Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Languages
Timeline
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SANDEEP KUMAR SINGH

Gurugram

Summary

Results-driven and highly experienced Collections and Recovery Professional with over 11 years of proven expertise in managing end-to-end recovery processes for both secured and unsecured loan portfolios. Skilled in handling collections across all delinquency stages—from Bucket 0 to Write-off/NPA—with strong exposure to retail lending products, including personal loans, home loans, credit cards, two-wheeler loans, and SME portfolios. Possess hands-on experience in Pan-India-level agency management, including onboarding, training, and performance monitoring of recovery partners. Adept at leading field and telecalling teams, setting targets, tracking performance, and driving strategic recovery actions while ensuring strict compliance with RBI guidelines and the internal code of conduct. Demonstrated ability in handling high-risk, high-value accounts, skip tracing, legal escalations (Section 138, SARFAESI, NCLT), and implementing innovative collection strategies to maximize recoveries and minimize delinquencies. Known for a balanced approach combining customer empathy with assertive recovery practices, delivering consistent results even in challenging market conditions.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Collections Manager

Zopper
Noida
02.2025 - Current
  • Agency Supervision: Monitor, manage, and guide multiple third-party collection agencies to ensure target achievement and adherence to compliance.
  • Individually visit and handle high-bucket, high-risk, and chronic delinquent customers across the Pan-India level to drive resolution, negotiate settlements, and reduce NPA exposure.
  • Strategically engage with difficult or skip customers through personal visits, field investigations, and direct negotiations for recovery.
  • Strong expertise in field recovery operations across the North Region, with in-depth knowledge of the Delhi, Gurgaon, Noida, Faridabad, Sonipat, Panipat, Ambala, Ghaziabad, Hapur, Mathura, and Agra markets.
  • Conducted daily and weekly field visits for customer follow-ups, delinquency control, and recovery negotiations.
  • Proven track record of handling local agencies, skip tracing, and chronic delinquent customers within assigned geographies.
  • Excellent territorial mapping and market knowledge, ensuring effective case allocation, timely collections, and strong network management.
  • Daily Review & Follow-up: Conduct daily follow-ups with agencies for bucket-wise recovery progress, broken PTP (Promise to Pay) tracking, and resolution of high-value delinquent cases.
  • Portfolio Management: Track and manage delinquent accounts across all buckets (DPD-wise), ensuring timely action on skip, write-off, and hard bucket accounts.
  • Reporting & MIS: Prepare and submit daily MIS reports, collection dashboards, and exception reports to regional heads, or zonal managers.
  • Compliance & Audit Readiness: Ensure the agency and team adhere to RBI and organizational compliance norms, audit processes, and documentation standards.
  • Customer Engagement: Resolve disputes, escalations, negotiate settlements, and ensure positive customer interactions during the recovery process.
  • Training and Quality Control: Regularly train agency staff and field executives on the collection process, system usage, and soft skills to maintain quality standards.
  • Renewal Collection Management for leading life insurance partners, including HDFC Life, Bharti AXA, Edelweiss Tokio, ICICI Prudential, SBI Life, Tata AIG, Pramerica, Aditya Birla, Bajaj, etc.
  • Supervision of PAN India field executives, including 3 executives in Delhi NCR, 2 in Hyderabad, 2 in Bangalore, and 4 in Mumbai, with daily coordination and performance tracking.
  • Setting up and reviewing Daily Run Rate (DRR) targets for individual executives and teams to ensure consistent achievement of monthly renewal goals.
  • Field Planning & Allocation: Assigning location and PIN code-wise cases to field executives for customer visits and timely renewal follow-ups.
  • Customer Interaction: Monitoring direct field visits at customer addresses for premium renewal recovery, and policy continuation.
  • Managing and supporting six collection agencies in Delhi NCR, including setting monthly targets, ensuring compliance, and driving achievement through continuous engagement.
  • Generating and reviewing daily performance reports, tracking broken promises to pay (PTP), and optimizing field productivity through strategic guidance.
  • Ensuring field operations are compliant with company policies and guidelines for ethical recovery and customer service.

