Manav Gupta

About Manav Gupta

Customer lifecycle management. Managing onboarding, retention and collections. Experience in leading the customer service functions such as KYC, Onboarding, Contact Center and Back Offices. Experience in the digital transformation of customer and distributor journeys. Have transformed B2B and B2C processes for telecom. Helped develop complex Mobile App for bringing in operational efficiencies and enhancing customer experience. Enabling Point of Sale applications for EKYC, Aadhaar based authentications through biometric and IRIS scan. RPA (robotic process automation) and use of AI in enhancing accuracy along with cost optimization. Have consistently delivered on operational KPI\'s for contact centers, back office processes while ensuring exceptional customer experience is delivered. Measured experience through NPS, C SAT (Customer Satisfaction through SMS), First Time Fix (FTF).Driving decision making process and delivering on goals with cross functional stake holders (sales, finance, distribution and service teams) and delivery partners like IBM and TCS in Agile mode for project deliveries.

Experience

1. Senior Vice President Collections

   IDFC FIRST Bank

   Sep 2020 — Present · Mumbai, IN

   As the head of National Collections (or Debt Management), I manage early delinquency across a range of retail assets. 0-30 days past due (DPD).These are both secured as well as unsecured loans. Key products - Consumer Durable loans, Two wheeler loans, Car Loans, Mortgages, Personal Loans, Cross Sell Loans and Business Loans.Early delinquency includes pre-due activities (information about payment due to regular defaulters), managing the dunning through SMS, IVR and BOT calling. A large majority of resolutions are targeted to come through self help or self cure strategies. Key activities include managing contact center operations (outsourced partners or BPO’s). These centers try and get the resolution from defaulters through online on call payment methods. Beyond this we utilize the blended model which is a hybrid model of calling as well as inlvolves a door knock through the feet on street. The collection executive physically visits and collects the EMI from the customer.

Education

• Delhi University

  B Com (Hons.), Economics, Accounts, Maths, English, Taxation

  1997 — 2000

Skills

• Call Centers
• Telemarketing
• Business Process
• Sla
• Team Management
• Crm
• Service Delivery
• Management
• Forecasting
• Project Planning
• Dialer Management
• Strategy
• Vendor Management
• Analysis
• Call Center
• Mis