Transformations are enticing! In a business environment where the only certainty is change – doing well means remaining ahead of competition continuously, by innovative strategies, total involvement 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/Financial 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 / Service 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.

1. Cover Letter
Dear Sir or Madam,
Transformations are enticing! In a business environment where the only certainty is change – doing well means
remaining ahead of competition continuously, by innovative strategies, total involvement 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/Financial 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 / Service 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
# 09999328815
e-mail – tarun.mathur77@gmail.com

2. TARUN MATHUR
Phone: +91-9999328815
Email: 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 objec tives, 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.

3.  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
externalchannelpartner
Managing 2 externalvendors
august,2012 – july,2014
august, 2011 – august,2012
HSBC Bank Portfolio Managed - HSBC Bank Credit Cards
Managing 1 BPO organization
(external)
3 years 3 months
Citigroup, Delhi Portfolio Managed – Citibank CreditCards Managing 1 externalvendor 5 months
Indiabulls Securities Ltd. Process management & sales Team Leader - In house 1 year 7 months
E-CALL International Process Management – Internationalsales Team Leader - In house 3 years
ICL - InternationalCreditsLtd. Sales - Home & PersonalLoans 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 documentation 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 underwriting 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 system 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 performance
and overall development.
 Ensuring the implementation of internal process & controls, audit checks.
 Auditing & ensuring successful implementation of processes.

4. 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.

5. 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