Jun 2018 – Present · 7 yrs 9 mos · Gurugram, Haryana, India · On-site

• Business Strategy, Performance & RBI/ Regulatory Reporting:
•  Devising business strategy, process & technology turnarounds, improving operational performance, workforce optimization, vendor governance, customers/ employee satisfaction metrics
•  Designing/ Revamping the Product Planning Cycle on P&L, Cost & HC Plans, Publishing Dashboards on KPIs - Service Levels, Abandon Rate, E-Mail TAT, Occupancy, Shrinkage%, Productivity
•  Updating leadership on compliance with RBI & Board Checklist - SRCEC, CEC, Boardnote, Account Closure TAT, Complaints Disclosure
•  Vendor Management - monthly provisions/ invoicing, performance reporting, target setting, and HC reporting. Guiding teams in raising PR/PO for procurement
• Workforce Management:
•  Directing a Multiskilled, Multisite (7) and Multilocation (5) Distributed Workforce of 3000 to handle Inbound Calls
•  Managing Centralized Command Centre & WFM Tool with real-time monitoring and load levelling across sites
•  Analysing Inter & Intra Day Volume Trends, and preparing schedules/models for metrics improvement
•  Monitoring Login Details of all Agents, assigning them to appropriate campaigns, increasing occupancy & productivity
•  Using IT tools/ data-driven insights for accurate forecasting, rostering, and scheduling of resources at the PAN India level
• Key Projects:
•  Project Optimise: WFM & Performance Management Tools Installation, improving SLA, Schedule Adherence, and reducing abandonment
•  New Performance Linked Incentive Model for CS Team, increasing incentive penetration and E-SAT
•  Project Amplify to transition CRM outside SBI Card’s Infrastructure, saving Crores annually
•  Project Automation & Rationalization of 130+ Recurring Reports, saving 3 FTE
•  Digital Service Adoption, enhancing self-service usage, reducing call-to-account ratio
•  Schedule Adherence Metric, saving ~ 200 HC, starting 5-6 new processes in CS without new HC
•  Advanced Skill-Based Routing &Centralized Hosting, enabling the team to deliver on target

Dec 2012 – Jun 2018 · 5 yrs 6 mos · Gurugram, Haryana, India · On-site

• Prepared Bottoms Up Model for Annual Planning Cycle on P&L, which included Direct, Indirect Cost, and Headcount.
• Dynamically revamped the Cost & Headcount based on business growth and divided targets among different teams
•  Facilitated Performance Measurement & Payment Assistance Reporting. Collated and Published Daily Dashboards with Key Metrics on Net Credit Loss, Collection Efficiency, Recovery, and Cost of Collections
•  Effectively managed Collections Cost, worth crores, identified gaps, highlighted areas of improvement, and drove timely corrective actions to enhance overall collections and reduce delinquency levels
• Key Projects & Initiatives:
•  Scaled up Collections Call Center Operations to 6 Sites with 350 New Hires, to cater to the ever-growing customer base
•  Delivered Collection Cost Optimization via Six Sigma (Green Belt) Project, by revamping the cost models, developing alternate collection channels & rationalization the infrastructure cost paid to channel partners
•  Reduced Employee Card Write-Offs, financial loss to the organisation by revamping Full &Final Settlement and Exit Policies
•  Rolled out Secure File Sharing through Seclore implementation across 180+ Vendors, significantly reducing risks/ data breaches