Dynamic Senior Manager with extensive experience at Fatak Pay, excelling in data analytics and process improvement. Proven track record in driving recovery KPIs and enhancing team performance through effective leadership. Skilled in financial oversight, I successfully implemented strategies that increased brand awareness by 25%, showcasing my problem-solving abilities and commitment to excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager (Card, & EMI PL and WL)
Fatak pay
Mumbai
01.2025 - Current
Develop, implement, and oversee effective collections strategies and processes.
Monitor aging reports, DSO (Days Sales Outstanding), and portfolio performance.
Set collection targets and drive achievement of recovery KPIs.
Lead, train, and motivate the collections team (in-house or outsourced).
Conduct regular performance reviews and provide coaching for improvement.
Streamline and automate collection processes where possible.
Identify gaps in current processes and propose solutions to reduce bad debts.
Oversee communication with customers regarding outstanding debts.
Handle escalated cases, including negotiations and dispute resolution.
Ensure compliance with regulatory guidelines, internal policies, and credit terms.
Collaborate with legal teams on litigation or recovery through legal channels.
Generate periodic reports on collections performance and recovery metrics.
Analyze trends and recommend data-driven strategies for improvement.
Managing the of 250 Tele Callers, 7 Team Leaders, 3 AM's, 2 ACM, 3 Agency Managers and 50 FOS.
SR MANAGER COLLECTION- CL, PL & WL LOANS,
Liquiloans
Mumbai
06.2024 - 01.2025
Managed Collection Team comprising digital, tele-collection, and field operations.
Cultivated partnerships with industry leaders to enhance company reputation.
Analyzed market trends to inform strategic decision-making for expansion opportunities.
Implemented innovative marketing strategies, increasing brand awareness by 25%.
Fostered positive work environment through diversity and inclusion initiatives.
Led change management initiatives, ensuring minimal disruption during transitions.
Demonstrated exceptional people leadership and communication skills across all levels.
Adapted quickly to changing circumstances, supporting ongoing growth and innovation.
CLUSTER MANGER-COLLECTION PL
Money View
Mahabaleshwar
03.2023 - 03.2024
Managing Vendor
Handling 7 agency and 4 Manager's
Overall managing Maharashtra Cluster
Handling R_60, R_90 and Write Off
Driving the agency and agency manager with collection DRR
Weekly review with Agency Manager & Agency Owner
Keeping track on field visit
Motivates employees to strengthen the quality of the employees individually and collectively
Ongoing Recruiting, interviewing and hiring of candidates
Additional duties may incur within different departments i.e Coordinate and implements collection policies and procedures
Conduct 30-60-90-365-day reviews on all employees
Administers collections programs, maintaining knowledge of legal requirements and regulations
Conducts weekly audits on each collector making sure they adhere to C&W policy and procedure while keeping in compliance with the FDCPA
Coordinates new hire training and the completion of a new employee checklist
Deputy Manager-Collection Housing and MSME Loan
Capri Global
Mumbai
01.2022 - 09.2022
Managing collections: Ensuring that collections are made in a timely manner and that all legal notices and auction notices are issued to borrowers
Liaisoning: Working with the sales team to reduce overdue cases and improve contactability
Monitoring: Monitoring and controlling overdue cases, and ensuring that outstanding payments are followed up on
Accounting: Ensuring that payments collected are properly accounted for
Compliance: Ensuring that all compliance and regulatory norms are followed
Cash flow: Regularly checking cash flow status and proposing plans to improve
Assistant Manager-Collection-Personal Loans
Kissht Finance
Mumbai
01.2019 - 01.2021
Managing the team of 150 agents with 6 Team leaders
Taking the performance review with the Team leaders Daily, Week wise and Month
Taking the interview of new agents and team leader as whenever required
Flashing the MTD reports and FTD reports
Create reports, analyze and interpret retail data, like revenues, expenses and competition
Conduct regular audits to ensure the store is functionable and presentable
Make sure all employees adhere to company's policies and guidelines
Act as our store's representative and set an example for our staff
Handle complaints from customers
Analyze consumer behavior and adjust product positioning
TEAM LEADER-COLLECTION- HOME LOANS & PL LOANS
Home Credit India
Mumbai
10.2016 - 12.2018
Coordinate activities of staff members to ensure a smooth and efficient department that reduces the number of cases that are overlooked
Create and implement strategies to increase the number of successful collections on outstanding debt
Develop goals that complement the overarching business goals of the company and coordinate staff to continually meet and exceed goals
Handling the team of 25 agent's
Recruit, hire, train and evaluate staff members within the collections department to ensure enough staff members are available to handle the workload
Team Leader-Customer Service/Email & Chat
Datamatric Financial Services Ltd
Mumbai
04.2015 - 09.2016
Supervise and coordinate the daily activities of the customer care team.
Provide coaching, guidance, and performance feedback to team members.
Conduct regular team meetings, one-on-ones, and performance reviews.
Monitor customer interactions (calls, chats, emails, etc.) to ensure service standards are met.
Handle and resolve escalated or complex customer issues in a professional manner.
Ensure timely and accurate responses to customer inquiries.
Track team performance using KPIs such as response time, resolution time, customer satisfaction, etc.
Identify and implement process improvements to enhance service efficiency and quality.
Assist in developing and updating customer service policies and procedures.
Support onboarding and training of new team members.
Identify skill gaps and organize ongoing training sessions to enhance team capabilities.
Prepare and deliver reports on team performance, customer feedback, and service trends.
Act as a liaison between customer care representatives and upper management.
Team Leader-Customer Service/Email & Chat
Serco
Mumbai
01.2010 - 01.2014
Supported manager in performing management functions such as staff training and expanding business plans.
Investigated and resolved customer's issues and complaints regarding operational matters - Handled all queries and client feedback in a professional manner.
Communicated with the support team and implemented the organization's operational guidelines, standards and policies.
Monitored and managed operational activities - Directed the branch/store/bank operational risks, financial aspects and QA an audit processes.
Education
MBA / BFSI - The Banking, Financial Services, and Insurance
Manipal University
Jaipur, Maharashtra
07.2025
Bachelor of Business Administration -
Annamalai University
Mumbai, Maharashtra
06.2013
Skills
Data analytics
Operations planning
Financial oversight
Technical deployment planning
Process improvement knowledge
Agile project management
Digital transformation projects
Budget management
Vendor management
Financial reconciliation
General ledger management
Expense tracking
Financial data analysis
Problem-solving skills
Cash flow management
Proficient in Microsoft Excel
Software applications for financial reporting and analysis
City Manager at Vaco Binary Semantics LLP (Google Pay/ Google Maps/ Gonukkad/ Amazon Pay & Other Projects))City Manager at Vaco Binary Semantics LLP (Google Pay/ Google Maps/ Gonukkad/ Amazon Pay & Other Projects))