Challenges : I work with reputed Non-Banking Finance Company which is in the business of

providing Auto Loans. Few years back after Structural Changes I have been given the responsibility  of Receivable Management of Soft Bucket Collection which consist of 0 to 1 ageing Bucket

Customers. Few new geography’s were assign to me along with total portfolio of around 2.20 lacs  Customers Base & Monthly Billing of Rs. 275crs, 16 Divisional Offices, 95 Area Offices (Reporting to  Divisions) & 650 Field Force. Expectation from me is to improve Collection Efficiency from 82% to

85+% to first year, 90% to second year & 95% to Third Year. Considering the current average,  geographies in which we operate, diverse customer profile, multiple product range i.e Two Wheeler

to Commercial Vehicle & Agriculture product like Tractors & Implements to was tough takes & big  challenge to scale up to such high efficiency levels.

Selection : Based on Nature of Business, Role & Audience which I am dealing with Storytelling tool  perfectly suits to me which I use all the time. In my role one need to continuously connect with  people for various too & fro communication related to local geographical information, agriculture

condition of the market, etc. Being very hard core efforts job one need to keep team motivated,  engage, involved & energetic by frequently connecting with them, understanding their problems &  providing relevant timely support / solutions. Considering the requirement & Challenges Storytelling

is a great tool which helps you to communicate your plan, Strategy, thoughts to team in a simple  way, by involving & engaging them in the discussion. Moreover its helps to maintain common

understanding across the team.

Application : After taking over the charge for new responsibility I had analyze the past performance  trends of Divisions / Areas. Studied Data & connected with team to understand the facts for  shortcomings. Initial few months I travel extensively & meet maximum number of people right from

Field Executives to Divisional Mangers to convey companies expectations from us, my thought  process, way forward & more importantly what is expected from them. After setting clear  expectations / goals by involving every team members our journey started towards achieving the  milestones. By involving & engaging team many process have been standardize to bring everyone  on the same page & to have common understanding as to where we want to reach. All Data points,

MIS templates standardize to bring in competitive spirit, encourage, excite team to deliver expected  results. I applied Storytelling tool for time to time connect with team, communicate plans / strategy,  management messages, giving inputs / feedbacks, understanding problems & giving solutions.

Considering very critical function its very important for us to collect installments from customer on  time, companies cash flows completely depends on the collection efficiency hence we have Coined  Concept called ‘AAJ” (Collect on Due Date). To address our Challenge & meet the

expectations set by Senior Management we have broken our entire dues into Installment Due Date  wise i/e 5th , 10th 15th 20th & 25th & started monitoring each customer account accordingly. By doing  this & creating common understanding across the board by continuous connect with team over a

period we could improve our performance & achieve milestones set for ourselves. I find this tool very  effective & useful to connect with team, convey yours thought process, keep team engage, motivate

& excite team to de deliver results.

Insight / Approach : As expressed above by applying this tool I identify / learn that one can really

engage team well, give them timely inputs / feedback for improvement. I find my team all the time  motivated, excited, self- driven & fearlessly working for achieving set goals. There is no hierarchy

gap or hesitation to connect with anybody & expressed concern, raise issues / problem face on the  grounds & seek support for the betterment of Function / organization. Moreover what I observed if  you involve everyone one team member provide suggestions / solutions to another team members

problems, which is good from the point of view of Team Work. By this approach I was able to  connect & communicate anything up to the last miles i.e last level of employee & I feel because of

such last mile reach we could consistently month after month, year after year we could improve our  performance as given below.

0% 0% 0% 0%

86% 89% 87% 73% 70% 79% 82% 90% 81% 87% 88% 88%

88% 89% 85% 89% 90% 91% 90% 93% 84% 90% 88% 92%

92% 90% 91% 92% 92% 93% 94% 96% 91% 94% 92% 95%

95% 96% 93% 95% 94% 94% 96%

96%

0%

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100%

150%

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300%

350%

400%

1 - APR 2 - MAY 3 - JUN 4 - JUL 5 - AUG 6 - SEP 7 - OCT 8 - NOV 9 - DEC 10 - JAN 11 - FEB 12 - MAR

2016-17 2017-18 2018-19 2019-20

