Chetan Sarvari

Experience

• 

  Aegis

  Feb 2004 - Aug 2010

  Team Lead

  • Conducted quality assessments and audits to ensure adherence to established quality standards and compliance requirements. • Led a team of 16 members dedicated to collections for a UK-based bank, specializing in delinquent Credit Cards within the 0 to 90 days range. Additionally, managed collections for US telecom and US Personal loan processes within the same organization.• Oversaw the development and performance of Mentees and new hires, employing data-driven insights to monitor calls, provide targeted coaching, and mentor New-Hire-Trainees and bottom performers. Managed floor escalation calls and represented the portfolio in Focus group discussions to drive continuous improvement initiatives.• Conducted "Skip" tracing and systematically gathered financial information about debtors to facilitate efficient debt recovery processes. Employed asset reconstruction techniques, such as reorganizing home equity and prioritizing bill payments, to extract debt amounts for American Clients.• Utilized IBM platforms (RAMP, CACS) for information management, ensuring accurate and efficient processing of online payments and streamlining data workflows to enhance operational effectiveness. Show less

• 

  Encore Capital Group

  Sept 2010 - Mar 2014

  Group Manager

  • Conducted quality assessments and audits to ensure adherence to established quality standards and compliance requirements. • Led a team of 15 full-time employees for a USA-based 3rd party collection company specializing in Charged off accounts for banks and telecom companies. Utilized data analysis techniques to identify trends, patterns, and opportunities for optimizing debt collection strategies.• Managed Mentees and new hires, leveraging data analysis to monitor calls, identify performance trends, and provide targeted coaching to team members. Mentored New-Hire-Trainees and bottom performers, utilizing data-driven insights to enhance their skill development and performance.• Conducted asset reconstruction to extract debt amounts for American Clients, employing data analysis techniques such as home equity reorganization, bill payment prioritization, and utilization of social security data to maximize debt recovery.• Processed online payments while working on GUI (Graphical User Interface), leveraging data analysis skills to ensure accuracy, efficiency, and security in processing financial transactions. Utilized data insights to optimize payment processing workflows and minimize errors.• Prepared comprehensive quality reports and dashboards, highlighting key metrics and trends for management review.• Assisted in the development and implementation of standard operating procedures (SOPs) and quality management systems (QMS).• Implemented quality control measures, including the development and execution of test plans, test cases, and quality checklists.• Conducted root cause analysis and implemented corrective actions to address quality issues and prevent recurrence.• Crafted full-scale training programs with presentations, handouts, and interactive exercises for impactful learning. Led engaging sessions, ensuring active participation and knowledge retention. Assessed training effectiveness, refining content for continuous improvement. Show less

• 

  Home Credit India

  Apr 2014 - Aug 2014

  Assistant Manager

  • Utilized analytical skills to effectively manage Service delivery levels of processes with 6 reporting team leaders, achieving a remarkable 90% loan recovery rate through data-driven strategies and performance analysis.• Conducted business reviews (QBR/WBR/MBR) with the VP & AVPs of the processes, leveraging analytical insights to drive data-driven decision-making and identify opportunities for operational enhancements.• Spearheaded the creation of a Knowledge Transfer program for new processes, leveraging data analysis to identify key knowledge gaps and training needs, ensuring seamless onboarding and knowledge sharing within the team.• Addressed escalations and concerns related to both business and personnel, utilizing analytical techniques to identify root causes and implement data-driven solutions for continuous improvement.• Introduced the Performance Improvement Plan (PIP), leveraging data analysis to identify and improve the performance of individuals not meeting their targets month on month, driving performance optimization and goal achievement.• Managed daily operations and hygiene of the division, leveraging data expertise to coach and mentor team members, ensuring adherence to best practices and standards.• Led the transition of the entire process from Manual Calling to Dialer, leveraging data analysis to optimize collections strategies and enhance efficiency, resulting in increased collections and operational effectiveness. Show less

• 

  Freelance, self-employed

  Dec 2014 - Dec 2015

  Freelance Consultant & Recruiter

  • Collaborated with various consulting and recruitment firms as an independent freelancer, specializing in talent acquisition for Oil Producing Companies in the Middle East and East Africa.• Successfully sourced and placed candidates including Engineers, Refinery Managers, Marketing Managers, Sales Managers, and Generator Maintenance & Operators for companies operating in the Edible Oil sector and Exmpor Advance Business Co. Ltd.• Provided recruitment services to both International and Domestic BPOs, securing placements for executives, Team Leaders (TLs), and Assistant Managers, contributing to the growth and efficiency of their operations. Show less

