Hi, I’m
Shetty Rajeswaran Nagarajan
Navi Mumbai
Summary
A competent professional with over 10+ Years of rich experience in the area of Secured and Unsecured Loan Collections in NBFC, Fintech, BPO and Agency Management. Worked with different company Tele Performance, Kissht, Rufilo, Rachna Business Services, Collekto. Proficient in Handling Contact Center, Agency Management and function entailing business analysis. Expertise in preparing Collection plan, delegating the targets and developing overall and case specific strategies for NPA to recover money.
Overview
11
years of professional experience
1
Certification
Work History
Kissht Business Pvt.LtdGhansoli
Sr.Manager-Collections
03.2023 - Current
Job overview
- Responsible for managing Data and sharing as per requirement for Ring Process STPL/LTPL
- Currently managing 400+ Tele-Callers supported by 14 Team Leaders, 4 Assistant Managers, 2 Deputy Managers, and 1 Operations Manager for Personal Loan - Bucket X (Pan India) operations.
- Handling monthly data allocation of 3 lakh records with an average ticket size of ₹8,000, driving a monthly book size of 250+ Crores.
- Achieved 45% of monthly targets within the first 4 days, demonstrating strong execution and early momentum.
- Implemented robust data allocation and calling strategies, optimized on a regular basis to maximize productivity and conversion.
- Monitoring MIS snapshots and APR on an hourly basis to ensure steady dialing, controlled flow, and consistent performance across teams.
- Driving operational efficiency through real-time performance tracking, quick course correction, and structured team management.
- (In-House Process)
Collekto Business Pvt Ltd
Manager-Collections
06.2022 - 03.2023
Job overview
- Responsible for managing the operations related to Collections and strategic - NPA Bucket of (SBI - Credit Card, INDIFI - Business Loan, ZIPLOAN - Business Loan, SPFC - Two-Wheeler Loan).
- Bucket X to Bucket 2 of (Unity Bank - Business Loan, Greater Bank - Three-Wheeler Loan, Karur Vasya Bank - Home loan, Term Loan, Education Loan, Business Loan, Vehicle Loan, Personal Loan)
- Actively involved in Monitoring over the Performance and sharing the strategies to work over Non- Workable Poll.
- Preparing Monthly Collection MIS for overall process.
- Instrumental in developing overall and case specific strategies for NPA to recover money.
- Played a major role in Handling the portfolio of overall 300 Crore.
- Responsible for handling the Agency for Collections.
- Actively involved in Monitoring the Performance of Agency, motivating them to achieve targets.
Kissht Business Pvt.LtdGhansoli
Deputy Manager-Collection/Operations
01.2021 - 05.2022
Job overview
- Process set up was done from the day it started from x bucket to bucket3 from hiring caller TL's and Assistant Manager was done.
- Handled 3 digital collection process Kissht, Rufilo & Ring Buket X to Bucket 3 with 3 AM,12 TL AND 174 callers.
- Derived Team to achieve the target of 55% which was done 1st time from process started.
- Trained AM's and TLs with strategies to meet the target.
- (In-House Process)
Kissht Business Pvt.LtdGhansoli
Assistant Manager-Collection/Operations
01.2020 - 12.2020
Job overview
- Process set up was done from the day it started from x bucket to bucket3 from hiring caller TL's and Assistant Manager was done.
- Handling 2 digital collection process Kissht and Rufilo Buket2 with 5 TL and 136 callers.
- Derived Team to achieve the target of 25% which was done 1st time from process started.
- Trained TL's and callers with strategies to meet the target.
- Monitored entire process target, helped another Assistant Manager to achieve the target.
- (In-House Process)
Rachna Business Services Pvt LtdThane
Assistant Manager-Collections
01.2019 - 12.2019
Job overview
- Heading team of 2 team leaders and 50 members.
- Monitored employee performance and development improvement skills.
- D rived team and achieved the 1-time target of 50Lakh POS done in the month of March.
- Trained team members in successful strategies to meet operational and sales target.
- Monitoring the overall function of the process, identifying improvement areas and implementing adequate measure to maximize the customer satisfaction.
- Mapping client's requirement and coordinating developing and implementing process in line with guidelines.
- Submitted reports to senior management to aid in business decision making and planning.
- Motivational briefing for the team about their responsibility towards their target and grooming them for next level.
TeleperformanceThane
Team Leader-Collections
09.2016 - 01.2019
Job overview
- Worked with Sub-Process (ICICI Bank) Credit Card Collections team of 16 seat.
- Increased collections and closely monitored team member performance and assessing problematic practices.
- Held meeting with employees to evaluate performance and make plans for improvement.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
3I InfotechVashi
Customer Service Associate
02.2015 - 03.2016
Education
Rajiv Gandhi Institute of management & TechnologyMumbai
BBA
01.2016
University Overview
GPA: A-Grade
Skills
- Operations management
- Team leadership
- Collections strategy
- Client relationship management
- Process optimization
- Attrition reduction
- Effective communication
- Strategic planning
- Issue resolution
- Motivated collaborator
- Goal orientation
- Strong work ethic
- Interpersonal skills
- Natural leadership
Certification
- Lean Six Sigma Black Belt, The Knowledge Academy
- Lean Six Sigma Yellow Belt, The Knowledge Academy
- Lean Six Sigma Green Belt, The Knowledge Academy
Personal Information
- Date of Birth: 11/26/88
- Marital Status: Married
Projects
SMFG Finance, SMFG initially invested in Kissht Finance with a book size of 50 crore. Due to the successful collection rates we've demonstrated, their investment has now grown to 1000 crores. Our tele-collection team, Swiftfly, played a significant role in this success. We achieved a 52% POS resolution within five days, which allowed our field team to focus on more critical cases. This strategy helped us reach a consistent conversion rate of 98%, which we have maintained to date. The implementation of various data and manpower strategies was crucial in achieving this 52% conversion rate within five days, and this success has further solidified SMFG's confidence in us as their investment partner.
Languages
- Hindi
- Marathi
- English
- Tamil
- Hindi
- Marathi
- English
Area Of Expertise
- Managing Contact Center, Field and Agency Collection target for Bucket X to NPA.
- Monitoring Overall Performance for the Process and sharing required strategies to get the grey area covered.
- Monitoring agency allocation, Performance Report Cards.
Timeline
Sr.Manager-Collections
Kissht Business Pvt.Ltd
03.2023 - Current
Manager-Collections
Collekto Business Pvt Ltd
06.2022 - 03.2023
Deputy Manager-Collection/Operations
Kissht Business Pvt.Ltd
01.2021 - 05.2022
Assistant Manager-Collection/Operations
Kissht Business Pvt.Ltd
01.2020 - 12.2020
Assistant Manager-Collections
Rachna Business Services Pvt Ltd
01.2019 - 12.2019
Team Leader-Collections
Teleperformance
09.2016 - 01.2019
Customer Service Associate
3I Infotech
02.2015 - 03.2016
Rajiv Gandhi Institute of management & Technology
BBA