Dec 2021 – Mar 2024 · 2 yrs 3 mos · Bengaluru, Karnataka, India · On-site

• Head of Operations for Ekagrata Finance, the NBFC arm of MyShubhLife, until its dissolution following the acquisition by U GRO Capital. Led Operations for the RBI Registered NBFC covering Loan Management Operations, Customer Service, Life Cycle Management, Regulatory Compliance, GR & Liaison

Jan 2021 – Dec 2021 · 11 mos · Mumbai, Maharashtra, India

• Leading operational excellence, customer experience, Digital lending partnerships, SLA with Fintech partners, collections monitoring support, financial and operational audits, operational risk management for Digital Lending business PAN India Heading the Operations vertical for Digital Lending business with an active customer base of 2 Million and AUM of INR 3 Billion.

Jun 2020 – Jan 2021 · 7 mos · Bengaluru, Karnataka, India

• Heading Centralized Operations & Customer Service, Pan India for Retails Disbursements, Customer onboarding , Loan life cycle Management, Back-office operations, Customer loan accounting and Loan servicing. Leading and supervising the Customer service function for Pan India handling Contact Center Operations, E-mail management unit, Web contact support and Social media channels.

Apr 2017 – Jun 2020 · 3 yrs 2 mos

• Head Operations & Customer Service teams at Nissan Renault Financial Services, GRO & Nodal officer under ombudsman scheme of RBI. Heading an Operations team comprising 50 employees covering the operational processes of Retail dealer on-boarding, loan disbursements, NACH Registration & EMI Presentation, BRS, Collections EMI Receipting, loan life cycle management, customer service including call centre, E-mail Management Unit, customer portal and CRM unit.

Nov 2014 – Mar 2017 · 2 yrs 4 mos

• Start up and establishment of Retail Auto loan operations from scratch, organizing operational structure, process definition in line with corporate standards and alignment with regulatory framework.
• Set up all retail back office functions: defining business requirements, system testing and implementation; Supervising business processes & procedures of all section in retail back-office;
• SOP formulation and establishing process guidelines for Continuous processes improvement, Development and timely update of Credit applications processing procedures, Ensuring Capacity planning is aligned with business development, application flow forecast.
• Personal Financial Business support in development and implementation of new products (Personal Protect insurance, Motor Vehicle Insurance)

May 2013 – Nov 2014 · 1 yr 6 mos · Trivandrum

• Compliance in regulatory framework such as KYC and AML guidelines, maintaining high level of customer satisfaction, retention and thereby enhancing cross sell references. Monitoring functions like account opening, cash, clearing, remittances, trade operations. Managing teams in opening of Current, Savings & NRI accounts and ensuring scrutinising for adherence of Know Your Customer Norms.

Dec 2011 – May 2013 · 1 yr 5 mos · Coimbatore

• Leading the branch operations and service teams of bank branch catering to retail banking needs of liability customers, providing invest advisory to clients and ensuring pleasant banking experience.

May 2008 – Nov 2011 · 3 yrs 6 mos

• Deputed with the responsibility of conducting audits of other branches in the cluster, as and when desired by the management.
• Handled other operational activities like suspense accounts monitoring, annual closing related work, tax collection and reconciliation operations at the branch, in coordination with the nodal office etc.
• Achieved “Service Excellence” and “Zero Defect”- the ultimate aims of the management
• Managed and successfully implemented management’s quality initiatives such as FIVE S and Kaizen in the branch and other cluster branches and also helped in educating the concept to the fellow colleagues.

Jan 2006 – Apr 2008 · 2 yrs 3 mos

• Providing Clients with a Product Mix based on their profile from the basket of Products offered.
• Provided value added services like selling Insurance Products and Mutual Funds Service.
• Catering to banking needs of the customers and ensuring a pleasant banking experience
• Establish rapport, to identify opportunities to cross- sell and facilitate sales.