Cover Letter

Dear Sir or Madam,

Transformations are enticing! In a business environment where the only certainty is change – do-ing well means remaining ahead of competition continuously, by innovative strategies, total in-volvement as well as unparalleled commitment.

My recent profile(s) entail working for TATA Consultancy Services Ltd as Business Process Lead for an external channel partner for a corporate assignments pertaining to a Banking/Finan-cial Project.

I have the insight and experience to derive business excellence and thus, making a positive difference (but not restricted) in fields of Portfolio Management, Risk Management, Strategy Planning & Implementation, Channel Partner Management, Vendor Management, Setting up BPO, Organizing & Running BPO/Call centers, Process Trainings, Process Development, Recruitments & Selections, Audit Checks & Controls, Planning Rewards & Reorganization schemes for 12 years.

My primary area of expertise is Team Management, Customer Relationship Management, Strategy Planning as per the process requirements, Actively supporting the various internal department functions by constant exchange of feedback, I have good Leadership qualities, I have been Addressing Client, Vendor & customer issues in a timely manner with zero impact on process, Have been Establishing effective working relationship to maintain good relationship with the internal & external customers.

My experience in the corporate spectrum ranges from Bank / Financial Market / Ser-vice Industry / BPO

My strengths include people and time-management, strong communication & interpersonal skills, good analytical ability and logical reasoning. I am a go-getter and work hard to achieve my goals.

An opportunity will be welcome if it offers an ascending learning curve, as well as the prospects to hone my existing skill-set and further my experience of 12 years, along with creating value in my work environment.

The attached resume elaborates all the details with reference to my skills & experience.

I shall be available at the under mentioned contact number or e-mail.

Looking forward to a favorable reply

sincerely,

Tarun Mathur

# 09999328815e-mail – tarun.mathur77@gmail.com

TARUN MATHUR

Phone: +91-9999328815Email: tarun.mathur77@gmail.com

As an individual I believe in self improvement by aligning myself to the organisational goals for overall growth & development. I strive to provide proactive solutions to customer needs & focus

on teamwork for excellence in delivery of services.

Location Preference: Delhi, NCR

PROFESSIONAL SUMMARY

Over 12 years of rich and comprehensive experience in managing Banking & Financial Portfolios, Debt Management - Recovery, Sales & Marketing, BPO Operations, Strategy Formulation, Channel Management and Team Management.

Handling external channel partners & vendors. Last role was associated with TATA Consultancy Services Ltd. Competent in streamlining & improving existing processes, envisioning new methodologies, future

trends and driving development, direction and accomplishment. Strong track record of developing a performance-oriented culture and building highly cohesive &

motivated teams. A strategic planner with proficiency in devising various strategies for different process by building cost

efficient models. Able to effectively manage change through meticulous approach. Demonstrated abilities in handling the following:

* Portfolio Management * Strategy Formulation * Cost Effectiveness* Process Management *Channel Management * Training & Development * Recruitment & Selection * Audit & Control * Risk Management

THE BUSINESS SKILLS

Strategy Planning: Formulating business strategies, ensuring effective utilisation and deployment of available resources to achieve business objectives. Setting up operations with key focus on profitability & ensuring desired productivity.

Risk Management & Internal Control: Identifying threats under risk management from uncertain internal & external factors which may affect strategic, operational & financial objectives.Closely monitoring internal control procedures which help in counter threats & taking advantages of opportunities.

Team Management: Recruiting, training & monitoring the performance of teams to ensure efficiency in process, operations, achieving individual & group targets. Setting up objectives, designing & streamlining of processes to ensure smooth functioning of revenue generation and operations.

Customer Relationship Management: Addressing customer issues in a timely manner with zero impact on process. Establishing effective working relationship with vendors & maintaining good relationship with the internal & external customers.

Vendor Management:  Responsible for vendor team performance on a day-to-day basis. Drive improvements in all relevant metrics e.g. costs, turn-around-time, quality, productivity. Understand and make transparent operational decision making by analyzing impact and cost in delivery of newly defined operational processes. Accountable for all project Key Performance Indicators (KPIs) and timely delivery of all project activities. Manage vendor resources through regular engagement, process and performance reviews.

Key Points:

Evaluating & Improvising Risk Management & Internal Controls. Assisting organization in proper risk management & internal control in making decisions about the

level of risk the process/project can take & implementing the necessary controls to effective pursue of their objectives.

