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[QUOTE=Guest-IJT;152285][b]Name [/b]: mritunjay Kumar Sinha
[b]Email [/b]: mritunjaysinha AT hotmail.com
[b]Designation / Skillset[/b] : Sr. manger/ Regionl Head/collection and credit
Seeking assignments in Collection/ Risk management /Process Management / Customer Relationship Management with an organisation of repute.

[u][b]Resume[/b][/u] :
 
Seeking assignments in Collection/ Risk management /Process Management / Customer Relationship Management with an organisation of repute.
CAREER SUMMARY
o Result oriented professional with 14 years of experience in Telecom & Banking Industry in the fields of Credit, Billing & Collections, Customer Services, Process Management & Team Management, legal and finance and account.
o Proficient in ensuring effective execution of process operations, with regard to collections and credit management, implementing procedures, and service standards for business excellence.
o Deft in customer service operations inclusive of conceptualising & implementing short / long term plans; managing teams with focus on excelling business targets & service delivery metrics.
o Acting as an escalation gate to resolve critical issues of the team members. Skills in providing training to team members for enhancing the performance and quality of service.
o Demonstrated abilities in generating healthy relationship with the clients for generating business and leading workforce towards accomplishing business and corporate goals.
o A strong & effective communicator possessing interpersonal & people skills with an accurate sense of analysis & problem solving. Excellent team building and leading skills.
AREAS OF EXPERTISE
Credit/ Collections Management
o Monitoring and following-up to ensure that the asset remains a performing asset and does not slip to non-performing status.
o Managing Fraud and Skip Agency – Training team on the ways of ensuring minimal fraud loss and steps of recovering the losses in case of accounts which have been charged off.
o Initiating the relevant legal tools available basis cost and time constraints available to minimize losses and maximize recovery from written off portfolios.
o Liaising with Law enforcement agencies and judicial bodies to expedite risk containment activities
o Performing Credit Appraisals on various parameters to establish credit-worthiness of clients.
o Scrutinizing the documents provided by customers for ensuring compliance to all rules & regulations.
o Responding to specific queries of the customers and taking steps to solve them.
o Ensuring attainment of collection targets on monthly basis.
o Making vendor payments on a timely basis.
Client Relationship Management
o Maintaining healthy business relations with high net worth and corporate / institutional clients, ensuring high customer satisfaction.
o Interfacing with clients for understanding their requirements & suggesting the most viable solution and cultivating relations with them for customer retention & securing repeat business.
Process Management
o Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
o Guiding the unit cope with transition with detailed background as to genesis & advantages of new processes.
o Initiation and compilation of various MIS’s for the country Risk Team.
Business Process Engineering
o Re-designing business processes for dramatic improvements in meeting business needs
o Analyzing processes/ applications and recommending process modifications to enhance operational efficiency.
o Identifying capacity limitations, bottlenecks & process problems and bringing about improvements in the same.
ORGANISATIONAL DETAILS
Jul’08 – till date Tata Communications Ltd., New Delhi – Sr.Manager
[b]Key Positions Held [/b]:
[b]Head Enterprise Collection – North & East India (April’11 - till date) [/b]:
o Heading a team of 8 direct reportees, 12 agency Staff with portfolio size of 100 Cr.
o Ensuring stable increase in the collection numbers and enhancement of collection processes.
o Adopting different strategy to spruce up collection at a regional level by portfolio segmentation.
o Build special focus on the priority/platinum customer constitutes 70-80% portfolio.
o Capturing the customer issue on priority and resolve it to enhance collection.
o Organized Formal as well as informal meeting with sales to address the issue of the customers.
o Regular Training to agency staff to improve collection.
[b]Head Channel Collection – North & East India (April’10-March’11) [/b]:
o Steering collections across North and East Region.
o Maintaining the delinquency/risk cost within the assigned targets for channel customers.
o Setting target and monitoring each location on monthly Basis.
o Building bench strength in vendors in one of the toughest external environment that the retail industry has faced.
o Managing close to 38% of portfolio for the country.
o Setting up the infrastructure required to carry out the daily workflow.
[b]Head India Collection –Recover & Legal (July’08-March’10) [/b]:
o Steering recovery collections at National level. Lays down process and system in place along
o Appoint recovery agency Pan India and mobilized the resources within a month of joining.
o Strengthened back end support to increase efficiency of the agency in resolving customers issue.
o Supervising a special team for managing recovery at national levels and the team for the non workable accounts and legal initiatives at a National Level.
o Deploying all legal tools to increase recovery and reduce waiver percentage.
o Implementing a recovery process which was driven on a project based manner.
o File 138 cases against cheque bounce and recovery suits on high value customers. 
[b]Major Attainments [/b]:
