Dynamic customer service leader with a proven track record , skilled in data analysis and stakeholder relationship management. Successfully implemented strategies that enhanced customer experience and optimized team performance, fostering a culture of excellence. Proficient in CRM tools, driving significant improvements in client satisfaction and operational efficiency. Strategic and results-driven business leader with 7+ years of experience in Banking, Fintech, and Business Development, driving client acquisition, product expansion, and revenue growth. Proven success in launching digital financial products, building high-performing teams, and managing multi-channel business operations. Skilled in payment solutions, customer lifecycle management, product design, and data analytics with a strong understanding of compliance, risk, and regulatory frameworks.
Hi, I’m
Aditya Pandey
Lead - Customer Service
Mumbai,MH
Summary
Overview
15
years of professional experience
Work History
Mahindra Home Finance
Lead - Customer Service
05.2025 - Current
Job overview
- Develop and implement customer service strategies that align with the company’s goals.
- Oversee customer service operations, ensuring standards of excellence are maintained.
- Monitoring and evaluating the performance of team members, providing feedback, and conducting performance reviews
- Lead and mentor the customer service team to foster a culture of high performance.
- Collaborate with marketing, sales, IT and product teams to enhance the overall customer journey.
- Develop training programs to enhance team skills and customer interaction.
- Act as the primary point of contact for escalated customer issues and resolutions.
- Ensuring compliance with company and regulator policies and procedures
- Manage and update CRM systems with customer details and interactions
- Conduct team meetings to update members on best practices and continuing expectations
Mahindra Home Finance
Business Excellence - Senior Manager
05.2024 - 04.2025
Job overview
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Initiating the project, planning and outlining project scope, objectives, and deliverables
- Establishing and maintaining communication with the project team, management and collaborators
- Coordinating project meetings and decision-making processes
- Executing the work, coordinating and supervising the project team and ensuring that they have the tools required for delivering the project on time
- Devise strategies for Business growth across the greography assigned
- Reduction of PAR and NPA accounts
- Devise strategies for market penetration
- Staff Engagement and empowerment
- Expand the third-party workforce
- Digitize the EMI collection ensuring NACH Repayment Method
- Ensuring that the projects assgned and taken up are completed within timelines.
Jana Small Finance Bank
Project Management Office (PMO) Manager
10.2020 - 09.2023
Job overview
- Design and build products to service the needs of customers
- Launching timely campaigns to drive and promote the new products and service both internally and externally
- Take up any special projects assigned by ZH/Head Office and complete the same within the deadline
- Ensure smooth business flow and provide support to team on speedy resolution of any issues or challenges being faced
- Drive the business in Microfinance segment ensuring expansion of business with zero tolerance policy or PAR accounts.
- Devise and introduce incentive plans for the staff to increase the productivity and motivate the staff to go an extra step towards overachieving their targets but while adhering to compliance and zero risk to accounts and ensuring credible lending.
- Ensure proper training and grooming of staff on newly launched products and recently introduced processes enabling a smooth transition.
- Understand key business metrics, and provide data-driven insights to help businesses achieve their targets.
- Support Zonal and Regional business leaders by providing Business Intelligence in the form of summarized data, reports and analysis for New Projects launched in the zone.
- Preparation of presentations and reports at various forums, especially Liabilities to highlight key business trends and issues.
- Provide support as first point of contact for any queries related to Program management within the Zone.
- Provide resolution to ad-hoc queries in the zone and provide productivity related analysis for increased traction on productivity driven zone.
- Assist and advise managers and teams on the best use of Project Management disciplines and approachesOptimized resource allocation for projects, ensuring timely completion within budget constraints.
- Promoted a culture of continuous learning through training programs tailored for team members at various skill levels.
- Fostered an environment that encouraged open dialogue between team members; resolving conflicts constructively when they arose.
Jana Small Finance Bank
Business Development Manager
10.2019 - 10.2020
Job overview
- Generated new business with marketing initiatives and strategic plans.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Collaborated closely with marketing team to develop targeted campaigns that generated high-quality leads for the sales pipeline.
