Umesh Verma

 
Career Goal

Using my pragmatic approach, interpersonal skills & customer service to make me a better person and a performer in my professional life resulting in my and Organization’s Growth.

Competencies

Ø   Strong in analysis and capable to handle complex problems.

Ø   Experienced in working in diverse work environments like startups and multifunctional setups, having high work demands and timeline pressures.

Ø   Setting Up / Managing Collection Agencies, Large Tele-Calling & Field Teams in all Organizations worked.

Ø   High levels of team building and interpersonal competencies.

Ø   Excellent command over Office Productivity Tools (MS Office).

Ø   Have got decent exposure of various markets like Delhi-NCR, Punjab, Haryana, UP, Chennai, Pune, Mumbai, Kolkata & Bangalore.
From Date
Till Date
Organization
Base Location
Department
Position
Span of Control
Apr-2016
Till Date
Home Credit India Finance Pvt Ltd
Delhi-NCR
CPU
Manager
Delhi-NCR
Hiring, Mentoring and Training a workforce of 300+ on roll employees:

a)       Performance evaluation improvement through various mediums,

b)       Liaising with support functions to improve team performance,

c)       Weekly review of all the AMs / TLs to find the gaps and performance trend,

d)       Setting challenging goals for each team member sot that they can learn new skills while executing their tasks,

e)       Distributing tasks to team members in a way that enables them to use their strengths and thus increases the team’s efficiency,

f)        Provides constructive and clear feedback regularly, including both positive and negative aspects &

g)       Knowing and Motivating team members and making them enthusiastic about what they are doing.

Designing & reengineering the processes to support cost reduction & control:

a)       Decreasing average handling time,

b)       Automation of Activities &

c)       Increasing productivity of Team Members.

By using tried and tested tools.

Being Fare & Entrepreneurial:

a)       Fixing the responsibilities of team & making each AM / TL responsible for their span of control,

b)       Making the team respectful by giving respect to each individual,

c)       Empowering the team members enough to take decision with confidence or speaks up boldly,

d)       Making people more responsible for what they do / don’t leave it to others complete their tasks or correct their mistakes &

e)       Making the people ready for their next level.

Achievements:

Ø  Raising Conversion to all time high i.e. 85.47% (Sep-2016) from 81.30%(Apr-2016).

Ø  Bettering the Pan India Performance by 1 Percent within a short span of time i.e. 6 months.

From Date
Till Date
Organization
Base Location
Department
Position
Span of Control
Dec-2013
Aug-2015
Oneworld Teleservices Pvt Ltd
Delhi-NCR
Credit Control
Assistant General Manager
5 Branches
·            Credit Policy Formation & Revising it as per the need of the Hour.
·            Handling Credit & Collections for 5 Branches i.e Delhi, Chennai, Mumbai, Pune & Kolkata.
·            Reducing Bad Debts.
·            Enforcing Measures to eliminate avoidable exposures.
·            Personal attention on High Value / Legal Cases.
·            Keeping close eye on Bucket movement of cases.
·            Working closely with the Billing Department to implement processes and policies that contribute to accurate invoicing.
·            Ensuring enough cash flow to run the overall show whether it is for Network Operator, Salaries, Vendor Payments & etc.
·            Handling Tele-Sales team.
·            Arranging manpower & planning to cover the advertisements that are published in Newspaper & Magazines.
Achievements:

Ø  Keeping the Bad Debt under 6% despite of being a Startup.

Ø  Making the Credit Policy so stringent that mischievous elements were getting hardly any room to get wrong things in place.

From Date
Till Date
Organization
Base Location
Department
Position
Span of Control
Dec-09
Dec-13
Matrix Cellular International Services Pvt Ltd
Delhi-NCR
Credit Control
Manager – Senior Manager
North India, Chennai & Legal recovery
·            Handling Collections for North Zone & Chennai.
·            Handling Back-End set up for North Zone & Chennai for Various processes like Billed Tele-calling set up based out in Allahabad, Usage Monitoring, Charging & Bill Printing.
·            Making Allocation, Setting Targets, Fixing DRR % thereafter forwarding it to across the Locations.
·            Reviewing the Top /  Disputed  / High Value cases on daily basis.
·            Visiting / Arranging visits by Local Representatives at the Accounts which are having disputes or need reconciliation.
·            Seeking help of different departments like Sales, Billing, Customer Care, Marketing, Accounts & Admin for resolving issues.
·            Personally handling the Top Corporate Accounts like Dr Reddy, B A Continuum, Bain India, Nokia, Ranbaxy, Rockwell Automation, Novartis & Unitedlex BPO.
·            Daily Monitoring of the Updation & ensuring every single penny is getting updated & adjusted correctly.
·            Liaising with the Banks providing us Merchant Services for smooth Charging / Auth & Updation of money.
·            Coordination with Local ARs & Lawyers in regard to Legal Matters filed by Matrix.
·            Organizing Lok Adalat at Various Places on different Occasions for liquidation of Old & Stuck money.
Achievements:

Ø  Raising the Legal Recovery from 5 Lacs to 28 Lacs Per Month.

