Senior Manager
AIRCEL LTD
Total years of experience :20 years, 2 Months
Nearly 17 yrs of rich and comprehensive experience in Strategy Planning, Collections & Recovery, Risk Management, Billing and customers accounting, Customer Relationship Management, Team Management and Sales
Branch banking, cash Management and logistice, customer acquisition, Customer relationship Management
Customer Service Receivables-Collection and Retention
•Operations Management
•Collections
•Handling collection and retention for ROM and GOA.
•Reviewing delinquent portfolio and getting collection done through in house and collection agencies
•Handling high value fraud cases / defaulters / insolvent clients & initiating appropriate legal actions
• Managing the process of settlement with appropriate approval and maintain settlement tracker, and reversing the charges after the settlement is complete.
•Special focus on NTC and Skip Cases. Retrieval of application forms and references for skip cases
•Enhancing normalization & recovery rates to ensure continued profitability of Business & improve processes to ensure efficiency in customer contact and recovery techniques
•Optimising quality of portfolio through implementing effective fraud & credit control policies
•Implementing result oriented collection plans to manage delinquency within pre-set norms
•Monitoring collection activity with the help of a daily tracker and ensuring the payments are coming as per the desired benchmarks
•Handling the activity of repossessions of assets from defaulted customers and maintaining/disposing the stocks. Also ensuring proper stock audit of the same
•Churn Management
•Churn management of prepaid & post-paid services for Mobile, FWP & Data card products
•Responsible for retention from Voluntary termination requests & reduction of the same
•Responsible for retention & collection from 30-60 & 60-90 buckets
•Responsible for managing collection, retention & service for High Value customer base
•Responsible for least possible dunning i.e. Value Based Dunning (VBD) and Time Based Dunning (TBD), followed by retention & collection from VBD
Customer Service Receivables-Collection
•Operations Management
•Collections
•Managing and monitoring delinquent account collection and establishing terms of payment (Post-paid Collection Revenue) as well as handling Vendor Management.
•Accounting and billing in customers account.
•Payment posting in customers account.
•Non payee customers service barring, Exposure monitoring,
•Credit Limit enhancement.
•Handling customer’s payment accounting, implementing new payment avenue & channels.
•Preparing MIS Reports, Debtors / Inter Branch / Bank Reconciliation to provide feedback to top management on business operations, viz., billing, collection, credit control, profitability, etc.
•Maintain the parameters as per ISO (ISO certification for Customer service Dept.)
•Recovery
•Conceptualizing & implementing recovery strategies in case of payment defaults.
•Supervising the team for managing high value fraud cases / defaulters / insolvent clients and initiating appropriate legal actions against them.
•Risk
•Allocation of cases, capacity planning, ensuring field visits, curtailing flow rates and normalization of delinquent accounts.
•Devising and effectuating risk policies & managing wide risks and implementing effective mechanisms to mitigate the same.
Customer Relationship Management: Enhancing customer satisfaction matrices & monitoring customer complaints. Building and maintaining healthy business relations, ensuring maximum customer satisfaction. Coordinating with statutory and internal auditors. Looking after Bill printing & dispatch, Billing adjustment & re-ration, Service barrring & unbarring due to non-payments
•Team Management: Recruiting, training & monitoring the performance of team members to ensure efficiency in sales, operations and meeting of individual & group targets. Leading a team . Conducting meetings for setting up objectives and designing or streamlining processes to ensure smooth functioning of sales and operations.
Accolades: (Idea Cellular Limited)
•Proficiently implemented ECS Payment Method and Post-paid collection through Flexi-Recharge System.
•Effectively supervised the Deutsche Bank activities related to payment collection MIS.
•Adeptly managed payment through Credit Card (SI) & Net Banking.
•Initiated successful efforts for timely & error free payment updation in customers’ accounts and subsequent confirmation of payment status within 12 hours.
•Attaining drastic reduction in the number of complaints & contributions made for improving overall customer satisfaction. This enabled the collection team in achieving 103% collection against collectable billing.
•Cash Deposition in all the Hub Location and preparation of MIS
•Reconciliation of Various Modes of payments.
