Kannan Rajendran

Collections and operations leader with 15+ years across banking & telecom. Experienced

Profile summary

Career highlights

Key skills

Professional experience

Defines collection banking processes and business development strategy, directing operational execution across unsecured and secured retail portfolios.

• •Implemented risk-based collection strategies across unsecured and secured retail products while aligning efforts with portfolio risk tiers.
• •Automated collections and customer operations reporting by integrating real-time Power BI dashboards for cash flow, overdue receivables, and unbilled revenue.
• •Managed legal notices, escalations, and recovery agencies for high-value delinquent accounts while maintaining compliance protocols.
• •Conducted gap analysis of collection processes and delivered improvements to operations and customer experience.
• •Introduced performance-based incentive structures and coaching frameworks to support recovery flows and team motivation.

Steered accounts receivable operations spanning billing, cash application, deductions, bad debt handling, and legal referrals while partnering with Treasury for bank guarantees and letters of credit.

• •Reduced Days Sales Outstanding from 110 to 60 days through milestone-based billing discipline and proactive follow-ups.
• •Negotiated payment terms and monitored past-due accounts to enforce credit restrictions and secure payments prior to delivery.

Guided collection operations and retail portfolio management for credit cards while reporting to leadership, overseeing Bucket 1 collections alongside agency vendors and internal personnel.

• •Ran weekly target tracking and value-based case closures alongside regular performance reviews.
• •Maintained collection MIS, conducted internal audits bi-monthly, and supported branch and central audits.
• •Optimized payouts and productivity within cost budgets while resolving customer queries through field coordination.

Reported to regional leadership while overseeing a workforce of 55 personnel including 3 Team Leaders, directing retention strategies for prepaid winback processes across Tamilnadu.

• •Managed base allocation and skill performance campaigns to influence agent productivity.
• •Launched retention campaigns and separate collections programmes for 90 plus bucket churn.
• •Directed centre ROI and quality KPIs.

• •Audited customer application forms against order entry with 100% accuracy and maintained 96% installation cycle-time performance.

• •Executed due-date collection campaigns through automated SMS, OBD, and email channels for SME accounts.
• •Resolved high-value billing disputes by handling bill shocker waivers for premium Gold and Platinum customer segments.

• •Reconciled customer deposits, refunds, payments, and account transfers while controlling service costs and driving electronic billing penetration.
• •Resolved complex bills not received complaints, analyzed account adjustments and waivers, and coordinated with finance regarding revenue impact.

• •Resolved billing and numbering complaints within required turnaround times using dedicated operational teams.
• •Introduced design corrections for stationery to lower expenses following root cause analysis.

Education

Responsible for Documentation, Service Provision for Postpaid GSM, Retail Broadband products for Tamilnadu Managed documentation and provisioning for postpaid GSM and retail broadband; ensured 100% policy adherence and SLA/TAT compliance. Delivered 100% CAF audit against order entry; maintained ≥96% installation cycle-time performance. Handled vendor management across Tamil Nadu at reduced operating cost; identified

Responsible for SME Collection for Postpaid GSM, Retail Broadband products for Tamilnadu Managed SME accounts (GSM/CDMA); improved due-date collections using SMS, OBD and email outreach. Handled bill shocker waivers for high-value disputes and ensured resolution for premium segments (Gold/Platinum). Retained high-value customers; executed win-back on zero-usage and MNP retention

Responsible for Accounting, Billing for PostpaidGSM, Retail Broadbandproducts. This includes Updating and reconciling customer accounts, controlling billingCost, Coordinating with third party vendors for bill deliveryand payment updates. Reconciled deposits, refunds, payments and account transfers; controlled service costs and drove ECS/SI penetration. Resolved BNR (Bills Not Received) complaints; analysed adjustments/waivers and

Responsible for complete billingoperations for postpaidbusiness (Tamilnadu) Closed BNR complaints within TAT via dedicated billing & dispatch teams; circulated billing dashboards across TN. Managed vendors for printing, stuffing and dispatch; introduced design corrections to reduce stationery costs. Initiated national best practice after root-cause analysis; maintained POD updates and URL for tracking. Award & Recognitions Increased E-bill penetration from 10% to 34% Nationally No.1 in reducing the Billing cost Nationally No.1 in Online penetration Ranked No.1 in BNR complaints across the country and sustained the position for the last six months E-bill penetration increased from 50k to 1.5 Lacs within a span of six months Best performer for consecutively exceeding targets for six month consecutively Promoted as a team leader for continuous performance, team handling skills and ability to crack new accounts Achieved zero percent attrition on the team handled Star award for achieving collection target before the specified period Star of the month award thrice for achieving the target set Core Skills

• Team leadership & coaching
• Collections strategy & policy adherence
• Ageing analysis
• Dialler & queue/campaign management
• Payment negotiations
• settlement planning
• Agency/vendor management
• performance reviews & calibrations
• Legal recoveries; notices; partner coordination
• Compliance & audits (internal/external); documentation control
• KPI/MIS reporting
• Power BI dashboards
• Excel (advanced)
• Cross-functional collaboration (Sales, Treasury, Finance, Projects)
• SAP/Billing
• Accounts Receivable; cash application