Jul 2022 – Jun 2024 · 1 yr 11 mos · Chennai, Tamil Nadu, India · On-site

• Axis Bank Limited
• Sales Manager – Mortgages – MLP – Digital Lending – Home Loans
• Key Result Areas:
• Managing Open Market Business for Mortgages – LAP – BT – Builder Purchase / Home Loan
• Maximum usage of our digital login technology via MLP - Maximus Lending Platform which is available 24/7 with
• NIL login fees and instant sanction with zero documentation.
• Recruit FLS – Feet on Street - Relationship Managers and train them on the product, process, and procedures and
• to ensure FTR on login and disbursements.
• Daily scheduled to meet 5 existing / new builders to showcase the products available with Axis for mortgages
• business.
• Conducted daily huddles for the team for open market at 8.45 am at the RAC – Retails Asset Centres - sharing the
• team quality dashboard, discussing, about backlog and forecasting on the new builder market and visits /
• activities planned for the day.
• Identify and create agreement with new channel partners / connectors to enhance the business.
• Train the onboarded connectors on the product, process, and the monetization for the same.
• Ensuring all RO’s were productive before 6th of every month on login and disbursement before EOM.
• Adding two new projects for the APF.

Aug 2018 – Jun 2022 · 3 yrs 10 mos

• Managing Tamilnadu and Kerala DSA accounts for HDFC Credit Cards in resolving
• operational issues that may arise from the end-to-end sales process.
• Recruit and train the DSA’s to get the sales process as per policy.
• Recruit employees for DSA’s like Callers, Collection Executives, Team Leaders, Managers
• Working as final point of sales contact for all enquiries related to their respective region.
• Audit the DSA on regular visit to confirm all the employees’ code of conduct and other compliance issues.
• Need to confirm the curing status of cards for pending documents.
• Make sure that all the DSA’s mapped to me should not be in FTNR.
• Checking and acknowledging all the filled credit card application forms and login to DIP.
• Finding the error in the process and to strengthen the productivity.
• Getting the daily sales report from my team for the Daily Run Rate required for the targets.

Apr 2018 – Aug 2018 · 4 mos

Aug 2017 – Apr 2018 · 8 mos

• Managing UK accounts in SAP Order to Cash; resolving operational issues that may arise from the end-to-end
• sales process (e.g., order status, returns, and deliveries, invoicing, returns, and financial post sales programs)
• Working as first point of sales contact for all enquiries related to their respective GTM; creating& maintaining
• strong relationships with Country / Sub-Region sales team
• Managing interactions with sales in a way that maximizes customer satisfaction and communicating
• appropriately with other functions engaged in the support administration process
• Recognizing the impact of order management processes on HPE’s orders and thereby applies the in-depth
• process acumen in order to meet / exceed Sales and Business partner’s expectations
• Representing team as a subject matter expert on internal processes to other functions and organizations
• Performing workload forecasting & planning; providing ongoing resource and capacity planning to meet
• operational requirements
• Providing input/data on country dashboard performance & issues against Country/Sub-Region metrics within
• review forums; resolving operational escalations relating to poor metrics and reducing internal/external
• customer complaints
• Resolving any business decision needed request from Process Associates / Senior Process Associates
• Formulating quotes and contracts and ongoing management of urgent requests for their respective Country /
• Sub-Region Sales Team using SAP
• Supervising month-end close activities; adhering to all policy and audit requirements
• Identifying & communicating process, program or procedure gaps to Process & Capability teams
• Monitoring process which includes providing input and feedback on process issues and opportunities for
• improvement to Process Teams
• Determining training needs of employees; conducting suitable training programs to enhance their operational
• efficiency leading to increased productivity

Jun 2016 – Aug 2017 · 1 yr 2 mos

Jun 2008 – May 2016 · 7 yrs 11 mos · Chennai, Tamil Nadu, India

• Supervised management of Credit cards (Voice - Inbound); managed a team of 16 officers
• Ensured the officers are logging into the phones on time in order to assess the schedule adherence
• Monitored AHT of the agents to maintain and achieved the target as per KRO ( Key Responsible Objectives)
• Tracked unplanned absenteeism to meet the targets of Shrinkage % on a daily basis
• Barged calls on variant of the previous day and provided feedback post assessing a positive or negative feedback
• Managed escalation calls and also completed the call back request taken by the officers on a daily basis
• Executed Coaching / counselling sessions as and when required
• Performed Call calibration monthly ( Participants : Team Leads , QC's Team manager & Manager)
• Administered Bottom Quartile Management for the bottom performers based on the parameters which are scoring a
• high weightage in the KRO's
• Conducted monthly business review to check the performance of the team; cleared the queues for approvals
• required of the Team Leaders on a daily basis
• Updated status for active employee for payroll updating and incentive
• Ensured coaching, dissemination and adherence of existing and new process – procedures
• Implemented the retention strategy to minimize escalations and also to enhanced the score card
• Alerted FCU and FDU on suspicious transactions to stop malpractice; monitored-learning modules related to banking
• procedures; performed checking on compliance