Driving Success in Collections and Vendor ManagementI lead the design and implementation of innovative collection strategies to optimize efficiency, customer satisfaction, and profitability. By managing vendor relationships and owning dialer strategies, I ensure performance through strategic analysis, cost control, and a customer-centric approach.Key Responsibilities:* Vendor Management: Oversee the end-to-end invoice management for all tele-calling vendors.* Collection Strategy Development: Design and implement effective strategies for early-stage delinquent users, balancing quality and CSAT impacts.* Campaign Collaboration: Work with risk and front-end teams to enhance calling campaigns aligned with organizational goals and compliance standards.* Dialer Strategy Ownership: Create and standardize dialer strategies, floor mobility, and prioritization frameworks tailored to portfolio segments.* Cost Management: Ensure profitability by managing collection costs within a tight budget.* Strategic Analysis: Analyze performance, identify opportunities and threats, and develop actionable solutions.* Competitive Awareness: Stay informed about industry trends and integrate new ideas to enhance efficiency.* Operational Excellence: Develop and execute plans for tele-calling sites, focusing on a state-of-the-art framework.* Team Development: Facilitate team growth through performance reviews and development models.* Capacity and Process Management: Implement capacity planning and manage processes covering compliance, quality, and training.* Performance Reporting: Generate and share reports on team performance, collection outcomes, and market trends.

⦁ Improve collection performance of the early stage (0-45 days DPD). ⦁ Lens & monitor operations team (25+) through delegating daily tasks &responsibilities ⦁ Sharing insights of the Waterfall collection report and presenting RCA.⦁ Dialler Prioritising and monitoring 100% churning of uploaded leads.⦁ Ad hoc journey planning.⦁ Driving success matrix of collection i.e. On call conversion, promise to pay, Productive hours, Kept, etc. ⦁ Analyzing Agent performance reports giving constructive feedback and ensuring improvement in the performance. ⦁ Evaluating agents based on KPI and quality scores and effectively working on BQs and MQs to move them to TQ performance. ⦁ Implementing New projects which has a major impact on Org goal. (P2P Project, OCC Project).⦁ Sharing insights with different stakeholders Product, engineering/Tech, Analytics, Quality, etc to identify and resolve challenges and issues within the ops team. ⦁ Handling OJT and ensuring they are moved to production. ⦁ Analyzing Business/Agent downtime and impact on collections. ⦁ Implementing Cohort and cycle-wise collection strategy/Digital communication. ⦁ Collaborating with the Learning and developing Team with call auditing and creating a strategy to improve process efficiency. ● Working on Shrinkage, Attrition, Payroll date, and Daily Team meeting. ● Risk waterfall calculation/ User category waterfall calculation.⦁ Dialer data validation on Entry date. ⦁ Efficiency and cumulative waterfall tracking and Dip/Spike. ⦁ Setting Target for entire collection team (Across DPD’s).⦁ Handling pre-production team (Benchmarking, Target setting, sharing insights to hiring and OJT, Training team) ⦁ Implemented KPI formulated sheet for the entire production team.

* Managed team of 25 agents to deliver monthly sales target.* Joined as an agent and promoted to Team lead role in three month.* Highest sales on my first month.