Manish Mathur
- 1. Manish Mathur E- Mail: [email protected] ~ Contact 7666704031 In quest of career enriching opportunities in the field of: ~ Risk Management ~ Customer Experience ~ Customer service delivery ~Revenue enhancement PROFESSIONAL OVERVIEW An astute& result oriented professional with 14 years of experience in customer service, billing, collections & process management in telecom & banking industry. Possess theease to coordinate operations, assess customer needs and achieve KPI’s within the set time to enhance profitability. Out-of-the-BoxThinker with proven track record of managing processes/SOPs and streamlining workflow & creating team work environment to enhance productivity. Skilled in ensuring that the process surpasses achievement of delivery & service quality norms for internal & external customers. Effective communicator & team leader with strong analytical, problem solving & organizational abilities. PROFICIENCY FORTE Domain Indepth knowledge of Telecom and Banking operations. Implementing strategies and working towards achieving the set KPI’s. Working on Customer behavior, call pattern, customer complaints, system performance reports and conducting analysis to enhance Customer experience score (CEX) and ensure revenue generation. Ensuring uniformity in the process understanding at the Business partner and the organization’s end. Functioning as a part of the team involved in transitions & process migration. Actively participating in execution of quality improvements projects for continual improvements. Liaising with the business unit and the senior management team regarding operational risks involved. Team Leadership Exploring potential areas for grooming members through regular assessments and mentoring. Conducting performance appraisals to ensure effective motivation of the team members. Identifying training needs, designing training modules and executing the same. Determining training needs and coordinating programmes to enhance efficiency in overall operations towards the accomplishment of corporate objectives. Process Enhancement Initiatives Identifying scope for enhancing operations; while cutting in the operational costs. Ensuring adherence to the defined quality parameters and ensuring compliance to the defined process no rms. Working towards attaining excellent service deliverables in the market. Defining & implementing process hygiene factors in the process. Areas of Expertise Operations Management---- CSD( Customer Service Delivery) Customer Relationship Management: Enhancing customer satisfaction matrices & monitoring customer complaints. Building and maintaining healthy business relations, ensuring maximum customer satisfaction. Team Management: Recruiting, training & monitoring the performance of team members to ensure efficiency in sales, operations and meeting of individual & group targets. − Collections o Managing and monitoring delinquent account collection and establishing terms of payment as well as handling vendor management. o Preparing MIS reports to provide feedback to top management on business operations, viz., billing, collection, credit control, profitability, etc. − Risk o Allocating cases, capacity planning, ensuring field visits, curtailing flow rates & normalization of delinquent accounts. o Monitoring & analyzing the behaviour pattern of defaulter and putting necessary recommendation to the credit team to tighten the norms and restricting the entry of intentional & habitual defaulter in the system to make the system a full proof system.
- 2. Since Sept’14 to date …Self employed . Organizational Experience June’12 till Sept’14 with Reliance Communication Ltd ,Mumbai ,Head Service & Collections, Corporate Wireless Group Accountabilities Based out of Mumbai -- Responsible for Service & Collections for a Mobile customer base of 3.2 Lac , with billing of Rs 130 Million per month . Reporting to DGM –CSD – Head of Operations . Implementing policy and procedures for customer life cycle . Vendor Management- Performance Monitoring of Business Partner (Backend Operations) . Ensuring compliance as per the agreement clauses & Implementation of governance guidelines. Invoice validation and timely payments to the Business Partner. Conducting Monthly/Quarterly Performance reviews with Business partners. Process Compliance- Ensure process compliance of all process related to Backoffice operations Identify process gaps and suggest modifications, take deviation approvals to comply with ISO standards. Meet quality KPI’s as per set Targets. Handling customer related issues,including complaints, enquiries and service incidents by telephone, email. Producing and delivering incident reports to our customer base in a timely manner. Training the customer service officers to deliver a high standard of customer service. Improving the overall customer service quality results by evaluating and monitoring the service level of all the customer service officers and operating processes.Analysing the statistics used to determine the level of customer service Dec’04 to June’12 with Bharti Airtel Ltd. (Broadband and Telephone Services). My progression at Bharti Airtel Ltd .. From To Designation Responsibility Location Dec-04 Jul-06 Asst Manager CorporateCollections -- MumbaiZone Mumbai Jul-06 Aug-09 Manager CorporateCollections -- Mumbai, Pune , Ahemdabad Mumbai Aug-09 Apr-11 Manager CorporateCollections -- West Hub (Comprising of 4 states-Maharashtra, Gujrat,Madhya Pradesh,Chhatisgarh) Mumbai Apr-11 June -12 Sr.Manager Head CSD--Indore Zone Indore Accountabilities: Head CSD –Indore Zone Responsible for Service , Churn and Collections for Landline and Mobile subscribers across Indore Zone comprising of seven locations of Indore , Dewas , Ujjain , Ratlam , Mandsaur , Pithampur , Dhar . Ensuring proper functioning of the ARC ( Airtel Relationship Centers ) across the zone . Reducing the customer complaints thus reducing the calls per subscriber . Responsible for the undertaking of Root Cause Analyse on major incidents. Training the customer service officers to deliver a high standard of customer service. Launching various churn management tools and ensuring maximum collection before the due date and barring, to control churn percentage. Accountable for fortnightly reviewing churn management executive and agency. Head Corporate Collections – West Hub
