Shankar Behera

Managing Hard Bucket Collection of POS 15Cr, with 08 Area Manager and 50 Field Staff

• Provided training and mentorship to junior team members regarding best practices in debt management.
• Monitored debt portfolio performance to ensure compliance with regulatory requirements.
• Develop and implement effective collections strategies and procedures to maximize debt recovery while maintaining positive customer relationships.
• Manage a team of collections agents, providing guidance, support, and training as needed.
• Monitor and analyze the performance of the collections team, implementing measures to improve productivity and success rates.
• Review and evaluate delinquent accounts, determining appropriate actions to be taken in accordance with company policies and legal requirements.
• Communicate with customers regarding their outstanding debts, negotiating payment plans, settlements, or other resolutions.
• Maintain accurate and up-to-date records of all collections activities, ensuring compliance with regulatory guidelines, and internal policies.
• Collaborate with cross-functional teams, including legal, finance, and customer service, to resolve complex or escalated customer issues.
• Stay current on industry trends and best practices in collections, implementing new strategies or technologies as needed to improve efficiency and results.
• Prepare regular reports on collections activities, presenting data and insights to upper management.
• Develop and maintain relationships with external collection agencies, attorneys, and other service providers, as necessary.

Manage business operations Khurda and Bhadrak Cluster with 5 branches, overseeing a portfolio of 130 crore AUM, 40,000+ clients, and a team of 100+field staff, and 10 Relationship managers.

• Handle diverse financial products, including MEL,Salaries PL, Xsell, JLG Loan, Micro Housing Loan, Micro Enterprise Loan, and Hospi-Cash.
• Develop and execute comprehensive business plans for the branches.
• Set sales and Collection targets at branch and division levels to achieve overall state targets.
• Monitor and ensure the achievement of product-wise targets by closely overseeing branch activities.
• Facilitate the realization of weekly, monthly, and quarterly targets in alignment with the Annual Operation Plan.
• Implement strategies to ensure 100% loan repayment by closely monitoring branches through divisional managers.
• Provide guidance and motivation to branch teams during visits to enhance performance and goal attainment.
• Work toward achieving the standard FTR % for each branch.
• Plan and execute the recruitment of staff in coordination with the regional HR manager to meet business requirements.
• Coordinate with various departments, including Facilities, Internal Audit, IT, HR, and Finance, to fulfill branch needs.
• Organize staff training and placement for effective implementation of management plans and strategies.
• Ensure understanding and adherence to the Code of Conduct by all staff.
• Provide regular updates to management on business growth and day-to-day operations.
• Maintain documents and files in branches according to audit standards.
• Take responsibility for timely audit compliance and rectification.

Started from raw and successfully made the branch profitable at level 3 in 1.0 year. Successfully built a loan book of 80 Cr and a liability book of 15 Cr.

Deal with Product CA, SA, FD, Li, GI, JLG, MEL, LAP, HL, CV, CD, PL.

• Manage all aspects of branch operations, including financial performance, operational efficiency, and compliance.
• Ensure the branch adheres to company policies, procedures, and regulatory requirements.
• Monitor daily operations, and resolve any operational issues promptly.
• Develop and implement strategies to meet or exceed branch sales targets and KPIs.
• Identify new business opportunities to expand the branch's customer base.
• Build and maintain strong relationships with customers, vendors, and partners.
• Recruit, train, and mentor branch staff to ensure high levels of performance and morale.
• Conduct regular performance evaluations, and provide constructive feedback.
• Foster a collaborative and customer-focused culture within the team.
• Prepare and manage the branch budget, ensuring profitability.
• Monitor and analyze financial reports, including revenue, expenses, and cash flow.
• Implement cost-effective measures to optimize branch performance.
• Ensure the branch delivers superior customer service and addresses customer concerns promptly.
• Monitor customer satisfaction levels, and implement improvements as needed.
• Act as the escalation point for complex customer issues.
• Identify and mitigate operational risks in collaboration with relevant departments.
• Ensure compliance with all applicable laws, regulations, and internal standards.
• Conduct periodic audits to identify and address potential issues.

• Manage business operations across Maharashtra with 37 branches, overseeing a portfolio of 168 crore AUM, 90,000+ clients, and a team of 212 field staff, and six divisional managers.
• Handle diverse financial products, including JLG Loan, Regular Saving Deposit, Micro Housing Loan, Micro Enterprise Loan, and Hospi-Cash.
• Develop and execute comprehensive business plans for the state, divisions, and branches.
• Set sales targets at branch and division levels to achieve overall state targets.
• Monitor and ensure the achievement of product-wise targets by closely overseeing branch activities.
• Facilitate the realization of weekly, monthly, and quarterly targets in alignment with the Annual Operation Plan.
• Implement strategies to ensure 100% loan repayment by closely monitoring branches through divisional managers.
• Provide guidance and motivation to branch teams during visits to enhance performance and goal attainment.
• Work towards achieving the standard FTR % for each branch.
• Plan and execute the recruitment of staff in coordination with the regional HR manager to meet business requirements.
• Coordinate with various departments, including DVU-CMS, Facilities, Internal Audit, IT, HR, and Finance, to fulfill branch needs.
• Organize staff training and placement for effective implementation of management plans and strategies.
• Ensure understanding and adherence to the Code of Conduct by all staff.
• Provide regular updates to management on business growth and day-to-day operations.
• Maintain documents and files in branches according to audit standards.
• Take responsibility for timely audit compliance and rectification.

Manage POS of 50Cr with 150 staff

• Assisted in setting targets for branches and overall organizational goals.
• Monitored team performance, identifying inefficiencies and guiding productivity improvements.
• Coordinated interdepartmental efforts to resolve branch-related issues and enhance operations.
• Provided management with regular updates on business growth and daily activities.
• Supported HR team in sourcing and recruiting qualified candidates.
• Evaluated clients' credit data and financial statements, approving loans based on sampling.
• Assessed lending risks associated with prospective clients to ensure informed decisions.
• Developed and implemented operational tools to streamline processes effectively.
• Ensured compliance with applicable laws, regulations, policies, procedures, and standards throughout the program lifecycle.
• Reviewed project progress reports, identified areas of improvement, and provided feedback as needed.
• Designed training materials used by team members when onboarding new personnel or introducing process improvements.
• Analyzed data from multiple sources in order to make recommendations on how best to improve program efficiency.
• Developed and managed program plans, schedules, budgets, and performance metrics.

• Design and implement strategies to mobilize youth and Self-Help Group (SHG) members.
• Facilitate district-level awareness programs, fairs, counseling sessions, and publicity campaigns.
• Provide training to SHG groups for various income-generating activities.
• Support SHGs through hand-holding during the initiation of activities.
• Establish connections between SHGs and banks to facilitate loans.
• Liaise with various promoters, and establish partnerships for the marketing and sales of SHG products.
• Provide capacity-building support to Skill Development Centers (SDCs) and Self-Help Groups (SHGs).Develop reports on the district's performance under the program, utilizing various reporting templates, including Management Information System (MIS) reports.

• Conducted outreach activities in local schools and communities to promote awareness of the center's services.
• Supervised a team of volunteers in providing quality services to students and families.
• Organized events such as open houses, parent-teacher conferences, and graduation ceremonies.
• Analyzed assessment results from participants in order to make improvements in service delivery.
• Maintained records of student enrollment data and attendance information.
• Monitored inventory levels of office supplies and placed orders when necessary.
• Provided guidance counseling sessions for students facing personal or social challenges.