“Leadership is not telling people what to do but inspiring them to perform at their best even in the face of odds as high as mountains,” explains Pawan Salian, Collections Manager at Pulse. Her career is a kaleidoscope of challenges, the heart with which she led it, and the way an obstacle became an opportunity. From being a Credit Controller in her early days to leading the most complex team of high performers, Pawan’s journey has never been easy. It is a tale of relentless drive, constant evolution, and leadership that empowers people to meet and smash goals. So, let’s dive into how Pawan transformed her love of problem-solving and people into a recipe for success at Pulse, one milestone at a time.

A Journey of Growth at Pulse

Pawan joined Pulse in March 2019 as a Credit Controller. For her, it was more about developing skills in credit risk assessment, customer relations, and handling high-pressure scenarios than just managing credit. In no time, Pawan emerged as a champion of meeting and exceeding targets as she dealt with complex customer issues and tightened relationships with key stakeholders.

“One watershed moment for me was heading a project to simplify our collection processes,” says Pawan. “We had a great reduction in recovery rates, and it also made me a leader among my peers.” Her work was about more than just numbers; she was creating a better, more brilliant collections system that could produce stable, long-term performance.

She believes Pulse helped her grow: “The company gave me opportunities to work on challenging projects, constantly pushing me to learn and prepare for leadership roles,” she says. “That’s where I found my passion for leadership—helping teams reach their full potential.”

Shifting from Contributor to Leader

It was when Pawan moved from individual contributor to team lead that things became tough. “The biggest hurdle, one that still makes me nervous sometimes, was the balancing act of strategic oversight and operational demands of leading a team,” she reflects. “I had to learn how to delegate effectively, trust my team, and shift my mindset from executing tasks to guiding others toward success.”

Pawan’s leadership style is open and trust-based. She says, “I value accountability, decisiveness, and adaptability. It is important to appreciate the other’s point of view, make wise decisions, and be flexible as situations change.” Her leadership doesn’t just command but creates an environment that empowers all to contribute and succeed.

Fostering Teamwork and Overcoming Challenges

No leadership role is easy, especially for a high-performance team; Pawan still found ways to turn obstacles into opportunities. One such difficult situation arose during the lockdown time when targets were getting hit by external factors. At this point, rather than letting the team lose their morale, she developed the initiative of ‘Focus Week’, where goals were split down into manageable milestones. This enabled the team to take on challenges one day at a time with real-time achievement recognition. “We surpassed targets during that period, and it highlighted the importance of teamwork, focus, and maintaining a positive outlook,” she says.

Conflict resolution is another leadership area in which Pawan excels. “When conflicts arise, I listen to both sides and find the root cause. Clear communication and an open-door policy help keep team cohesion,” she explains. Pawan’s leadership approach involves creating an environment where conflict is resolved productively without ruining relationships.

A Focus on Personal Growth and Development

According to Pawan, personal growth is a lifetime process. “Adaptability, analytical skills, vigilance, and resilience are the most critical success factors in this field,” she says. “It’s also essential to stay abreast of market trends and maintain good interpersonal relationships, as these play significant roles in gaining trust from both clients and colleagues.”

Keeping those leadership muscles sharp involves learning and appreciating the little victories. Pawan says, “I think staying motivated in a challenging role is derived from having those little wins and remaining aligned to broader career objectives.”

Balancing Work and Life

Pawan’s collections management role is demanding enough to make her master work-life balance. “Effective time management is key,” she points out. “I always prioritise my tasks, delegate when needed, and ensure that I make provisions for weekends with my family and personal rejuvenation time.”

Outside work, Pawan enjoys travelling, discovering new places and scenery, and trying their food. “Short trips relieve me from stress while also allowing me to experience a new culture that refreshes my perspective,” she says. “It’s the best way of refreshing oneself and coming back to work re-energised.”

Looking Ahead: Future Aspirations

Looking to the future, Pawan’s aspirations are clear. “I’ve always been drawn to project management and migration—taking concepts from idea to implementation,” she says. “I love streamlining processes and ensuring systems run smoothly, almost on autopilot. I’m eager to contribute to any projects Pulse may take on in the future, leveraging my experience to help make these transitions as seamless as possible.”

Pawan also feels that the Collections Manager role is changing with newer technology and customer-centric approaches. “The role is getting data-driven, and I see how technology is going to be integral to improving our processes,” she explains. “This requires flexibility and focus to maintain empathic relationships with clients.”

Advice for Aspiring Credit Professionals

Pawan advises those looking to enter the world of credit management: “Develop a good communication skill set, learn constantly, and appreciate the power of teamwork. Patience and perseverance are necessary in this area of business. It’s all about building trust and working towards common goals together.”

Fun and Light-Hearted Insights

If forced to define her leadership style in just one word, Pawan says, “Integrity – Trust and respect are the bedrock of any effective team,” she notes. While many may know her as a Collections Manager, far fewer recognise that Pawan started her career as a C++ programmer. She reflects, “The experience gave me analytical thinking, attention to detail, and structured problem-solving, which are crucial for all subsequent roles,” she admits.

If she had one free day to do whatever she wanted, Pawan would explore a new travel destination and savour local cuisine. “There is nothing quite like that first experience of a new place that helps me recharge and refresh my perspective,” she says.

Conclusion

Pawan goes from strength to strength, and her story highlights examples of growth, leadership, and teamwork. Pawan is part of the Pulse success story today with a focus on adaptability, communication, and continuous learning. Moving into the future, Pawan remains committed to shaping the company’s trajectory by leading through a passion for innovation. Dedicated to personal and professional growth, Pawan’s journey is far from over.