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
undefinedTimeline
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
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