Yashesh Palany

• Foster and actively contribute to a culture of high performance and accountability
• Address compliance and performance issues in accordance with the bank's consequence management protocols
• Ensure the efficient execution of daily operational activities, with a focus on meeting financial, client, and stakeholder expectations
• Promote and sustain a high-performance culture while delivering exceptional service to clients
• Monitor staff productivity in relation to KPIs and established targets
• Implement performance improvement plans when performance falls short of expectations
• I contributed to setting new targets in collaboration with GRR, utilizing performance data and past trends to inform the decision-making process
• Managing a delinquent portfolio valued at approximately 500M monthly, spanning personal loans, personal cash loans, and auto loans
• Perform regular call monitoring of staff and collaborate with the quality team to ensure calls meet exceptional standards, while tracking agents' improvements over time based on historical performance
• Serve as a liaison between managers, transformation team, and other departments to ensure effective communication and coordination
• Support management by preparing and delivering analytical reports
• Capture and distribute key discussions, action items and decisions from project meetings
• Ensuring accountability and timely execution of tasks to keep projects on track and align with deadlines

• Mitigating recurring delinquency by negotiating realistic and manageable debt repayment plans
• Negotiating settlements to recover the maximum possible percentage of outstanding debt
• Implementing debt recovery plans in compliance with Central Bank policies and engaging with debtors via telephone to negotiate recovery terms
• Collaborating with cross-functional departments to develop effective debt collection strategies
• Collecting and forwarding hard copies of all relevant documents, payment plans, and payments to the warehouse for record-keeping
• Maintaining electronic records of all documents, payment plans, and payments made for efficient tracking
• Utilizing publicly available resources such as credit bureaus, databases, loan documents and background checks to locate defaulters
• Initiating legal actions when debt recovery efforts are unsuccessful
• Purging records for debts that have been settled or cleared

Sales Team Lead at Etisalat (Channel Partner), 07/2015 – 06/2016

• Supervise, train, and motivate a team of tele sales representatives to drive performance and achieve targets
• Set clear performance goals and monitor both individual and team progress towards meeting them
• Conduct regular coaching sessions, providing constructive feedback to enhance team skills and performance
• Monitor sales calls to ensure adherence to scripts, guidelines, and company standards
• Identify and implement strategies to improve conversion rates and enhance customer engagement
• Analyze sales data and generate comprehensive reports for management review
• Track key performance indicators (KPIs), including call volume, conversion rates, and revenue generation
• Address escalated customer concerns, resolving issues in a timely and effective manner
• Ensure exceptional customer service to foster long-term relationships and loyalty
• Facilitate regular team meetings to review updates, challenges, and achievements
• Accountable for achieving a 30% increase in team sales within six months

Collections Team Lead, 07/2016 – 04/2018

• Assign newly identified skip, non-contactable, and written off accounts to collectors for follow-up
• Manage the volume of calls and contacts in line with department targets and monitor customers' commitment to payment
• Track and locate non-contactable and skip accounts through diligent follow-up efforts
• Encourage collectors to maximize recovery while maintaining control over waivers on outstanding balances
• Arrange meetings with customers to negotiate and resolve their outstanding accounts
• Coordinate with reporting bankers to file police notifications in the relevant countries and issue legal notices
• Work with reporting bankers to initiate criminal or civil cases against delinquent accounts locally
• Prepare daily and weekly progress reports, including performance trackers to assess team and individual performance
• Review collection management information systems (MIS) to assess personal effectiveness, productivity, and efficiency
• Provide the Country Head with feedback on market insights and trends, acceptance criteria and benchmarks, relevant information to streamline processes and mitigate credit risk, adherence to queuing strategies and protocols

• Liaising with Business Relationship Manager for any exception handling to provide quick resolution to business clients across Australia
• Assisting Business Development Managers from various states in Australia for smooth provisioning of sales
• Providing end-to-end resolution to Dealer and Retail channel with clients’ enquiries
• Coordination of personnel and material logistics movements within Australia
• Monitoring and handling escalation desk and escalation emails
• Liaison with internal departments regarding all aspects of Australia operations management
• Conducting process training for various departments in operations management as a Loan Trainer
• Conducting handset audits and credit audits for business channel in Australia
• Collation of business clients’ information in preparation of proposal of sales
• Coordinating and providing timely reports to business clients’
• Responsible to follow up on and expedite all escalations received from business clients’
• Supervising floor activities in place of the seniors
• Take on added responsibility in case of excess workload

• Handling retail and commercial bank responsibilities for Lloyds TSB, UK:
• Dealing with customer complaints that can’t be solved by the frontline staff
• Implementing the new products, services and processes devised by head office
• Ensure customer requests are responded within 24 working hours in 95% of the cases
• Ensure that cases of errors due to wrong processing of applications (insurance, loans, cards etc.) are less than 2% cases per year
• Understanding Customers’ needs and accordingly recommending them tailor made accounts
• Also recommending Customers Cash Management by helping them with Equity Loans and personal Loans
• Solving account related queries
• Responsible for monitoring of the quality, related to product and language issues for the entire team
• Responsible for logging highest sales in terms of pound value consistently for three months

• Respond promptly to customer inquiries
• Deal directly with customers face to face
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Promote GPRS and MMS services
• Perform customer verifications
• Set up new customer accounts
• Process orders, forms, applications and requests
• Keep records of customer interactions and transactions