HEMANT PAN
Auckland
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Professional Continuous Improvement Manager offering 15+ years of experience managing improvement process programs. Successful in identifying problems to develop targeted solutions and implement employee training using lean principles. Focused on developing value stream mapping to analyze production and improve workflow processes. Expert in identifying risks and developing solutions that reduce chances of potential issues.
Overview
18
18
years of professional experience
Work History
Policy Service Specialist - Arrears Management
Gallagher Bassett Services Inc.
03.2022 - Current
- Mentored junior team members to foster supportive work environment and promote professional growth within department.
- Streamlined departmental procedures resulting in reduced processing time for tasks such as endorsements or cancellations.
- Developed training materials for new hires to ensure consistent knowledge transfer and swift integration into our team.
- Monitored expiration lists proactively to avoid lapses in coverage or gaps in communication with clients about renewal options.
- Reduced errors in policy documentation by revising templates and creating rigorous quality assurance process.
- Delivered excellent customer experiences while resolving complex issues related to billing discrepancies or coverage disputes.
Credit Solutions Specialist
Finance Now Ltd
03.2022 - 04.2022
- To manage assigned accounts to minimize losses to the business
- Perform que management tasks and account allocation as required
- Customer interactions via phone, email, text and letters to collect arrears
- Assessment and referrals for field calls, skip trace and litigation action
- Hardship assessment as per company policy
- Assist in resolving customer complaints.
Quality Assurance Analyst
Heartland Bank Ltd
03.2021 - 11.2021
- Reporting & Audits: Weekly & monthly reporting of portfolio and movements
- Delegated authority audits for potential breaches
- 90+ Days accounts hind sighting report with future action plan
- Assigning individual ledgers to account managers
- Daily weekly and monthly individual and team performance dashboard management
- Producing individual KPI reports
- Quality assurance
- SME call monitoring & feedback
- Responsibilities: Ensuring compliance is adhered to with appropriate statutory and other relevant regulations and standards & reporting any breaches
- Team, department & portfolio reporting: Hind sighting report, daily, weekly, monthly performance
- Ledger management by assigning accounts to individual agents on weekly basis
- Monthly KPIs for team covering QA score, call stats, coverage, account management, regulatory notices SLAs
- Supporting senior leadership team BAU requirements & ad-hoc reporting requests.
Senior Credit & Recoveries –Relationship Management
Heartland Bank Ltd
04.2018 - 02.2021
- To maintain bad debt ledger independently in order to minimize losses and costs associated with recovery
- Responsibilities: Manage recovery ledger autonomously
- Enhanced customer relationships through diligent account management and prompt resolution of issues.
- Disputes resolution
- Daily team performance stats
- Initiate litigation action where appropriate
- Monitor, maintain and update Insolvency, PPSR, Credit bureau as required
- Outsourcing to external agencies.
- Consistently met or exceeded performance metrics, contributing to overall department success.
Team Leader - Loss Recovery
GE Money – Latitude Financial Services
06.2013 - 08.2017
- Coaching and developing team of debt collectors to achieve performance and quality targets
- Manage team’s adherence in respect of policy, compliance and other legal requirements
- Contribute to special projects and initiatives from time to time as required including change management
- Responsibilities: Operational Effectiveness
- Collate and analysing data, and report on same as directed
- Develop methods and procedures to improve team metrics with Product leader
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Monitor staff performance to ensure that goals/targets and quality/compliance are met including management of daily workflow for team members to achieve debt collection targets
- Acting as point of contact for staff escalations & supporting staff members in identifying resolutions for customer complaints
- Providing staff with performance updates.
Senior Recovery Officer/ 2IC
GE Money
08.2009 - 06.2013
- During this period, have been with loss recovery department and worked in different teams
- I have worked on Creditline, Pace and presently working on ICBS Personal loan portfolio
- Job Description: Managing individual portfolio and charged off (bad debts) accounts
- Negotiating and arranging repayment plans for debtors
- Resolving any complaints or queries
- Managing team communications with the debtors and credit reporting agencies via letters and emails
- Dealing with Budget advisors, insolvency office and credit reporting agencies
- Recommend accounts for legal action and exploring options
- Organizing the repossession of collateral wherever necessary
- Training new staff members and assisting team members for any requirements
- Assist team leader with recovery forecasting
- Constantly reviewing our processes, identifying process gaps and providing suggestions for improvements.
Collections Officer / 2IC
GE Money
06.2006 - 08.2009
- Contacting customers and informing them of their overdue bills
- Advising customers on their payment options and suggesting methods of payments
- Negotiating suitable payment plans
- Advising customers on their payment options and suggesting methods of payments
- Maintaining customer records
- Writing final notice warnings to customers when payments are not being made
- Instituting legal action when customers fail to pay their debt
- Responding to customer queries
- Contacting lawyers and insurance agencies to facilitate payments
- Ensure all collection activity has taken place on individual accounts to reduce delinquency percentage and minimize any potential for loss to company.
Education
Bachelor of commerce (Accountancy as Major) -
Sydenham College of commerce and economics
Skills
- Proficient in Microsoft Office skills finance systems Vision plus, Mercantile, Cardpac, ICBS on Citrix Oracle Flexcube universal banking system & Katabat
- Excellent administrative abilities
- Reporting skills
- Prior authorization processing
- Financial Transactions
- Records Management
- Billing Software
- Database Management
- Payment and Investigation Escalations
- Customer Service
- Attention to Detail
- Organizing and Prioritizing Work
- Critical Thinking
- Decision-Making
- Microsoft Office
- Data Interpretation
- Teamwork and Collaboration
Key Skills Attributes
- Self-motivated professional
- Knowledgeable- Resourceful about finance industry
- Insightful- Highly motivated to learn and experience
- Skilled at balancing and prioritizing multiple tasks to meet deadline.
- Analytical, problem solving and investigative skills.
- Strong attention to detail.
- Strong business acumen
- Knowledge of local government legislation and statutory requirements relevant to the position.
- Process, systems and solution orientation
- Well-developed interpersonal skills. Excellent communication skills both oral and written.
- Customer focused
- Excellent negotiation skills
- Enthusiastic, self-motivated and result orientated.
- Sensitivity towards confidential information.
- Multi-cultural awareness and sensitivity.
Personal Information
Nationality: New Zealand
References
References will be provided upon request
Hobbies and Interests
cricket, table tennis, badminton, True, True, True
Timeline
Policy Service Specialist - Arrears Management
Gallagher Bassett Services Inc.
03.2022 - Current
Credit Solutions Specialist
Finance Now Ltd
03.2022 - 04.2022
Quality Assurance Analyst
Heartland Bank Ltd
03.2021 - 11.2021
Senior Credit & Recoveries –Relationship Management
Heartland Bank Ltd
04.2018 - 02.2021
Team Leader - Loss Recovery
GE Money – Latitude Financial Services
06.2013 - 08.2017
Senior Recovery Officer/ 2IC
GE Money
08.2009 - 06.2013
Collections Officer / 2IC
GE Money
06.2006 - 08.2009
Bachelor of commerce (Accountancy as Major) -
Sydenham College of commerce and economics
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