Joy Moolayil Email & Phone Number

Ernakulam, Kl, In

Thrissur, Kerala, India

Ernakulam

• Handling collections and recovery for all retail products including Home Loans, LAP, Vehicle loans, Educational Loans and Other retails products. • Manages Tele calling team for retail loans portfolio of the bank through a dedicated call center.• Managing stress portfolio of 220 branches in 4 zones (Central and South Kerala).• Handling retail loan portfolio of around 450 Crores.• Special drive measures for NPA reduction and stress control in Educational Loan and LAP. • Responsible for loss line control. • Implemented tele calling and agency collection for Educational loan NPA recovery across zones. • Responsible for 0-N two wheeler collection portfolio for the Bank in Kerala. • Manages the field collection team and agency field staff for the assigned territory. • Played an integral role in formulating the collection policy and process for Catholic Syrian Bank.• Played a crucial role in developing the collection software ‘Indus Collection system’ for the Bank.• Played a lead role in developing mCollect the mobile collection system in conjunction with Indus software pvt ltd. • Team member in the ‘User Acceptance Testing’ module of Indus Collection system and mCollect of the Bank.• Shortlisted and empaneled 12 collection agencies across Kerala. • Played a lead role in formulating the repossession and stock yard management policy for the Bank.

Ernakulam

• Collection management from 0 – 3rd Overdue through a team of 25 Customer Relationship Executive and 3 Assistant Managers Remedial for Passenger vehicle & Small and Light commercial vehicle segment. • Directly responsible for collections and recovery in Commercial vehicle NPA portfolio of the branch. • Responsible for proactive litigation and delinquency reduction of branch portfolio. • Direct co ordination with panel of advocates and police officials for effective recovery in NPA pool of the branch. • Identifying and initiating arbitration proceeding and Executive petitions for delinquent portfolio. • Responsible for passenger and commercial vehicle loan disbursement of branch through First time, Retail and Strategic customers.• Monitoring the first EMI collection and Nonstarter resolution of commercial and passenger vehicle funding. • Responsible for fee income generation through cross selling for 1st year and renewal of insurance policies. • Responsible for statutory and Regulatory compliance for the branch. • Managing customer service & retails operations for the branch.

Ernakulam

• Managing agency channel / partners used for debt servicing of delinquent customers for auto loans. • Engaging with delinquent customers for collection of legitimate dues. • Responsible for asset recovery operations for NPA portfolio of auto loans as per the laid down processes. • Driving the agency channel for the desired target and for reaching the top commission and incentive slab. • Conducting conciliation camps and settlement drives for NPA portfolio of the bank. • Negotiation and Dispute resolution of High Net Worth Individuals. • Give periodic coaching and training to the agency staff for their personal as well as carrier developments.

Ernakulam

• Responsible for Asset Recovery Operations for Unsecured Asset Products – Personal Loan, Business Loan, SME Business Loans and Micro Personal loans.• Responsible for Retail asset portfolio of more than 120 Crores. • Credit limit control and Customer dispute resolution. • Recovery analysis for Distressed Assets. • Collection Channel Management –developing and leading a team of 12 agencies and 56 associates. • Negotiation and Dispute resolution with high value customers. • Legal issues management including liaising with Solicitors and representatives of Bank in Tribunals. • Monitoring of agencies to ensure compliance to corporate recovery policies. • Planning, Initiation, Development and Operationalization of in-house call center to improve efficiency. • Managing a team of more than 50 associates dealing with asset management and customer services. • Setting up of key performance indicators for associates. • Statistical analysis of targets and performance management.

Key Result / Responsibility Areas • Responsible for revenue generation through Loyalty, Finance and Travel Services.• Responsible for delivery of services as per SLA & Quality standards specified from time to time.• Responsible for Staff training at store level.• Organize in-store promotional activity for member acquisition and for generation fee income through various financial products.• Identify key improvement area which would result in cost savings.• Responsible for update and upkeep of marketing & sales collaterals and system availability.• Stock taking at the store for collaterals, vouchers, Gifts and Promotional Items.• Issuance of MIS reports - Managing & tracking customer-loss & customer- retention.• Recruit the best talent available in consonance with the state HR in case of any shortcomings in the team due to resignation of the team mates.Notable Contributions• Successfully completed Train the Trainer course and certified as a trainer for Reliance Retail. • Best performer PAN India for the first investment & savings product launched.• Best performing Area Manager for Kerala in “eXceed” a recognition program for Rone insurance sales.

Key Result Areas • Managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms.• Handled the profile of Team leader for Teller operations, Clearing, Account opening and Front office. A team of 4-6 front office executives was reporting to the team leader in their respective functional areas.• Handling loan disbursement of the branch and docketing of disbursed files.• Handling loan closure request and release of documents.• Cash and Cheque receipting for the branch. • Setting up and maintaining EMI Standing instruction for the clients.• Tele calling and follow up for First EMI due customers.• Cross selling Financial Products like Mutual Fund, Insurance (General & Life), Tax savings bonds and Pure gold.

Pgdm, Marketing & Advertisement

B.Sc, Bio-Chemistry