SACHIN VAISH

Senior Level Assignments

Operations/ Customer Service/ Risk, Credit & Collections Management

Industry Preference: Telecom/ Banking/ Insurance/ Retail/Others

Location Preference: India/ Canada/ UK/ Hong Kong

[email protected]                                              +91 771 583 3111; +91 904 109 9111

Profile Summary
Ø  Performance-driven professional with over 2 decades of rich & extensive experience in impacting organisation operations through effective strategic & tactical management decisions, Customer Service, Risk, Credit & Collections Management, Onboarding & Partner Management, Regulatory Compliance and People Management

Ø  Led cross-functional teams using interactive and motivational leadership that spurs people to deliver excellent results

Ø  Excels in designing policy, process & platform requirements for all the functions managed in telecom & retail

Ø  Strong business operations acumen with skills in identifying underlying risks, deficiencies, and opportunities at forefront; with proficiency in implementing & managing HR-IR, IT & ISO, Corporate Services, Loss Prevention, Info Sec, WFM, Onboarding, Quality, Training & Audit Process for all the Regional Digital Acquisition Centres

Ø  Strategized the long-term & short-term business directions to ensure maximum profitability in line with organisational objectives

Ø  Exposure in defining Process, Policy & System Design for mRupee & Jio Money customer and merchants onboarding

Ø  A strategist & implementer with recognized proficiency in spearheading business to accomplish business plans and goals successfully with effective crisis management skills

Education
Ø  1998: Master of Business Administration (Marketing and Finance) from University Institute of Management, Rani Durgawati Vishwavidyalaya, Jabalpur Madhya Pradesh, India

Ø  1992: Bachelor of Science (Zoology, Botany, Chemistry) from Lucknow University, Uttar Pradesh, India

Ø  2019: Canadian Equivalency Summary (WES); Bachelor’s degree (three years) and bachelor’s degree (four years)
Skill Set
Strategic Planning
Customer Service Operations
Risk, Credit & Collections Management

Product Promotions & Launches
Conflict Management
Turnaround Management

Stakeholder Management

Cross-functional Coordination
Strategic Alliances & Partnerships

Budgeting & Cost Control
New Setups & Establishments

Workforce Leadership (Hiring, Training & Performance Evaluations)

Soft Skills

Change Agent

Problem Solver

Collaborator

Communicator

Solution Provider

Planner

Career Timeline (2004 to till date)

2009 to 2015:

Tata Teleservices Limited, New Delhi & Mohali
2004 to 2009:

Bharti Airtel Limited, New Delhi & Gurugram
2015 to 2019:

Reliance Jio Infocomm Limited, Mumbai
Notable Accomplishments Across the Career

Ø  Acknowledged for:

o   Two biggest successful launch of GSM Mobile Brands in India, spearheading Customer Acquisition Vertical with 99% in time activations of new customers

o   Pan India Launch of 3G Services, MNP Services, New Activation Process for Tata Docomo in completely automated environment. Appreciated by Executive President, Competition Telecom Operator’s Business Heads and CEO for most user friendly services, up and running from day one of launch.

Ø  Directed set up of Infra for digital acquisition process contained – 5k Agent seats at 6 Regional centers

Ø  Pivotally defined:

o   Policy, Process & System Design for Tata Docomo & Reliance Jio APM/ Onboarding & Partner Management

o   Risk, Credit and Fraud Management Policies for Airtel Delhi, later implemented across all Bharti Circles. Revamped Retention Policy to remove loop holes

Ø  Attained Awards for Risk & Credit, Prepaid Customer Sanitization, and Best Collection and Bad Debt Performance at Airtel Delhi

Ø  Highest daily Collection for Nagpur Cluster across MH & Goa Circle in Reliance Communications

Ø  Impactful Turnaround of Airtel Gujarat Circle in terms of Collection, Bad Debt and C-SAT through effective Agency Management. From ~50% bad debt to negative debt in the span of 6 months

Ø  Lowest bad debts in MP, across all newly launched Bharti Circles in Western Hub

Ø  Played a key role in turnaround of two cluster locations in BPL Cellular Limited in terms of collection and bad debt providing resolution

Ø  Highest Revenue earning Zone for PCO Stream – Jaunpur, with highest number of Cellular & Tellular PCOs

Ø  Successfully completed first six sigma green Belt projects in Bharti Airtel, reviewed and certified by the CEO & Country Head Mr. Manoj Kohli

Work Experience

Jul’15 to Jul’19 with Reliance Jio Infocomm Limited

Lastly designated as Lead – Channel & Customer Acquisition

Growth Path:

Jul’15 to Apr’17: Partner Management – Customer Onboarding

Apr’17 to Jan’18: National Lead – Enterprise Retention

Feb’18 to Jul’19: Lead – Channel & Customer Acquisition

Dec’18 to Jul’19: Care – Jio Commerce (Additional Responsibility)

Role:

Ø  Instituted & executed high-level operational strategies, made high-stakes decisions and overcame complex business challenges using experience-backed judgment, strong work ethics and irreproachable integrity

