Ashish Tiwary

Senior Collection & Legal Operations Specialist| Expert in Debt Recovery, Strategy, and Compliance

: +91-9560793366 | : [email protected] | Gurugram, In | LinkedIn

Offering ~20 years of expertise in driving operational excellence, strategic collection management, and legal compliance across the banking
and financial sectors. Adept at leading high-performance teams, leveraging data-driven insights to enhance collection efficiency, and
resolving complex customer escalations with a focus on maximizing recovery while ensuring regulatory adherence. Proficient in developing
and implementing robust collection policies, optimizing legal strategies like SARFAESI, and maintaining strong stakeholder collaboration.
Proven track record of improving performance metrics, fostering customer satisfaction, and navigating legal frameworks to achieve
organizational goals. Skilled at fostering stellar business relationships with teams to provide compelling value to stakeholders.

KEY SKILLS
Collection Operations & Strategy | Legal Operations | Delinquency Management | Legal Strategy | Debt Management (secured &
unsecured products) | Data Analytics & Reporting | Stakeholder Management | Customer Servicing | Escalation handling |
Communication & Negotiation Skills | Leadership & Team Building | Quality Assurance | Performance Tracking | Payment Recovery
| Reconciliation Processes | Customer Complaint Resolution | SARFAESI Management | Compliance Management | Regulatory &
Statutory Legal Reporting | Group Compliance & Audit | Vendor Management | Sales & Operations | Training & Development

PROFESSIONAL EXPERIENCE
ICICI Bank Limited Location, India | Apr’08-Present
Growth Path
Unit Head- Legal Operations-SARFAESI | 2019-Present
Regional Collection Manager- HL Delhi NCR | 2018-2019
Regional Collections Manager (Credit Cards) | 2012-2018
Area Collections Manager (Credit Cards Flows) | 2008-2012

Unit Head- Legal Operations-SARFAESI | 2019-Present

• Led SARFAESI action on delinquent home loan accounts, increasing legal filing coverage from 67% to ~90% within 6 months.
• Ensured speedy distribution of eligible pool amongst team members for quick turnarounds
• Ensured accuracy and timely issuance of legal notices, including 13(2) notices, for the entire eligible pool.
• Ensured self-checking of all high POS 13(2) for 2nd layer of checking
• Achieved ~80% symbolic possession coverage on accounts progressing to the next stage of SARFAESI in coordination with the field team.
• Introduced maker and checker mechanisms in most of the important processes.
• Managed coordination with the field team & external lawyers to ensure no missed court dates, timely DM orders, and account resolutions.
• Oversaw transitions from symbolic to physical possession and ensured smooth handover of properties for disposal, maintaining
a 14-day TAT for most cases.
• Handled vendor management, billing, and allocation to support SARFAESI processes.
• Conducted regular reviews of legal cases both by and against. Ensured eligible cases are moved towards settlement to curtail
cost and enhance customer experience.
• Escalation management both from police and customers
• Regular interactions with field collections, often involving extensive travel, team to review portfolio and take necessary
actions wherever necessary.
• Acting as a support team to facilitate collections and with adherence to the laid-out guidelines.
• Court cases management such that no case is missed
• Review of legal numbers to ensure delivery as mandated by seniors.

Regional Collection Manager- HL Delhi NCR | 2018-2019

• Managed the common borrower portfolio, ensuring all customer relationships remained non-delinquent in GNPA cases.
• Coordinated across product verticals as the single point of contact (SPOC) for customer queries, enhancing customer
satisfaction and relationship management.
• Ensured timely collections before NPA status.

Regional Collections Manager (Credit Cards) | 2013-2018

• Managed credit card collections across buckets from flows to recovery (60 DPD, 150 and also 540+ DPD) for INR 100+ Crore portfolio,
through agencies and direct team.
• Allocated debtors, tracked daily FOS movements, and monitored debt resolution Rates (DRR) to ensure target achievement.
• Tracking daily visits and productivity
• Ensured achievement of key deliverables like flow rates and CE
• Identified high-risk cases for legal actions.
• Resolved customer escalations, working in coordination with regulatory teams, RBI Banking Ombudsman and internal teams
for faster and better resolution.
• Developed and implemented collection strategies from time to time, driving efficiency and recovery.
• Ensured agency compliance and hygiene through regular performance reviews.

Area Collections Manager (Credit Cards Flows) | 2008-2013

• Managed credit card collections for X Days Past Due (DPD) accounts across the Delhi NCR.
• Optimized FOS allocation based on handling customers of various DPDs, negotiation skills, and product knowledge
• Ensured portfolio coverage through timely allocation (both at agency and FOS level)
• Developed tailored strategies for non-contactable (NC) cases, including alternate timing and cross-border calling approaches.
• Identified high-risk cases for legal actions (DLN, LRN, Section 138, Lok Adalat) and collaborated with legal and operations teams
on lien marking, card unblocking, and VIP tagging.
• Intensive field visits individually and along with team, NC, and Skip allocation.
• Conducted weekly reviews on productivity, attrition, and capacity-building initiatives to maintain a high-performing team.

Legal Operations & SARFAESI Compliance Management

• Leading legal operations and strategy across PAN India while ensuring robust legal frameworks and adherence to government
rules and regulations.
• Adhering to regulatory requirements, including statutory legal reporting and managing group compliance audits.
• Overseeing regulatory escalations with the Reserve Bank of India (RBI) and other authorities to resolve issues promptly.
• Monitored and implemented SARFAESI (Securitisation and Reconstruction of Financial Assets and Enforcement of Security
Interest) Act provisions for home loans in the North region, ensuring 100% legal coverage on all eligible accounts.

Risk Management & Legal Optimization

• Conducted comprehensive reviews of non-eligible pools, converting them into SARFAESI-eligible assets.
• Optimized SARFAESI-related activities to achieve cost efficiencies while maintaining strict legal compliance.
• Ensured accuracy and legal robustness in notices, maintaining strong internal processes to mitigate legal risks.

Team Leadership & Vendor Management

• Led the best-performing zone in India by managing a high-performance team responsible for curing overdue accounts across
both secured (Home Loan) and unsecured (Credit Card) products.
• Supervised day-to-day operations of the collection team, including call monitoring, quality assurance, coaching, and feedback
to improve performance.
• Supported collection managers and agents by providing data analysis, reports, and tools to enhance productivity.
• Managed vendor relationships, overseeing their manpower, & payments, and ensuring seamless collaboration with external agencies.

Customer Escalations & Conflict Resolution

• Managed customer escalations with a focus on timely and professional resolution of disputes, including payment delays and
delinquency issues.
• Negotiated with customers to resolve payment disputes, ensuring favorable outcomes for both the bank and clients.
• Provided frontline support for complex customer issues, escalating cases to senior authorities when required.

Performance Monitoring & Reporting

• Generated and analysed collection reports to track team performance, productivity, and operational efficiency.
• Prepared and presented detailed monthly performance reports to senior management and stakeholders, offering actionable
insights for continuous improvement.
• Conducted field visits, agency reviews, and portfolio assessments to ensure high-priority accounts were addressed in a timely manner.

Billing & Financial Reconciliation

• Managed billing operations (both online and offline) for various products and services, ensuring accuracy and timely collection.
• Oversaw invoicing, payment collection, recovery, and reconciliation processes, driving financial efficiency and alignment with
business objectives.

EARLY CAREER

Assistant Manager | Tilda Rice Land and Other Companies Gurgaon, In | 2000-2007

EDUCATION
• Graduated in Life Sciences in 1996 | University of Pune
• MBA in Marketing | Pune University | 2000