Sanjay Naithani

• Developed and implemented a comprehensive collection strategy for a diverse loan portfolio (Cards, Personal Loans, Mortgages, Rural Loans, Auto Loans, and Commercial Vehicle Loans).
• This included Channel allocation (Optimized distribution of collection efforts across Telephone Contact (TC), Field Collection, and Digital channels) & Communication strategy development (Tailored communication approaches for each channel to maximize collection effectiveness).
• Developed data-driven quarterly capacity plans for telecalling centers and field teams, aligning resource allocation with forecasted demand to maximize operational efficiency.
• Communicated with leadership teams to assist with administrative initiatives and decisions and attended weekly meetings to support policy changes.
• Allocated work assignments and tasks to comprehensively manage administrative projects.
• Implemented data-driven decision-making processes, leading to more informed strategic choices and improved overall performance metrics.
• Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership.
• Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.

• Led the development of a multi-channel digital communication strategy, including chat-bot, two-way IVR, and one-way IVR & Outbound dialer calling to optimize customer engagement for telecalling and field teams. It helped maintaining the Cards entry rate at best in the market levels of ~3%.
• Managed the full lifecycle of outbound and inbound dialer functions and KPIs across all telecalling centers.
• Owned the monitoring and maintenance of workforce management metrics for inbound portfolios and recovery flows, ensuring optimal agent scheduling and performance across all telecalling sites.
• Developed data-driven quarterly capacity plans for telecalling centers and field teams, optimizing resource utilization and maintaining customer service metrics within SLA.
• Developed and maintained data dashboards to track key performance indicators (KPIs) in collections, staffing, outbound, and inbound activities, providing insights for weekly and monthly performance reviews.

Spearheaded Outbound Contact Center Transformation at SBI Card

• Enhanced Collection Performance: Streamlined outbound dialer operations across departments, leading to a significant improvement in pre- and post-charge-off collections through strategic utilization of technology tools and CRM integration.
• Increased Agent Productivity: Optimized agent workflows at all stages of the collection process, resulting in maximized utilization and improved collection efficiency.
• Expanded Outbound Reach: Established vendor telecalling centers across India, significantly boosting the bank's outbound contact capabilities.

Championed Technological Innovation and Process Optimization

• Designed and Implemented Dialing Strategies: Developed diverse dialing strategies for various departments including customer service, fraud, marketing, operations, and cross-selling, ensuring efficient outbound communication across the organization.
• Centralized Outbound Dialer Implementation: Successfully spearheaded the implementation of a centralized outbound dialer (Aspect) for telecalling centers nationwide, including pilots, UAT, and rollouts.
• Streamlined Dialer Management: Optimized dialer optimization guidelines and ensured the dialer Management Information System (MIS) provided valuable business insights for profitable growth.

Led High-Performing Outbound Contact Center Team

• Established Comprehensive Outbound Service Delivery: Developed and managed a robust outbound service delivery system, ensuring adherence to service-performance norms and exceeding client expectations.
• Enhanced Team Performance: Mentored, trained, and appraised team members, fostering their growth and propelling the team to consistently outperform.
• Managed Vendor Relationships: Built and maintained strong relationships with vendors, guaranteeing smooth dialer operations and resolving technical challenges.

Spearheaded Collaborative Technology Initiatives

• Collaborated with IT & Technology Teams: Partnered with internal and external IT specialists on various collection projects, including dialer upgrades, data warehousing, and analytical datamart development.
• Developed Technology Solutions: Proactively identified challenges and collaborated with technology support teams to develop innovative solutions for the outbound contact center.