Senior Manager – STPL at Credify Technologies Pvt. Ltd. (Creditt+) (2026-05 – Present)
- Led end-to-end collections and recovery operations for unsecured personal loan portfolios, driving delinquency reduction, recovery improvement, and NPA control.
- Developed data-driven collection strategies, MIS, and performance dashboards to monitor DPD, roll rates, bounce rates, cure rates, and recoveries.
- Built and managed high-performing in-house collections teams by establishing SOPs, productivity benchmarks, training programs, and quality standards.
- Managed collection agencies, defined SLAs and compliance standards, and optimized vendor performance to maximize recoveries and operational efficiency.
- Leveraged technology, automation, and digital collection channels while ensuring compliance with RBI guidelines and fair collection practices.
Area Collection Manager – Housing Finance at Authum Investment & Infrastructure Ltd. (2024-07 – 2026-04)
- Heading Collection of Housing NPA for Gujarat (accept South Gujarat)
- Monitor collection performance against targets and KPIs, and take corrective actions as needed.
- Handle escalated cases and complex customer interactions, ensuring customer concerns are addressed effectively
- Implement best practices and innovative approaches to enhance collection efficiency
Regional Collection Manager – PL, BL & Cards at Dhani Loans & Services (Indiabulls) (2021-03 – 2023-11)
- Heading Collection Operations for all buckets for all the branches of South Gujarat
- Managing team of 200+ includes ACM, Managers, TLs & FOS.
- Supervised key performance matrix on the portfolio.
- Effective utilization of overall capacity to ensure maximum productivity
- Regular Review of Portfolio to maximize collections
- Daily review of productivity MIS & Performance MIS
- Regular team reviews & updating the senior team on the progress and corrective action if any
- Tracking of customer queries and escalations
- Regular reviews of current processes and ensure better control
- Create a young vibrant & highly motivated team
Sr. Manager – Retention & Customer Service at YOU Broadband India Ltd. (Vodafone) (2019-06 – 2021-03)
- Improvisation of Retention Process
- Reduction of Voluntary Churn
- Revenue Target Setting & Achievement
- Supervised In-house telecalling & Field Team
- Performance Evaluation & Improvement
- Recovery of Equipment.
Circle Lead - Revenue & Retention at Bharat Business Channels Ltd (VideoconD2H) (2010-12 – 2012-04)
- Heading Revenue & Retention for Gujarat Circle
- Maximize Recharge within given TAT for Active & Disconnected Customers
- Leading In-house Team & distribution channel for renewals.
- Target Setting for the Team and ensure achievement of same
- Strategy Planning to Maximize Renewals
- Strategy planning & implementation for Churn Reduction
- Maximize Recharge Counters & availability at retailer point
- Sourcing of New Retailer & Distributors
- Ensure ROI of Distribution Channels.
Area Collection Manager – PL & BL at Barclay's Bank PLC (2008-08 – 2010-11)
- Heading Collection for PL & BL of all buckets for Gujarat & MP
- Directed In- house team of Managers, Executives & External Collection Agencies
- Ensure Budgeted Delinquency for All Region
- Target Setting & Achievement of same
- Maintain Cost of Collections
- Periodic Audits of Collection Agencies
- Performance tracking & Improvement for Individuals& Agencies.
Zonal Collection Head – West at Dish TV India Ltd. (2007-05 – 2008-07)
Achievements: Successfully introduced & implement external renewal & retention agency model to Indian DTH industry.
- Heading Collections & Revenues for Gujarat, Rajasthan, MP, Chhattisgarh & ROM
- Revenue Enhancement for the Zone
- Introduction of Various Renewal Channels
- Analyze Renewal Trends & Prepares Collection Strategies
- Create Revenue Generation Opportunities for Sales Dealers & Distributors
- Create Dedicated Distribution Channels for Renewals
- Monitoring Collection Call Center for Renewals
- MIS reports & Dunning Process Implementation
- Mapping Business Requirements
- Identifying Improvement Areas
- Achieve Customer Satisfaction Benchmark.
Manager – STPL Collection at Indiabulls Credit Services Ltd. (2006-01 – 2007-05)
- Heading Collections for Gujarat & MP
- Heading In-house team & External Agencies
- Ensure budgeted delinquency
- Maintain charge offs for the portfolio
- Aging Analysis
- Control Collection Cost
- Developing various collection strategies
- Keeping a check on other costs viz. people, infrastructure etc.
- Ensure compliance with legal statutes & initiating strong legal actions
- Formulating MIS reports for effective decision making.
Sr. Officer - Card Recoveries at Standard Chartered Bank (2004-03 – 2006-01)
- Managing Credit Card Write-Off Portfolio
- Supervised team of telecallers, In-house field executives & 4 external agencies
- Appointment of agencies for collections
- Negotiating on vendor payouts
- Ensure cost effective solutions for the bank
- Exercise adequate control over Agency performance
- Carried out periodic performance & process audit
- Liaison with Legal/Law Enforcing Authorities
- Investigation of frauds
- KRA settings for the team & periodic performance evaluation
- Identify training needs.
- Represent SCB in court for legalsuitsfiled.
Sr. Executive – Credit & Collection at Tata Teleservices Ltd. (2003-03 – 2004-02)
Executive - Credit & Collection at Bharti Cellular Ltd. (2002-03 – 2003-03)
Representative - Credit & Collection at Brila AT&T Communication Ltd. (1997-05 – 1999-10)