Ø  Created & sustained a dynamic environment that fosters the development opportunities and motivates the high performance amongst team members

Ø  Collaborated with stakeholders, & clients while keeping them informed of progress and issues in order to manage expectations on all requirements and deliverables

Ø  Formulated business in new and growth areas and motivating people to perform beyond their normal past established skills/ levels

Ø  Explored business potential, opportunities as well as clientele to secure profitable business volumes

Ø  Engaged in defining policy, process and system design in mentioned role

Ø  Ensured effective implementation and adherence of HR-IR, Info Sec, Training & Quality, Recruitment, SLP, Corporate Services process in the Regional centers

Ø  Monitored (Near Real Time) regional centers for deliveries as per defined TAT & SLA

Ø  Directed Onboarding, Regional Verification, Quality, Training & Work force Management team

Ø  Monitored regulatory compliance

Ø  Contributed towards defining:

o   Policy & process for Customer Retention

o   Platform for Jio Assisted e Commerce

o   Policy & Design Principal for Jio eCommerce Customer & Merchant Care

Highlights:

Ø  Played a key role in setting up of large Infra starting from place identification to ready seats for 5k manpower per shift

Ø  Track record of ramping up the partner locations and mange 1.7 Millions transaction per day through O/s manpower

Apr’09 to Apr’15 with Tata Teleservices Limited

Last designated as Head Customer Service (Upper North – Punjab| Haryana| HP), Mohali

Growth Path:

Apr’09 to Jun’13: Head Acquisition Process Management based at Noida Mobility HQ

Jul’13 to Apr’15: Head Customer Service (Upper North – Punjab| Haryana| HP), Mohali

Role:

Ø  Track record of successful launch of Tata Docomo, 3G, MNP, New Activation process

Ø  Monitored:

o   Regulatory compliance

o   System, process, policy design & development

Ø  Engaged in:

o   Partner Management

o   Warehousing Management

o   Flawless New Product Launch

o   Additional Responsibility of Ethics Head for Upper North States

Previous Work Experience

Feb’04 to Mar’09 with Bharti Airtel Limited, New Delhi & Gurugram

Last as Head Service Marketing (Sr. Manager)

Growth Path:

Feb’04 to Mar’05: Head Corporate Collections, Retention & Recovery based at Delhi

Apr’05 to Sep’07: Head Risk and Credit and Customer Operations (Manager to Senior Manager), Delhi

Oct’07 to Sep’08: Head Customer Operations and Class (Senior Manager) based at Gurgaon

Oct’08 to Mar’09: Head Service Marketing (Sr. Manager) based at Gurgaon

Jan’04 to Feb’04 with Reliance Infocomm Limited, Nagpur

Lead Billing & Collection

Apr’02 to Dec’03 with Bharti Airtel Limited, Indore & Ahmedabad

Lastly as Assistant Manager – Risk, Credit, Collection

Growth Path:

Apr’02 to Apr’03: Senior Executive Risk, Credit and Collections, Indore

Apr’03 to Dec’03: Assistant Manager–Risk, Credit, Collection, Ahmedabad

Sep’01 to Apr’02 with Bharti Telenet Limited, Indore

Senior Executive Credit Control and Recovery

Aug’99 to Aug’01 with BPL Cellular Ltd., Kolhapur/Aurangabad

Credit/ Risk Management Executive

May’99 to Jul’99 with Shakti Vital Links Private Limited, Pune

Sales Executive

Nov’98 to Mar’99 with Koshika Telecom Limited, Varanasi

Sales Officer Rural PCO

Key Projects Managed

Ø  Location /Circle and Pan India launch of Telecom Services

Ø  3G and MNP Launch

Ø  Pan India Launch – New Mobile Connection Activation Process (Honorable Supreme Court’s Directive)

Ø  Prepaid Customer Base Verification (DOT Directive)

Ø  Turnaround Collection and Bad Debt

Ø  Risk Mitigation and Revenue Enhancement

Ø  Insights and Preventive Actions on Telecom Frauds

Ø  CSAT for Airtel Delhi/ Tata Docomo Upper North

Ø  Setting up Managed Services (Outsourcing)

Ø  Partner Location to in House Warehousing

Ø  Barring Reduction
Workshops & Trainings Attended

Ø  Tata Group Executive Leadership Corse (TGeLS), Management & Leadership Course Conducted by Ross Business School, Michigan

Ø  Attended workshop on teamwork development and understanding of Transactional analysis

Ø  Undertook training on building Joyful Relationship with the Customer. It was conducted by Eternale Learning Group, Pune

Ø  Creativity and Learning workshop in Touchtel MP

Ø  Training of Team Building in Airtel MP

Ø  Training on Appraisal Skills

Ø  Training on Outsourcing – Vendor Management

Ø  Accelerating Performance through People

Ø  Training on Emotional Intelligence – by Faculty from XLRI, Jamshedpur

Ø  The 7 Habits of Highly Effective People – by Franklin Covey Group, South East Asia

Ø  WIN – WIN Partnership – Training on partner management
Personal Details

IELTS: Overall Band Score 6.5 | (Common European Framework of Reference for Languages) Level – B2