- Led cross-functional teams to successfully execute complex projects, ensuring timely delivery and client satisfaction.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Responsible for transition from MFI to SFB; network expansion through new and existing branches
- Responsible for overall data analysis of Customer Acquisition and market penetration; performance and profitability for the bank
- Responsible for ensuring the designed products are in compliance with the regulations and industry norms and mitigating risks, if any identified.
- Responsible for Monthly & Quarterly reporting business trend & insights to MANCO and Board Members
- Interacting & collaborating with multiple lines of business including marketing, finance, compliance, operations & colleagues in risk centres of excellence to develop, implement & revise the customer acquisition strategy/product
- Worked on CRM; tracking, monitoring and reporting through Sales force
- Manage, master & leverage information from various data sources, cross- tabulating to integrate, synthesize and generate enrich information(MIS) and conducting portfolio tracking activities
- Work on rationalization of reports and liaison with BI Team to automate the same.
- Preparation of Dashboards to drive the teams across India to view their achievement till date and analyse growth and view trend to improve or revise their strategy.
- Work actively in co-ordination with the RH Liabilities in Zones to realise and highlight key business trends and issues at various forums like leader Visit, Business Reviews etc.
Jana Small Finance Bank
Project Management Office(PMO) Manager-Liabilities
03.2019 - 10.2019
Job overview
- Responsible for transition from MFI to SFB through new and existing branches
- Responsible for overall data analysis of Group and personal loans ; performance and profitability for the bank
- Worked on CRM; tracking, monitoring and reporting through Sales force
- Manage, master & leverage information from various data sources, cross- tabulating to integrate, synthesize and generate enrich information(MIS) and conducting portfolio tracking activities
- Played a pivotal role in building the liabilities book from scratch - Building up the portfolio in term deposit with special focus on retail deposits
- Gradually sourcing the CASA accounts and maintaining a healthy deposit book through them
- Coupling up the existing book of CASA and TD customer base by cross-selling insurance; primarily Life and General Insurance
- Preparation of presentations and reports at various forums, especially Liabilities to highlight key business trends and issues
- Provide support as first point of contact for any queries related to Program management within the Zone.
- Provide resolution to ad-hoc queries in the zone and provide productivity related analysis for increased traction on productivity driven zone
- Assist and advise managers and teams on the best use of Project Management disciplines and approaches
Jana Small Finance Bank
Analyst - Zonal Command Centre
03.2018 - 02.2019
Job overview
- Assisting the collection & business vertical for managing a portfolio of varied net worth of customers
- Responsible for ensuring the compliance with bank’s policy & audit point of view
- Ensuring daily portfolio monitoring and generating reports daily/weekly/monthly
- Analysed, reviewed & assessed reliability and fairness of financial statements & communicated findings to FRM
- Identified the lapses in process, making structural changes within the system technically as well as strategically
- Conceptualized & modelled a technical score card for rating the customer indices & repayment behaviour
- Observed , researched & formulated an enhanced Demand list for better profiling of the client
- Explored legal litigation for steady flow of recoveries across the coverage area of every single account for PL, Agri & Small batch loans
- Constantly upgraded collection strategies, helping the senior management disseminate & implement on field
- Implemented some of the best practices & standard processes across the verticals to enforce internal control
- Further improving collection efficiency by coordinating & boarding dedicated field , telecalling and legal agencies
- Leading & managing entire Zone of 70 consisting of sales, Technical & agency manpower to achieve desired KRA
Janalakshmi Financial Services
Branch Head Manager
02.2017 - 02.2018
Job overview
- Led a team of sales professionals to exceed performance targets and increase revenue generation consistently.
- Implemented staff training programs aimed at improving overall customer service skills, product knowledge, and sales techniques, leading to increased client satisfaction rates.
- Developed strong relationships with key clients through regular communication, personalized service offerings, and strategic account management.
- Responsible for handling an existing branch with 15K Customer base (28 Cr. Portfolio) but very high PAR post demonetization.
- Conducted internal audit, reviewed & analysed results reporting the discrepancies to the Cluster Head.
- Micromanaging the whole team members from executives to the AM; driving them to meet daily BAU.