Four Dimensions of Operation - Handling Customers: Internal & External, Financials: Ensuring workstation productivity & vendor cost management, Internal Process & Compliance: Strict adherence to internal processes & compliance policies, People: Personal development for self, supervisors & staff.

Regular review of strategy and training requirements to ensure that the process techniques change with rapidly changing legal and economic situation.

Actively supporting the various internal department functions by constant feedback for improving the portfolio sourcing and involve new sourcing process.

Initiating & implementation of various R & R policies. Monthly hygiene & audit checks.

EMPLOYMENT DETAILS

Organization Nature of Job Role Duration

TATA Consultancy Services Ltd

Portfolio Managed - Mortgage Component Underwriting

Portfolio Managed - JM FARC Credit Cards

Business Process Lead for an external channel part-ner

Managing 2 external ven-dors

august,2012 – july,2014

august, 2011 – august,2012

HSBC Bank Portfolio Managed - HSBC Bank Credit Cards

Managing 1 BPO organiza-tion (external) 3 years 3 months

Citigroup, Delhi Portfolio Managed – Citibank Credit Cards

Managing 1 external ven-dor 5 months

Indiabulls Securities Ltd. Process management & sales Team Leader - In house 1 year 7 months

E-CALL International Process Management – International sales Team Leader - In house 3 years

ICL - International Credits Ltd. Sales - Home & Personal Loans Sales Executive 1 year 7 months

RPG Paging Services Ltd. Sales - Apparatus & Services Sales Executive 1 year 7 months

Responsibilities Handled: TATA Consultancy Services Ltd Mortgage Component Review Evaluate, approve, and underwrite complex consumer loans, adhering to company and industry

guidelines. Root cause analysis of all errors received as reworded, material, non-material, saleable, non-saleable

error of the team. Sending Rebuttal of the error received to the clients on a TAT basis. Mortgage underwriter is known for strengths in risk assessment, income/credit analysis and documenta-

tion review. Consistently commended for the timely and accurate completion of compliant loan packages facilitating

volume growth while preserving book-of-business quality. Comprehensive knowledge of underwriting guidelines and restrictions for conventional loan program

mortgages. Work collaboratively with team members to drive & deals to successful funding and close. Balanced the need for loan-volume growth with the equally important necessity of optimum underwrit-

ing quality to minimize risk while maximizing profitability. Ensured loan submittals met internal and external eligibility requirements. Provided meticulous attention to detail in underwriting mortgages. Evaluated the financial strength of

borrowers to determine risk and repayment capacity. Serve as a subject-matter expert, assisting with difficult problems and questions, handling escalated

cases. Mentor new hire underwriters on decision-making and departmental processes and policies, and provide

performance feedback to their supervisors.

Responsibilities Handled: TATA Consultancy Services Ltd JM-FARC

Managing JM FARC delinquent credit cards portfolio for North & East India.

Managing recovery through 2 outsourced call centres based in Delhi. Responsible of setting up targets; planning and developing tele-calling & skip tracing strategy for the

team. Capacity planning as per the allocation strategy. Responsible for payments collection Pan India & getting them deposited as per the TAT. Responsible for CMS (cash management system), tracking all the payments are getting uploaded on sys-

tem on time & are also getting deposited within the TAT. Keeping a track of clear & bounced payments, publishing MIS & circulating them on regular intervals. Responsible for expense control by designing cost & performance effective vendor payout grid. Provide coaching, training and direction to supervisors for better telecalling & skip tracing tools for per-

formance and overall development. Ensuring the implementation of internal process & controls, audit checks. Auditing & ensuring successful implementation of processes.

Responsibilities Handled: HSBC Bank

Started the pilot batch with 20 tele-calling seats in August 2008 & grew up to 100 tele-calling seats buy the end of the year 2008.

Recovery through outsourced call centre which is equipped with state of art modern recovery tools. Managing Pan India recovery portfolio through the team of more than 160 people (100 tele-callers, 10

team leaders, 9 pickup coordinators, 32 feet on street, 2 MIS executives, 3 auditors, 4 quality analysts & 3 floor managers).

