Management Manager

Head – Credit Risk Operations

**+ years of experience in delivering optimal results and business value in high growth environments

Decisive and results-driven professional with demonstrated capabilities in credit risk operations and management. Exceptional understanding of financial analysis with sound knowledge of operations, maintenance, vendor selection and delivery. Judiciously build & maintain excellent rapport with top management while effectively liaising with other internal & external stakeholders. Ensure bottleneck-free execution & operations. Proven track record of enhancing operational performance and minimizing overall operational losses thereby achieving client and employee satisfaction. Thorough understanding of debt management functions.

Deft in mobilizing and managing manpower resources while providing structured inputs in planning, designing and scheduling. Judiciously understand the consultancy model and its phases. Strong ability to solve complex business, operational and technology problems. Effectively provide strategic direction for new business initiatives. Skilled in building productive relationships with clients and staff. Quick learner & committed team player with excellent critical thinking & negotiation ability. Multi-lingual with exceptional communication skills - work well with multi-regional / cultural work force. Driven by challenges and enjoy working under pressure.

CORE COMPETENCIES

Market & Competitive Intelligence Performance Management Strategic Planning

Risk Mitigation Credit Risk Analysis Operational Management

People Management Vendor Management Debt Management

ACCOMPLISHMENTS ACROSS CAREER SPAN

Distinction of having managed credit life cycle with loss rates of less than 2% (across products) in Egypt Consumer portfolio at the time when the country went through two revolutions and political unrest from 2010 to 2014

Honored with Employee of the year by CCO and was nominated as the best led and managed unit consecutively from 2009 to 2012

Awarded with the Best Voice of Employee (Upward Appraisal) in the country among my peers in the region during assignment with Citi Bank from 2009 to 2014

Responsible for consolidating multiple functions. Developed and built into independent functional units. Successfully set-up collections strategy & control teams for Citibank Egypt

Accomplished the goal of making them independent units by fostering local talent with lowest attrition rates

Successfully built from previous credit cycles to proactively identify and mitigate credit risk that assisted in accomplishing a steady state NCL rates through the economic crisis. Significantly reduced fraud losses every year. (NCL rates were always less than 2%)

Played a pivotal role in creating a sales vertical within the collections vertical and assisted the collections to become revenue center and contributed to the bottom line of consumer business reaching up to 20% of total revenue of consumer business

Adopted new age methodology by utilizing manual mode of tele-calling to calling via auto dialer in Egypt collections. (Headcount save of 40 FT; sand increase in productivity levels by 30%)

Managed control units that include self-assessment of all processes and control across collections that help identify early triggers

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Successfully implemented risk mitigation tools for collections. Included design and approval for programs, created independent teams to manage the process thus resulting in lower delinquencies and reduction in collections expenses

Responsible for managing consumer operations to ensure every unit in consumer operations is included in credit initiation, phone banking, fraud management and banking operations and is managed at 100% efficiency

Utilized various tools to minimize operational risk to safeguard the franchise (Zero Frauds and minimal transactional errors)

KEY COMPETENCIES ACROSS CORE FUNCTIONS

Debt Management /Risk Analysis

Managed and ensured losses are minimized for all products in India and Egypt in the most cost effective manner

Responsible for researching and evaluating loan applications, financials, status, references, credit and ability to repay the loan

Seamlessly analyzed AS/IS processes, recommended process improvements and developed process flows accordingly

Meticulously tracked overall performance and results of various strategies

Successfully designed, implemented and executed control and audit processes to prevent control issues among various geographies

Gained good understanding of risk management and business strategies. Analyzed project life cycle and implemented changes accordingly

Strategy Initiation

Responsible for setting up a tele-calling platform in ICICI Bank / ABN AMRO Bank

Managed call centers for CFI (North & East Regions) and handled portfolio migration

Actively involved in handling several initiatives such as mystery shopping / sampling that resulted in eliminating potential losses

Successfully initiated several mitigation tools such as Rewrites / Re-age to cure delinquent portfolios

Vendor Management

Collaboratively worked with the team in managing several activities for associates that resulted in ensuring controls and compliance with corporate policies

Effectively imparted training to the team on quarterly basis for several vendors on both policies and processes

Facilitated smooth functioning of auditing, closing of issues raised by the internal citi group auditors

Ensured to maintain integrity at all levels including code of conduct, growth and profitability

