Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Overview
Personal Information
Timeline
Generic

Shailendra Singh

Delhi

Summary

A results-driven professional with over 20 years of experience in Banking Collections, Fraud Management, and Customer Service. With more than 14 years of experience in the Voice process and 9 years in core BPO operations, successfully managed multiple processes as the Vice President Operations - BFSI. Responsibilities include overall service delivery, PnL Management, Strategy Development & Execution, business growth strategy, core competency building, and client management. Holds a Postgraduate degree from Lucknow University and possesses certifications in PMP, Price 2, ITIL, DOEACC, and Green Belt. Seeking a responsible career opportunity to fully utilize training and skills to make a significant contribution to the company's success.

Overview

29
29
years of professional experience
5
5
years of post-secondary education
4
4
Certifications

Work History

VP (Operations)

Startek
New Delhi
01.2021 - Current
  • Managing Outbound Collection- Telecollection and Field Collection and Inbound Business
  • Overall FTE Size 1200+
  • Managing Annualized Revenue of Rs
  • 700+ Mn with Average Margin of 30% +
  • Maximum FTE managed -2200
  • Managing Tele-collection & Field Collection for multiple Banks and Financial Institutions
  • Managing Sales of Financial Products thru Telephone
  • Responsible for Collections of Credit Card, Personal Loan, Home Loans, Auto Loans, SHG, Gold Loan & Rural KCC Loans
  • Also Supporting banks on NPA and Legal Calling
  • Responsible for Cross Selling of Products (Lead Generation), which helps in Line extension for Bank, specifically in KCC loans
  • Earned rewards based on L1, L2 & L3 achievements
  • Responsible for Review with Bank basis performance of Internal team
  • Responsible for regular External Audit Compliance (Third Party Auditors) on Quarterly Basis
  • Responsible for IAD Audit Compliance & Other Audits for the Banks
  • Involved in various content preparation for training/nurturing Supervisors to emerge as future leaders
  • Facilitated few of the trainings
  • Basis various inputs through analytical approach increased FTE count from 100 to 500 for outbound Collection services
  • Involved and participated in several strategical discussions along with Bank to identify customer segmentation through behavior, trends, etc
  • Value Delivered to ICICI Bank: - Increased Collection resolution –KCC -98%, PL -95%, CF-95%
  • Improved Agent Efficiency
  • Improved Digitization across LOBs
  • Value Delivered to MLI
  • Increased Collection Resolution – Achieving Incentive basis G1, G2 Grid
  • Successfully Launched VSRM Process in MLI
  • Successfully Completed Project on Reducing WRAP and Reduce Call Back to improve the contactability and resolution
  • Launched Managed Services for MLI
  • Monitoring the performance metrics of team on basis of contractually agreed KPIs
  • Conduct regular performance review with the team and partner
  • Aligning partners with the internal performance parameters
  • Responsible for implementation & adherence to Process Controls at both Employees and vendors
  • Appointment & management of various vendors i.e
  • Collections Agencies

AVP (Operations)

Startek
New Delhi
04.2018 - 12.2020

Sr. Manager (Operations)

Startek
10.2014 - 03.2018

Manage Collection, SND Ltd.
09.2013 - 10.2014
  • Company Overview: Zee Group Company into Power Distribution
  • Managing overall portfolio of 1400 Crores with customer base of more than 5 lacs through 5 team managers, 4 Recovery officers along with in-house team of 150 employees and 7 agencies
  • Directly Reporting to Business Head
  • Responsible for Collection of DF area in Nagpur; thru Tele-collection, Collection thru agencies & Hard Recovery including Legal
  • Responsible to keep Bad Debts within Budgets, Reduced bad debts from 75 Cr to less than 20 CR
  • Dealing with big customers (HT, KCC-Key Consumers) like NMC, BSNL,PWD etc ensuring collections and account relationship
  • Monitoring the performance metrics of partner on basis of contractually agreed KPIs
  • Conduct regular performance review with the partner
  • Aligning partners with the internal performance parameters
  • Appointment & management of various vendors i.e Collections Agencies, Legal Agencies
  • Zee Group Company into Power Distribution
  • Improved Collection Efficiency to 99%+ month on month
  • Integration of Indus Collection System-R System
  • Initiated Auto dialer for Out bound collection
  • Integration of Auto Dialer with CWS System (Collection Workflow)

Freelance Trainer
11.2012 - 08.2013
  • Imparting Training to individuals on MS Tools like Access, Excel & PowerPoint

MANAGER –CSD

Videocon Telecommunication
08.2009 - 11.2012
  • Integration with Various Recharge platform like mCheck, Bill Desk, Oxigen, with Banks for recharge thru banks sites, eBill for Prepaid Customers
  • Led cross functional teams from CSD, Finance, Legal, teams to define the business processes and systems requirements for launch of Videocon Prepaid Operations

