Ricky Jain

Strategic and results-oriented banking professional with 20+ years of progressive experience across retail collections, portfolio management, recovery strategy, vendor governance, operations, MIS, compliance, escalation management and people leadership. Currently serving as Assistant Vice President at HDFC Bank, with accountability for a ₹110 crore retail collection portfolio, leadership of 8 Collection Managers and governance of 14 collection vendors. Recognised for translating portfolio objectives into disciplined collection strategies, structured allocation plans, productivity frameworks and robust operational execution.

Assistant Vice President – Retail Portfolio Management & Collections - HDFC BANK LTD.

(2009-01)

Own and oversee a ₹110 crore retail collection portfolio, driving portfolio performance, recovery execution, operating discipline and sustained focus on collection outcomes. Provide strategic leadership to 8 Collection Managers, establishing clear performance expectations, review mechanisms, accountability and execution priorities. Govern a network of 14 collection vendors, with emphasis on performance oversight, execution quality, operational governance, coordination and adherence to defined standards.

Formulate and execute collection strategies aligned to portfolio characteristics, allocation requirements, manpower deployment and recovery objectives. Leverage MIS, productivity reviews and portfolio analytics to identify performance gaps, sharpen execution priorities and initiate timely corrective actions. Drive allocation planning and operational deployment to optimise collection coverage, resource utilisation and execution effectiveness.

Oversee multi-location collection operations, reinforcing process consistency, operational controls and execution standards across teams.

• Lead structured performance reviews for Collection Managers and teams, with a strong focus on productivity, execution quality, accountability and portfolio outcomes.
• Coach and mentor collection leaders and team members, strengthening capability, ownership, operational maturity and execution effectiveness.
• Monitor external agency performance and drive structured vendor engagement to maintain execution standards and operational effectiveness.
• Lead customer escalations and cross-functional coordination, ensuring issues are addressed with appropriate urgency, ownership and resolution discipline.
• Drive rigorous MIS reviews and convert operational insights into performance interventions, trend analysis and informed management decisions.
• Review dialer strategy and operational efficiency with the objective of strengthening contactability and productive collection activity.
• Champion compliance, process governance and operational controls across internal teams and external vendor operations.
• Partner with cross-functional stakeholders to resolve operational challenges and ensure seamless portfolio execution.
• Contribute to hiring, training, mentoring and capability-building initiatives to strengthen collection talent and leadership depth.
• Strengthen process governance and operating discipline through structured reviews, monitoring, root-cause identification and corrective action.

Senior Manager (Bucket Manager) | Manager – Retail Collections | Telecalling Supervisor - HDFC BANK LTD.

(2009-01)

• Built progressive experience across collection supervision, telecalling, bucket management and retail collection operations.
• Handled responsibilities associated with delinquency management, collection execution, team supervision and portfolio follow-up.
• Worked across operational levels before progressing into senior collection management and the current AVP role.
• Developed practical expertise in collection processes, team productivity, customer interactions, MIS, operational coordination and escalation handling.

Team Leader - GE CAPITAL BUSINESS PROCESS MANAGEMENT SERVICES LTD.

(2005-01 - 2009-12)

• Worked as Team Leader handling delinquent portfolios and collection-related operations.
• Managed agency coordination and supported collection execution through external partners.
• Monitored collector performance and supported productivity improvement.
• Conducted compliance reviews and maintained focus on process adherence.
• Coordinated day-to-day operations and supported resolution of operational issues.
• Provided training and coaching to team members to improve collection capability and quality.
• Supported quality improvement initiatives and strengthened operating discipline.

Business Development Officer - MAGUS CUSTOMER DIALOGUE LTD.

(2003-01 - 2004-12)

• Handled customer acquisition and business development activities.
• Supported sales campaigns and customer-facing initiatives.
• Managed customer interactions and service-related requirements.
• Prepared and maintained reporting related to business and customer activity.
• Developed early professional experience in customer engagement, communication and business operations.

Bachelor of Arts (B.A.) - Maharishi University (2001-12)

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