Field Recovery Manager

Smartpaddle Technology Pvt ltd (Bizongo)
Gurugram
03.2023 - 01.2025
  • Account & Receivables Management: Oversaw pan-India revenue sheets to monitor account status and flag overdue payments.
  • Managed portfolio delinquency, accounts receivable, and client dispute resolution.
  • Conducted regular field visits to resolve chronic and high-risk cases across North India, and Delhi NCR.
  • Initiated legal recovery actions, including Section 138 notices, demand/legal notices, and NCLT filings for accounts over 1 Cr.
  • Sent dunning letters and follow-ups for bounced checks and overdue accounts.
  • Credit Control and Documentation: Determined credit limits and payment terms (30, 60, 90 days) based on risk assessment.
  • Ensured proper documentation of sales contracts, invoices, and credit agreements.
  • Created and maintained client, seller, and purchase ledgers; issued debit/credit notes.
  • Reconciled client accounts regularly to ensure balance accuracy and transparency.
  • Collections Strategy & Execution: Designed and implemented collection flow strategies to reduce aging receivables.
  • Set and tracked monthly collection targets for internal and regional teams.
  • Prioritized on-account collections, and cleared backlog entries proactively.
  • Maintained invoice tracking systems to follow up with operations and marketing on pending payments.
  • Client Engagement and Communication: Conducted early reminder communication with borrowers via SMS, WhatsApp, email, and phone.
  • Used personalized messaging to create urgency, and reduce default risk.
  • Collaborated with the sales team to ensure the timely delivery of goods while maintaining credit discipline.
  • Reporting & Analytics: Generated debtors' aging reports to streamline the overdue recovery process.
  • Created reports for check deposits, document status, and agreements for management review.
  • Utilized tools like Tally, Power BI, Goops, and Metaphase for ledger and data management.
  • Team & Field Agency Management: Hired and trained field agents with strong negotiation, communication, and local knowledge.
  • Deployed field teams on high-value recovery accounts for maximum impact.

Senior Executive

Sunstone Eduversity Pvt Ltd
Gurugram
08.2021 - 02.2023
  • Maintained strict confidentiality and data protection standards for students' financial and employment records.
  • Tracked graduate employment status to determine repayment schedules and trigger invoicing timelines.
  • Managed an updated database of student placements and corresponding payment schedules.
  • Generated and issued accurate and timely invoices once students secured employment.
  • Ensured the invoicing process aligned with placement timelines and financial agreements.
  • Communicated professionally and clearly with students regarding their financial responsibilities post-placement.
  • Supported the finance and placement departments by providing real-time data on student repayments and employment updates.

Senior Executive

Sbi Cards & Payment services ltd
Gurugram
10.2019 - 08.2021
  • Handled Bucket 3 delinquency accounts (61-90 DPD) for SBI Credit Cards, ensuring timely recovery through tele-calling and field follow-ups.
  • Managed and achieved three critical recovery targets: Norm Collection, Rollback Collection, and Flow Control.
  • Engaged with customers through calls, SMS, and field visits to negotiate payments, settlements, and resolve disputes professionally.
  • Personalized communication and one-on-one negotiation for settlements or structured payment plans.
  • Regular follow-ups and direct field visits to build urgency and ensure resolution.
  • Escalation handling and legal recovery coordination when required.
  • Developed and followed a portfolio-wise action plan with daily, weekly, and monthly targets aligned by balance category.
  • Maintained detailed MIS reports and balance-band wise recovery dashboards for performance analysis and reporting.

Senior Associate

Paisa Bazaar
Gurugram
02.2019 - 10.2019
  • Contacted customers with overdue accounts through phone calls, emails, and formal letters.
  • Persuaded customers to clear dues and negotiated feasible repayment plans based on their financial situation.
  • Maintained detailed records of payment commitments and conducted timely follow-ups to ensure compliance.
  • Achieved monthly and quarterly collection targets by implementing strategic recovery techniques.
  • Regularly followed up with customers to ensure timely honor of payment promises and reduce delinquency.

