Resume : Training Head Collections , HSBC Pan India, MBA Marketing

[abadkur]

Anurag Badkur
E-Mail ID : abadkur AT rediffmail.com

Proven ability :
Training ,Vendor Management and Collection. Was part of the team that was adjudged winner for ‘Golden Peacock National Training Award' for 2009

AREAS OF EXPERTISE :
Training – Development and delivery of trainings – behavioural and process based programmes.
Vendor Management-Handled Collections vendor with a team of Field and Tele calling agents.
Staff engagement & Internal Communications- Motivation, Recognition programs , Internal communication, Intranet Postings, Collections Newsletter, etc
Team Handling : Handled multiple collection vendors, handled 10 member operations unit
Regulatory and Other assignments- IIBF 100 hour DRA training, Gap analysis on regulatory requirements (RBI guideline), Launch of Central Operations.

ORGANIZATIONAL HIGHLIGHTS :
Feb 2005 – till date
HongKong And Shanghai Banking Corporation
Manager, Productivity and Skill Enhancement, Debt Management, Pan India
Based at : Mumbai From Feb08 till date
Collections Manager, Cards & Retail Assets (PL, Auto, Home, Smart Home, PLOC)
Based at : Indore From Feb05 to Jan08

Current Profile :(training)
¨ Internal Staff Trainings
Implementation of training strategy for Bank Collections staff and agency collectors across 20 locations in Pan India.
Develop and deliver training programs including Process, Product Induction, Agency Management, Conversation Skills, Negotiation Skills, Systems training on lending system (SLS).for Collections staff and telecalling staff.
Organise Management Development Programmes (MDP) for internal staff in partnership with INM LDV, Eg : Stress Management, Leadership programmes, etc.
¨ Agency Staff training : managing the implementation of RBI Mandated DRA training to around 6000 collectors across Pan India , liaison with IIBF accredited Institutes in respective locations
¨ Staff Engagement and Motivation : to plan and run regular staff engagement and motivational activities for Collections team.
¨ Rewards and Recognition : Handled reward & recognition programs on a Pan India level, represented CCR in ‘Rewards & Recognition’ working committee meets and at ‘Together further’, a Group initiative for cross engagement under PFS.

Other Projects :
- Financial planning week organised at Malad location to explore cross sell opportunities.
- Handled the project for Voice recording devise installation at Collections Agencies

Achievement :
'Sambhav', a training initiative by Collections Training Department had been declared winner for ‘Golden Peacock National Training Award' for 2009. This Award is the symbol of excellence in training and is evaluated by an independent jury comprising of eminent luminaries from industry, as well as, senior bureaucrats from Government of India.

Erstwhile Profile (Collections Manager) :
Managed Credit Cards and Retail assets Collections for Indore region for all buckets. Handled 3 collection agencies with staff of around 15 executives.
Ensured audit adherence through periodic reviews & training.
Credit Cards : Reduced 30plus delinquency from 14.1% (Feb06) to 6.68 % (Mar07) to 4.90% (Sep07) and achieved target achievement of 150% against a yearly target of INR 24 lacs for 2006.
Retail Assets : Managed delinquency of Personal Loans at sub 2% levels at Indore
Legal : Handled all legal cases filed for cards & retail assets & ensure recovery thereon.
Secured a seat in winners club–‘Play the lead’ for handling COPS launch; Project 239’ in Aug’06, Sep’06 and Dec06 for reducing the cards delinquency to sub 5 % level
Rewarded with two Internal Promotion in a span of 3 years : in Nov06 and Dec07
Accreditation received from Nicholas G Windsor , Head PFS and Puneet Chaddha, Head Cards and Retail Assets, Hemant Aldangadi, NCM
Appreciated Mail received at numerous instances from the Top Management

Cross-Functional Contributions :
Assisted Risk unit in fraud investigations & feedback on numerous cases; liaison with police & legal bodies ; recovery of INR 50k in one case
Valuable Inputs to risk team regarding fraud - counterfeit SARAL forms in 4 local instances and counterfeit Bank statement in an Ahmedabad HML case; saved around INR 10+ lacs HML fraud sourcing for the bank. Received appreciatory mail from product head.

