www.caretelindia.com Caretel Infotech Ltd Delhi : Collection Process Operations

[Admin]

Caretel Infotech Limited Delhi : Sr. Manager Operations(Collection Process)

Website: http://www.caretelindia.com

Keywords: Collection Process, Banking Experience , Operations, Recovery, Manager, BPO

Designation: Sr. Manager Operations(Collection Process)
Experience: 10 - 12 Years
Location: Delhi
Compensation:
Rupees 10,00,000 - 12,00,000
Education:
UG - Any Graduate - Any Specialization,Graduation Not Required
PG - Any PG Course - Any Specialization,Post Graduation Not Required
Industry Type: BPO/ITES /CRM/Transcription
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Posted Date: 10 Dec

Job Description:
Manage the operational activities & challenges of allocated process and BPO divisions & ensure resources match workloads to provide cost effective,high quality service within agreed SLA & timeliness.

Responsibilities include supporting all Process oriented initiatives & manage Operations.

Create Excellence for processes & knowledge.

Help his team achieve requisite quality & productivity standards.

Demonstrated success in managing large scale initiatives with broad organizational impact, managing relationships and large contracts.

Desired Candidate Profile:
Build and maintain effective long term relationships with key members of the client.

Candidate should have high quality skills in COLLECTIONS PROCESS, Customer Service skills, Soft skills and Communication skills.

Prior Work Experience:-

Candidates with past experience in BANKING OR COLLECTIONS PROCESS with BPO or KPO companies focused on COLLECTIONS Processes, financial services or BANKING DOMAINS would be highly preferred.

KEY COMPETENCIES (behavioral):

This role requires solid business and process analysis skills, the ability to build business case justification, and a high degree of process orientation with above average process mapping skills

Excellent documentation and writing skills

Sound client relationship management skills

Strong communications skills, both verbal and written

Proven abilities in project management, project coordination, or team management

Strong leadership skills

Consulting and sales support abilities

Must have good relationship building skills

Company Profile:
Caretel is part of the Dalmia group (a leading Indian conglomerate with GHCL as its flagship company). The group has diverse business interest including Chemicals, Telecom, IT Enabled Services, Tobacco, Explosives, Dairy products, Textiles, Resorts and others. As part of its expansion strategy, the company has focused into the area of Multimedia Contact Centers including Business Process Outsourcing. Caretel has achieved substantial success in the domestic market by acquiring major multi-national clients in the Automobile, White Goods, FMCG, IT, Telecom, Entertainment, Finance and Insurance sectors. Some of the key clients amongst an impressive list of over 60 major corporations

Executive Name: Sheel

Address:
Not Mentioned

Email Address: sheelmitra.myp@caretelindia.com

Telephone: Not Mentioned

Reference ID:
Sr. Mgr.-Ops.

Keywords: Collection Process, Banking Experience , Operations, Recovery, Manager, BPO

[Guest]

EKTA YADAV

E-mail : ey.libra1985 AT gmail.com

CAREER OBJECTIVE
To obtain a challenging position in a reputed organization in order to enhance my intellectual development and also make a contribution towards overall growth of an organization.
ACADEMIC PROFILE
Degree/ Certificate Specialization School / College/ Board/ University Year of Passing
Post Graduate Diploma in Management Finance(Major)
Marketing(Minor) Shri Balwant Institute of Management, Sonepat 2011
(Result Awaited)
Bachelor of Commerce Commerce
Delhi University
2007
12th Commerce with Maths Central Board of Secondary Education 2004
10th Common Subjects Central Board of Secondary Education 2002

