Vishal Jaffry

Key Achievements

• Oversea 3 different Markets across SEA region. Malaysia , Singapore and Philipines.
• Initiated and led the formation of the Collections Department from the ground up,
• Built the team from having Zero to currently 65 headcount strong. (In-house team)
• Hire , Train , Manage and Supervise 60 in-house collections agents , 4 Team Leaders and 1 Collections Ops Supervisor. I report directly to the Director of Collection at Atome HQ in Singapore.
• Monitor 4 DCA that manages high delinquent account for Atome, and ensure consistent performance based on targets set.
• Reduced delinquency rates through consistent monitoring and follow-up on overdue accounts from DPD 1 until DPD 180. Write-off is at DPD 181.
• Enhanced revenue recovery by implementing effective credit collections strategies.
• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Person in charged to liaise with important stakeholders and the Central Bank of Malaysia in getting collections operations and procedures Regulated.
• Knowledge on FDCPA and PDPA and ensures strict adherence to these Act's throughout day to day operations.

Key Achievements

• Manage and Supervise 47 In-house collections agents , 5 Team Leaders and Collections Outsource Supervisor. Reports directly to Director of Collections in Malaysia.
• Person-In-Charge in managing , overseeing and to constantly ensure all operations and collections performance are always being delivered while ensuring strict adherence to compliance and policies
• Successfully developed new Collections Strategy by using BigData during Covid-19 to maintain collections performance. Managed to retain and improve month to month collections performance by 15% vs Last Year same month comparison.

Key Achievement

• Initiated and led the formation of Collections Department from ground up, taking lead as the first Collections Leader that has even been hired by Grab MY.
• Spearheaded transformation of Collections Strategies by introducing innovative approaches that resulted in a substantial month-over-month increase in recovery rates.
• Hire, Train , Manage and Supervise 65 in house collection agents , 4 Team Leaders and 1 DCA Manager. I report directly to Director of Credit at Grab HQ in Singapore.
• Implemented process optimization initiatives, resulting in 10% reduction in operational costs while maintaining efficiency of collections performance.
• Built , set up and leverage on automation tools or software systems to enhance efficiency, accuracy, and scalability of billing and collections processes.

Key Achievement

• Train , Manage and Supervise 12 in house collection agents. Reports directly to Collections Manager situated in Malaysia.
• Handled Aging account from 1 to 60 days for Personal Loan Segment.
• In-charge of daily dialer setup and tabulation of daily flow rates as requested by management,
• To ensure that recovery rate on DPD 1-60 are within department target and to ensure minimal account flow to DPD 61
• Legal knowledge in managing AKPK customers , Bankrupt and Deceased Customers
• Managing staff attrition & ACR effectively.

Key Achievement

• Global Collections , region serviced : JAPA,EMEA,ANZ
• To ensure at least 3 DCA ( Debt Collections Agency) per region are appointed , all trainings are provided and to perform monthly account assignments to DCA .
• To be vigilant and taking quick action by adjusting collections strategy when required. Close monitoring on the DCA performance , requesting for productivity reports and all relevant performance report from the DCA to identify the performance gap.
• Prepare , Review and Reconcile weekly / monthly payment invoices to DCA, based on total overdue collected against the agreed commission rate between the Company and DCA.
• To maintain the relationship between DCA and to provide the related training and to ensure collections performance stays at optimum level while ensuring all compliance standards are met and complied.
• To manage contracts and legal bindings upon onboarding , during service and offboarding of all DCA as stated in the service contract.
• Managed to create a template using Macro in Excel to Automate invoice processing for DCA , which did significantly reduced processing time from 8 hours to only 45 minutes.

Key Achievement

• To process online payment remittance and to ensure that rejected payments are verified and re-applied accurately.
• To perform re balancing of amount by writing-off petty balance in customer accounts which are in overdue.
• Perform ad-hoc customer calling to obtain missing banking information to ensure payment is reapplied correctly.