Kanchan Parmar

Dynamic and results-driven Deputy General Manager with over 15 years of rich, progressive experience in the Debt Collections and Quality Assurance landscape across Banking, NBFC, and FinTech sectors. Managed complex portfolios for blue-chip clients like IndusInd Bank, Branch, Paytm, Credit Saison, Snapmint, Indiabulls, and Dhani. Proficient in leveraging digital collection technologies (Voice-bots, SMS, WhatsApp, OBD, IVR) to automate communication strategies and optimize recovery outcomes.

An RBI-certified Debt Recovery Agent (DRA) with a proven track record in NPA reduction, regulatory compliance, strategic vendor management, and high-performance team leadership.

Deputy General Manager (DGM) - COLLECT AI

(2025-05)

• Strategizing end-to-end collection processes for multi-product portfolios spanning IndusInd Bank, Payme, Credit Saison, Snapmint, and Indiabulls for both pre-due and post-due stages.
• Applying strong bucketing principles for effective customer segmentation based on risk profiles, enabling precision targeting.
• Developing and optimizing communication templates across channels - SMS, OBD, IVR, WhatsApp, Dialer, Chat bot, voice bot to maximize reach and response rates.
• Analysing allocation data and performance metrics to design and implement Points of Action (POA) aligned with monthly recovery targets.
• Leading weekly performance reviews with clients, presenting RNR (Reach & Response) trend analysis.
• Coordinating with cross-functional teams and data analytics team to translate insights into measurable improvements in collection performance.

Assistant General Manager (AGM) - CREDIT MATE (FINCOLLECT SERVICE LTD) – PAYTM

(2020-02 - 2025-03)

• Managed multiple lending products including Paytm Postpaid and Personal Loans through call center and in-house calling teams.
• Ensured employee and agency quality during recruitment and designed productivity frameworks to maximize collection effectiveness.
• Monitored performance across parameters (Arrear Resolution, Bucket-wise, DRR) and assigned quality/collection targets aligned with client KPIs.
• Coordinated with HoD and Zonal Managers for cross-geography operations; conducted monthly agency reviews and implemented PIPs.
• Provided initial training on new project roll-outs and built structured onboarding programs for agents and team leads.
• Led weekly POA-driven performance reviews with clients and implemented clear invoicing deadlines to minimize delinquencies.

Team Leader – Quality - TELEPERFORMANCE

(2018-11 - 2020-01)

• Managed all end-to-end quality activities for ADIB UAE (Abu Dhabi Islamic Bank) across all segments customer service and collections.
• Led a team of 5 Quality Analysts with a span of 125 advisors across Customer Service and Collections sub-processes.
• Set monthly quality KPIs (AHT, CSAT, NPS, Cross-selling) and handled real-time escalations and weekly briefings.
• Designed new QA evaluation forms; published weekly agent/TL-wise quality reports and coordinated with clients on improvement actions.
• Conducted Attribute Agreement Analysis (AAA) to measure team calibration scores and minimize evaluation variance.

Quality Analyst – Quality - TELEPERFORMANCE

(2016-06 - 2018-11)

• Monitored collection and customer service calls; provided structured feedback to advisors to improve individual and team quality scores.
• Conducted call calibration sessions twice monthly ensuring alignment with client quality standards.
• Published daily and weekly quality dashboards for collections and customer service sub-processes.
• Maintained a complaint tracker to ensure detailed synopsis and timely resolution within agreed SLA timelines.
• Prepared Pareto Analysis and 4-Quadrant Analysis to identify bottom performers and recommend targeted improvement actions.

Senior Associate – Collections & Customer Service - INTELENET GLOBAL SERVICES

(2011-12 - 2016-05)

• Handled collections of credit card dues for Abu Dhabi Islamic Bank (UAE process) and served as senior customer service advisor for Barclays Credit Card.
• Managed Personal Loan collection cum customer service resolving customer queries by providing timely solutions.
• Handled UAE Mortgage Loan collection: maintained disposition reports, prepared extracts, and made month-end projections.
• Worked across multiple UAE banking processes demonstrating adaptability in an international BPO environment.

Senior Executive – Collections (Citibank Process) - TATA CONSULTANCY SERVICES (TCS)

(2008-06 - 2011-05)

• Worked as a Telecaller Executive handling Citibank credit card dues collection consistently achieving monthly recovery targets.
• Interacted with various internal teams for resolution of issues between customers and the Bank.
• Maintained detailed records of all customer interactions and transactions in CRM tools.
• Ensured appropriate corrective changes were made after each customer interaction to prevent recurrence.

B.Com - Mumbai University (2008)