Sr. Manager – Business Engagement & Integration

Easybill Ltd.
07.2006 - 08.2009
  • Company Overview: A HERO Group Company
  • Responsible for complete back office operation for all locations
  • Handling transaction processing of over 10 million transactions a year and cash flow of over Rs
  • 350 crores
  • Cash Management & Collection
  • Monitoring collection agency performance, regular audit checks to ensure process compliance
  • Managing Retailer’s account- ensuring exposure on retailers is not more than allotted credit limits
  • Cash collection and account statement to retailers
  • Retailer account reconciliations and clearing their disputes, if any
  • Random checking of the monthly payouts to the retailers
  • Process transition- Coordinating with client understand their requirement and process and design possible solution to client and IT team
  • Act as single point of contact between internal IT team and client
  • A HERO Group Company
  • Played a key role in conducting BPR in the organisation for reducing cost by more than 80%
  • Recommended outsourcing of low volume activities and in sourcing of core competencies
  • Actively involved in implementing CRM Solutions; defined As-Is and To-Be processes, benchmarking with industry for all processes
  • Successfully completed project on cost reduction activity & recommended substantial reduction in the cost
  • Played a key role in improving SLA from 76% to 96% with an accuracy of 99.60%
  • Active team member of Product team which delivered Key projects like Virtual Cash Card, Payment Aggregator, PC based Application for Bill Payment

Sr. Executive SMG

Bharti Airtel Ltd.
03.2005 - 07.2006
  • Customer Credit Verification, Credit Rating & Risk Analysis, Updation and maintenance of customer credit limit
  • Bad debt and FBC
  • Monitoring agency performance: ensuring TAT’s & FTR (First Time Resolution) are met
  • Training and certification of the agency staff for quality delivery
  • Supervising end-to-end operations of 6 Corporate Sales Agents (CSA) & DST Team
  • Providing training on compliance process and documents matrix
  • Successfully completed the two Yellow Belt Projects to improve the overall efficiency
  • Actively involved in automating the complete activation life cycle of the customer
  • AOL –Activation On Line (Post sales to Activation, Credit limit updation)
  • Fundamental in reducing the following; Calls per subs from 20000 in July to 8000 in Aug
  • AV related Subscriber Requests (AR's) by 55%
  • Reduce AV Related bad debt from Rs
  • 2300 per subscriber to Rs
  • 350 per subscriber
  • Bagged the Best Employee Award for the QTR (Qtr 1-Apr 2005 to June 2005)
  • Achieved CEO award for Yellow Belt project on reducing the time on initial credit limit update from 5 days to 4 hours

Asst Manager – Operations

Easybill Ltd.
08.2002 - 02.2005
  • Company Overview: A HERO Group Company
  • A HERO Group Company

Management trainees (SPP)

HERO Corporate Services Ltd
08.2001 - 08.2001
  • Market research (primary and secondary) Data Collection & Analysis

Executive –Sales & Training

Syscare & Marketing Service
01.1996 - 12.1999

Education

MBA - International Business

University of Lucknow
01.1999 - 01.2001

B.Sc. - undefined

University of Lucknow
01.1995 - 01.1998

Skills

  • Results-Oriented Process Management

  • Adaptability to New Challenges

  • Self-Assured

  • Strong Commitment to Tasks

  • Effective Team Coordination

  • Strategic Leadership

  • Proficient in Prioritizing Tasks

  • Extensive Experience with Microsoft Applications

Effective Strategy Implementation

Operational Enhancements

Customer Engagement

Skilled in Simultaneous Task Management

Certification

PMP - PMI, USA

Accomplishments

  • Won CEO Award for Yellow Belt Six Sigma Project (Airtel)
  • Rewarded on behalf of Startek for meeting the benchmark target for ICICI Bank
  • Received best Employee across Companies and got certificates. Consistently Getting Excellent Rating Year on Year
  • Transformed the Low-performing business into a top performer & introduced cost-effective solutions that enabled ramp up of the process
  • Helped transitioning and setting up processes like ICICI, IDFC, Max Life
  • Successfully completed project in reduction of wrap percentage and hence increase in revenue for client.

Overview

20, 14, 9, Vice President Operations - BFSI, Postgraduate, Lucknow University, PMP, PRINCE2, ITIL, DOEACC, Green Belt Certified

Personal Information

  • Place of Birth: UP
  • Passport Number: G6260899
  • Date of Birth: 07/20/75

Timeline

VP (Operations)

Startek
01.2021 - Current

AVP (Operations)

Startek
04.2018 - 12.2020

Sr. Manager (Operations)

Startek
10.2014 - 03.2018

Manage Collection, SND Ltd.
09.2013 - 10.2014

Freelance Trainer
11.2012 - 08.2013

MANAGER –CSD

Videocon Telecommunication
08.2009 - 11.2012

Sr. Manager – Business Engagement & Integration

Easybill Ltd.
07.2006 - 08.2009

Sr. Executive SMG

Bharti Airtel Ltd.
03.2005 - 07.2006

Asst Manager – Operations

Easybill Ltd.
08.2002 - 02.2005

Management trainees (SPP)

HERO Corporate Services Ltd
08.2001 - 08.2001

MBA - International Business

University of Lucknow
01.1999 - 01.2001

Executive –Sales & Training

Syscare & Marketing Service
01.1996 - 12.1999

B.Sc. - undefined

University of Lucknow
01.1995 - 01.1998

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Shailendra Singh