Hi, I’m
Sandesh Gaikar
Credit And Collection Professional
Mumbai
Summary
A dynamic and detail-oriented professional, with proven expertise in understanding the Finance (Account Receivable) and Credit Collection (Retail & Corporate) aspect of the company. Currently spearheading with Acenna Technology Solutions Pvt Ltd - MUMBAI. Possess an inquisitive mind, creative thinking, excellent organizational skills, flexible & detail-oriented attitude combined with strong analytical & information analysis skills. Possessing a proven ability to interact with a diverse range of people in a professional manner. Possess a very strong understanding of the collection processes being addressed. Strong team builder, fostering an atmosphere that motivates highly talented professionals to balance high-level skills with maximum productivity.
Independent decision-making skills and sound judgment to positively impact company success.
Overview
20
years of professional experience
Work History
ACENNA TECHNOLOGY SOLUTIONS PVT LTDNavi Mumbai
OPERATION MANAGER
02.2022 - Current
Job overview
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Increased profit by streamlining operations.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Developed systems and procedures to improve operational quality and team efficiency.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Tracked new business generated by BMS's and plan capacity planning.
- Trained new employees on proper protocols and customer service standards.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies & ensuring timely deposition of cash within TAT.
- Assisted in recruiting, hiring and training of team members.
LIQUILOAN – NDX P2P Pvt LtdMumbai
CENTER MANAGER
07.2020 - 02.2022
Job overview
- Managing debt collections for Retail products of the Company through an In-house tele calling team & network of collection agencies of West & South
- Creation of SOP & Strategies for Bucket and Fees Collection (Live & MAT)
- Monitoring and managing pre-debt recovery collections cycles
- Starting up new collection projects with zero cost strategies & dealer on boarding – collection
- Heading Pristine Care Team – Pan INDIA
- Managing overall performance For Captive and FLDG segment
- Proactively escalating disputes to Management
- Timely follow-ups for cancellation to reduce overall impact
- Proactively working on FLDG Settlements
- Whistle blower for Credit on new default trend
- Reviewing cancellation trends to spot issues and identify improvement opportunities
- Issuing Legal Notice
- Monitor progress of legal actions through liaison with company advocate
- Handling PAN India Customer escalations
- Ensure Timely dues collection (overdue fees collection)
- Reviewing performance
- Identify Process GAPs and do necessary changes in operational strategies
- Reduce cost of collection using rule base Strategical Collection Campaigns – Legal SMS IVR & Lock Adalat
- Evaluated and enhanced digital collections programs to strengthen operations.
- Agency allocation and Management
- Tech Implementation
- Auto Dialers, IVR, MIS, Allocation & referral Logics.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reduced operational risks while organizing data to forecast performance trends to help proper capacity planning.
- Reduced financial inconsistencies while assessing and verifying billing invoices and cost of collections.
KISSHT FINANCEMumbai
MANAGER
06.2019 - 07.2020
Job overview
- Manage the entire collection process, from customer onboarding to recovery of dues
- Ensure smooth functioning of the process by following all RBI guidelines and audit guidelines
- Ensure Collection quality throughout process
- Currently taking care of 4 direct and 60 indirect reporters
- Handling Consumer Durable of Bucket 0, 1 & NW-Recoveries Bucket for pan India location
- Managing a team of Skip tracers for NW Pool
- Coordination with Skip-tracing vendors
- Handling Fees collection on live and matured pool
- Acting as a SPOC for Quick-Loan customer escalation
- Heading Grievance Redressal team of Kissht finance
- Managing SMS and IVR campaigns & their responses to improve customer engagement
- Coordinate with IT team for System related issues
- Raise new requirements as per collection requirements
- Core Member of Auto-Dialer implementations team
- Set DRR & Milestone for achieved collection target smoothly
- Grooming and encouraging all team members for the next level
- Doing analysis on the database and always bifurcated the associates based on their tenure, quality, product knowledge and convincing skills in order to get the data churned or allocated properly
- Creating competition within the team like running different contest to keep the floor lively & enthusiastic
- Strategic planning on daily work to achieve short terms goals / Milestones.
