Rajan - Collection Officer - Kochi, KL, India

Nishil Rajan

Kochi, KL, India


Collection Officer


Debt Management, People Management, Client Relationship Management, Credit Analysis, Vendor Management, Credit Collections, Risk Management, Process Management, Operations, Collections, Branch Administration, Customer Service, Collection Analysis.

Work History

(TESL) Area Manager (Kerala)

TCS eServe Ltd

January 2011 - August 2012

TESL is the Banking Financial Services BPO wing of TCS offering transaction processing services which include processing, collections, customer care and payment services for retail clients like Citibank NA, HSBC, JM Financial etc}

* Headed the Operations for the Kerala Region (Debt Management/Collections Unit)
* Handling a team of Agency Managers and Tele-callers across product lines (Cards, PL & Mortgages) and channelized Productivity through daily monitoring of key metrics for the Kerala Region.
* Developed the process to maximize efficiency and productivity of the Team.
* Working closely with stakeholders within each account to identify their work flow processes and business challenges to create successful results and to ensure strict adherence to TAT for deliverables.
* Work collaboratively with Agency Managers who are responsible for driving revenue with each account by providing awareness of potential growth.
* Interact with client to understand their business and comprehend their requirements to further assist the teams to achieve the desired results.
* Performed Risk Control Self Assessment (RCSA) and Key Performance Indicator (KPI) checks on quarterly and monthly basis respectively for all the units across portfolio.
* Ensured training sessions are conducted detailing the various utilities available in process for the end users. Ensured the various options are understood and well utilized to the optimum levels at all times.
* Was responsible for the Safety & Security Compliance within the Office.
* Ensured customer satisfaction and code of conduct adherence across in-house and vendors.
* Ensured smooth operations with a strong focus on the SLA's.
* Prepared reporting MIS, interacting with the client on an ongoing basis.
* Strict compliance on process/audit requirements and maintenance of records.

Supervisor - Cards & Retail Banking Operations

TCS eServe Ltd

January 2009 - December 2010

Being part of TCS, ventured into Client relation management and was successful in maintaining business relationship with clients to achieve SLA norms by resolving their service related critical issues.
* Developed and strengthened tie ups for enhanced productivity with External Vendors for both Field and tele-calling activities for the Citibank Portfolio.
* Providing a quality service experience through efficient handling of customer's queries and grievances, as well as attending to the issue at hand, focusing on customer-satisfaction adhering to guidelines.
* Identified, monitored and controlled risks, including Fraud, Compliance and Information security risks, in the processes being performed for clients.
* Developing/implementing corrective action plans for resolution of problematic issues, and providing general guidance on how to avoid or deal with similar situations in the future.
* Was instrumental in imparting IIBF requisite trainings and thus facilitating accreditation to the entire field staff involved in the debt collection activity across state.

{In the last Qrtr of 2008, TCS completed the acquisition of Citigroup Global Services Ltd (CGSL), making TCS the 2nd largest BPO player globally and the single largest vendor for Citigroup having outsourced its entire core banking operations to TCS}

Team Leader - Card Collections Team

Citigroup Global Services Ltd (formerly eServe International Ltd)

January 2008 - December 2008

Met Financial Goals - Loss rates and Delinquency indicators for Citibank Credit Card portfolio.
* Escalation to forums like Banking Ombudsman was resolved amicably without any negative impact on the banks brand image.
* Facilitated the building of Cost Plus teams at the Vendor end with high success ratio.
* Target setting/Capacity planning for the external vendors on a regular basis.
* Training the agency supervisors & team on latest collection tools and techniques. Monitoring the collector wise performance through field checks, various MIS - Agency Portfolio MIS, Productivity MIS - daily/monthly

Agency Manager

Citigroup Global Services Ltd (formerly eServe International Ltd)

May 2006 - December 2007

Tracking of Field Productivity through Vendor management. Evaluated with timely reports.
* Ensuring adherence to compliance and COC.
* Coordination and management of all audit requirements.
* Reconciliation of data for filing demand legal notice for high delinquent cases.
* Was One Point Contact for customer service queries related to Credit Cards & ensured zero defects.
* Saw Kerala write off recoveries improve to an average which was 29% greater than the previous year avg and 47% improvement over the running avg of the current year(2006).

Asst Sales Manager


October 2005 - April 2006

Functional reporting to the RSM, Acquisition and Operational reporting to BM.
* Acquiring HNI Relationships who are able to maintain Rs.25 lacs and above.
* Managing a team of 4 member customer acquisition team.
* Planning and implementing focused activities for acquiring quality clientele.
* Checked the quality of the customers acquired by the acquisition team.
* Ensuring 100% compliance requirements are met by the Team.
* Organizing customer engagement activities to ensure customer retention.

Executive - Business Development, IBG

ICICI Bank Ltd

November 2004 - October 2005

Reported to the RSM, International Banking Group.
* Managing a Sales Team of 8 members and Tele callers across captive geography.
* Acquisition of new Non-Resident Indian clients through innovative marketing and POS campaigns at strategic locations.
* Active referral activity to generate consistent lead pipeline.
* Presenting the entire range of financial products suite to NRIs.
* Assisted the Wealth Managers in client's investments regarding Mutual Funds \ Insurance.

Senior Business Executive

Integral Marketing (DSA of Citibank N A)

August 2000 - December 2002

Ventured into sales and was able to identify my marketing skills to effectuate successful selling of bank assets - Cards/PL for Citibank N A.
* Was instrumental in carrying out the pre-approved/ pre-embossed card activity to success with major clients like BSNL, Hindustan Newsprint Ltd, Cochin Shipyard Ltd etc.
* Was the sole campaigner in selling across the Credit Cards to IIM students at Calicut.
* Assisted the CPV team in the processing stage of applications.
* Assisted the Merchant Establishment team in their functionalities wrt EDC machine.

Qualifications & Certifications


Maharaja's Law College

Pre Degree Course

Devagiri College, Calicut University



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