American Express

Managing  a digital operations team responsible for supporting front line business stakeholders who are servicing customers.  Production support ,release management and governance for over 500 processes which are scheduled 24*7

Project Manager, RPA

Setting up an RPA team which is responsible for overseeing executions and production support

Lead Project Coordinator

Leading projects which entail  New product launches , transformation, modernisation and compliance.

Sr. Business System Analyst

Application testing, transition , Gathering business requirement

Lead - System Assurance

PNB credit Cards

Expertise in credit cards - E2E testing, enhancements ,Operations, Correspondence, Vendor Management & Contact center

Manager

Responsibilities include:
Part of core team, which sucesfully launched PNB credit card within record 4 months.
Completed Vision plus UAT for defects and enhancements,
Prepared operations process notes.
Handling customer services-Correspondence & QRU , cards, statement and pin printing, dispatch and delivery.
Extensive co-ordination with all the service providers for complaint resolutions & latest updates.
Responsible for billing of all the service providers.
Review meetings for diminishing the Non value additions in the processes.
Handling VIP escalations.
Single point of contact for handling all client escalations and queries.
V+ ID creation, providing access- adhering to department matrix.

Assistant Manager,Credit card Operations

Operations, I-energizer (ABN Amro / PNB credit cards)

Responsibilities included
Handling a team of 40 Fulltime employees responsible for email, white mail/letter management, credit analysis, documentation functions for services & operations team
Responsible for daily productivity management, maintaining individual & team targets and regular performance review for the entire team, including the annual appraisals for the individuals.
To prepare monthly reviews, and other relevant reports for client.
Reviewing & making necessary changes in the existing response templates for the correspondence sent to the customers.
Extensive co-ordination with various internal departments for complaint resolutions & latest updates.
Sole responsibility of doing Quality Evaluation on all the correspondence, communication being sent to the customer and accordingly, based on the evaluation, feedback & training is provided.

Sr.Team Leader -Credit Card Operations (ABN AMRO)

SBI Card

Responsibilities included

Auditing cases actioned by CSA both in white mail (Letters) and e-mail.
Updating team on regular basis by organizing morning huddles for the marketing offers launched by company.
Giving Feedback to CSA's on the basis of their Audit Scores.
Feedback to improve their Audit Scores.
Month End reporting in terms of branch average and improvement shown on the floor by CSA's.
Training CSA's for sub processes i.e. card operations which impact the TAT and Service levels.;

Executive, Service excellence

Associate, Correspondence

18+ years of extensive experience in and around International & National credit card industry

Specialties: E2E RPA & Operations , Vendor/ Partner Management & Billing, Customer Service & relationship management , Project Management , User acceptance & Business acceptance testing, Integration, Product development and launch.


Additional knowledge : 

Contact center Management & E2E fulfillment of Cards. BCP & Governance

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