•Responsible for managing activities of Banking Part for Revenue Section
•Coordination with statutory / internal auditor
•Monitoring or all drop boxes in Maharashtra and Goa
Worked as teller authorizer
•Handling daily cash on counter
•Preparation of DD ( Local, Corrbank, and Manager’s cheque’s )
•Daily clearing cheques entering and sending to clearing House.
•Cross selling e.g. Current a/c, saving a/c insurance, mutual fund, F.D.etc
•CPV of all new a/c’s
•Preparation of Large cash transaction on daily basis and reporting to cluster Head.
•Liquidation of CBS Cheque’s
•Liquidation of all the DD in correct a/c
•Fund Management with other bank’s
•Maintain the Daily vault limit decided by bank.
•ATM Maintenance ( Cash upload and Cash checking on daily basis )
•Cheques booking in Cash-In and CBS cheques sending on the daily basis at concern location.
•Instrumental in salary processing of various bank a/c holders ( e.g. PWD, Income Tax, Tina oil industries )
•Significantly monitored fund management, bank payments & vouchers
Pune
•Handling daily cash, reconciliation and deposition in bank
•Daily cash reporting to head office and prepare voucher and co-ordination with finance team
Pune 1 Dec-00 - 25 Nov 03
• Operations Management
•Handling 4 operations SCB, ABN, BAFL, ICICI Prudential
•Daily Reconciliation of PDC cheques.
•SCB Credit card cheques payment processing
•Preparing daily MIS.
•Keening of Cheques (SCB Bank) for Various Loans and deposition as per Bill-Cycle.
•Processing of PDC accordingly
•Bajaj Auto finance Ltd PDC Management ( Extracting cheques and deposition in bank as per PDC Date)
•Checking and processing of S.C.B. Auto & PL loans applications
•Checking and processing of ABN Credit cards applications
•Solving queries
•Sound knowledge of communicates with Customers.
•Best knowledge of ISO 9001-2000 Documentation and reporting to head office.
•Handling Admin Dept Co-ordination with Regional office
Customer Service Dept (Post paid/ Pre-Paid-Management / Call-Centre Management )
•Operations Management
•CS Compliance ( On-boarding and Customer acquisition )
•100% CEF compliance as TRAI, DOT guidelines
•Streamline the DMS process, identify & improve process lapses
•Customer information capture in system within TAT
•Cash collection from customers and bank deposition
•Distributor’s cash reconciliation collected from markets.
•Vendor Management - Pick up, Scanning, Indexing & Warehousing of subscriber application form & all relevant documents
•Ensuring easy & faster accessibility to scanned documents
•Monitoring the uploading process of scanned documents on server
•Audit at the warehouse to Ensure that the front end and channel partners follow and adhere to the documentation guidelines for better quality of documentation and reduction of penalty
•Timely updates /Training to Front end teams and channel partners on the Documentation policy
•Monthly submission of physical CAFs and supporting documents as per the sample requested by TERM cell for verification
•Pre Audit of CAFs before submission to identify Negative CAF's and correct them before submission
•Closing issues arising out of joint audit so that compliance parameters are met from Regulatory perspective on behalf of organization
•Handling Visits to our warehouse/offices/distributors as and when required by VTM
•100% Process Adherence as per the DOT Guidelines on Prepaid & Postpaid documentation
•Timely barring of all Negative Cases highlighted by TERM cell to avoid Penalty
Pune, 5th May 04- 31st March 05
•Operations Management
•Reporting to the Manager of Cash Management & Logistics. Wherein independently handled responsibility for Cash Management Processing for the Maharashtra Circle including Goa of Cellular Companies such as
Branch Operations
Collections
Customer Acquisition
Sales and distribution
Risk Management
Fraud Control
Auditing
Team Management
PROFESSIONAL SYNOPSIS
•Nearly 17 yrs of rich and comprehensive experience in Strategy Planning, Branch banking, cash Management and logistice, customer acquisition, Collections & Recovery, Risk Management, Billing and customers accounting, Customer Relationship Management, Team Management and Sales
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