Srinivasa SN

Facilitation and Communication:

• Facilitated all Scrum ceremonies ensuring transparency, inspection, and adaptation, team collaboration, and alignment with project objectives.
• Enhanced team efficiency by implementing Agile methodologies and guiding daily scrum meetings.
• Conducted effective sprint planning sessions, ensuring that user stories were well-defined, appropriately estimated, and achievable within sprint timeframe.
• Conducted sprint reviews and retrospectives, fostering collaborative environment for feedback and improvement.
• Facilitated cross-functional communication, enabling teams to collaborate effectively on project tasks.
• Established strong relationships with stakeholders, aligning expectations and maintaining open lines of communication throughout projects.

Agile Methodologies, Practices, Implementation and Guidance:

• Ensured timely delivery of high-quality software products by enforcing adherence to Agile principles during development cycles.
• Championed Agile best practices within organization, driving adoption across multiple teams.
• Built trusting and safe environment where people can raise ideas and concerns and supports establishing modern leadership following agile values and principles.
• Fosters self-organization and growth within project team and evolves agile mindset in chapters and teams through conversations, coaching, and role-playing exercises.
• Promoted transparency within project lifecycle by maintaining up-to-date documentation on progress, risks, and milestones achieved.
• Optimized resource allocation through capacity planning, maximizing team productivity without overloading resources.

Team Support and Empowerment:

• Fosters close cooperation across all team members, encourages cross-training, and supporting each other.
• Proactively identified and supported to resolve impediments, enabled team to meet sprint commitments consistently.
• Shielded team from external interference to prevent distractions and keep projects on track.
• Collaborated closely with Product Owners to refine and prioritize product backlog, ensuring alignment with business objectives, goals, and customer needs.

Continuous Improvement and Learning:

• Created culture of continuous learning through ongoing training sessions, workshops, and knowledge-sharing initiatives within team.
• Fostered environment of trust among team members through regular check-ins, open communication, and honest feedback.

Agile Metrics and Reporting:

• Implemented Agile metrics (e.g., burndown charts, velocity) and reporting, to track team progress and providing transparency into team performance and facilitate data-driven decision-making.

Transition to Agile:

• Guided two Agile teams in their transition from waterfall to Scrum framework, resulting in increase in project predictability by 50% and increase in product quality by 40%