- 3. Responsible for collections worth Rs 330 million per month. Handling 12 direct reportees. Reporting to Senior Manager - Head Of Collection – West Hub. Configuring event in FMS to curb the possible fraud and to mitigate the revenue loss. Responsible for implementing; o Value based and time based dunning policy. o Credit verification policy. o Customer enrollment policy. o Collection policy. Identifying the various reason of churn and deploying retention tools. Ensuring bad debts are not beyond prescribe limits. Supervising the overall corporate collections for West Hub. Assuring effective churn management to achieve the monthly target. Significant Highlights: Significantly managed rollout of operations of Customer Enrollment, Credit Control, Collections, Fraud & Risk Management Operations catering over 1 lakh customer base at Bharti Airtel Limited (Broadband & Telephone Services) West. Successfully implemented Credit Control, Fraud and Risk Control policy at Bharti Airtel landline operations in West. Instrumental in successful formulation and implementation of customer enrollment, credit control and collection policies and processes at the start of operations of Bharti Airtel Ltd. (Broadband and Telephone Services), Karnataka. Achieved 102% of AOP targets on over all collections over last 5 years. Have been part of the team instrumental in launch of the payment option “LAPU” for land line business. Enhanced the customer satisfaction and organization profitability by converting more then 80% of the Corporates on ebill or bills on CD. Aug’03 – Dec’04 with ICICI Bank Ltd., Bangalore as SeniorOfficer(Collections) (ICICI Bank is India's second-largest bank with total assets of about Rs. 208, 812 crore and a network of about 550 branches and offices. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers). Accountabilities: Monitoring collection and recovery process for secured loans, un secured loan products and housing loan & close monitoring of AVCV agencies. Handling products like: Housing Loans, Commercial Vehicles, Construction Equipment, Automobiles, Two Wheeler & Personal Loan. Reviewing the periodic performance of credit verification agencies. Implementing new rules & new processes to have better control & quality of output from the agencies. Conducting trainings for the AVCV agencies. Revising of Black Listed areas and ensuring completion of AV/CV as per SLA. Involved in periodic performance review of soft and hard collection agencies. Setting monthly and quarterly targets of the collection agencies and in house collection team for telecalling on Awareness calling, Soft collections, PDC Exhaust cases. Ensuring overachievement of collection target set by the management. Supervising bad debts control and writing off as per the Annual Operating Plan. Launching various collection schemes to increase the collection efficiency. Ensuring all legal formalities are fulfilled in case of repossession of goods. Significant Highlights: Pivotal in setting up credit control and collection process at rural locations of Hosur and Tumkur with over 20,000 customer base for various types of loans at ICICI Bank Ltd., Bangalore Significantly brought down the delinquency percentage of Bangalore Rural from 15 % to less then 0.5 percent and maintained it. Identified the black listed areas of the rural locations and restricting the sales thus controlling the exposure. Nov’00 – Aug’03 with Bharti Televentures Ltd., Karnataka as Executive Accountabilities: Overseeing all aspects of customer enrollment, credit, collections & fraud. Validating subscriber bookings and credential verification. Working on Subscriber Data Management and service provisioning. Generating MIS and reporting new bookings, cancellations, connectivity and others. Ensuring billing of all revenues arising out of VAS, eliminating revenue leakage. Provisioning facility on DN, Audits on - Facility, VAS and Pulse Matrix.
- 4. Developing new processes and billing implementation of various marketing schemes with support of system department whenever new schemes are getting launched. Coordinating with HO_IT for implementation of system checks regarding various billing charges like installation, rentals, various sales scheme benefits, etc. Processing refunds and disconnections and resolution of subscriber complaints related to billing. Activating value added services and features on request of subscriber. Establishing & maintaining customer friendly collection network. Conducting training for FO’s. Assuring recoveries from defaulters and minimizing bad debts. Preparing monthly MIS and monitoring of bill dispatch agencies. Supervising Ageing Analysis and monitoring receivables. Managing Recovery Agencies and Collection Executives. Previous Assignments Jun’95 - Sep’98 with Grasim Industries Ltd., Nagda (MP) as Engineer - Power Plant Jun’94 – May’95 with Gajra Bevel Gears Ltd., Dewas (M.P) as Mechanical Maintenance Engineer Academia Master of Financial Administration (Finance) from Institute of Management Studies, Devi Ahilya University, Indore in 2000. B.A. from Vikram University, Ujjain in 1998. Diploma in Mechanical from Board of Technical Education, Bhopal in 1994. Technical Skills Billing Systems : TIMS, Arbor FMS : Ranger Personal Details Date of Birth : 24th February 1973 Address : F201 Orchid Thakur Village, Kandivalli East, Mumbai - 400101 Languages Known : English, Hindi & Marathi