• 

  Karvy

  Jan 2016 - Nov 2016

  Lead Sales Manager

  By embracing the role of a servant leader, focused on removing obstacles, facilitating team decision-making, and fostering continuous improvement while overseeing the comprehensive operations of the Call Centre at Karvy Financial Services across North India, spanning 21 branches in New Delhi, Punjab, Haryana, Uttar Pradesh, and Rajasthan.Directing the entire segment specializing in Loan against Property and Loan against Gold across these branches, ensuring efficient and compliant service delivery.Managing end-to-end responsibilities including target setting, recruitment, training, payroll administration, audit compliance, and the publication of Management Information System (MIS) reports for all 21 branches.Spearheading vendor coordination initiatives with platforms such as JustDial and Askme to acquire and filter leads for Loan against Property, subsequently liaising with Field Sales Officers (FSOs) for case updates until disbursement completion.Worked and developed an Excel macro and standardized reporting templates, resulting in efficient data collection and reduction in turnaround time.Worked on and presented several reporting decks and reporting tool with brief description for senior management. Maintained and publish regular reporting to business leadership.Facilitated resource hiring, secured workplace set up, branding, project SLA and targets for new projects.Defined, monitored, and worked on targets, key parameters of various tasks, timeline, and high-risk areas for team member to meet project objective.Implemented a set of comprehensive tracking process to monitor project performance. Define key performance parameters and create regular variance reports to track progress.Identified and worked on areas in need of improvement through workshop development.Managed Internal and external audit for successful closure.Provided ongoing support and coaching to employees to reinforce training concepts and improve performance. Show less

• 

  Concentrix

  Nov 2016 - Mar 2018

  Project Manager

  With high level of proficiency in project planning, organization, and execution, ability to define objectives, create comprehensive project plans, efficiently manage resources, and closely monitor progress, strong leadership skills to effectively guide-motivate project teams, resolve conflicts, and make crucial decisions, worked on various projects for esteemed Concentrix clients, including Axis Bank.Applied advanced data analysis techniques to identify trends and patterns in collections and pre-collections portfolios for Axis Bank, enabling strategic decision-making processes. Collaborated closely with data engineers to develop automated data pipelines for efficient ETL processes, enhancing reporting accuracy and timeliness.Utilized data analytics to evaluate the performance of Pre-Collections & Collections segments across various loan types nationwide, identifying improvement opportunities and implementing data-driven solutions. Worked alongside data engineers to design and implement scalable data architectures for storing and processing large loan datasets efficiently.Leveraged data-driven insights to optimize service level agreements (SLAs) with SMEs, collaborating with data analysts to develop predictive models for forecasting loan recovery rates and mitigating risks. Partnered with data engineers to deploy machine learning algorithms for real-time monitoring of loan recovery metrics, ensuring SLA compliance.Worked on critical Research and Financial Analysis – Gross Margin Analysis, Forecasting on Monthly & Quarterly Revenue Analysis, Account Plan, Spend Analysis, Volume Discount, Trend Analysis & Audit Queries.Incorporated data analytics into business reviews (QBR/WBR/MBR) with clients and Delivery Process Executives, collaborating with data engineers to develop interactive dashboards and visualizations for presenting key performance indicators. Integrated data from multiple sources using data engineering techniques to ensure data quality and consistency Show less

• 

  GlobalLogic

  Mar 2018 - now

  Assistant Manager

  As a dynamic project manager at GlobalLogic, spearheaded strategic initiatives across various applications, leveraging my expertise in content engineering, artificial intelligence, machine learning, analytics to drive innovative solutions and enhance user experiences.Leading a large-scale initiative in Machine Learning Data Operations for a prominent search engine, orchestrated the delivery of meticulously annotated data sets, optimizing smart devices, mobile devices, searches, and accessibility.Utilizing advanced analytics techniques like Time Series Analysis and Cluster Analysis, analyzed project performance metrics, enabling data-driven decision-making and continuous process optimization.Implementing DMAIC and Scrum methodologies, achieved notable efficiency gains across projects, demonstrating proficiency in process optimization and continuous improvement techniques.Driving key program metrics aligned with business objectives, implemented process and quality improvement tools such as Six Sigma, Lean, TQM, and BPM, resulting in delighted customer experiences.Developing robust reporting mechanisms, contributed to revenue growth while ensuring compliance with audit and governance activities to mitigate operational risks.Conducting comprehensive risk assessments, implemented mitigation strategies to proactively address challenges, ensuring timely and successful project delivery.Collaborating cross-functionally, defined project scopes, deliverables, timelines, ensuring alignment with business objectives and client requirements.Expertise client communication, expectations, addressed inquiries, ensured client satisfaction and project success.Leveraging strong interpersonal skills to built effective working relationships, driving consensus on project priorities and objectives.Developing/maintaining project documentation, ensured transparency, and adherence to project milestones/deadlines. Show less