• Strengthened collaboration between sales, finance, and operations departments resulting in increased overall efficiency within organization.
• Identified opportunities for process improvements and successfully implemented them, resulting in reduced errors and increased efficiency.
• Attained high accuracy levels consistently while processing large volumes of transactions daily, maintaining integrity of financial records at all times.
• Implemented best practices in credit control to minimize bad debt while maintaining strong customer relationships.
• Optimized cash application process by reconciling customer payments with invoices more efficiently, reducing unallocated cash balances significantly.
• Mentored junior team members for career growth opportunities within Accounts Receivable department or other areas within company.
• Ensured compliance with internal controls, regulatory requirements, and company policies through regular audits and reviews of AR processes.
• Accelerated month-end closing process by ensuring accurate reconciliation of account balances and timely preparation of financial reports.
• Reduced outstanding balances for faster revenue generation by diligently monitoring aged accounts and promptly resolving disputes.
• Provided exceptional support during audits by preparing required documentation promptly and accurately, ensuring smooth audit process every time.
• Collaborated with cross-functional teams to address any discrepancies in invoicing or payment terms, leading to improved interdepartmental communication.
• Enhanced team productivity by developing and conducting comprehensive training programs on accounts receivable procedures.
• Assisted management in forecasting cash inflows by providing accurate analysis of accounts receivable data and trends on regular basis.
• Improved cash flow by streamlining accounts receivable processes and implementing efficient collection strategies.
• Managed credit risk exposure effectively by establishing appropriate credit limits for new customers based on thorough evaluation of their financial status.
• Developed comprehensive aging report utilized by management to make informed decisions regarding collections efforts and resource allocation.
• Reconciled accounts receivable ledger to verify payments and resolve variances.
• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
• Prepared and mailed invoices to customers, processed payments, and documented account updates.
• Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
• Negotiated payment arrangements with customers to establish timely receipt of payments.
• Developed and maintained positive relationships with clients to maximize collections.
• Developed and implemented strategies to improve collection processes and reduce overdue payments.
• Followed up overdue payments and payment plans from clients to establish good cash flow.
• Generated monthly accounts receivable reports to submit developments for management review.
• Strengthened financial operations by conducting bank reconciliations and financial reporting.
• Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
• Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
• Managed end to end account receivable process and drive collections through team of 350 + employees from 60 branches of Karnataka State.
• Responsible for Micro, Non-Micro, Mortgage, TW/CV/GEL products collection.
• Handled recovering of mortgage loan products.
• Managed team of 350+ employees which included 60 Branch Managers, 10 TCMs, 60 Agency Managers & Operation Team.
• Handled complete end-to-end ownership of collection team starting from interview, recruitment, onboarding, training and monitoring & collecting collections.
• Conducted alternate day branch-wise collection review.
• Responsible for allocation & finalization to in-house and agencies.
• Responsible for setting key performance indicators (KPIs) & targets for the accounts receivable team.
• Consistently monitored performance against KPIs and targets.
• Responsible for finalizing monthly allocation and target rollout for the month to in-house & agencies.
• Conducted periodical portfolio review of agencies with TCMs and AMRs.
• Implemented of collection strategies to reduce outstanding receivable and gaining balances.
• Ensured accurate & timely invoicing to the customers.
• Ensured 100% policies and process follow with regular timely audits.
• Identified fraudulent accounts, discrepancies & coordinated with FCU team for further action.
• Maintained organized records of invoices and conducted regular audit of agency control registers.
• Evaluated credit worthiness of new customers.
• Established appropriate credit limits to minimize bad debt risk.
• Oversaw timely and accurate update of cash and payments received from customers into system.
• Handled reconciliation of payments with receipts / invoices & resolved any discrepancies that arises.
• Reviewed & ensured receipt book, cash control register are up to date.
• Regularly generate and reviewed accounts receivable aging reports by conducting monthly visit to branches, thereby reviewing branch-wise performance in all parameters like collection, recovery, new employee’s onboarding, integration, PCs and others.
• Identified overdue accounts, missing gaps and took appropriate action to rectify.
• Identified, assessed the credit risk associated with accounts receivable process & customers.
• Proposed appropriate credit limit and implemented other relevant strategies to mitigate risk.
• Prepared and analyzed accounts receivable reports such as collections, aging, cash flow, bad debt reserves and others.
• Documented and maintained processes, procedures, policies thereby ensuring consistency and provided guidance to team members.
• Identified areas of process improvement.
• Coordinated with IT development team for automation which enhanced efficiency and accuracy account receivable operations.
• Actively participate in implementation of new accounting software and system related to accounts receivable.
• Collaborated with other departments such as sales, finance and operations for smooth flow and addressed any issues related to accounts receivable.
• Empaneled and managed collection agencies and legal panel for Karnataka State for optimized recovery.
• Finalized monthly allocation of agencies, coordinated target rollouts and conducted regular portfolio reviews with TCMs and AMRs.

Financial, Operational Oversight and Team Leadership

• Monitored industry trends and best practices to continuously improve collections operations.
• Successfully led and managed diverse team of 100+ employees including 4 collection agencies, 4 Branch Managers, and Operation Team.
• Managed recovery of wide range of loan products, including secured and unsecured loans, small batch loans, individual loans, and mortgage loans within specific cluster or area, focusing on delinquent branches.
• Managed professionals, providing guidance, setting performance standards, and conducting performance reviews for high-performing accounts receivable department.
• Provided mentorship, guidance, and training team of 70+ staff members.
• Fostered cross-functional coordination among teams and introduced innovative solutions to streamline processes and improve team performance.
• Conducted daily reviews of deliverables and performance with ACMs, AHs, Agency Team Leaders, and Branch Managers to ensure alignment with collection goals.
• Monitored and reviewed team's progress on assigned tasks, conducted periodic checks on collections and recovery activities with customers.
• Identified and reported any potential fraud cases to FRM team and relevant stakeholders for further action.
• Enhanced team performance through regular training, coaching, and feedback sessions.

Risk Management and Payment Behavior Analysis:

• Implemented strategies to monitor and analyze customer payment behavior, proactively taking measures to reduce delinquencies and improve cash flow.
• Established controls over financial data flows and interfaces, ensuring data accuracy and integrity.
• Developed monitoring systems to detect potential bad debt risks, took preventative actions to minimize losses.

Decision-Making, Collections Optimization and Efficiency and Reporting:

• Created comprehensive reports utilizing data-driven insights on collection activities, highlighting key performance indicators and areas for improvement.
• Streamlined collections procedures for increased productivity and reduced manual efforts.
• Analyzed financial data to identify trends, risks, and opportunities for improved collections strategies.
• Conducted thorough credit reviews to assess risk levels and make informed decisions on extending credit or initiating collections actions.
• Implemented strict controls and validations for payment transactions, minimizing errors and discrepancies.
• Optimized dunning processes & collection transfers and implemented efficient systems within the collections & recovery, enhancing efficiency in the recovery of outstanding payments.