People Management

Spearheaded a team comprising of 850 employees including Field Mangers and Phone Platform Executives

Strategized and implemented capacity plans, assigned targets for associates and in-house units

Successfully imparted training sessions to the team on product management functions

Designed and developed incentive programs for both in-house officers and associates

Effectively imparted training to internal employees on code of conduct, policies and procedures

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Internal Audit

Researched extensively and assessed risk management processes that are recording the results for future references

Responsible for handling risk assessment activities on key business initiatives. Utilized required information to cover in-audits

Managed stakeholders from diverse sectors and met their expectations through appropriate communication channels

Operational Risk

Gained good understanding of risks associated with the business division/unit product and service mix. Fostered strong relationship with business management team to implement effective control and oversight programs

Managed strong technical and/or information security or vendor oversight skills and provided appropriate levels of advice and challenge to business division/unit

PROFESSIONAL WORK EXPERIENCE

Credit Cycle Manager, Nayifat Finance Company (Largest NBFC in KSA), Nov 2014 – Present

Successfully managed a portfolio worth $700MM. Played a pivotal role in setting up entire collections and credit infrastructure beginning from recruitment to setting up systems and executing strategies for credit operations.

Meticulously designed credit policy / credit underwriting and collection strategy.

Collaboratively worked with the team on all aspects of business including opening segments, geographies and constant portfolio monitoring.

Managed an array of activities including budgeting and annual planning functions in order to meet delinquency rates / NCL rates by YOY.

Actively participated with the team in strategic business planning processes and designed various collection strategies for segmented delinquent portfolio.

Provided insightful assistance to the team in achieving profit and revenue objectives. Monitored budget and provided monthly updates against budget.

Analyze costs and recommend cost savings in turn improving the cost/income ratio of consumer portfolio.

Seamlessly coordinated with the team in monitoring forecasts for revenues/expenditures.

Successfully analyzed product profitability and optimal revenue analysis and made suitable recommendations.

Responsible for managing competition tracking functions in addition to providing updates to business heads on competition and pricing analysis

Successfully enhanced cross-selling ratio and revenue per customer by launching segmented customer campaigns

Worked extensively with Business Managers in order to understand immediate and future business requirement and develop information, statistics and analysis to support business decisions

Effectively utilized data analysis tools and enhanced performances by providing feedback for future refinement

Handled product team and performed relevant analysis through data mining

Monitored product development, promotions, sponsorships, expense reduction initiatives and conduct payback analysis

Meticulously analyzed customer programs and segments in order to augment financial performance by understanding root cause analysis and support business in decision making at the program level

Actively participated with the team in introduction of marketing programs by developing test designs and analytical plans

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Actively involved with the team in customer segmentation and behavior modeling efforts

Successfully implemented customer value index to help increase share of wallet and customer segmentation

Formulated a method to track TATs for key customer touch-points and processes

Country Operations Head, Egypt Citibank N.A. (All asset products), May 2014 – Nov 2014

Distinction of having managed 850 FT’s including outsourced staff involved in collections / credit initiation / phone banking / fraud management and consumer operations.

Country Collections Head, Egypt Citibank N.A (All asset products), Jan 2009 – Apr 2014

Successfully drove the portfolio to positive EBIT and maintained the loss rates by less than 2% (one of the lowest in EMEA region) during crisis and political unrest.

National Recovery/ Strategy Head, SBI Cards. (GE MONEY), Jun 2007 – Dec 2008

Managed a centralized Tele-calling Unit PAN India (500 FT’s). Set-up various call centers, managed In-house and outsourced employees and handled training for the teams.

Successfully designed and implemented segmentation strategies on TC / Field for PAN India.

Previous Assignments

Divisional Head – North (Personal Loan Collections), Citi Financial, India, May 2006 – Jun 2007

Regional Head, ABN AMRO Bank N.V. (Credit Cards Portfolio), year?

Regional Manager – Collections, ICICI Bank, 2003 – 2005

Manager, E-Serve International, 1998 – 2003

ACADEMIC CREDENTIALS

Post Graduate Diploma in Business Management, Center for Management Development, 1994 – 1996

Bachelor of Science (hons), Electronics, Delhi University, 1991 – 1994

PERSONAL INFORMATION

Date of Birth : 8th Sep 1973

Nationality : Indian

Marital Status : Married

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