficient in analyzing data from dialer reports to identify trends and opportunities for improvement in outbound calling strategies.
- Provided training and support to reportee/agents on using dialer features effectively to enhance outbound calling performance.
- Ensure that there is adequate Feet on Street availability area-wise /bucket-wise/ segment-wise and obtain daily updates from all collection executives /agencies on delinquent portfolio & initiate detailed account level review of high-ticket accounts.
- Provide early warning alerts and feedback to risk, operations, legal, credit, and business teams to enhance collections and underwriting processes. Additionally, provide insights and recommendations for improvement, aiding in refining strategies and approaches.
- Led cross-departmental initiatives aimed at minimizing bad debts exposure through early detection of warning signs in customer behavior patterns.
- Utilize data analytics to identify trends and patterns in default rates, payment behavior, and customer demographics.
- Developed comprehensive training programs for new hires, ensuring consistent performance standards across the team.
- Assisted upper management in developing annual budgets by providing accurate forecasts of anticipated revenues from outstanding receivables.
- Consistently met or exceeded monthly collections targets by effectively managing workload priorities and maintaining a strong sense of urgency in addressing past-due accounts.
- Established a positive work environment that encouraged team collaboration, fostering increased productivity and employee retention rates.
- Provided essential support during external audits by preparing detailed reports on account histories and collection activities, demonstrating commitment to transparency and accuracy in recordkeeping.
- Stay updated with industry best practices, new collection technologies, and regulations to enhance collection strategies.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Organized and detail-oriented with a strong work ethic.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Coordinated legal actions when necessary, working closely with attorneys to ensure proper documentation and representation.
- Developed customized reports to track collection metrics, enabling management to make informed decisions on resource allocation and strategy adjustments.
Team Lead
Navi Finserv Limited
02.2021 - 03.2023
- Responsible for Managing the day-to-day operations of more than 65+ employees, including 5 TL's Apprentice's and 10 Sr agents.
- Allocating the assignment to the collection executive through the mail, Uploading the cases to the company collection portal, and regularly monitoring the efforts of the agents by regularly retrieving the calling feedback and attempts
- Developed debt collection strategies and plans and assisted collection executives team members consistently.
- Meeting or exceeding performance expectations for collection efforts for assigned accounts.
- Defined and designed strategic interventions to manage bounce rates, inflows, allocations, and prioritization through segmentation.
- Tracking the performance, ensuring all daily, weekly, and monthly productivity SLAs are met, and coaching agents on areas that need improvement.
- Identifying performance-related issues, developing an improvement action plan, and carrying out corrective action.
- Ensure the team is 100% knowledgeable on the process and that all updates are communicated in a systematic way.
- Finding potential leaders and coaching them to take up additional responsibilities while also mentoring and training team members for their current and future roles.
- Monitoring of the quality of agents recruited; providing the feedback to hiring team when required.
- Monitored team performance, providing suggestions for improvement and training programs to boost team efficiency.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives, and facilitating team- building activities.
- Coordinating with both internal and external stakeholders to ensure efficient operations and the collection process.
- To find alternate approaches to enhancing collections efficiency.
Collection Executive
Home Credit Finance Private Limited
03.2018 - 02.2021
- Calling the customers to remind them of the due date of the installment
- Reminder calls to delinquent customers who failed to make the EMI payment; follow up with the customers till the payment is received
- Explain the consequences to customers of not paying on time, escalating irregular cases to the supervisor, and seeking help in closing them.
- Ensure that all details of the calls & update on collections are updated on the system as per the process
- Work with the team members and the team lead to ensure the team meets the targets month on month
- Handled customer concerns and escalated major issues to the supervisor.
- Collaborated with team members to achieve target results.
Education
Bachelor of Commerce - accounting and finance
Lalit Narayan Mithila University
12th Commerce - BSEB
J. K. College Darbhanga
Skills
Strategic Planning and Analysis
undefinedTimeline
Assistant Manager - Collections
NIRA Finance
04.2023 - Current
Team Lead
Navi Finserv Limited
02.2021 - 03.2023
Collection Executive
Home Credit Finance Private Limited
03.2018 - 02.2021
Bachelor of Commerce - accounting and finance
Lalit Narayan Mithila University
12th Commerce - BSEB
J. K. College Darbhanga
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