Client Relationship Management: Cultivated and maintained strong relationships with clients and brokers, addressing their needs and concerns promptly to ensure high levels of satisfaction and retention.Team Leadership: Led a team of broker support, customer support, and collections specialists, providing guidance, training, and support to ensure exceptional service delivery and adherence to company policies and procedures. Technology Integration: Spearheaded the implementation of advanced technology solutions to streamline premium finance processes, resulting in increased efficiency and reduced turnaround times.Risk Assessment and Management: Evaluated creditworthiness and assessed risk profiles of clients, implementing strategies to minimize credit losses and optimize profitability.Process Improvement: Identified areas for improvement within premium finance workflows and developed strategies to enhance operational efficiency, resulting in cost savings and improved service quality.Customer Service Excellence: Implemented best practices for customer service delivery, resolving escalated issues promptly and effectively to maintain a high level of client satisfaction.Cross-functional Collaboration: Collaborated with underwriting, sales, and operation departments to streamline premium finance processes and ensure alignment with overall business objectives.Training and Development: Developed training programs and resources to enhance the knowledge and skills of premium finance team members, fostering a culture of continuous learning and professional growth.Managing and Developing Collections Strategies: Leading the Arrears team. providing support, guidance, and training. Designing and implementing collection strategies. Handling third-party vendors and legal firmsReports & Dashboards: Build a dashboard in smartsheet, MS BI, and Tableau to get insight into calls, emails, and collections numbers.

Responsible for collections of Home, Commercial and Auto portfolios.Directs the daily operations of the Collection Department to ensure we are operating effectively and efficiently. This also involves regularly assessing the department's processes and implementing changes that will help improve productivity.Establish and maintain effective collection policies and procedures, ensuring all debt collection practices are adhered to.Recruit, hire, train and evaluate staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload. Interface with sales, operations support, and strategy to handle billing inquiries.Run reports and analyze data pertaining to the department and share it with executive board membersLiaise with the reporting team to ensure a high degree of accuracy in revenue reporting and manage any data issues that arise.Strive for continuous improvement in the management of the team, systems, and all associated processes.Monitor new processes and workflows to ensure they work as intended and institute a new policy where necessaryForecasting of cash collections using historical data. Executes established loss mitigation processes/procedures for the resolution of non-performing and high-risk accounts. Provides advice and guidance to assigned business/group on the implementation of solutions.Lead/participate in the design, implementation, and management of core business/group processes. FPR for setting up collection strategies on newly built loan system software.Took strategic approach and recreated the collection strategy boosting collections rates by 50%. Brought 50% efficiency by tweaking the existing system and reducing overdue files. Kept the delinquency rates less than 1% throughout the year.Delivered 20% saving for the collections department by digitalizing the entire admin process.Coordination with Legal consultant. Handling legal cases of all provinces

Stratify collections activities to maximize cash receipts.Utilize Transunion Dynamic data and preparing reports.Following up with lawyers and Trustees.Reviewing accounts to be recommended for write –off and for outsource collection efforts.

Planning, organizing, directing, and controlling the collections activities For Delhi-NCR.Helped the IT team in developing collection software.

Handled collections for three states (Delhi-NCR, Haryana, and Uttrakhand). Responsible for preparing a strategy to increase the Resolution. Responsible for motivating team members, ensuring increased numbers achieved with less cost and overheads. The hiring of new agencies/Managers. Meeting with the sales and credit department. Preparation of Management Information systems (MIS) of collection and regular performance reviews. Surprise audits in Agencies (MIS/ Receipts) for identifying the gaps and the same to be resolved in the assigned time period. Helping in identify negative areas and profiles to sales and credit teams. Handling disposal of repossessed vehicles. Implementing the monitoring mechanism and MIS to ensure that each parameter of KPI is constantly measured, reported, analyzed, and improved. Act as a constant source of feedback to product and policy teams to aid in amending policies/products from time to time to suit the market risk. Worked as an Authorized representative of the company handling legal high-worth cases in court.

Handled Credit Card Written-Off portfolio.Managed Debt Collection Agents.Close Monitoring of Legal Portfolio and ensuring timely filling and withdrawals by working closely with lawyers on panel. Process management, training, reshuffling, allocation & target cascade.

Handled CITIBANK Personal Loan (Unsecured) Collections Portfolio.

Third-Party Agency Management