- Self-implemented the strategies on field, meeting the customers & observing the lapses and obstacles on both ends.
- Build campaign & reworked on strategies to track/counter non-repayment due to issues & resolve them.
- Optimizing legal recoveries through demand notices, conciliation & Lok Adalat camps; filing of sec 138 for PL.
- Utilizing the Agent Banking for collection deposition to reduce the risk of cash handling by collection executive.
- Identifying and successfully setting up 5 agents for the catchment area to partner with Janalakshmi
Janalakshmi Financial Services
Management Trainee - Sales and Strategies
05.2016 - 01.2017
Job overview
- Worked in different verticals as a M T ; Agent Banking, Payment Banking, Small Batch Microfinance & MSME
- Worked in different Demographies & Geographies, gaining Knowledge & expertise in varied portfolio of products
- Observing and coordinating with the ground force for better understanding of business model
- Developed various strategies for customer acquisition and expanding the customer base
- Cross selling and enhancing the customer connect with the customer & educating them regarding financial inclusion
- Developed strategies to increase staff productivity and better tracking the collections and business health
Newton Consulting
Marketing Intern
04.2015 - 06.2015
Job overview
- Conducted market research to identify target audiences and optimize marketing efforts.
- Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
- Assisted in creating written, video, and image content for marketing channels.
- Enhanced social media engagement through regular posting and audience interaction.
- Rolled out a New Fashion Business idea mainly from Mollywood and Tollywood
- Engaged with client for meeting customer expectations and re-designing the solutions if required
- Expanded the market reach through the existing customers
Institute Of Hotel Management
Assistant Lecturer Cum Instructor
06.2010 - 04.2013
Job overview
- Initiated and facilitated classroom discussions.
- Boosted students'' critical thinking skills through active learning strategies and problem-solving activities.
- Developed strong rapport with students through clear communication, empathy, and genuine interest in their academic growth.
- Met with students during and after office hours to address concerns and offer feedback.
- Managed a diverse classroom effectively by addressing individual needs and fostering an inclusive learning atmosphere.
- Collaborated with colleagues to design effective curriculum, resulting in better alignment of course objectives.
- Organized extracurricular activities such as study groups or tutoring sessions to further support student success outside the classroom setting.
- Participated in weekly faculty meetings and contributed to curriculum review.
- Evaluated student performance fairly by implementing varied assessment techniques, ensuring accurate knowledge measurement.
- Maintained accurate records of student attendance, participation, assignments, and grades while adhering to strict confidentiality standards.
- Provided letters of recommendation and other referrals to students pursuing further programs or employment.
Education
Institute of Financial Management AndResearchChittoor, India
MBA from Marketing
04.2001
University Overview
Institute of Hotel Management And Catering TechnologyDelhi, India
Bachelor of Science from Tourism And Hotel Management
04.2001
University Overview
St. Dominic Savio CollegeLucknow
High School Diploma
03-2006
University Overview
Skills
Experienced with customer relationship management tools
Timeline
Lead - Customer Service
Mahindra Home Finance
05.2025 - Current
Business Excellence - Senior Manager
Mahindra Home Finance
05.2024 - 04.2025
Project Management Office (PMO) Manager
Jana Small Finance Bank
10.2020 - 09.2023
Business Development Manager
Jana Small Finance Bank
10.2019 - 10.2020
Project Management Office(PMO) Manager-Liabilities
Jana Small Finance Bank
03.2019 - 10.2019
Analyst - Zonal Command Centre
Jana Small Finance Bank
03.2018 - 02.2019
Branch Head Manager
Janalakshmi Financial Services
02.2017 - 02.2018
Management Trainee - Sales and Strategies
Janalakshmi Financial Services
05.2016 - 01.2017
Marketing Intern
Newton Consulting
04.2015 - 06.2015
Assistant Lecturer Cum Instructor
Institute Of Hotel Management
06.2010 - 04.2013
Institute of Financial Management AndResearch
MBA from Marketing
04.2001
Institute of Hotel Management And Catering Technology
Bachelor of Science from Tourism And Hotel Management
04.2001
St. Dominic Savio College
High School Diploma