Pallab Roy Email & Phone Number

Guwahati, As, In

Guwahati, Assam, India

Oversees the day-to-day activities to ensure efficiency and productivity. Responsible for strategic planning, process optimization, resource allocation, and team management. Collaborate with other departments to enhance overall business performance and get involved in decision-making at a higher level.

Guwahati, Assam, India

As the Regional Business Head ( State head - Assam, Nagaland, Manipur, Arunachal Pradesh), I am responsible for leading and managing the revenue generation and profit center operations for the Assam and North East markets. My primary responsibilities are driving business growth, maximizing profitability, and ensuring efficient collection management and debt recovery.Responsibilities:1. Revenue Generation: Develop and implement strategic plans to drive revenue growth in the Guwahati and North East market. Identify new business opportunities, foster client relationships, and establish effective sales strategies to achieve sales targets.2. Team Management: Lead a team of 200+ professionals, including sales unit managers, collection managers, and debt recovery agents. Provide guidance, mentorship, and performance feedback to ensure the team's success. Foster a high-performance culture and promote collaboration and teamwork.3. Profit Centre Operations: Oversee the overall operations of the profit center, including budgeting, forecasting, cost management, and profitability analysis. Implement effective processes and systems to optimize operational efficiency and achieve financial objectives.4. Collection Management and Debt Recovery: Develop and implement strategies for effective collection management and debt recovery, ensuring timely and efficient resolution of outstanding payments. Monitor collection performance, analyze trends, and implement corrective measures as required.5. Market Analysis and Strategy: Stay updated on market trends, competitor activities, and customer preferences in the Guwahati and North East market. Conduct market research and analysis to identify opportunities for business expansion and develop effective market entry strategies.

Guwahati, Assam, North East India

Responsibilities: Growth of my team, and doing better than budget.Top 3 Key Skills Required for this role: Team Management, Business Analytics, Stakeholder ManagementFollowing were my deliverables.1. Keeping field team and support team motivated.2. Implementation of the National Retention Strategy in the Circle. 3. Design, Implement and drive all types of Retention campaigns 4. Responsible for Daily, weekly, and monthly data collation, analysis, tracking, and reporting 5. Responsible for meeting the objectives and targets of each campaign 6. Measure and report to management the impact of all Retention activities in the business case. 7. Key resource for customer insight and behavioral trends. 8. Conducting regular and ad-hoc “deep-dive” analysis to shed light on observed trends that may not be immediately understood 9. Track customer issues through Inbound, outbound, Business desk, and all customer touchpoints to ensure any customer issues that may result in inactivity are highlighted and resolved. 10. Liaise with Call Centre Manager to ensure execution excellence for all retention outbound campaigns/calls on Welcome, delinquency, and any other campaigns to drive KPIs 11. Develop goals that complement the company's overarching business goals and continually coordinate staff to meet and exceed goals. Maintain contact with the Field retention teams to stay abreast of marketplace activities to be included in report narratives (the why) 12. KYC management. 13. Digital adoption.

Guwahati, Assam & North East License Area

Responsibilities as Service Excellence Head1. Measure customer onboarding & service experience & identifying gaps, Red-flag breaks in CX that need immediate fixing.2. Working with AC Nielsen on NPS and conduct circle level analysis then coordinates with the network, marketing, retail, and call center to take corrective action.3. Competition benchmarking on product & processes and work with corporate to replicate the best practices.4. Collaborate with KPO/BPO (Tech Mahindra, Pace Setters) for TAT improvement.5. Training Needs Identification for Call Centre, Service Centre agents.6. Conducting & mentoring projects & Kaizens across the department.7. Monitoring Credit & Collection process adherence to minimize revenue leakage and maintain quality of serviceAchievements1. Drove “Do it Digitally” adoption campaign successfully, which helped customers adopt digital self-care platform.2. Initiated a structured “Detractor analysis” methodology to ensure no repeat fault.3. Could develop “Say No to No” culture among front line service force, this resulted in a 95% first-time fix of the overall complaint.4. Mentored 2 big projects to improve quality of service at touch points i.e. Utkarsh & Vartalaap.

