Abhinav Sharma

Leading the entire Collections vertical including Analytics, Strategy, Agency Operations and Inhouse Call centre collections.

Heading Collections Analytics, Strategy and Inhouse Call centre Collections.

Heading Collections Analytics and Strategy

Defect Analysis and Product Development • Determined Product feasibility (MVP), basis Zendesk ticket evaluation, problem definition, requirement gathering and proposal of new solutions, leading to a 20% increase in client base • Managed Stakeholder expectations through weekly engagement with Financial advisers and clients to understand stress points, align on priorities and address escalating issues • Conducted Defect analysis, recommended changes in User Interface/User Experience (UI/UX) • Leveraged Insights from Good Data in Zendesk, Net Promoter Scores (NPS) data to identify business potential worth AUD 650 K, also reduce client turnover by 11% • Ensured End to End Delivery of all new/existing projects and efficient running of the product, through a consistent and factual reporting framework to senior-level management • Managed a team of 8 resources comprising of Business analysts, Quality Analysts and Developers • Conceptualized detailing of story points, created JIRA tickets with requisite FRD/BRD on confluence, planned sprints ensuring stage-wise execution basis Agile methodology • Conducted Retrospective and Product backlog Refinement (PBR) for future Sprints

Data Strategy and Insights-Commercial Insights • Analyzed prospective client spend to develop best fit expense management strategy through cost-effective strategies (partnerships, co-branding) for leading IT giants like Microsoft, Cognizant, Dell and EMC • Drove several projects with cross-functional teams to architect, deliver and maintain a broad portfolio of solutions, augmenting senior leadership in business continuity management • Partnered transition projects with British Petroleum starting from requirement gathering, thought partnering, to building analytical solutions, effectively reducing their invoicing cost • Proposed insights to cut revenue leakages/credit losses, to the tune of 10% for Facebook • Won 2 Awards for assisting clients Dell and EMC through critical stages like Merger and RFP • Assisted with specific business cases, optimized client spend, basis industry/ sector-wise due diligence for Cargill, Halliburton and Texas Instruments • Performed need analysis through stakeholder interaction, Communicated the need to the development team, partner with third parties to develop tools for data extraction & analysis • Managed Credit Card Programs and End to End projects for multiple stakeholders (23 Global clients-across geographies US, EMEA, APAC) with utmost efficiency

Risk Management • Planned, designed and implemented an overall risk management process for the organization • Performed Risk assessment, by analyzing and quantifying credit risk through Credit scoring, financial statement and ratio analysis of all business/loan proposals received • Quantified 'Risk Appetite' and ensured Risk Mitigation for all 51 Bank branches through mandatory Credit Risk Rating of all existing retail portfolios(Mortgage, Overdraft, Loans, Cards) • Scrutinized Operational risk, Credit Risk and tailored reporting to Senior and Top Management • Conducted audits, ensured compliance to Basel III norms for capital adequacy requirements, prepared statutory reports for aggregating LGD, PD and EAD of the region • Ensured data cleansing of loans made by branches for Fraud Identification/Credit Monitoring • Performed Portfolio analysis (Scheme wise, size wise, borrower wise, interest rate wise) • Created elaborate financial models, earnings forecasts, profitability estimates basis ratio analysis, sensitivity analysis of loan proposals to the tune of 6 Crores

• Lead a team of 5 collection officers and 5 vendors, portfolio of bad debt amounting 1 crore • Provided roll-out support, training, pre and post-collection analysis of outsourced staff • Trained multiple work groups by workshops, prepared guidelines on compliance with local laws, vendor contracts, ensuring minimum deviation from planned cost to collections ratio

• Conducted periodic audits, quality control exercises on vendors in order to confirm compliance • Monitored Cost incurred on collection process (preparing payout grids, managing legal costs)

• Managed portfolio of personal loans (worth 50 Lacks) of bad debts • Monitored delinquency every month, keeping follow up on legal cases against customers, manage the execution of Summons, warrants etc., keeping it in tune with the set targets • Drove major initiatives for Cost rationalization, reducing the cost to collections ratio • Ensured corrective action and warning signals for Non-starters and Early default customers