Ø  Making a proper cycle for payment realization starting from bill delivery, issue resolution(if any) & payment realization.

From Date
Till Date
Organization
Base Location
Department
Position
Span of Control
Feb-2008
Dec-2009
HDFC Bank Ltd
Delhi-NCR
Retail Asset Collections
Deputy Manager
Delhi-NCR
·            Taking care of
o    In-House Tele-Calling Unit,
o    Collection Agencies for Recoveries of TW / BL / PL,
o    Skip tracing agency for Tracing the skipped customers of Write Off Cases &
o    Insurance Agency for getting through with the Theft, Stolen & Accidental Insurance Claims.
·            Monthly allocation and Target Distribution.
·            Taking Leads from the Tele-Calling Unit & forwarding the same to Concerned Collection Managers as per the Area.
·            Coordinating at various ends (like customer, collection manager & agency) for payment collections.
·            Marking the various kind of cases as per their Heads in the System like Not to call, Skip Marking, Fraud Marking & Repo Marking.
·            Dispatching the Target Letters & getting the Bills from the Agency maximum by 5th & 8th respectively.
·            Appointing New Vendors. getting their Agreement, RIC verification, NCM Approval, Signoff from National Head & getting the same updated in Master Tracker.
·            Ensuring Optimum Utilization of resources at Company’s end thereby implementing Cost Cutting.
 

From Date
Till Date
Organization
Base Location
Department
Position
Span of Control
Jan-2007
Feb-2008
ICICI Bank Ltd
Haryana
RAPG – Collections
Assistant Manager
Entire Haryana
·            Managing Collection Agencies for Collection of Delinquent Cases & FI Agency for AV / CV.
·            Preparing Collection plans in order to achieve the Targets assigned.
·            Initiating Legal Cases against the Defaulters under various sections as per the law applicable.
·            Taking care of various things like Record Keeping, Vendor Payments, Audit Reports, Receipt Books Issuance & reconciliation, Possession & disposal of assets, Awareness Calling & I-Card Issuance.
·            Conducting Agency Review on Weekly Basis to find out their performance.
·            Appointing New Vendors for Collection & Repossession.
·            Fixing Geo Limits for sourcing, keeping a close watch on Sourcing & ensuring no finance of vehicles either Out of Geo Limits or in Touch not area.
·            Defining Negative Areas on the basis of existing cases in that area, Dominated by one Community & where Repossession of asset is difficult.
·            Gathering market info on defaulters using personal contacts.
·            Reducing the Delinquency by liquidating the disputed cases, generating more & more OD & BC, resolving the customer queries & complaints.
·            Ensuring back-end support to Agencies for various things (like SOAs, Settlement Letters & Adjustments / Waivers etc).
From Date
Till Date
Organization
Base Location
Department
Position
Span of Control
Oct-2002
Jan-2007
Reliance Communication
Delhi-NCR
CWG – Revenue Assurance
Corporate Revenue Assurance Executive
Delhi-NCR
·            Managing 3000+ SME Accounts CSAs & Collection Agencies for Sales & Collections.
·            Delivering the delinquency Targets to the Collection Agencies & CSAs.
·            Reducing the Overdue Amount by Cleaning the disputed accounts.
·            Providing Daily Feedback of Tele-calling & Field Visits done at Agency end to Revenue Assurance Head (Delhi).
·            Responsible to handle day-to-day operations related to Revenue Assurance, Billing, Fraud Management & Credit Control pertaining to Revenue Assurance.
·            Monthly Agency Review to find out their working & performance.
·            Working as a channel between Reliance & Corporate Clients for better business.
·            Fulfillment of Corporate requests like Service activation / deactivation & Tariff Change etc.
·            Going for Escalated Cases to sort out the issue at Customer End.
·            Retaining the Corporate Customers & reducing the Churn.

Educational Qualification
MBA                                                                                       CMJ Univerity

Graduation                                                                            Delhi University (Zakir Husain College)

Trainings Attended

Training on U/s 138(2 Days-HDFC).

Training on Retail Asset Knowledge Series (4 Days-HDFC).

Training on Retail Asset Collections (2 Days-HDFC).

Training on Legal aspects in Collection(2 Days-ICICI).
Presentation Skills(1 Day-Home Credit)

Six Sigma Awareness(1 Day-Home Credit)

 
Personal Details
Date of Birth                                                                         06/ January/ 1982.

Marital Status                                                                      Married.
Date                        :

Place                      : Delhi.