May 2003- Feb 2005 :
Standard Chartered Bank :
Position held : Area Collection Manager - Personal Loans and Credit Cards- (M P)
Based at : Bhopal
Reporting to the Regional Manager, Unsecured Collections (western region), SCB
Parallel reporting to the Manager- Collections & Strategy (India), Personal Loans, SCB

Profile/Attainments :
Entire process of setting up and managing agencies at Bhopal and Indore regions –
FR agency- field referrals
CPU agency- collection pick-ups
CCB agency (Cheque collection boxes)
Tele-calling setup (based out of Bhopal)
Identified Locations & assisted in placing drop boxes during the initial launch at Bhopal and Indore
Started the cash collection point at Indore (since there was no branch) for cards & retail assets repayment
Setting up the telecalling unit of 4 callers with entire infrastructure at Bhopal branch
Managed to keep the delinquency & credit losses under control for MP region
Organised the monthly cross functional meet for better growth and coordination between Sales, Credit, Risk, Customer care and Branch operations teams.

Apr 2002 to Apr 2003 :
E Serve International Ltd, Mumbai (Through Campus Placement)
Position held : Agency Manager, Citibank NA Personal Loans, Mumbai
Attainments :
Monitor and control Delinquency and Credit Losses for Consumer Bank product Trained & managed the ‘Field Plus’ staff (Agency payroll) for personal loans collection of Doctors & Professionals
Consistently achieved the monthly and quarterly targets and audit requirements
Handled 1 Personal Loans Agency and handled all activities including training, staff productivity, and process control.
Preparation and submission of periodic reports, and MIS

Sales Experience : (As part of Management Program)
BSES Telecom Ltd, MUMBAI
Duration : June 2001 – August 2001
Project : Pilot Launch of Broadband Internet services
Sales Experience- Direct selling to high-end retail & corporate clients
Highlights
Channel Sales Development for Broadband Internet Services at Powai & Bandra (W)
Liaison with Channel partners (Dealers & Contractors) for product promotion & operational efficiency in both territories.
Setting up & management of Demo centres

EDUCATIONAL CREDENTIALS :
PGDBA (Marketing) 2000-2002
Institute for Technology & Management, Navi Mumbai
Marks obtained - 62%, University - Autonomous
Internship : Hindustan Coca Cola Pvt ltd, Pilukhedi
B Com 1996-1999
Symbiosis College of Arts & Commerce, Pune
Marks obtained - 72 %, University - Pune University

PERSONAL INFORMATION :
Date of Birth : 24-09-1978
Marital Status : Married
Sex : Male
Languages known : English & Hindi
Locations known : Bhopal, Indore, Mumbai and Pune

[Guest]

SUSHMA NIRMALKUMAR VALECHA
Email : sushma.valecha AT yahoo.com

Aspires to pursue challenging assignments in HR, training , facilitating management with the frontline organization.

Result driven professional of 6 years verifiable solid career track known for successfully training, skilling & developing industry leaders. Known for highly energetic & knowledgeable sessions resulting into high level of motivation & enthusiasm helping them improving business accumen.

Core strengths include :
- Strategic Planning
- Soft Skills & behavioral training
- Branch Management
- Corporate presentations
- CRM
- Training & Development
- Advisory Services
- Team Management.
A keen learner with the flair for adopting emerging trends and addressing industry requirements to achieve organizational objectives and profitability norms. Adept with situations pertaining to requirements of skilling & development of the distribution channel & dynamic leadership of the organization.
Equally effective in identifying opportunities, developing focus & providing tactical business solutions.
Exceptional communicator with strong negotiation, problem resolution & client need assessment.