COMPUTER PROFICIENCY
- Diploma in ‘O’ Level from DOEACC Society
o Basic fundamental & IT Tools
o Business System & Foxpro
o C language
o Internet
- Diploma in MIS (Management in Information System) from NIIT.
SUMMER INTERNSHIP TRAINING PROJECT
Project Name : Analysis of HDFC Standard Life ULIP Plans
Company : HDFC Standard Life
Duration : 19/05/2010 to 30/07/2010
EXTRA-CURRICULAR ACTIVITIES
- Actively participated as Volunteer in 14th National Conference organized by National HRD Network.
- Actively participated in organizing the AIMA- National Student Management Quiz 2011 (AIMA-NSMQ).
- Awarded with Certificate of Appreciation from the National HRD Network.
- Participated in National Seminar on Indian Economy : Causes and Effects of the Slowdown on major economies of the world held at Shri Balwant Institute of Management, Sonepat.
- Got 1st Position in Case Analysis in Annual Inter College Fest- Parikshit 2011 held at Shri Balwant Institute of Management, Sonepat.
- Got 2st Position in Management quiz organized in the college.
- Performed Semi-Classical Dance at Shah Auditorium in 2008.
HOBBIES
- Sharing knowledge with others
- Photography
- Semi-Classical dance
- Listening to Music
- Net surfing
SELF DESCRIPTION
Highly motivated, creative and versatile student with a track record of producing distinguished results. Actively participated in organizing various events in the college. Proven ability to motivate and work effectively with persons from other cultures and all walks of life. Skilled in learning in an environment with limited resources.

[Guest]

E-mail : ramakantdb AT gmail.com
Ramakant Dubey
Objective :
To associate myself with an organization of repute, which would provide avenues for growth in the field of Retail Operations , Revenue Assurance and Customer Life Cycle Management .
Brief Overview :
- Graduate Degree with over 10 years experience in telecom (Key areas of experience have been Customer Service Delivery, Revenue Assurance , Customer Interface, Formulating & Implementation of Systems & Processes and Operations Management).
Education :

Graduate Degree in Science, Final Semester for 2nd Year MBA from NMIMS.
- MBA – Pursuing : Appearing for final Semester Examination for 2 year MBA in Marketing by Distance Education from NMIMS, Mumbai.
- B.SC : Passed in the year May 1996 with First Class, from Mithibhai College - Vile Parle Mumbai University.
Professional Experience :
1. Bharti Airtel Limited.
Sr. Manager – CUSTOMER SERVICE- (Bharti Airtel Limited – SM ZONE AND GOA )- May 2011 till date.
- Ensuring documentation of all the acquisitions and thereby ensuring MEF and SEF barring below
- Driving the Zonal churn below 1% and bad debts too below 1%.
- Driving the customer satisfaction score above AOP
Manager Collections(M&G)
November 2006 – May 2011,
Roles and responsibilities :
- Ensuring that circle bad debts for the M&G circle is below 2% :-The cicle bad debts that was at 4%,has been reduced to 2% and been consistently achieving this from last 6 months .The job means to ensure that we active collections is at 96%,the corporate active 90+ outstanding is at minimal and is recovered in the month, the dective collections targets of all the buckets are achieved consistently and most important and above all customer dissatisfaction is not there in the process.

- Heading Deactive collections M&G circle from November 2009 :-Deactive collection process starts from the day of allocation and till the partners payouts are done on time.
The zones and the agencies in the zones/circle are periodically reviewed, guided and supported, awarded as per the performance.
The dunning team is audited on there dunning process so that dunning is done on time and exposures don’t go beyond permissible limits.
Customer being the key to any business we need to ensure that the customers dissatisfaction is nil/minimal, the process and code of conduct is being strictly adhered.
The process and constant hard work by the entire team has raised the recovery collections form 8% to 14%.
Legal activity for bounce(sec 138) and defaulted customers(sec 420 and sec 404) is done by liaisoning with lawyers and engaging into skip tracking activities for sip cases.
- Heading Corporate and institution Collection for M&G for 2 Years :-In handling corporate collection the most sensitive and important job is to build up and have good and healthy relations with corporate by the virtue of good services.
Ensuring 100% collection on targets by virtue of reviews, guide ,support to zones/agencies

