Apr 2024 – Present · 2 yrs · Bengaluru, Karnataka, India · On-site

• Built and lead a team of 3 Associate Managers, 5 Team Leads and 56 executives to manage the nation-wide operations, customer servicing, acquisition and business team for the Financial Services vertical.
• Accomplishments:
• 1) Planning sales AOP, targets and incentives and strategizing channel partner acqusitions to achieve 35 Cr business monthly for the lending vertical.
• 2) Launched a digital growth channel that generated 3 Cr business monthly, onboarded a partner on a lead-sharing model to generate another 1.5 Cr business each month.
• 3) Managing lending partnerships with Shivalik Small Finance Bank, Axis Bank and IDFC First Bank.
• 4) Increasing attach-rate of cross-sell products like Life Insurance, Health Insurance and Vehicle Insurance by partnering with Kotak, ICICI, Muthoot and Square Insurance
• 5) Collaborating with SaaS partner Synoriq to design and optimize the Loan Management System.
• 6) Gathered Voice of Customers, prioritized them using Kano Model and defined the SLAs.
• 7) Integrated a ticketing system with the sales-facing app, increasing adherence to SLAs by 67%.
• 8) Reduced EMI bounce by 22% through pre-EMI calling, increased bounced EMI resolution from 91% to 97% by enhancing customer awareness.
• 9) Achieved 100% customer contact within T+1 days of acquisition, identifying and eliminating the inefficiencies and malpractices in the process, uplifting the customer first strategy.

Nov 2022 – Mar 2024 · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

• Built and lead a team of 25 members to manage the nation-wide operations of the Financial Services vertical. Design processes, measure and improve by automation and digital transformation to reduce end-to-end TAT and enhance customer service and experience. Collaborate with diverse stakeholders - tech and product team for process optimization, external partners and vendors for process execution and risk mitigation.
• Accomplishments:
• 1) Reduced customer TAT from loan application to disbursal by 83% from 17 days to 2.9 days.
• 2) Increased same day payment clearance post disbursal by 74% from 18% to 70% of the total cases.
• 3) Innovated transformation of hand-written application form, agreement copy and NACH to auto-filled documents and drove 100% PAN India adoption within 1 week.
• 4) Drove 100% adoption of partner lender to our LOS platform to reduce partner sanction TAT from 2 days to 1.5 hours and disbursal TAT from 1 day to 30 mins.
• 5) Established value-added and non value-added activities, and facilitated change management for stage merger and stage elimination.
• 6) Designed processes for LMS platform activities and collaborated with partner for servicing documents and post disbursal actionable.
• 7) Onboarded RCU partners for risk mitigation and fraud preventions.
• 8) Launched end-to-end process for inventory management, physical file journey from 60 branches to HQ and their sequential storage within given timelines.

Apr 2022 – Oct 2022 · 6 mos · Bengaluru, Karnataka, India · On-site

• Designed and executed pilot projects aimed towards improving the productivity of the 4000+ members sales team and scaled then once proven successful. Carried out analysis on market share and regional nuances, and arriving at region wise processes and manpower distribution for delivering business at optimum cost per sale point.
• Accomplishments:
• 1) Designed a measurable OJT (On Job Training) process for the sales team and increased monthly coverage from 50% (organically) to 95%.
• 2) Managed transition of processes, product prices and schemes and contests which led to reduction of cost per sale point by 42%.
• 3) Executed and scaled 4 separate pilot projects - new category selling (Loadboard), cost optimization by band-wise blends of manpower and leveraging technology to track every sales person on ground to give sales managers a way to review effectively.