Chithra Narayanan
Senior Credit Control Lead - Telecom
Doha,Qatar
Summary
Senior Credit Lead with a banking background working in telecom sector having over 11 years of experience with strong analytic skills, problem solving capabilities while also demonstrating clear ownership that is required in the job role. Outgoing and detail- oriented, proficient at building and maintaining professional relationships, adept in decision making while meeting deadlines effectively. Handled multiple cross-functional projects apart from the regular KPI related ones, thereby having a multifaceted experience.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
VIP Collection & Credit Control Senior Lead
Vodafone Qatar
Doha, Qatar
03.2021 - Current
- The Credit Control Senior Lead is responsible in ensuring that the credit policy is adhered to end to end, also supporting, achieving and exceeding key Collections KPIs. This role is also responsible for driving collections within VIP services.
- Crunching data, understanding trends, and finding patterns that provides a host of correlations about the debt portfolio thereby recommending initiatives to reduce bad debt.
- Identifying gaps in systems and processes and thereby arresting any bad debt leakage.
- Attending GTMs and gathering in depth knowledge about product and processes to ensure that credit risk is addressed.
- Undertaking necessary dunning actions to reduce bad debt as well as the calls landing at the call center.
- Understanding patterns and correlating to any business decisions that would enable to improve payment behaviour among customers.
- Cross functional engagement through multiple projects within Vodafone Qatar, touching KPIs across the business thereby driving continuous process transformation.
- Creating smart dashboards through BI data integration and insights gathering so as to develop the desired output within credit control area.
- Manage, Align and review KPIs under credit risk with other key stakeholders within business. Work closely with internal teams thereby ensuring continuous improvement to fix gaps if any.
- Management and participation in credit risk reviews, governance and monitoring. Manage customer disputes and complaints in order to get resolution and continuously improve customer experience.
Credit Lead
Vodafone
Doha, Qatar
10.2015 - 02.2021
- This role is responsible for defining the VF-QA credit policy, assessment / monitoring of credit limits and to ensure cross-company compliance to the policy so as to minimize bad debt risk and financial exposure.
- Accountable and responsible to cross-company compliance to credit policy through regular reporting and analysis.
- Conduct credit limit reviews of customers based on payment patterns, age on network and usage.
- Responsible to ensure all exceptions to policy are approved, tracked and monitored.
- Highlight to senior management critical incidences of non-compliance to policy where appropriate also make decisions.
- Provide operational support to the business (Collections, Care, Sales and Retail) on credit related matters as required.
- Assist with negotiation of customer disputes including settlement disputes where required and approved.
- Responsible for aged debt reporting and analysis, also ensuring that report is accurate.
- Responsible for regular write off of unrecoverable bad debt after all recovery efforts have been carried out or where the recovery process is not cost effective to continue.
Accounting Assistant
Al Shaibeh Establishment
Doha, Qatar
06.2014 - 07.2015
- Preparing & posting journal entries and managing ledgers.
- Administering accounts receivable and accounts payable.
- Preparing and issuing vouchers, invoices, cheques, account statements, reports, and other records when needed.
- Well-versed with Accounting Software “Pioneer Plus”.
Credit Manager
Central Bank of India
Cochin, Kerala
07.2010 - 03.2013
- Designated as the appraising and recommending authority for Retail and Corporate Loan credit limits.
- Held responsibility for monitoring key accounts so as to alert the Branch Head to take necessary preventive/corrective Measures.
- Branch incharge forhandling loans and deposits portfolio of the branch, to the tune of 45mn USD in the FY 2012-13.
- Conducting Loan Review Mechanism to ensure compliance of all terms and conditions of sanction, conducting routine Internal Rating of accounts using Risk Based Assessment tool developed by CRISIL, ensuring that Insurance and External rating are in force.
- Ensuring proper documentation of Loans along with creation of Equitable Mortgage, and Registration/Modification of Charge with Registrar of Companies.
- Conducting periodical inspections of client warehouse, routine surprise checking of branches including surprise verification of cash at Currency Chest.
- Confer with clients and other consortium or multiple banking bankers to exchange credit information.
- Ensuring Audit compliance and preparing Closure reports on Credit Audit, Internal Audit, Stock Audit, Statutory audit and Concurrent Audit.
- Issuing and renewing of Bank Guarantees for Corporates in favour of Government authorities locally.
- Branch System Administrator for Delivery Channels such as Internet Banking, Mobile banking, SMS Banking and ATM.
- Developing and maintaining commercially productive relationships with both new and old clients.
- Branch had received low risk rating for the two Internal Audits held in the year 2012, as a result of proper functioning of the Credit Department.
- Bank was the Corporate Agent for Life Insurance Corporation of India (Branch was awarded as BIMA Bank for canvassing Life Insurance Policies in February 2013)
- Extended active co-operation to the Chief Manager of the branch and provided proper liasioning with other departments of the branch thereby ensuring smooth flow/functioning of the branch.
- Imparting “On the job training” for new recruits and probationary officers in areas of credit and operations.
- Conducted Loan fairs annually in the retail segment showcasing Education Loans, Housing Loans and Vehicle Loans.
- Attended one week work shop on areas of Foreign Exchange Business and Regulatory Requirements under FEMA 1999 conducted under the auspices of Reserve Bank of India and FEDAI by The Federal Bank.
Education
CIMA (Management Level)
Certified Institute of Management Accountants CIMA
Doha, Qatar 12.2014 - 02.2016
MBA - Finance & Marketing
VIT University
Vellore, Tamil Nadu 07.2008 - 04.2010
Bachelor of Commerce - Commerce
Dr. G R Damodaran College of Science Coimbatore, Bharathiar University
Coimbatore 08.2005 - 04.2008
Skills
Team leadership and direction
Accomplishments
- Awarded Shukran Star in the FY 2015-16 for remarkable work on improving the credit policy compliance to 98%, which has also helped in improving the quality of sales significantly thereby reducing the never paid percentage to 7% from 12%.
- Awarded Shukran Star again in 2022 for excellent performance.
- Rated as "Consistently Outstanding Performance 5/3" for the year 2021.
Projects
2018
- Project Team Lead for “Credit Scoring” of post-paid customer base. The credit scores are being used in regular allocation of calling list to agents, thereby contacting the right customer to make payment so that the account does not result in bad debt
2021
- Intent Owner of “Voice of Customer – Bill Amount” project aimed at eradicating calls on Bill Amount enquiries, achieved 30% reduction in calls that year and was well appreciated.
2022 (ongoing)
- Team Lead in creating a dashboard on credit risk calling (scenario based) along with BI team. The dashboard aimed in identifying customers with higher probability of default and contacting them proactively in order to manage credit exposures more efficiently.
- Project Team Lead for “Enhancing bill due date payment performance for SME and SOHO (Small Office/Home Office) setups”.
- Intent Lead of “Voice of Customer – Bill Explanation” project aiming at eradicate calls on Bill Explanation enquiries.
Timeline
VIP Collection & Credit Control Senior Lead
Vodafone Qatar
03.2021 - Current
Credit Lead
Vodafone
10.2015 - 02.2021
CIMA (Management Level)
Certified Institute of Management Accountants CIMA
12.2014 - 02.2016
Accounting Assistant
Al Shaibeh Establishment
06.2014 - 07.2015
Credit Manager
Central Bank of India
07.2010 - 03.2013
MBA - Finance & Marketing
VIT University
07.2008 - 04.2010
Bachelor of Commerce - Commerce
Dr. G R Damodaran College of Science Coimbatore, Bharathiar University
08.2005 - 04.2008
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