Dipanjan Das

About Dipanjan Das

In my role as a Collections Team Coach, I managed a team responsible for handling inbound and outbound calls with consumer and small business card members whose accounts were flagged as overdue or delinquent. The goal was to recover outstanding balances while upholding the company’s service standards. For mid to late-stage accounts (from pre-charge to charged status), I led my team in utilising both written and verbal communication methods to achieve efficient resolution of overdue accounts.A core responsibility involved setting performance goals, conducting regular reviews, and creating individualised development plans for each team member. This focus on performance allowed me to align team activities with company objectives and ensured that every direct report had a clear path for growth and improvement. In addition to goal setting, I managed the team’s daily operations, including production floor oversight, which encompassed task distribution, workload balancing, and issue resolution. This day-to-day management was key to meeting customer and shareholder metrics.A significant aspect of my role was working closely with Risk Management and other stakeholders to ensure that our collections strategies were aligned with the company’s risk tolerance and compliance standards. This collaboration involved frequent communication to adjust policies and strategies based on changing economic or market conditions. As a result, I was able to identify potential risk factors early and take proactive steps to mitigate them.Customer satisfaction was another priority, particularly in meeting external metrics such as the Voice of Card Member (VOCM). I supported company-wide initiatives to enhance customer satisfaction and worked with my team to address customer concerns promptly and empathetically. Additionally, I maintained a strong focus on internal SLAs, particularly around Service Level and Aging metrics. Consistently meeting these benchmarks demonstrated our commitment to both efficiency and quality in collections.Using performance management tools, I implemented a structured approach to performance evaluation, which helped employees maximize their potential. This approach included setting specific, measurable goals, providing regular feedback, and recognising achievements. By consistently using performance management as a leadership tool, I not only drove team productivity but also enhanced employee satisfaction.

Experience

1. Team Coach

   American Express

   Jan 2020 — Present · Gurugram, IN

Education

• Annamalai University

  Bachelor of Business Administration - BBA

  2008 — 2011