Working closely with national collections team for collections strategy development & implementation. Responsible of setting up Weekly/Fortnightly/Monthly Recovery & MRR% targets region wise & location

wise; and planning and developing tele-calling strategy in order to achieve the desired results. Capacity planning and gap tracking for the tele-calling team -- involves projecting the requirement of

outsource staff across India, based on various assumptions Responsible for collections budget & expense control, by designing cost & performance effective vendor

payout grid. Also responsible to meet preferred cost of collections/operations. Provide coaching, training and direction to supervisors for better performance and overall development. Managing performance by using effective management tools. Ensuring the implementation of internal process & controls, audit checks. Conceptualisation & execution of incentive plans for Staff & vendors. Identify and resolve relevant operational risks and issues, and ensure they are escalated to the higher

management as appropriate. The costing to recovery ratios of call centre today competes with the any variable delivery channel.

Responsibilities Handled: Citigroup, Delhi

Managing the delinquent Citibank portfolio in Delhi for personal loans. Preparing & coordinating for ACM documents (Agency Management Process) Handling External Agency for tele-calling & collection purpose Trails upload on a daily basis from agency To ensure that high quality is delivered to all Customers To lead, motivate, coach and develop staff for supervising team, tele-calling & other process related

activities Contribution towards planning and management of the team as a whole and support achievement of the

operational business objectives by ensuring that the team meets all agreed targets Developing requirements for team, hiring, coaching Ensuring every team member has knowledge & expertise in the process & system in their unit Constantly monitoring the tele-caller & collectors & ensuring the implementation of policies. Auditing & ensuring successful implementation of Bank processes with nil audit comments.

Responsibilities Handled: Indiabulls Securities Ltd. Handling tele-calling teams who were engaged in various calling processes for sales of insurance,

verification while account opening, re-allocation of clients, receiving contract notes for trading & calling done for dormant accounts.

Auditing calls: To check the authenticity of the information provided by our agents to the clients. Maintaining attendance report & leave trackers. Hourly tracking team & agent productivity report for better results. Preparing agent’s goal sheet. Giving quality feedback to agents on regular intervals. Updating Agent’s Evaluation Sheet. Closely monitoring Dialer Reports. Coaching & Training the agents. Coordinating with other concerned departments to resolve flaws in the process.

Preparing daily checklist for agents.

Responsibilities Handled: E-CALL International Joined E-CALL International as a sales officer for U.S. based clients. In six months got promoted as the verifier & key responsibility was to verify the sales & taking

authorization for payments from the customers. In further six months got next promotion as a Team Leader & was handling a team of 10 agents. Preparing month wise AES (Associate Evaluation Sheet) where 70% weight age given to sales target,

20% on login hours and 10% on quality scores. Preparing call monitoring records for associates to ensure quality sales & evaluate them. Applying different R&R policies in the team Proper maintenance of attendance and always match with requirement minimum number of associates

logging in on a daily basis. Checking of leave records and on a daily basis taking motivational huddles to provide extra boost to the associates and appreciate all the top performers for the day.

Maintaining average sales per hour, average talk time of the associates, average wrap up time, average contacts per month.

Keeping tracks of highest number of sales, login hours and rewarding accordingly. Giving presentation to the clients in regards to the process and mailing them proper minutes of the

meeting.

Responsibilities Handled: ICL – International Credits Ltd.

Dealing with individual & corporate customers exclusively for home loans & personal loans. Generating prospects through hard core tele-marketing. Converting cold calls to hot calls for sales & future prospects. Maintaining strong database for follow-ups. Visiting prospective customers for documentation & other formalities.

Responsibilities Handled: RPG Paging Services Ltd.

Responsible for meeting targets by selling pagers, paging services and value added services to individual & corporate customers.

Hard core tele-marketing and intensive cold calling for higher productivity. Making channel of sub-dealers with dealers to facilitate quantitative growth. Maintaining strong database for follow-ups. Organizing road shows and promotional campaigns for corporate & clients. Maintaining strong database for follow-ups. Visiting prospective customers for documentation & other formalities.

EDUCATION

1 Year PGDBM (Post Graduation Diploma in Human Resources) from IMT, Ghaziabad. Bachelor of Arts, Delhi University. School – DPS R.K puram

TRAINING ATTENDED

Anti Money Laundering (AML) & Compliance. Information security. Customer Focus Negotiation Skills (CFNS). Fraud Awareness. Interviewing skills workshop. Appraisal & goal setting workshop. Art of delegation. Portfolio management Basics.

PERSONAL DETAILS

Date of Birth : 1oth October 1977 Address : B-6/77, Pharma Apartments,

88,I.P.Extension, Patparganj, Delhi - 110092 Language Proficiency : Hindi, English & Punjabi References : On request

Date:

Place: Tarun Mathur