o Building & Maintaining healthy business relationship with corporate and retails clients , channel Partners and customers. Ensuring high customer satisfaction and service Quality through assessing the customer feedback, evaluating areas of improvement and providing critical feedback on the same. Organising service camps in the remote areas by coordinating with agency owner and channel partner to deliver customer service and to ensure customer satisfaction.
o Pioneer in increasing the COLLECTION 100% channel segment within a span of 12 months.
o Meticulously launched collection tools across North & East India, also engaged in formulating Effective Debt Collection Mechanism.
o Played a vital role in improving the CMS (Collections Management System) based on business requirements, tracking productivity and automating the business process.
o Distinction of having proposed for and having negotiated payouts and established the pillar model of collections, streamlined the collections processes while providing a cost effective collections workforce.
o Headed the region, that became the highest contributing region to saves against delinquency plan (risk cost).
o Managed the talent pool with minimal attrition.
March’07 – Jul’08 Reliance Communications Ltd., Sr. Manager
[b]Customer Service Delivery Head (Mar’07 – Jul’08) [/b]:
[b]Major Attainments [/b]:
o Provide, Develop and implement CSD strategies, programs, mechanisms & framework relating to Customer Care, Retention's, Billing, Credit & Collection and the overall CSD Function. 
o Manage the daily operational and service aspects of the circle, related to Order Fulfillment, Billing & Collections, Churn Management, relationship Management & CSAT Management
o Ensuring Maximum Retention percentage and minimizing the Churn percentage
o Ensure smooth customer experience, resolution of customer complaints and Manage CCRM’s effectively
o Collections from active accounts (0-90 Days) to ensure 98% YTD cash collections, First Time Biller’s Collections, Enhance Due Date Collections, Manage Bucket Performance, Ensuring provisioning < 3% .
o Collection Audit for improvising the overall efficiency of the collection Function.
o Formulation of Exposure Management & Credit Policies, AV/CV processes.
[b]o Process oriented systems [/b]: - To place the automated system to drive the quality & performance. CSAT, Training & Hiring process to be placed. Complaint closure 98% within TAT.
o Reduce cost to serve and TAT, continuous focus on the processes for an effective cost model,
o Ensure High productivity of all operational - On Rolls & Outsourced staff, People Management and Development – hiring, training, performance management and retention..
Jul.’06 – Feb’07 ICICI Bank Ltd – Manager (personal loan/home Loan)
[b]Major Attainments [/b]:
o Provide effective managerial control and direction to the personal loan function
o Manage Collection effectiveness – Field Agencies through
o Control Delinquency and Net Credit loss for the region
o Monitor timely collection of funds from customers allocated to the tell-calling unit, flows and agencies
o Agency management , review performance of vendors, ensure timely training of FOS, timely payment & satisfaction of the business partners.
o People Management and Development –hiring, training, performance management and retention.
o To ensure optimum use of resources (people/infrastructure) for consistent and error-free service mgmt
o Reduction in provision of bad debts provisioning by 2 Cr month on month.
o Organizing Lok Adalat to recover money from defaulting customers.
Mar.’04 – Jun.’06 Reliance Communications Ltd. – Cluster Head
[b]Major Attainments [/b]:
o Ensure Customers' satisfaction both internal and external
o Monitor timely collection of funds from customers allocated to agencies
o Timely analysis of non-collected accounts identifying causes thereof so as to limit the bad debts with permissible norms.
o Setting up processes for managing exposure of the customer on the network and assigning limits for the new customers.
o To design and implement end-to-end processes in Credit & Collection
o Formulation of Exposure Management & Credit Policies for Corporate Customers and ensure smooth implementation
o Handling AV/ CV process, Review of operations 
o To ensure cost consciousness Mgmt of business partners including strategy of review of commission structure
o Ensure timely and adequate training to business partner(F.I agencies/ Collection agencies/ Retention agencies) 
o Ensure proper documentation and review of policies, processes, procedures and operational manual as per business requirements in consultation with top Management.
PREVIOUS ORGANISATION
Feb’02 – Feb.’04 Collection Executive 
Bharti Airtel Ltd., New Delhi
o Appointing collection agencies.
o Managing business associate of the company .
o Handling corporate and individual customers
o Formulating effective debt collection mechanisms
o Customers retention is the key area of my operation
o Ensuring bad debts, costs of collections are with in budget.
o Introducing innovative methods, systems and processes for enhancing collection 
o Give feed back to management
Jun.’01 – Feb.’02 Executive – Finance Accounts (Debtors Management)
Chee Brothers Private Ltd.
 
o Preparation of Financial Statement
o Debtor/ credit Management
o Vendor management
o Handling tax matters including payment of tax
o Budget, financial analysis and planning etc for the company.
o Preparation of working capital management and cash management 
QUALIFICATIONS
o AICWA, Kolkatta 2002
o CS (Intermediate-GR 1) 2003
o B.Com. (Hons.), Kolkatta University 1996
o Diploma in Computer Management, NIIT 1995
 
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[b]More Information about this submission and submitter [/b]:-
___________________________________________________
[b]Submission ID  [/b]: 4443865
[b]Date & Time  [/b]: 4th Aug 2011 8:59 AM (UTC)
[b]IP Address  [/b]: 14.98.72.233
[b]Browser Info  [/b]: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.0; GTB7.1; SLCC1; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30618)
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