Smriti Bijlani

• Responsible for handling Field Collection and Recovery for SBI Card delinquent portfolio for West region, with a pool size of 700 Cr of Pre-Charge off portfolio and 1600 Cr in Recovery
• Leading a team of 150 SBI Card employees across 4 states in West, consisting of 4 direct reports (Zonal managers), 17 regional managers and 129 area managers. Additionally, collaborating with ~75 channel partners having an extended team of 2000 outsourced staff
• Role requires delivery of MoU monthly and annual targets of 30+ delinquency rates, NPA rates, Write off and Recovery, with an increased month on month efficiency
• Driving achievement of KPIs across levels in the team
• Planning Headcount requirement at both on role and outsourced level in line with the portfolio growth trends to ensure expansion is commensurate to the business ask
• People management including talent acquisition, grooming and development, appraisal and retention of right skillset using various mechanisms of feedback, reviews, performance and productivity tracking
• Devising variable payout models for channel partners to deliver on cost of collection targets
• Ensuring reinforcement of Compliance and code of conduct requirements in accordance with RBI guidelines for NBFCs debt recovery
• Responsible for strategizing, tactical development and implementation of portfolio treatments to maximize extraction rates in the portfolio and enhance performance

• Responsible for handling Field Collection and Recovery for SBI Card delinquent portfolio across 800 Tier 2, 3 & 4 cities PAN India, with a pool size of 250 Cr. pre charge off portfolio and 800 Cr. in recovery
• Leading a team of 75 SBI Card employees and 700 outsourced staff
• Ongoing team connect through skip and pulse sessions considering the spread of on role resources across 40 manned locations
• Traveled across 23 states in the country during this 27 month stint. This engagement has had multifold benefits including - better grooming of the teams, clearer understanding of ground level challenges and diverse market dynamics, keeping the team abreast with business updates and overall motivation levels
• Developing collection infrastructure in emerging markets, including onboarding of local collection partners
• Raising timely red flags on portfolio quality esp in far flung markets being run remotely
• Taken up the Digital India initiative for collections, where we transitioned to 100% online payment mode
• Driving process hygiene while developing new collection set ups

• Responsible for handling tele-collections for SBI Loans portfolio (SME Loans, Education loans, OD etc.) through call centers based in Gurgaon and Chennai
• Process was reporting to SBI HO Corporate center Mumbai, which reburied close coordination with SBI senior management team and stakeholders
• Leading a team of 4 managers and 49 call center agents
• Devising dialer campaigns and strategy to drive portfolio coverage and performance
• Managed the ramp down of this process when the process was withdrawn by SBI. 51 employees were relocated to other departments. Interviews were arranged in close coordination with HR and other stakeholders. 100% transition was completed seamlessly ensuring no employee or business-related issue

• Responsible for drafting and maintaining an ongoing update of the Collection compliance policy document
• Supervised the DRA certification process for 3000+ outsourced employees
• Facilitate closure of external and internal audits of collection channel partner units and implementation of process enhancement basis observations
• Consequence management basis findings from process monitoring, audits, customer complaints etc.
• Drafted the SBI Card code of conduct document in alignment to the RBI Code of conduct for NBFCs

Joined SBI Card as an Associate collection agent where I was responsible for telecalling on delinquent portfolio. Moved to field collections and managed field agencies with 10-12 outsourced staff based in Pune

• Achieved sales goals and service targets by cultivating and securing new customer relationships
• Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
• Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.