Leading the forefront of digital collection innovation at ICICI Bank, my expertise in digital debt servicing propels partnerships and product development in the burgeoning BNPL (Buy Now, Pay Later) and EMIDC sectors. My role hinges on leveraging technology to refine debt collection strategies, enhancing customer experiences, and fostering robust alliances with fintech startups.

My journey has evolved from overseeing digital debt collection efforts to orchestrating strategic partnerships that drive financial technology forward. With a track record of leading cross-functional teams, we've successfully transformed traditional collection approaches into customer-centric, technology-driven solutions, thus contributing to the bank's progressive digital landscape.

Why I sometimes let my team handle what the crisis they are handling even when I know the solution !
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This choice feels uncomfortable in fast-moving environments.

Speed brings quick relief.
Intervening feels like responsibility.
Yet leadership grows people, not just outcomes.

When teams work through complexity themselves, judgment develops.

They connect actions to consequences.
They build confidence that stays beyond the situation.

Shortcuts deliver fast closure.
Experience builds long-term capability.
Teams trusted during pressure learn ownership.

Leaders who create this space see stronger decisions, calmer escalations, and deeper accountability over time.

Growth shows up quietly, then consistently.
A few leadership practices that support this approach:

Stay present as a guide while ownership stays with the team

Allow teams to think through impact and trade-offs

Step in to align direction, not to replace thinking

When pressure rises, coaching & grooming the team helps leaders to choose development over immediate comfort.

Nilesh Dasri

I’ve seen this shift happen quietly over the years.

When people respond early and keep conversations documented, the entire tone changes.

Discussions stay practical.
Options stay open.

In my work, the biggest difference between smooth and stressful cases usually comes down to engagement timing, not intent.
Collections still matters.

How you engage now matters more.

Collections

ICICI Bank in the journey of building TRUST !

ICICI celebrates 71 years of its foundation.
What began in 1955 with a vision to support a newly independent nation has grown into a journey of trust, innovation, and nation-building.
 
From empowering India’s early industries to pioneering digital banking and serving millions today, every milestone reflects a shared belief in progress—made possible by the trust of generations.

We thank you for being the most important part of our story. Swipe through the moments that shaped this journey.

#71Years #FoundationDay #JourneyOfBuildingTrust

ICICI celebrates 71 years of its foundation

Ups and downs create intelligence in collections and Debt collections move in cycles for a reason.
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Cash flow patterns shift across months. Customer behavior changes with income timing, external obligations, and emotional context. Channel effectiveness varies as attention spans evolve.

These fluctuations carry data.
During high-performing phases, teams learn operational leverage.

Scripts align with intent.
Digital nudges land at the right moment. Resolution velocity improves.

During slower phases, insight deepens.
Accounts pause because affordability windows change, trust requires reinforcement, or channel choice misses customer preference.

This phase reveals why behavior moves the way it does.
The industry improves by reading both signals together.

Top-performing collection teams apply a simple operating loop:

Use strong cycles to standardize playbooks and automation

Use soft cycles to refine segmentation, tone, timing, and escalation logic

Track leading indicators like response latency, partial commitments, and channel drop-offs rather than chasing daily closures
This approach converts volatility into foresight.

Life follows the same pattern.
Momentum builds execution strength.
Resistance builds thinking depth.

Growth compounds when experience turns into structured learning.

Keep learning & sharpen your strategies in this new year.

Missing an EMI triggers a system.
How you respond inside that system shapes your financial story.
Here is how borrowers can manage debt better during the 90-day journey:

Stay active from Day 1

✔️Early replies keep options open and stress low.

✔️Use digital channels first
Apps, links, and dashboards offer faster resolution with clear records.

✔️Share intent honestly
Clear communication helps lenders design plans that fit real situations.

✔️Choose restructuring early
Smaller adjustments today protect credit strength tomorrow.

✔️Commit digitally and follow through
Consistency builds trust and closes accounts smoothly.

✔️Debt management improves when participation replaces silence.

Join me to educate borrowers to join the journey of *Silent Ignorance* to *Active Participation* for better debt management.

Emi triggers

Early response changes how the entire debt recovery process unfolds.

When borrowers respond early, collection teams gain clarity on intent and repayment capacity. That clarity keeps accounts in early-stage collections, where soft recovery, digital communication, and restructuring options remain available. 

Escalation slows down, manual interventions reduce, and credit health management stays intact.

From a systems perspective, early engagement improves risk assessment, supports Regulator aligned borrower protection, and enables payment plans, due-date adjustments, and temporary relief to activate faster. 

It also helps lenders allocate effort responsibly across high-volume BNPL and consumer loan portfolios.

In debt collections, timing often matters more than intensity.

Early response protects choice, flexibility, and long-term financial stability.
Which part of early engagement do you think borrowers should be more responsive ?

Borrowers go silent why

A new year works best when preparation comes before pressure. Here is how to prepare 


From my work in debt collection, I’ve learned something simple.
Most people do not fall into debt because of one bad decision.

They slide into it because small choices stay unreviewed for too long.

For 2026, a few habits make personal debt easier to live with and easier to exit:

👉Track total monthly outflow before planning upgrades.

👉Use credit with repayment dates clearly in mind.

👉Build a buffer before expanding lifestyle.

👉Review repayments regularly, not only during stress.

Debt responds well to structure.
It resists panic.

Wishing you all a very happy new year!

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Great initiative to save someone's life...

Business Leader, Head Collections - Urban Finance at L&T Financial Services

Actor Sonu Sood's appeal for Little Khushi's treatment.. Please contribute and share 🙏

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