1. Francis Sebastian
E-Mail: francis.sebastian2006@gmail.com; Contact: 09830877294 / 08584030353 / 09433209341
Address: House No. - 534, 2-Bacharpara Road, Near – Tinkuri Bagan, Thakurpukur, Kolkata - 700063
Seeking Middle level assignments in Debt Management / Process management with an organisation of high repute,
preferably in Banking / Financial / Service Sector
Preferred Location: West Bengal/kolkata
Professional Preface
℘ A result driven professional with MBA (Operation Management), offering over 9 years of experience in Strategy Planning,
Process Management, Delinquency Management, MIS Management, Customer Relationship Management, Escalation
Management and Team Management.
℘ Currently associated with ICICI Bank Ltd., Asansol as Deputy Manager [E.M.C.T – Risk (Collection / Debt) / Operation
Management for Mortgage/Home Loans, Auto Loans, Commercial Vehicle Loans, and Personal Loans].
℘ Successfully developed competency in implementing strategies towards enhancing business volumes and growth.
℘ Highly skilled in market forecasting, quick to identify & formulate strategies to exploit business opportunities.
℘ Deft in advising clients on mortgages and raising loans. Building relationships with high net worth individuals.
℘ Holds the distinction of not only achieve the targets set by superiors but feel proud in surpassing it with the spirits of Team work.
℘ Excellent communication, negotiation, organisational, time management, System Management and multiple tasking skills.
Areas of Expertise
Financial Planning & Management Branch Operations & Management MIS & Tactical Management
Business Performance Improvements Collections & Recovery Management Budget Forecasting
Strategic & Operational Decision Making Customer Relationship Management Risk Management
Banking
℘ Thorough understanding of Banking Debt management procedures, fund management and Audit & compliances.
℘ Well versed in developing processes that reduce the time taken in Delinquency management.
℘ Understanding of regulatory laws and regulations for SARFAESI action, Section 138, civil Suit and other Demand notices.
℘ Good knowledge of Risk (Collection / Debt) / Operation Management).
℘ Conversant in devising and effectuating risk policies & managing wide risks.
℘ Recruiting, training & monitoring the performance of team members to ensure efficiency in operations and meeting of individual &
group targets.
℘ Adroit in conducting meetings for setting up objectives and designing or streamlining processes to ensure smooth operations.
℘ Skilled in initiating process improvement tools and innovative ideas to develop strategy beyond the benchmark limits.
℘ Conversant in developing process maps to minimise errors. Applying excel techniques and applications to reduce TAT.
Personal
℘ Dependable and truthful.
℘ Self-starter and highly disciplined.
℘ Having the ability to work accurately.
℘ Relationship management & excellent negotiating skills.
Work Experience
Since Oct’12 Deputy Manager [E.M.C.T – Risk (Collection / Debt) /
ICICI Bank Ltd., Asansol Operation Management for Mortgage/Home Loans, Commercial Vehicle,
Personal Loans and Auto Loans]
Accountabilities
℘ Responsible for risk management operations of all loans product for Asansol, Raniganj, Chittaranjan, Purulia and Durgapur.
℘ Accountable for team management in agency and in house based module.
℘ Maintaining audit based parameters and audit process.
℘ Overseeing jewellery auction for Dhanbad, Deoghar and spooks location.

2. ℘ Initiating SARFAESI action on secured product and section 138 / money suit on unsecured product.
℘ Coordinating operations for total east for process deliverables.
℘ Implementing unique strategy to improve performance.
℘ Inculcating team spirit with the Team and thus improving performance.
℘ Managing operational process for cash or instrument deposition.
℘ Documenting all audit and process needs.
Attainments
℘ Holds the distinction of facilitating various process improvement strategies.
℘ Successfully obtained:-
o Monthly targets from since first month of joining.
o Audit ratings of A from the first month.
o First places BSC score constantly from DOJ.
Dec’11-Oct’12 Chief Manager [MIS, Coordination & Operations]
EX - IN Group of Companies, Kolkata
Accountabilities
℘ Conducted projection analysis of the branches and established target of PAN India.
℘ Coordinated with branches for administrative and other issue.
℘ Handled pending work analysis and absent report analysis.
℘ Looked after login and logout hours reporting and late coming analysis of the employee.
℘ Done incentive calculation and other salary parameter reporting of PAN India.