Senior Telecaller

Hdb Financial Services
Delhi
04.2015 - 01.2019
  • Contacted customers with overdue card payment via calls, SMS, WhatsApp, and emails.
  • Conducted field visits for follow-ups, especially for Bucket 1, 2, and NPA stage customers.
  • Persuaded borrowers to make timely payments and negotiated settlement, part payments, or restructuring options when required.
  • Tracked and updated Daily Run Rate (DRR) and follow-up logs for assigned accounts.
  • Monitored customer accounts to identify payment delays and initiate timely recovery actions.
  • Ensured accurate documentation of promises to pay (PTP), field visits, and skip tracing activity.
  • Followed RBI guidelines and HDFC Bank's Code of Conduct to ensure ethical collection practices.
  • Coordinated with recovery agencies and field collectors to achieve monthly and bucket-wise targets.
  • Identified and escalated hardship or high-risk cases for legal or repo action if required.
  • Maintained strong customer relations by handling disputes professionally and resolving payment concerns.
  • Submitted daily, weekly, and monthly collection reports to the reporting manager and collection head.

Executive

Aegis Bpo
Lucknow
04.2014 - 04.2015
  • Conducted timely outbound calls to customers with overdue postpaid bills, reminding them of payment due dates.
  • Resolved customer issues related to billing discrepancies, late fees, and service interruptions.
  • Followed up consistently to ensure that payment commitments were fulfilled within the agreed timelines.
  • Encouraged customers to clear outstanding dues to avoid service disconnection, or penalties.
  • Negotiated and arranged repayment schedules for financially distressed customers through mutual agreement.
  • Achieved monthly and quarterly recovery targets by applying efficient collection strategies.
  • Coordinated with billing and customer support teams to resolve account disputes and update the status.
  • Prioritized high-value and chronically overdue accounts to maximize recovery potential.
  • Maintained a polite, professional, and empathetic tone during all interactions to protect customer relationships.

Education

MBA - Finance & Accounting

Uttranchal University
Dehradun
07.2026

Bachelor of Science -

Ram Manohar Lohia Avadh University
Faizabad, UP
07.2014

12th -

UP BOARD
UP
03.2011

10th

Kendriya Vidyalaya
Arunachal Pradesh
03-2009

Skills

  • Advanced Excel
  • Field recovery
  • VLOOKUP
  • Pivot table
  • H -lookup
  • MS Outlook
  • Collections
  • Collections strategy
  • Non-performing asset management
  • Recovery
  • Credit Control
  • Credit risk
  • Google Sheets and dashboards
  • Tally ERP
  • Business intelligence tools
  • Professional billing and invoicing
  • Professional Microsoft Excel proficiency
  • Professional reconciliation and recovery
  • Professional team handling and revenue analysis
  • Professional recovery manager

Certification

  • DRA, 05/01/15
  • Sarfaesi Act, 12/01/25

Accomplishments

  • Employee of the Month - Recognized for outstanding performance and contribution to monthly targets.
  • Received 'Star of the Month' appreciation from Co-Founder & CEO, Mr. Sachil Agarwal, for exceptional work and dedication.
  • Awarded 'Star of the Quarter' Certificate for consistent high performance and commitment to excellence.
  • Granted 5 ESOP shares by the company in recognition of outstanding results and continuous dedication to organizational success.

Hobbies and Interests

  • Traveling
  • Swimming
  • Cooking

Languages

  • English
  • Hindi

Timeline

Collections Manager

Zopper
02.2025 - Current

Field Recovery Manager

Smartpaddle Technology Pvt ltd (Bizongo)
03.2023 - 01.2025

Senior Executive

Sunstone Eduversity Pvt Ltd
08.2021 - 02.2023

Senior Executive

Sbi Cards & Payment services ltd
10.2019 - 08.2021

Senior Associate

Paisa Bazaar
02.2019 - 10.2019

Senior Telecaller

Hdb Financial Services
04.2015 - 01.2019

Executive

Aegis Bpo
04.2014 - 04.2015

MBA - Finance & Accounting

Uttranchal University

Bachelor of Science -

Ram Manohar Lohia Avadh University

12th -

UP BOARD

10th

Kendriya Vidyalaya

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SANDEEP KUMAR SINGH