Legal Compliance and Bad Debt Prevention:

• Collaborated with legal teams and Maintained compliance with federal, state, and local regulations governing debt collections practices.
• Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
• Led accounts receivable accounting team, ensuring adherence to accounting principles and regulations.

Business Growth and Customer Focus:

• Strategically managed business growth in alignment with market segments.
• Established strong relationships with customers, fostering open communication channels for effective debt resolution.
• Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.

• Enhanced customer experience by regularly reviewing service delivery processes and incorporating feedback from clients into improvements.
• Conducted thorough market research to identify trends and inform business strategy development efforts.
• Leveraged data-driven insights to inform decisions regarding process improvements and organizational restructuring efforts.
• Played crucial role in facilitating mergers and acquisitions by conducting due diligence assessments, identifying synergies, and integrating processes between organizations.
• Supervised and managed teams, ensuring smooth operations and efficient execution of tasks.
• Led definition, setup, and execution of critical operational processes.
• Established robust account and finance control processes to maintain financial integrity.
• Implemented effective inventory management strategies, optimizing resources and minimizing waste.
• Devised and executed customer retention programs to enhance customer loyalty and satisfaction.

Collections Strategy:

• Developed, executed comprehensive collections strategies to recover outstanding payments from customers.
• Analyzed data trends to make informed decisions regarding operational strategies and adjustments as needed.
• Prepared and maintained accurate records and reports on collection activities, ensuring compliance with company policies.
• Led process improvement initiatives and strategies that resulted to enhance effectiveness and efficiency.
• Implemented tracking and monitoring systems to measure and improve collection agent performance.

Team Leadership:

• Managed & led a team of 90+ collection agents, providing guidance and support to maximize collection efficiency.
• Coordinated and managed field collection activities, tele collection operations of 35 per day optimizing routes and schedules for efficient recovery.

Customer Engagement:

• Engaged with delinquent customers to negotiate payment plans and resolve outstanding balances, demonstrating exceptional customer service skills.
• Collaborated with customer service teams to identify and address customer concerns and prevent future delinquencies
• Addressed customer disputes and concerns professionally, striving for amicable solutions.

Compliance:

• Ensured compliance with legal, regulatory requirements, including Fair Debt Collection Practices Act.

Cross-Functional Collaboration:

• Worked closely with various departments, including customer service, legal, and finance, to streamline collection efforts.
• Facilitated communication between departments, improving overall organizational collaboration and effectiveness.

Overseas and National Account Handling:

• Successfully managed enterprise collections for 4 states (4 national accounts) with annual value of Indian Rupees 650M
• Effectively coordinated with global accounts, including Vodafone, Cable & Wireless, and AT&S, maintaining key customer relationships for Accounts Receivable (AR) and Accounts Payable (AP).
• Managed 4 national accounts with annual value of INR 650 million, optimizing revenue collection.

Team Management:

• Initiated Cross-Functional Team (CFT) meetings to address sales and service issues, fostering collaboration and timely issue resolution.
• Managed three critical verticals of customer service delivery for COCP and COIP enterprise customers, including Billing and Collections, Bill Printing and Delivery, and Service Provisioning.

Customer Focus:

• Actively engaged with clients for project updates and operational enhancements, strengthening customer relationships.
• Translated business requirements into technical instructions for IBM's customization of core products, ensuring alignment with client needs.

Strategic Planning and Process Improvement:

• Developed and executed strategic plans, enhancing processes for improved results and increased customer satisfaction.
• Applied appropriate management techniques to streamline operations and ensure efficient collections

• Increased sales through effective merchandising strategies and targeted promotions.
• Collaborated with management team to develop strategic plans for business growth and improvement.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Promoted teamwork within workplace by encouraging collaboration among staff members on various projects tasks.
• B2B Life Cycle Management: Led and managed team of 65 responsible for B2B life cycle management.
• Financial Responsibility: Managed annual collection portfolio of INR 1.2 billion for SME and corporate customers.
• Accountability and Risk Management: Accountable for collection and recovery targets, credit and risk management, service provisioning, bill printing, delivery, address verification, and customer acquisition.
• Customer Satisfaction and Support: Enhanced customer satisfaction through proactive support activities, including site audits, preventive maintenance, and promotion of customer empowerment tools.
• Collaboration: Collaborated with Marketing and Sales teams to host customer contact programs and enterprise meets, fostering customer engagement and business growth.