Shivshankar Nadar

• 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.
• Regulatory Compliance
  Ensure all collection activities comply with local, state, and national laws (e.g., FDCPA in the U.S., FCA in the U.K., RBI guidelines in India).
  Monitor changes in laws/regulations and update internal policies accordingly.
• Policy & Procedure Oversight
  Develop, review, and update debt collection policies and procedures.
  Train staff on compliance policies and ethical collection practices.
• Internal Audits & Monitoring
  Conduct audits of collection calls, letters, and communications.
  Monitor performance against compliance metrics (e.g., complaint rates, call recordings).
• Complaint Management
  Investigate and resolve consumer complaints regarding collections.
  Report complaints to regulators when necessary and identify root causes.
• Risk Management
  Identify and assess compliance risks in the collections process.
  Recommend and implement corrective actions.
• Regulatory Reporting
  Prepare reports for regulators or internal management on compliance activities and findings.
• Third-Party Oversight
  Monitor and audit third-party collection agencies for compliance.
  Ensure contracts with vendors include compliance obligations.

• 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.

• Managing Vendor
• Handling 15 agency and 7 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

• 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

• 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

• Led team meetings to discuss project goals and progress.
• Coordinated schedules and resources for efficient workflow management.
• Trained new team members on company policies and procedures.
• Implemented process improvements to enhance operational efficiency.
• Monitored daily tasks to ensure compliance with safety standards.
• Facilitated communication between departments to streamline operations.
• Developed training materials and conducted workshops for skill enhancement.
• Resolved team conflicts through effective mediation strategies.
• Maintained a positive work environment that promoted collaboration between team members.
• Offered training and support to keep team members motivated and working toward objectives.
• Delegated daily tasks to team members to optimize group productivity.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Established clear expectations for employees, providing guidance when needed.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

• 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

• 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.

• 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.