Muthu Kumaran

Lead nationwide business operations and organisational strategy to maximise profitability and service excellence. Design and execute recovery strategies for telecom, financial services and banking portfolios, managing end-to-end SLA/TAT delivery for 30+ PAN-India corporate clients.

Spearheaded zonal recovery operations across six southern states with full ownership of OD and NPA performance. Built analytics-driven recovery plans, introduced MIS dashboards for real-time monitoring, and coordinated legal recoveries for critical cases.

Drove regional recovery strategy for 90+ bucket cases across three key southern markets, including skip tracing, repayment counselling, and recovery drives. Partnered with legal teams and FCU to support NPA litigation workflows and detect suspicious/fraudulent transaction patterns.

Managed operational delivery for 30+ corporate accounts across BFSI, telecom, media and FMCG verticals while ensuring 100% SLA/TAT adherence. Owned onboarding, forecasting, budgeting, cost optimisation, and implemented risk mitigation across people, quality, compliance and infrastructure.

Led a network of 12 agencies, 50 tele-callers, and 230 field executives across five vertical team managers. Achieved <4.5% circle-wise bad debt, secured 35% recovery from 61–90 buckets, maintained 25% retention in suspended segments, and kept CSAT above 90%.

Managed revenue assurance, billing, agency performance and retention for the zone by recruiting, training and managing agency staff. Strengthened payment conversion, executed churn control and Win-Back programs, and implemented fraud monitoring through AV/CV verification and high-usage tracking.

Managed end-to-end recovery lifecycle from Bucket 0 to write-off portfolios and led daily case reviews with field executives to accelerate closures. Produced bucket-wise audit/billing reports and maintained MIS reporting and reconciliation while supervising field collections teams.

Managed collection activities across Coimbatore, Tirupur, Salem, Erode and Trichy and achieved 85% collection before OG barring and 75% between OG and IC barring. Drove corporate revenue achievement (80% within due-date billing) and supported legal recovery actions for high-outstanding accounts.

Allocated subscriber bases to soft and hard collection teams and ensured accurate, timely bill delivery through courier coordination. Resolved waiver disputes, coordinated AV/CV verification, processed commission/claims settlements, and handled OG/IC barring and release requests per SOP.

Handled soft collection communications and overdue payment follow-ups while executing retention strategies for suspended and surrendering customers. Prepared MIS tracking reports and coordinated with recovery agencies to support field execution and settlement documentation.

Administered internal IT systems and infrastructure, installing, configuring and upgrading hardware/software across departments. Provided user troubleshooting, coordinated vendor AMC/support, and monitored server performance with backup and data-protection compliance.

Completed a Master of Science in Mathematics at Annamalai University.

Completed a Bachelor of Science in Mathematics at Annamalai University.