℘ Carried out weekly performance analysis of the employee and finding the key result area of the employee.
℘ Functioned as human resource and marketing support system.
Following are Process Improvement Tools Introduced:-
℘ Departmental job specific MIS reporting system.
℘ Biometric system for daily attendance, late coming and login hours analysis.
℘ Target setting via trend and seasonal analysis report.
℘ Auto updating of salary sheet through daily attendance via Advance Excel technique.
℘ Visit tracker form and other Excel sheet.
℘ Various other tracker and format for minimising process time.
Feb’11–Nov’11 Senior Resolution Counsellor (Team Leader / Debt Management /
Arcil – Arms (A Division of Asset Operation Management – Mortgage / Home Loans )
Reconstruction Company (India) Limited), Kolkata
Accountabilities
℘ Generated MIS for projection analysis, resource allocation analysis, CAP plan analysis and agency allocation analysis.
℘ Provided management data for managerial decision making. Managed agency billing and other billing claims.
℘ Negotiated resolution deals with walk-in customers.
℘ Participated and coordinated with legal department for stress property auctioning.
℘ Contributed in portfolio acquisition from various banks and branch manager coordination.
℘ Coordinated with:-
o Legal department for initiating SARFAESI based on field analysis.
o Co-ordinating with respective banks for any customer dispute or customer tracing details.
Apr’07-Nov’10 Portfolio Based Debt Management / Operation Management Officer –
Mortgage / Home Loans
TCS - ESERVE (Formerly Citigroup Global Service
Ltd.), Kolkata
Worked in TCS BPO under Citrix platform as a backend operation officer under E.D.F.E Manual activation process.
Accountabilities
℘ Followed up with the core reason of the mortgage escalation cases.
℘ Provided analysis reports to QRU unit for Decision making.
℘ Offered management data for managerial decision making.

3. ℘ Initiated process improvement tools and innovative ideas to develop strategy.
℘ Maintained payment MIS upload tracker for Mortgage East.
℘ Functioned as Backup Officer at Customer Service Desk.
℘ Acted as an Audit Officer for PL Flows Agencies.
℘ Validated customer utility product for activations in TCS BPO operation process.
Attainments
℘ Part of a PL Write-Off Cleanup Project conducted at country level.
℘ Received certificate of appreciation for the reason mention above i.e. for leading light of the month Sep’07-Dec’07, Fourth Quarter
Terrific Achiever Oct’09-Dec’09 and first quarter Jan’10 – Mar’10.
℘ Helped team supervisor to maintain management data’s.
℘ Instrumental in developing process maps to minimize errors.
℘ Awarded with:-
o “Leading Light of the Month” for the month of September’2007 and December’2007.
o “Terrific Achiever” for fourth quarter Oct’09 – Dec’09.
o “Terrific Achiever” for first quarter Jan’10 – Mar’10.
Sep’05-Apr’07 Customer Care Officer
Kankei Relationship Marketing Service Pvt.
Ltd. (Client – Hutch), Kolkata
Accountabilities
℘ Informed customers on the product & updating customers with latest product information.
℘ Registered / resolved customer queries, complaints, requests & satisfying them.
Attainments
℘ Honoured with monetary incentives by Client Hutch for becoming the Performer of the Week.
℘ Consistently maintained and scored 85% and above in Indica Parameter conducted by Hutch.
℘ Successfully scored 90% and above in the internal examination and CSAT reports.
Professional Certifications
℘ “O” Level Course. (Acquired knowledge on Documentation, UNIX Shell Programming, Basic, C, FORTRAN, Database - FoxPro,
SQL-Server, Visual Basic and Computer Hardware).
℘ Excellent Excel knowledge ( Macros & developers, Advance formulas, Pivot tables & charts, Advance formatting & lookups )
℘ Yellow Belt Six Sigma Certified.
℘ Decision Making and Time Management Programs.
Qualifications
MBA (Operation Management)
I.C.F.A.I. University in 2011. Secured 59% marks.
B.Sc.
St. Xavier’s College, Calcutta University in 2004. Secured 67% marks.
XII
St. Xavier’s College, W.B.H.S.C. in 2001. Secured 55% marks.
X
Loyola High School, I.C.S.E. in 1999. Secured 77% marks.
Personal Dossier
Date of Birth : 23rd
February, 1981
Linguistic Abilities : English, Hindi and Bengali