AKULAKU ONLINE SERVICESMumbai
MANAGER COLLECTION SERVICE
05.2017 - 06.2019
Job overview
- Handling total product lifecycle post credit approval to timely collection of payment
- Setting up Collection process for Akulaku-Vietnam on entire Customer Lifecycle (Online Lending), designing Debt
- Collection goals, KPIs, and metrics and analyze results
- Work closely with Risk Management to design collections strategy
- This includes segmentation, tools, technology, geography, Collection Analysis, Strategy formulation, Training needs for Akulaku Vietnam & APAC MIS reporting
- Focus on increasing collection process efficiency by implementing new IT solutions and processes of collections
- Monitoring desk collections along with field debt collection agencies
- Responsible to track & control the delinquency, Bucket-wise & DPD wise and focus on non-starter
- Responsible for timely payment deposition and receipt reconciliation to identify fraudulent practices and ensure that no loss is incurred due to such activities
- Ensures that the company converts revenue to cash by determining appropriate credit levels and collecting accounts receivable
- Ensuring compliance with company’s collection policy and legal requirements, assures process quality, and provides training and support
- Analyzes customer´s financial condition to determine credit limit and risk rating
- Maintains on-going relationships with high-value customers and sales organizations
- Monitoring e- commerce systems and transactions to detect fraud
- Ensures payments are collected in a timely manner and resolves issues and disputes that prevent customer payment
- Working closely with Credit & Risk Team in implementation of an automated Credit Underwriting Framework
- Primary responsibility is to analyze impact of automated credit underwriting engine on debt collection
- Which can take the lending decision of an entirely new unsecured product
- Accountable for enabling appropriate external integration / onboarding with multiple service providers
- External
- Collections Vendors in geographies chosen to be part of launch phase, KYC-Compliance and Credit Bureau standpoint to develop our rapidly growing digital lending process
- Development of Complete Collections Management Framework
- With a primary responsibility of timely collection of receivables
- Responsible for detailed background and reference check has been done of Debt Collection agencies being appointed and evaluate them constantly
- Work closely with Central Risk Management to design collections strategy
- This includes segmentation, tools, technology, geography, and process.
HDB Financial Services, HDFC Bank
SUPERVISOR COLLECTION SERVICE – RECOVERY CARDS
04.2014 - 03.2017
Job overview
- Managing collection activity & achieve collection target through customer follow up in Tele-calling setup
- Hands on experience in automated environment (Dialers Management) well versed in allocation and strategies
- Handling escalations, ability to understand a query and resolve it appropriately
- Perform Accounts reconciliation for Link Loan Customers and address issues related to reconciling items
- Responsible for Field Debt Collection in the respective location
- Managing Agencies and Collection Executives of Agency for Pickups
- Ensuring timely allocation in automated environment (Dialer Management)
- Monitoring collection agencies and collection executives to identify fraudulent practices and ensure that no loss is incurred due to such activities
- Train agents on regular basis to perform better.
INFINITY FINANCIAL, ICICI & HDFC TW
TEAM LEADER COLLECTIONS
02.2003 - 03.2014
Job overview
- PL, CREDIT CARDS)
- Delivering the planned figures for loss rates and provisioning for the geographies managed
- (Mumbai & Thane)
- Ensuring that the specified targets on normalization and roll backs for all buckets are individually met
- Ensuring a low level of attrition and ensure staffs morale is always high
- Hands on experience in repossession of asset and related claims
- Coordination with warehouse for repossessed inventory
- Monitor the portfolio follow-ups in terms of coverage, intensity, CAPE, and other capacity related parameters for agencies
- Interacting with credit risk team and providing feedback on the quality of applications sourced
- Managing Skip tressing
- Monitor Customers Bank Account for Lien & Debit
- Initiate Legal Proceedings in co ordination with Legal Manager
- Co ordination with Back office for settlement letters, Statements, Stat cards, and other collection related requirements
- Monitoring all transactions to ensure timely deposition.
Education
International Wealth Management of India
Chartered Debt Advisor AIWMI
Mumbai University
B. COM
Indian Institute of Banking & Finance
DRA Certified
Consultant Insurance Regulatory and Development Authority of India
KYC Indian Institute of Banking & Finance
AML
Skills
Strategic and financial planning
Process implementation
Revenue Generation
Cost control and reduction
Cash handling expertise
Flexible and Adaptable
Team Management
Timeline
OPERATION MANAGER
ACENNA TECHNOLOGY SOLUTIONS PVT LTD
02.2022 - Current
CENTER MANAGER
LIQUILOAN – NDX P2P Pvt Ltd
07.2020 - 02.2022
MANAGER
KISSHT FINANCE
06.2019 - 07.2020
MANAGER COLLECTION SERVICE
AKULAKU ONLINE SERVICES
05.2017 - 06.2019
SUPERVISOR COLLECTION SERVICE – RECOVERY CARDS
HDB Financial Services, HDFC Bank
04.2014 - 03.2017
TEAM LEADER COLLECTIONS
INFINITY FINANCIAL, ICICI & HDFC TW
02.2003 - 03.2014
International Wealth Management of India
Chartered Debt Advisor AIWMI
Mumbai University
B. COM
04.2003
Indian Institute of Banking & Finance
DRA Certified
Consultant Insurance Regulatory and Development Authority of India
KYC Indian Institute of Banking & Finance
AML