Vasundhara Makena
Hyderabad,TG
Summary
A competent professional with 19 years of experience in the fields of Customer Service Operations& Collections. Developed strong teams and provided on Good career opportunities to 80% of team who worked with me. Experience in handling different markets across the AP. Identified new markets and business opportunities, tracked all Service Parameters and sent reports to the management. Have got performer of the month consistently for 6 Months. A result-oriented professional with strong analytical, communication, interpersonal and negotiation skills.
Overview
20
20
years of professional experience
Work History
Senior TC Manager
HDFC Bank
09.2008 - 10.2019
- Handling Vizagcity along and surrounding 22 locations
- Improve On-boarding experience
- Building Digital journeys for customers across all locations to enhance Onboarding experience.
- Responsible for reporting Hub numbers and also ensuring the given projections are achieved across locations
- Handling Escalations and Complaints for AP Hub, FPR for escalations management coordination with different channels and locations
- FPR for hygiene cases for AP hub and SPR for collusion Zone 4
- Taking care of Audit reports and ensuring the audit file are to be closed in time
- Regular Visits to all Locations and Ensuring timely distribution of portfolio to the entire field Manpower.
- Regular Audit on the visits done by the Field Team.
- Vendor Management – daily / weekly / monthly meets with all relevant stake holders. Motivate & monitor the development of progress.
- Contingency plan for meeting business requirements especially on manpower front.
- Providing direction & support to meet business requirements in the local markets.
- Building brand focus in conjunction with operational requirements.
- Prepare & ensure that the team meets the assigned Annual targets.
- Key Result Areas:
Assistant Manager – Collections
HDFC BANK
08.2006 - 09.2008
- Based at Hyderabad handling Risk 30 portfolio
- Agency Recruitment on the basis of allocation of portfolio & capacity planning.
- Executive recruitment, training, grooming, field visit orientation, process download, DCR, bill receipts, visiting top accounts with the executive bucket wise (30-60, 60-90, 90-120,120-150,Recoveries & also cheque bounces), daily field visit feedback, bucket flow monitoring, GCL,NCL, legal filing, bill book audit, cash deposition validation, Tele-calling planning for the month, bill cycle wise / bucket wise target setting & delivery.
- Ensuring Cash Collected is deposited within the stipulated TAT.
- Ensuring TAT is being maintained.
- Preparation and allocation of targets and monitoring the 0-30, 31-90 and 90+days Bucket.
- Resolving Service Issues of the customers in Coordination with Customer Service dept.
- Responsible for the recruitment and training of Field Executives
- Key Result Areas :
Assistant Manager - Collections
GECPBMSL (GE Capital Business Processing Management Services Ltd.)
07.2005 - 08.2006
- Based at Chennai (SBI Credit Card Collection Unit) & handling telecalling& agency management.
- Managed the critical portfolio of X and 30dpd which contribute to the bulk of the delinquency numbers
- Managed a team of 20 telecallers and 10 Field Executives
- Handled 60 and 120 bkt collections with a team of 6 Executives
- Handled Write-off Portfolio with a team of 8 callers
- Planned and Implemented strategies for the team to achieve the Normalization ,Stabilization & Rollback targets
- Periodic reviews to assess and update status on collection targets and plan for contingency strategies with the team
- Formulated and periodically reviewed incentive schemes for the team to drive the critical performance standards
- Devised a system of allocating accounts based on risk category and the skills of the telecallers
- Solved dispute cases where the payments were in doubt by coordinating with the Customer Service and Remittance departments
- Analyzed the MIS and made daily projection reports which was shared with the leadership team
- Followed up on Escalation accounts to ensure that they were actioned accurately as per the requisite TAT specifications
- Was responsible for projecting the month end closing figure and setting the DRR for the team
- Key Responsibilities:
Associate Payment Assistance
Info vision Pvt Ltd
01.2000 - 06.2005
- Effectively negotiated with Card Holders to facilitate payments and reduce delinquency
- Headed the Outsource Telecalling Agency which employed 8 callers and had a portfolio of Rs. 5 crores
- Monitored the agency on an hourly basis on calls and commitments
- Was responsible for setting the DRR and targets for the team
- Managed the 30 FR and In-house agencies which had 15 field executives
- Monitored daily collections of all the field executives in the X and 30dpd and projected risk to the top management
- Monitored the Collectible Accounts per Executive on a daily basis to ensure level loading
- Ensure Cash Collection focus on accounts with history of cheque bounces
- Vendor management daily/weekly/monthly meets are been organized and ensured the set targets are achieved
- Taking care of Tele calling teams
- Training tele callers abs and ensuring they achieve set targets
- Travelling regularly to location, visits to near by locations verifying and cross functional team & addressing these issues and also giving proper training to team
- Handling entire process &Audit of AP hub
- Handling queries / escalations & resolve the same.
- Regular personal visits to branchesfor premium / HNW Customers
- Organize and conducting legal camps for customers settlements
- Handling Exclusive relationship team assigned to accounts
- Initiating & developing relationships with key decision makers in branch banking for resolving the high profile customer queries
- Evaluate volumes and ensuring the projected numbers are achieved ( location/circle/product/bucket) wise
- Assessing the customer feedback, evaluating areas of improvements with regular analysis for evolving newer growth patterns and sourcing
- Understanding the customer issues& providing customized settlements after managements’ approval.
- Training the team on Telecalling
- Ensuring all the Cash is deposited on time.
- Tracking and Maintaining Complaint
- Timely tracking settlement letters and FPR for signing letters
- Coordinating with Team on day to day issues related to collections
- Leading, mentoring & monitoring the performance of the team to ensure efficiency in process operations & meeting of individual & group targets
- Highlights:
- Consistently recognized as top performer in the HUB
- Awarded STAR performance award in 2018
- Best TCS award in 2017
- Ranked No:1 in Hub Experience Score Card for entire year of 2016
Education
PGDBM - PGDPM
Andhra university
VisakhapatnamDegree - IRPM
GayatriVidyaParishad
VisakhapatnamIntermediate - MPC
Bullayya College
VisakhapatnamSkills
- Customer Service Operations
- Collections
- Agency Management
- Vendor Management
- Team Management
- Business Development
Languages
English
Telugu
Hindi
Personal Information
Profile: Detail oriented team player offering strong communication skills and collection capabilities that contribute to company objectives.
Personal data processing
I hereby declare that the abovementioned information is correct to my knowledge and belief.
Timeline
Senior TC Manager
HDFC Bank
09.2008 - 10.2019
Assistant Manager – Collections
HDFC BANK
08.2006 - 09.2008
Assistant Manager - Collections
GECPBMSL (GE Capital Business Processing Management Services Ltd.)
07.2005 - 08.2006
Associate Payment Assistance
Info vision Pvt Ltd
01.2000 - 06.2005
Degree - IRPM
GayatriVidyaParishad
Intermediate - MPC
Bullayya College
PGDBM - PGDPM
Andhra university