Manager Customer Service

Arun Chawla

_________________________________________________________________________

Lilly Towers , Flat No :304 ,

Al Nahda , Sharjah ,

UAE

Home: **-*******

Mobile : 050-*******

E-mail:*******@*****.*** _______________________________________________________________________________________

Manager- Credit Card & Loan ( Collections & Recoveries )

Qualifications Profile

Over 9.9 years of Results-driven Credit Collection Professional with extensive experience in strategic management, planning, marketing, and development of diversified financial products and service offerings with broad based and cross functional experience serving as a: Collection Manager, Collection/Credit Supervisor and Collection Officer.

Total Professional Experience : 9years 9 months

The Royal Bank of Scotland - Dubai, UAE Nov’2007 – Present

Royal Bank of Scotland is one of the world’s leading banks headquartered in UK. It has been present in the United Arab Emirates since 1973 and offers comprehensive financial services including: Consumer Banking, Business and Commercial Banking and Global Banking & Markets. .With over 2000 staff, The Royal Bank of Scotland operates in the United Arab Emirates with three domestic branches, one in each of Dubai, Abu Dhabi and Sharjah, while also serving as the regional hub for the Middle East.

Manager - Credit Card & Loans Collections and recoveries

Reporting to the Head of Collections - Credit Card & Loans this role entails the following responsibilities.

Responsibilities/Achievements

 Enhance the collection process manual linked to policies and procedures of the bank

 Launched the contingency plan in the first quarter by the introduction of normalization and rollbacks in the front end

 Drop in the delinquency by 1% in the first 2 quarters of 2008

 Launched the orientation training programmes for the collection executives to bring in the improvement in collections

 Training programme bought the reduction in complaints from the customers and quality of calls

 Launched the Settlement tracker for monitoring the waiver amount & waiver % in the month

 Preparing the Collections plan and delegating the targets.

 Preparation, review& draft of documents related to Department’s day-to-day operations.

 Ensuring system, Policy & Procedures are adhered to and continuously update bank’s requirements to ensure that it is well communicated to all staff unit.

 Software project implementation for smooth functioning of the credit card collection process

 Formulation of KPI’s to measure the performance of executives

 Loss reduction by 45% in last 8 months.

 Manage a team of 60 staff for Credit Card and Personal Loans for Net credit losses (Hard Buckets 4-5-6 and recoveries of both the products).

ICICI Bank– New Delhi, India July 2003 – Nov’2007

ICICI Bank is India's second-largest bank in terms of total assets and a network of over 990 branches and offices and about 3425 ATMs. It offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management.

Collection Manager- Credit Cards

Reporting to the Regional Collections Manager this role entails the following responsibilities

Responsibilities/Achievements

 Manage and enroll Collection agencies.

 Preparing the Collections plan and delegate the targets

 Collection of 30+ million rupees in Accounts Receivables during 2000

 Annually directed increase in account collections of up to 7%, recouping millions of rupees

 Managing collection agencies and consistently monitoring their service level agreements

 Negotiating highly delinquent accounts to convert receivables into cash

 Weekly meetings with Client Relationship Managers (CRM) to review and define the strategic collection efforts.

 Maintained financials for auditors and banking analysts.

 Support in business development activities: Auto, mortgage approvals, Denials, and audits; directed Bank Repossession Program.

 Coordinate resolution of defined strategies which includes follow up with client accounting on outstanding issues, assisting CRM’s to insure proper documentation is available when client contact is made

 Coordinate activities with collection service agencies

 Liaise with executive management regarding reports which include reserve analysis, accounts receivable reports, credit limit report and special analysis as needed

 Identify methodologies, and policies to improve ongoing collections.

 Document and implement collection procedures

Standard Chartered Bank- New Delhi, India June 2000 - June 2003

Standard Chartered bank is one of the world’s leading banks employing over 30,000 people across 50 countries in the Asia Pacific Region, South Asia, the Middle East, Africa, the United Kingdom and the Americas. Listed on both the London Stock Exchange and the Stock Exchange of Hong Kong it is in the top 25 FTSE-100 companies, by market capitalization. It serves both Consumer and Wholesale Banking customers.

Credit Collection Supervisor

Reporting to the Area Collection Manager this busy role entailed the following responsibilities exercising a proactive management approach.

Responsibilities/Achievements

 Directed staff of 20 in service and collection of 300,000+ accounts representing rupees 15 million.

 Hire, train and coach personnel.

 Incorporate processes for optimum utilization of resources

 Directed weekly staff meetings to maintain cooperative relationships

 Promoted an “open door” policy to maintain excellent relations; exercised a proactive management approach.

 Credit Supervisor of the year for Standard Chartered Bank India.

 Successfully collaborated with process and procedural changes to increase efficiencies

Credit Collection officer

 Customer/client-driven environment exhibiting intuitive Problem solving, strong customer service, versatility, and integrity

 Perform collections activities on problem accounts.

 Maintain a satisfactory financial relationship with the customers

 Processing new member application and processing for Consumer and Business Credit Card Program

 Structure repayment plans and negotiate terms with customers which are in the best interest of the bank

 Reduction of delinquency--from 11% to 4%-- for the year 2001

 Review of accounts to “hot list” potential delinquent accounts in time

 Service orientation, value of customer retention

Educational Qualifications

 Successful completion Post Graduate Diploma in Business Administration with majors in Marketing from Institute of Marketing &Management ( IMM) -Delhi ,India in 2000.

 Successful completion of Bachelors in commerce from University of Delhi, India in 1998.

Skills summary

• Strong interpersonal and people skills

• Thrive in a matrix organization

• Demonstrated experience in changed environments

• Proficient in Microsoft Outlook, MS-Office with the ability to use these tools on a daily basis for planning and implementing functions.

• Ability and willingness to travel

Personal Details

Date of Birth : 20th Oct `1977

Marital Status : Married

Passport : Valid

References

Available on request

Contact this candidate