Henan Dsouza

• Responsible for overseeing all collection activities for Binghatti Books, from initial down payments to successful recovery, ensuring efficient and effective processes

• Direct and lead a collection agent team, providing guidance, training, and conducting performance evaluations to achieve set targets and goals.

• Develop and implement effective debt collection strategies and tactics to optimize debt recovery rates, continuously analyzing data and trends for improvement.

• Collaborate with legal teams on cases requiring legal action, such as litigation or asset repositions, to ensure proper handling.

• Foster positive relationships with customers, offering flexible repayment options when possible, and handling escalated customer inquiries or disputes professionally to maintain customer satisfaction while achieving collection goals.

• Collaborate with legal teams on cases requiring legal action, such as litigation or asset repositions, to ensure proper handling.

•Generate regular reports on collection performance, including recovery rates, delinquency trends, and KPIs, and use data analysis to evaluate and improve collection strategies while providing ongoing training and coaching to agents for enhanced negotiation skills, compliance, and customer service

• Managing the overall cash flow of the company bank accounts, negotiating on the FX deal rates , discounting of LC and reverting to all the baking queries of the company

• Monitoring the invoicing and receivables and ensuring there is timely adherence so as to minimizing the losses and managing the P&L

• Following up and negotiating with customer via email or telephone for any overdue receivables and ensuring any late payment is charges accurately as per contracts.

• Monitored internal controls, policies, and procedures, and security of systems and operations

• Preparation of daily , weekly and monthly MIS reports of cash projections along with profit margins for management decisions.

• Ensure the effectiveness of the day-to-day Operational activities focused on meeting out financial, clients and stakeholder’s requirement

• Monitor staff productivity against agreed KPI’s and targets, where necessary implement performance improvement plans if performance fails to meet expectation

• Maintain Daily MIS on performance and publish daily leader board and comparison report of individual staff to enhance the performance

• Conduct regular call monitoring of staff and work with quality team to ensure calls are of an exceptional quality, measure agents’ improvement from historical calls

• Meeting of clients and negotiating repayment and creating financial plans as and when needed, always Keeping a win-win strategy, ensuring the company interest is in place recouping losses along with 5-star customer experience

• Provide financial and performance reporting (scheduled and ad hoc) and analysis to the management that will enhance business decision support, financial planning and control

• Managing Team of agency coordinators handling portfolio of charge off- Skip/Non-Skip segments with around 10 - 14 Local/International Collection Agency under them
• Ensure Accounts are allocated as per Demographics, Nationality segments, Vintage charge offs & then targets are allocated to Agencies and their performances are monitored on daily basis
• Clearly demonstrate both creative and strategic thinking by independently identifying and implementing systems, models, processes, and practices that will enhance the collection & recovery Performance to in turn reduce losses to the organization
• Coordinating and supervising overall collection activities inclusive of tracing client's addresses, visiting the clients and negotiating on payment terms and offering settlement to minimize the losses
• Managing and visiting HNI client's portfolio initiate collection processes to recoup payments on loans, in order to get maximum collections
• Liaise with Internal & External Auditors to secure regulatory reviews & classifications
• Maintaining MIS and tracking individual performance of the In-house/field collectors, Individual agencies and Agency coordinators and sharing the same with them to enhance better performance
• Provide financial and performance reporting (scheduled and ad hoc) and analysis to the management that will enhance business decision support, financial planning and control
• Imparting training to new employees on the aspects of banking norms, code of conduct, technical and operational aspects of collections.

• Ensure that all the processes adhere to the laid down policy and procedure by self and mentees
• Ensure coverage of allocated accounts within target days and calls are spread through the day
• Review of MIS reports to ensure that all accounts with are attempted
• Ensure daily updating of FC by self and mentees
• Ensure zero defect calling by maintaining a balance between courteousness and assertiveness
• Ensure compliance to the COC procedure laid down by the Bank by mentees & ensure that any deviation to COC is immediately reported to the Line Manager/Sr Collector
• Ensure targets (both financial and productivity) targets assigned are met by mentees and self
• Review NA/NC reports and provides feedback to bridge the gap.

• Evaluated permissible credit for new contract applications and submitted the same for approval, ensured complete documentation, prepared agreements and credit analysis report
• Reviewed development bond credit papers prepared by Senior Credit Managers to assure accurate documentation in compliance with government laws
• Ensured receipt of duly signed bond documents from the client, in conjunction with the Attorneys, performed quality checks to finalize the registration and draw down process in accordance to organizational policies and procedures
• Performed risk analysis for various portfolios/clients based on client profile, past management decisions to mitigate risks and enhance current portfolio quality
• Networked extensively with clients to assess needs/ requirements and to offer the most appropriate portfolio mix of diverse funds
• Coordinated and supervised all subordinates, served as a single point of contact for branch support, imparted training on policies to ensure bottom-up adherence
• Analysed credit policy feasibility in view of revenue generated and profits
• Initiated recovery processes through agencies and banks
• Incremented, decremented or terminated credit limits in view of credit history
• Reported portfolio status to Head of Credit, submitted weekly MIS reports of all reviews and forecasting reports to the upper management for advances, limits, risk grades and dormancies.

• Maneuvered credit policies as per contract applications in business cycle, evaluated permissible credit limits on case-to-case basis
• Provided recommendations for incrementing, decrementing or terminating credit limits in view of credit history
• Evaluated permissible credit limit for clients, sanctioned the same, ensured that recommendation is within the compliance and frame work of bank's credit policy and yields returns commensurate with risk
• Ensured all service clauses are duly adhered to and all complaints are addressed within reasonable time frame
• Assisted in implementation of overall directions, process flow and standards in the department to deliver targeted results
• Performed post examination of all related documentation, maintained data base on TML platform, prepared agreements and reported cases posing financial risk to the management
• Monitored performance of granted credit facilities, reviewed pending files of credit to determine risk of errors based on daily and other periodic exception reports and controlled usage of approved facilities
• Maintained MIS on Pending Files (PD Error) and Approved files (Post Approval MIS) in order to keep them abreast of all credit control activities of the department
• Reviewed files of credit to determine areas of improvement in analysis, submitted the reports to the credit management for further action in policy and process with periodic meetings with CIC and Pre credit mangers