Knowledge purview :
- Team Management : Imparting/organizing training programs for achieving pre-planned business targets Leading training & monitoring the performance of team members to ensure efficiency in sales, operations and meeting of individual & group targets.

- Advisory Services : as a part of their induction program for advisors, there was a desired level of engagement in providing financial needs like investment needs , Insurance. Looking at the clients income, Spending & investments and assisting clarify their short , medium & long term goals reviewing sources of income for preparing suitable financial/ investment plans and retirement planning.

- Soft Skills training : Imparting soft skills to the agent advisors for the better relationship management. Apart from the soft skills , many projects on behavioural skills are also imparted resulting into the better service quality.

- New Agent Productivity : Managing new agent productivity through the new agents trained for the pre-licensing examination. Within the span of first three months minimum business targets are met considering their identified market. Conducting market surveys for effective market launches, helping agent advisors identifying prospective clients such as government & corporate, generate business from existing clients and thereby achieve business targets.

EMPLOYMENT PURVIEW :
MAX NEW YORK LIFE ,
1st APRIL 2008 to 3rd september 2010
TRAINING MANAGER : Agency
An enriching agency training experience for two years 5 months comprised of the following KRA
- Distinguished efforts towards managing the complete branch operations.
- Instrumental in enhancing the training & development of the operations , sales & aggressive leadership team of the esteem organization.
- Mentoring the team of 25 comprising of 18 sales managers, operation team of three, one agency Co-ordinator, two associate partners & Partner (branch manager)
- Mentoring & developing the new junior training manangers for the newly opened branches

Actively involved in :
- Training & developing the new & existing agent advisors for 16 days training program calles as FCS(Fundamental Career School)
- FCS include Product training , sales training, process training , AML & Compliance, AML & ULIP Certification, IC33 , NALP ( New Agent Launch Process)
- Ensuring the clearance in the pre-licensing exam at III (Insurance Institute of India)
- Organising general Office meets held at every month start as a platform for all the performers.
- Weekly sessions “GURUKUL” for their regular skilling & developing.
- Three day special SELLING SKILLS WORKSHOP for all new advisors.
- Special 2 days soft Skill & behavioral Skill training for the better customer service every month
- Advisory meets along with Sales Managers & new advisors on board.
- Maintained 90% passing rate for the agents appearing for the exam.
- Maintained 54% activation a against the target of 30 % of the entire agency in the year 2008
- Responsible for making branch fully compliant & see all processes are in place pertaining to the documentation of every activity carried out.
- Achieved G3 M3 ratings for the year 2008 & year 2009 for the performance depicted.
Activities to meet KRAs include following activities - Working with & through others
- Preparing presentations for GO Meet every month.
- Arranging Pot lunch during FCS for agents & entire managers for the better team bonding.
- Inducting new sales managers on products & processes
- Conducting Knowledge Sessions for the sales managers
- Being the part of office leadership team, I was responsible for launching the missions & Sizzlers as performance boosters for agency & sales managers & driving the same
- Organized Women Seminar to assist & enhance the recruitment of the branch
- Demonstrating Field calls for new sales managers & Agents joining
- Preparing Patch Meet Presentations
- Launched SMS Campaign for better attendance in training programs.
- Successfully launched new product trainings & SEGMENTATION
- Arranging callathon activities after every training session.
- Developing sales pitch for every product for the agents & Advisors to boost the sales post training.