Guwahati, Assam & North East License Area

Responsibilities as Postpaid Head- Credit & Collection, and Service1. Retail Operation for the circle that includes store expansion, customer acquisition, & Service2. Postpaid business growth through on-boarding of acquisition partner, acquisition through retail stores, & attain planned revenue.3. Monitor quality of acquisition and manage customer life cycle.4. Enterprise Client Servicing. Collection & Recovery Achievements1. Designed & successfully implemented a Predictive Churn Control mechanism which resulted in business to arrest churn below 1.45% against 3.5% previously. 2. Successfully implemented Digital Credit Verification process which reduced average on-boarding time to less than 24 Hrs from earlier 72 Hrs 3. Launched 36 new Stores, partnered sales team attain annual postpaid revenue target.

Guwahati

Responsibilities as Credit & Collection Head- Retail & Enterprise 1. Establishing collection infrastructure and supervising entire field force & call center deployed for collection.2. Responsible for interviewing and hiring staff members, providing training, creating work schedules.3. Implement collection procedures to maximize bucket zero & one collection and ensure more debts are recovered.4. Conducting legal proceedings, issuing legal letters to recover bad debts5. Enterprise Client Servicing.Achievements1. Developed Collection FOS monitoring mechanism through SMS-based location tracker which resulted in higher bucket one collection & reduce involuntary churn.2. Successfully installed & operated Tele Calling setup to mobilize Bucket Zero collection above 95%

Guwahati, Assam & North East License Area

Responsibilities as Channel Manager1. Responsible for managing end to end customer on-boarding process.2. The major deliverable was to ensure the quickest Turnaround Time for customer acquisition and execute service requests. 3. I was also responsible for KYC and warehousing of related documents. 4. Other responsibilities were recruiting front-line agencies and equipped them with the required CRM training Achievements1. During 2013 Govt of India had directed all TSP to adopt a change in the customer onboarding process, I independently spearheaded the activity for ASNE Circle. 2. Highly appreciated for recruiting 40 activation officers, installing 32 Service hub offices, and deploying 520 field workforces within 60 days’ time frame and seamless transition.

Shillong, North East License Area

Responsibilities as Zone Lead- 1. Retail Operation, Credit & Collection, Customer On-boarding, & Enterprise Client Servicing. Collection & Recovery.2. The profitability of Stores across the zone.3. Recruiting channel partners and operate them to ensure quick customer on-boarding.4. Service Center expansion and postpaid collection operation. Achievements1. As a Zonal Lead commissioned business in Meghalaya, Mizoram state, and Cacher District of Assam. 2. Launched 9 stores and spearheaded to establish onboarding of service channel in every location. 3. In the Zone I partnered sales team and to gain customer market share.

Agartala, Tripura

Responsibilities as State Lead- 1. Retail Operation, Credit & Collection, Customer On-boarding & Enterprise Client Servicing.2. Expansion retail stores across the state and their profitability.3. Support the front-line sales team on KYC and logistics of related documents4. Partner business team to launch new towns and recruit channel partners. Achievements1. As a State Lead I managed an annual collection portfolio of 8.4 cr (Bucket 0, 1 & 2) and 90+ portfolios of 75 Lacs. 2. Instrumental in launching RCOM Telecom Business in 4 districts of Tripura State, Launched 8 Retail service point, these new towns added 6 cr annual revenue (Postpaid & Prepaid) taking overall annual revenue to 18 cr. 3. I could maintain Bucket 0 collection at an average of 96% and keeping the Bad Debt below 2.5% for the State.

India & Nepal

ResponsibilitiesGuest Relation, plan, organize and direct all hotel services, including front-of-house (reception, concierge, and reservations), food & beverage operations and housekeeping

Hotel Management, Hotel Operation, Pass

Pgdbm, Business Operation And Sales And Marketing, Pass

Bachelor Of Arts - Ba, Sociology, Political Science, And Economics