Sunita Sharma
Area Collection Manager
Jaipur
Summary
Professional with solid background in collections management, driving efficiency and results through strategic planning and execution. Adept at negotiating and resolving complex cases, while fostering strong team collaboration and adapting to evolving requirements. Skilled in financial analysis, risk assessment. Known for reliability, integrity, and results-driven approach.
Overview
15
15
years of professional experience
Work History
Area Collection Manager
Lendingkart Finance
11.2024 - Current
- Established goals for the team based on historical data analysis, driving continuous improvement in overall performance metrics.
- Collaborated with other departments to identify risk factors and develop targeted action plans to address them.
- Improved collection efficiency by implementing effective strategies and streamlining processes.
- Monitored team performance, providing feedback and coaching to enhance productivity and effectiveness.
- Handling Business Loan product of entire Rajasthan & MP of Hard Buckets.
- Handling a team of 5 Collection Managers & 48 FOS with 2 agencies in Rajasthan and 1 in MP.
- Publish DRR on a day-to-day basis and set milestone targets for each bucket.
- Set daily projection as per DRR for each bucket and get it done by end of the day.
- Handling critical cases and frequent visits to resolve.
- Prepare flow feedback on every month and review with agency on broken PTP’s cases.
- Achieving the required target as per the expected by the Management on monthly and quarterly target basis.
Center Manager
Teleperformance
08.2024 - 10.2024
- Managed entire center operations, including team leadership, performance management, and customer satisfaction.
- Successfully handled multiple portfolios and products, including:
- Wheels (Auto Loans)
- RIBG (Rural and Inclusive Banking Group)
- KCC (Kisaan Credit Card)
- Credit Card X-BKT
- PDD (Personal Loan and Debt Consolidation) - Collaborated with internal stakeholders, Bank Team, Training Team, and IT, to drive business growth and improve Overall Center Performance.
TEAM MANAGER COLLECTIONS
HDB FINANCIAL SERVICES
10.2022 - 07.2024
- Managing a team of 5 team leaders and a team of 100+ telecallers, with large scale of the Data of ProductSecured & Unsecured (TW
- Consumer Durable, Home Loan)
- Administered monthly and annual reviews to direct reports and set clear and measurable goals
- Action plans, and follow-up procedures
- Led employee relations through effective communication, coaching, training, and development
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
- Analyzed team performance data to provide meaningful insights, enabling informed decision- making
- Coordinated team collaboration to share ideas and build best practices
- Delivered regular team meetings for aligned work towards common goals
- Implemented training programs to maximize team member development and potential
- Set aggressive targets for employees to drive company success and strengthen motivation
- Managing filed visits by coordinating with the Branch teams and the Field collection teams
- Prepare and publish daily team performance and review on the High priority and critical cases
SUPERVISOR-COLLECTIONS
HDB FINANCIAL SERVICES
05.2016 - 09.2022
- Managed a team of 40 associates and looked after different products E.g
- Two Wheelers, Auto Loan & Personal Loan
- Coordinate with Field collection team and agencies for collect and resolve high priority cases
- Managing and monitoring delinquent account collection for the assigned portfolio
- Managing telecalling team performance and reviewing them
- Preparing and publishing daily team performance and highlighting improvement areas
- Develop strategies to achieve team targets and motivate callers to achieve targets
- Reviewing the performance of callers on a daily, weekly, and monthly basis
- Preventing absenteeism in team for smooth workflow and minimize the team shrinkage
TEAM LEADER
JUST DAIL - JAIPUR
05.2014 - 04.2016
- Handling the Callers' diligently and providing the required information promptly over the phone
- Listen to the callers' concerns, Issues, and queries (if any) respond & direct them appropriately
- Refer escalations & questions to respective team, if required for prompt closure
- Maintain a positive attitude and calmly respond to the callers
SUBJECT MATTER EXPERT
GENPACT INDIA
05.2010 - 04.2014
- Handling Credit Card portfolio in BKT-X & BKT-1 DPD
- Coordinated team collaboration to share ideas and build best practices
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies
- Established procedures for collection of past due amounts
- Successfully implemented new technologies and process automations to encourage continuous improvement
- Worked in call center environment handling manual and automatically dialed outbound calls
- Achieved performance goals on consistent basis
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
Education
Master of Arts - Postgraduate
University of Rajasthan
12th - Jaipur
RBSE
Skills
- Recruit Well-Qualified Staff
- Employee Retention
- Staff Training
- Quarterly Reviews
- Debt recovery expertise
- Teamwork and collaboration
- Portfolio management
- Patience and persistence
Timeline
Area Collection Manager
Lendingkart Finance
11.2024 - Current
Center Manager
Teleperformance
08.2024 - 10.2024
TEAM MANAGER COLLECTIONS
HDB FINANCIAL SERVICES
10.2022 - 07.2024
SUPERVISOR-COLLECTIONS
HDB FINANCIAL SERVICES
05.2016 - 09.2022
TEAM LEADER
JUST DAIL - JAIPUR
05.2014 - 04.2016
SUBJECT MATTER EXPERT
GENPACT INDIA
05.2010 - 04.2014
12th - Jaipur
RBSE
Master of Arts - Postgraduate
University of Rajasthan
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