MY SKILLING & DEVELOPMENT : TTT for the various programs
- TTT for Fundamental Career School - 16 days training program : Level 1 for agency training
- TTT for Basic Career School - weekly sessions : Level 2
- TTT for Advance Career School - weekly sessions : level 3
- TTT for Intermediate Career School - Weekly Sessions : Level 4
- TTT for "Flight To Success" A three day Selling Skills Work Shop
- TTT for Six Sigma Yellow Belt training
- TTT for the soft skills & behavioral skill specialization leadership team
- TTT for inducting New Sales Managers
- TTT for ULIP Certification & AML Certification
- TTT for GET SET GO - a training program for inactive agents
- TTT for MDD - My dose of development - for managers
- TTT for Mpower - Special Training Module for the segmented agents
- TTT for the NRI Module for the NRI & HNI class of Agents
- TTT for Agency Associate Program for the agents promoted to AGENT ASSOCIATE
- TTT for BCP (Business consultant Program) for those joining as BCP
Other Than KRA - Overall involvement in the other business channels apart from Agency
- Successfully conducted Agency Associate training - A 4 days training program for AA channel.
- Successfully conducted BCP training for new BCPs joining in for BCP channel.
- Launched "Inactive Se Active" program in association with SOW (Share Of Wallet) team.
- Successfully launched the merger of two branches with the concept of " SANGAM" the merger.
- Successfully completed the assignment for 10 days training program for the improvements in the normal functioning of Sick Branch

SPECIAL TREATMENTS FROM PEERS : The most difficult job is to win over the peer acceptance
- Recieved appreciation mails from sales managers on the result orientation of my training programs
- 96% top box feed back from agents on an average of most of traning programs
- A Special Appreciation mail by agents & Advisors on my contribution towards their development & skilling to regional manager, Zonal Manager, HR executives , Head HR , Branch Managers.

Certifications & Appreciations : MAX NEW YORK LIFE
Licentiate holder, cleared exam in may 2009
Cleared 5 modules out of 6 of Associate Exam in may 2010
Won best employee of the month eight times on the year 2008, 2009
Received appreciation for my expertise in soft skills & selling skills
Won best team player of the branch for the year 2010
Winner of Zone level contest Koach Ka Kamal - II for the over all development of the branch.
Winner of National awards like “CAREER ENABLER” & “ENABLING SPRINTERS” AWARDS for exceptional job in case rate parameter for the branch in the year 2008

Standard Chartered Bank :
September 2004 to 31st March 2008 :
Joined as Telesales, to Assistant Training Manager, to Training Manager
- Worked in standard chartered finance limited as a retention officer for 1 year . I.e. from 4th September 2004 to 31st August 2005.
- Promoted as a assistant training manager for cards outbound unit from 1st September 2005 to 31st march 2007
- Promoted as training manager from 1 April 2007 to 31st march 2008 and became the part of sales academy of standard chartered bank

Key Activities involved :
- Maintaining the record of clients retained as per their profile & vintage.
- Retaining credit card customers in case of any service defaults & providing them with the proper solution.
- Won best performer for the year 2005
- As Assistant training manager, handled the inhouse & DST trainings for the credit cards , personal loans, compliance , audit requirements. product launches etc.
- As training manager, handled the activities concentric to training & human resource like putting people to payrolls, handling their trainings for different products offered , retraining & product training as & when required, leadership training for the managers existing & new joinees
- Organized social gatherings for the staff for the team bonding activities
- TTT for the 5 day induction program for OUTBOUND department of cards
- TTT for the Special training Program " Leading the Teams Effectively" for the new managers joining in
- TTT for the soft Skill & behavioral skill training programs
- TTT for the facilitation Skills

Certifications & appreciations : Standard Chartered Bank
- won the most admired employee for the year 2006-07
- Won best business support award for the year 2007 for entire west zone
- Won the best activist award for participating in health awareness program run by SCB
- Won LOYALTY AWARD in the year 2007
From 1995 to 2003, Self employed, ran my own tuition classes
for class 12 to M.com & CA inter
Scholastics
2001 - M.Com from Mumbai University
1998 - B.com from Mumbai University
1998 to 2001 – DSE (diploma in software engg) from Silvertech
Include Ms Office, Tally, VB 6, SQL
Currently doing CFP - Certified Financial Planner course from NSE
Pursuing NLP