Ensure that issues get resolved within the TAT to ensure 100% customer satisfaction which is the most important thing to get the collections
Handling collections of PAN india accounts like Reliance, India infoline,ICICI Bank giving billing to tune of 6 crores.
- Implemented Six Sigma (Yellow Belt) in FWP Collections.
- Handling FWP Collections of Mumbai Circle.
- Increased the collection by 17% till suspension.
- Increased De-active collection by 8%
- Brought down bad debts of FWP by 20%
2. Reliance Infocomm Ltd.
From October 2003 to November 2006.
Billing & Collection (Mumbai Circle ).
Roles and Responsibilities :
Assistant Manager Collections
- Managing 30-60 Collection of the Circle
Heading Cluster Collections.
- Increased Bucket collection by 15%.
- Heading Back office Operations.
- Performance analysis of collection agency
- Cost Analysis of Collections.
- Managing 6 Collection agencies.
- Resolving High value/Dispute cases
- Increased Cluster Collections From 95% to 99%.
- Managing a team of 8 backend and 8 Field Supervisor.
Complete ownership and responsibility of a mapped territory
- Responsibilities include handling 20 stores in the cluster and ensuring minimal churn (customer disconnection) or not exceeding the allowable.
- Co-ordination and monitoring CIOU & Collection Agency performance and review of targets.
- Assistance in Finalization of Collection Agencies along with Circle Commercial Team.
- Assistance in Data Allocation & Setting up Collection Targets across Cluster & Monitoring Collection Buckets and Reviewing Performance.
- Analyzing and Reviewing the performance of CIOU and Collection Agencies.
- Close-loop cases for Undel Bills with circle team to ensure proper reasons for bills undelivered .
- Assuring adherence to Dunning Policy & taking corrective steps in case of deviation.
- Ensuring recoveries from hardbuckets i.e Collections after suspension of accounts thereby ensuring Winback of customers & zero clawback to channel partners.
- Ensuring & adhering to Credit policy norms of Customer creation; Credit Dunning & easy Collections of Buckets 30 to 60. i.e., Collections before termination of services.
Postpaid to Prepaid Migration Project :
- Monitored a team of FOS (Fleet on Street ), POS (Point of Sales) .
- Retained Deliquent and Involuntary Churn customer into network by migrating customer from postpaid service to prepaid service.
- Project to mapped the Regular Customers in to CIOU ( Customer Integration Operational Unit ) Concepts .
Revenue Assurance Project :
- Monitoring a team of FOS (fleet on street).
- Data Allocation & Setting up daily targets for revenue generations.
3. Hutchison Essar Ltd.
2001 to 2003
- Managing Back office Operation.
- Ensure timely allocation of all Buckets for all bill cycles.
- Ensure timely vendor pay outs
- Performance analysis of collection Agency
- Cost Analysis of collections
4. Elbee Services Ltd.
1998 to 2001
- Handling Corporate and high value collections.
- Managing Area collections.
- Managing team of 4 officers.
- Topping amongst all areas in collections for consecutive one and half year.
.
Achievements :
- Awarded for winning National Bad Debt Reduction Contest ( Qtr III 08’09 ),( Qtr IV 08’09), ( Qtr I 09’10 ).
- Top performers award for year 2009-2010.
Strengths :
- Integriety
- Achievement Oriented with ability to manage stress
- Initiative person, ready to take on responsibilities
- Motivated self-starter who welcomes challenge.

[Guest]

To,
The Manager
Caretel Infotech Limited
New Delhi
Respected sir/madam
I would like to bring certain things that are now a days degrading the name of your firm and its associates in your kind information that is prevailing in your office premises and if not taken taken care with immediate actions then you would certainly going to lose your staff members along with the fame of your respective firm.

Sir/Madam, these days your senior staff is not behaving properly or you can say they are pushing themselves out of their professional ways to tease the new recruited staff especially girls. Here without mentioning the name of any of the senior staff member of P.P. Tower, Netaji Subhash Palace, Pitampura, New Delhi office I just as a concern well wisher is informing you that new staff of girls for the job of Tele Calling executives are teased not only by the team leaders but also by the other members of Human Resource Department both verbally and technically via sms and all.
Sir/Madam I am informing you so because I am having some legal proves too to justify and verify my statement. Now this time I am informing you as a well wisher but if appropriate steps wont be taken against this prevailing eve teasing in your office premises then may be next time no one would be having any time to inform you about any legal activities against your staff member or hr department.
Sir/Madam I desire damn heartily that you take some appropriate steps to check this eve teasing.
Thankfully in advance for your generosity and kind favor of yours in this direction
Yours wellwisher