GURINDAR SINGH Six Sigma Green Belt

Experience in the Electric Vehicle (EV) Ecosystem, Retail Collection & Credit Professionals for EV -3W Set performance goals and targets for the locations under supervision Monitor the performance of the locations and identify areas for improvement Provide support and guidance to location managers and employees to help them meet performance goals Conduct regular meetings with location managers to discuss performance and address any issues or concerns Develop and implement strategies to improve customer satisfaction and retention Develop and implement policies and procedures to ensure compliance with company standards Manage the budget for the region and ensure that all locations are operating within financial targets Develop and maintain relationships with key stakeholders, including customers, vendors, and local government officials Lead and manage a team of location managers and employees

Accountable for Reducing Delinquency and improve Recovery rates on the assigned Portfolio (20% weightage on early buckets and 80% weightage on Bkt 2 and above. • Ensure timely Allocation of cases to Collections officers basis Geography and Vintage and give signoff. • Ensure effective hands off between Regular crecs and Collections officer. • Ensure coverage of portfolio through regular reviews. • To highlight variance in previous months performance, chalk out Forecast and strategy, Drive and execute the plan. • Ensure Dissemination of Targets, KPI and incentive structure to the team at the beginning of the Month. • Ensure Adequate capacity, minimize Attrition and highlight variance in capacity if any. • Ensure Internal and External guidelines are adhered to in the field. • Initiation of Legal action on problematic customers. • Regular Training, coaching and motivating the team. • Timely Cash deposition and ensure Reflection of the same on system < 24 hours. • Succession Planning. • To support the business on data quality management i.e., improving the quality of customer information available thru timely feedback • Reduce & Control NPA of the organization. • Managing 5 to 6 branches with 1 direct report for each branch • Designing and implement collection strategy, techniques and procedures for front-end, mid-range and hard-core collections & reviewing the collections strategy regularly to ensure that the collection techniques change with the change in the legal and economic situation. • Analyzing & maintaining zero delinquency within required parameters / policies and systems while dealing with delinquent customers & appointing and managing channels like Collection agencies. • Updating Daily Collection. MIS report to VP-Collections. • Preparing monthly outstanding data with case to case, • Managing monthly collection meet respective Locations.

Managing the collections for entire North portfolio of having total book size of approx. INR 700 Cr. Managing the delinquent portfolio from bucket X to write off of approx. 150 Cr, for North (Including area Delhi and NCR) for LAP / BL, Responsible for Initiating and following all legal cases such as 138, Arbitration proceedings, Sec-9, Police complaints, with concerned legal team and personal presence in court for all high-ticket accounts. Handling in house team of 6 collectors, 1 back end, and 1 collection agency with 6 collectors.

Worked in the capacity of ACM for Used Cars and Two-Wheeler Loan Collections managing the initial, critical & write off buckets (0-infinity) for the states of Delhi /NCR and HPH ( North Region) Handling a team of 6 Debt Managers who handle collections for various buckets at different locations. Instrumental in enhancing the normalization percentage of initial bucket collections. Restricting the flow of accounts into higher delinquency as well as ensuring negative NCL & NPA month on month. Instrumental in driving significant improvement in collections from write off buckets and higher delinquency. Ensuring smooth and efficient Agency operations so as to maximize collection efficiency and minimize cost of collections. Visiting high value cases so as to get them out of delinquency and ensure timely collections in future with least of collection cost, thereby ensuring highest levels of in house collections. Planning for Lok Adalats, Recovery Notices on Monthly basis Field Visits on Problematic Cases & coordinating to resolve service dispute cases. Intense practice in Collection & Recovery, Collection Strategies, Collection Training, MIS Management, Skip Tracing, Legal activities – Property Possession under SARFAESI Act., 2002, OA, Auctions, Arbitration, Sec-9, Sec-138, Collection Quality Training, Dialer, Analytics. The total delinquent portfolio with an exposure of Rs 150Cr of Non NPA & 35 Cr of NPA Portfolio, with a total book size of over 500 Cr of all products,

 Handling the delinquency / Collection matrix for North region with a team of 19 reportee including 6 on roll collection manager and officer.  Managing delinquent portfolio from 0 to 150 DPD, successfully delivered on all matrix / gave month on month increase in efficiency.  Keep the team motivated / energized to successfully led business goals with Nil Attrition rate.  Legal filling through legal team coordinate with them for regular updates.  Looking after repossessions agencies managing them as well as ensure timely billing to the vendors.  Follow-Up / make collection on NACH cheques returned accounts.  Escalate critical cases to RCM for legal action/write off.  Responsible to track / Control the delinquency of the area, BKT –DPD wise focus on non-starter.  Ensure daily upload of customer feedback / remarks.  Regularly meet Operations managers to ensure all relevant debts are collected well in time and credit limits/periods extended to customers are appropriate.  Legal initiation with help of legal / improve the same to get better results through filling U/S 9, U/S 17 & u/s 138 via through police complaints.

Job Responsibilities: • Handling the correspondence with the clients in terms of replying e-mails, letters etc. • Receiving the inbound calls of the customers, solving the queries of the customers to fulfil their needs. • Dealing with the vendors for smooth functioning of the process. • Escalating to Seniors/Supervisors irregular cases and seeking help in closing them. • Close follow up of with debtors for payment, Ensure Nil Bad debts, Proficient in spreadsheets • To motivate team in meeting the revenue and collection targets. • Trustworthy, accurate and comfortable working with targets and deadlines • Handling all the Delinquent cases allocated from banking and finance related to Home Loans and LAP. • Responsible for looking Collection of Home Loans back end operation of Banking and Finance Department.

Job Responsibilities: • Managing a team of 25 Contact Center Executives, 2 Collection officers • Improve delinquency performance through increased ability to collect outstanding collection dues • Proven leadership capability and demonstrated coaching and training of others on processes. • Mapping of broken PROMISE TO PAY’s of Bucket & passing feedback to team for required follow-up & resolution. • Directs resolution to quality problems, Supplies corrective action to customers, Change control & Root cause analysis • Handling Tele-calling setup for a year’s along with the further buckets flow & recovery also for Portfolio Skills - Handling Portfolio size of more than INR 50.23 Cr. - Proven management skills with 2-5 years’ experience managing contact, call, collections or credit teams Typically with team sizes ranging from 30- 50 people - Ability to work under stringent deadlines stressing urgency to achieve monthly goals - Well versed with the concepts of Finnacle other Banking Software & Outlook. - Strong Organization, Leadership, Analytical and Problem solving skills - To ensure Section 138 initiation in all 90 DPD cases, default notices are sent to customers & record of the same is maintain. - To ensure that collection feedback is obtained daily from collection executives/associates