Sunil Kumar Singh

A seasoned delivery and transformation leader with 13+ years of progressive experience at TCS, spanning Unit Leadership, Delivery Partnership, and Functional Analysis across Debt Management, Collections, Recoveries, and Retail Lending Operations. Proven expertise in large-scale multi-location delivery management, IT-led BPS transformation, client governance, financial stewardship, and digital lending platform development for top banking and NBFC clients in India.

Unit Head | Aug 2011 – 2016

Debt Management, Collections & Recoveries

• Led end-to-end debt collection and recovery operations for multiple leading Indian banking clients, ensuring consistent achievement of recovery targets across geographies.
• Managed a structured leadership layer of 12 Agency Managers, overseeing multiple external agencies and driving performance through goal setting, reviews, and corrective actions.
• Developed and executed strategic collection and recovery plans to maximize realization across locations, portfolios, and delinquency buckets.
• Ensured strict compliance, audit readiness, and adherence to regulatory and payment governance standards, minimizing operational and reputational risks.
• Conducted regular on-ground visits to partner agencies, collaborating with leadership teams to define action plans, improve productivity, and strengthen recovery outcomes.

Delivery Partner | 2016 – 2025

Multi-Location Retail Lending Operations & Transformation

• Led large-scale, multi-location delivery operations for both front-end and back-office retail lending processes, supporting top-tier banking clients across India.
• Managed a delivery organization of ~300 associates, with site leads across multiple locations directly reporting for operational performance, quality, and SLA adherence.
• Drove IT-led BPS transformation initiatives, leveraging automation, digital tools, and Lean methodologies to improve efficiency, accuracy, and scalability.
• Directed end-to-end program and delivery management, including demand planning, execution governance, risk mitigation, and performance optimization.
• Independently owned client governance, leading Steering Committee meetings, Monthly and Quarterly Business Reviews with senior client stakeholders.
• Oversaw vendor governance, audit compliance, and regulatory adherence, ensuring zero tolerance to control lapses.
• Held full responsibility for financial governance, including budgeting, forecasting, billing accuracy, margin optimization, and profitability management.

Functional Analyst | Sep 2025 – Present

Digital Retail Lending Platform

• Leading business requirements gathering for a retail lending loan processing platform, aligning business needs with technology solutions.
• Driving digital transformation initiatives across retail lending products to enhance customer experience, turnaround time, and operational efficiency.
• Preparing detailed Business Requirement Documents (BRDs) to enable accurate, defect-free development by technology teams.
• Actively involved in Integration Acceptance Testing (IAT) and User Acceptance Testing (UAT), ensuring solution readiness before production rollout.
• Acting as a key liaison between business, technology, and operations teams to ensure seamless implementation and adoption.

• Managed multiple external collection and recovery agencies across Delhi and NCR for Personal Loans and Credit Card portfolios, ensuring consistent performance against collection targets.
• Oversaw flow and recovery portfolios, driving agency productivity through structured reviews, action plans, and performance monitoring.
• Led skip-tracing operations by managing specialized agencies to convert non-contactable (NC) accounts into contactable cases, improving overall portfolio resolution rates.
• Ensured strict adherence to audit, compliance, and regulatory guidelines, maintaining full control over agency conduct, payment processes, and recovery practices.
• Handled customer escalations and grievance resolutions, working closely with agencies and internal stakeholders to ensure fair, compliant, and timely closure.
• Developed and executed collection and recovery strategies to maximize realization, reduce delinquency, and improve portfolio health.

• Built and led a field sales distribution team to source small-ticket personal loans across Delhi and NCR markets.
• Owned end-to-end hiring, onboarding, and performance management of field sales executives to ensure rapid team scale-up and productivity.
• Led the team to consistently achieve assigned loan sourcing targets through local market penetration, channel partnerships, and on-ground marketing strategies.
• Planned and executed sales strategies and campaigns aligned with business goals, improving lead conversion and portfolio growth.
• Monitored daily sales performance, pipeline health, and market feedback to drive corrective actions and improve sourcing efficiency.

• Managed collections and recoveries for Two-Wheeler and Car Loan portfolios, ensuring timely follow-ups and delinquency control.
• Conducted regular customer visits and telephonic follow-ups to drive recoveries and resolve overdue accounts within defined timelines.
• Coordinated vehicle repossessions through authorized repossession agencies in line with company policies and regulatory guidelines.
• Actively supported legal proceedings, including coordination with advocates for legal filings and issuance of court-approved repossession notices.
• Ensured adherence to process, documentation, and compliance requirements throughout recovery and repossession activities.