Sunita Sharma
Jaipur
Summary
Professional with a 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 a results-driven approach.
Overview
16
16
years of professional experience
Work History
Area Collection Manager
Lendingkart Finance
11.2024 - Current
- Handling the business loan product for the entire Rajasthan and MP NPA BKT's to 180+ DPD cases.
- Handling a team of 5 Collection Managers and 48 FOS with 3 agencies in Rajasthan and MP.
- Reporting to the Zonal Collection Manager.
- Publish DRR on a day-to-day basis, and set milestone targets for each bucket.
- Set the daily projection as per DRR for each bucket, and get it done by the end of the day.
- Handling critical cases and making frequent visits to resolve issues.
- Prepare flow feedback every month and review it with the agency on broken PTP cases.
- Maintain the attendance register of the agency, and manage the audit and compliance policy.
- Settle above 90 DPD and NPA cases in 80% to 60% of POS value.
- Achieving the required target as expected by the management on a monthly and quarterly target basis.
- Improved collection efficiency by implementing effective strategies and streamlining processes.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all collection activities.
- Used skip tracing and other techniques to locate debtors.
- Checked payroll, vendor payments, commissions, and other accounting disbursements for accuracy and compliance.
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
Personal Information
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
Master of Arts - Postgraduate
University of Rajasthan
12th - Jaipur
RBSE