Ajay Raut
Sr. Process Analyst
Pune
Summary
Experienced Finance Specialist with a demonstrated history of working in the financial services industry. Skilled in Operations Management, Team Development, Executive Management, Auditing, and Team Spirit. Strong finance professional with a Master of Arts - MA focused in English Language and Literature/Letters from Yashwantrao Chavan Maharashtra Open University.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
10
10
years of professional experience
1
1
Language
Work History
Manager-Credit (Sr,Process Analyst)
Poonawalla Fincorp
Pune
02.2025 - Current
- As a Senior Process Analyst for the newly launched Poonawalla Education Loan product, I was responsible for end-to-end process ownership, encompassing the creation of SOPs, BRDs, and MIS. I led system validation via UAT, managed the E2E vendor onboarding process, and drove critical quality improvements, successfully improved FTR by 35%, E2E TAT, and enhanced FTR/FTNR metrics across the credit underwriting function.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Improved m
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Service Manager
LEO 1
Pune
02.2023 - 02.2025
- Supervise, train, and guide a team. Set performance goals, and provide regular feedback to team members. Conduct performance evaluations and provide feedback on any performance issues. Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution. Develop SOPs for customer service processes and procedures. Simplify to enhance the overall customer experience. Stay updated on RBI regulations and ensure that you align with these regulations. Monthly conducting audits and training sessions. Use CRM systems to manage customer interactions with the organization. Maintain accurate data and up-to-date customer records.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty. Managed over 50 customer calls per day.
Strategy Manager
LEO 1
Pune
10.2022 - 02.2023
- Collaborate with senior leadership to develop and refine the company’s strategic goals and objectives in the context of the industry. Contribute to the formulation of long-term business plans. Identify opportunities to optimize operational processes, reduce costs, and enhance productivity within the finance department and across the organization. Implement best practices and process improvements to streamline workflow.
- Optimized resource allocation through rigorous budget management and cost control measures.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
Business Development Executive
Kudos Finance
Pune
08.2020 - 03.2022
- Onboarding new fintech partners. Researching prospects (Fintech) and understanding the product to pitch the API solutions. Vendor empanelment, negotiation with vendors to onboard them as partners, and understanding tech stacks to offer solutions to partners in the integration process. Understand Fintech products: invoice-based finance, credit cards, agri loans, educational loans, etc. Handling internal audits to adhere to the compliance. Understanding the legal policies to onboard FinTechs. Reporting of daily disbursement, aligning disbursement as per the target set for the month. Resolving issues of partners under TAT.
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Communicated directly with customers and partners to build strong business networks and relationships.
Co - Founder
Diamond Financial Services
Pune
08.2017 - 07.2020
- Exploring the real estate market to onboard the prospects looking for credit facilities. Understanding prospects and income to determine the eligibility for loans. Tie-ups with various banks, such as HDFC Bank, Axis Bank, ICICI Bank, Yes Bank, and NBFCs like Aditya Birla, Fullerton, Aadhar Housing Finance, LIC, etc. Onboard the prospects based on their eligibility with the best suitable banks/NBFCs. Adhering to all the complaints, and having a sound understanding of documentation for onboarding. Understanding KYC based on all products: Home Loan, Personal Loan, Mortgage, and Business Loan. Tie-ups with various builders for business expansion. Working as a DSA with multiple banks/NBFCs. Achieved more than 1 crore disbursement within 6 months, achieved 15 lakhs in revenue within a year's span.
- Grew the customer base through targeted outreach and networking events.
- Streamlined operational processes for improved efficiency and cost reduction.
Senior Customer Care Executive
TATA Sky Ltd.
Pune
01.2016 - 04.2017
- Handling a team of 10 people. Handling customer complaints and understanding the issues. Resolving customer complaints within TAT. Giving resolutions to the issues. Preparing the KRA for the team. Understanding the team's issues and helping them achieve targets. Awarded as Best Team for achieving the target within TAT, and Best Performer.
- Reviewed associate performance to identify training needs.
- Engaged clients in person and over phone to answer questions and address complaints.
Education
Master of Arts - English
YCMOU
Beed, India01-2020
Bachelor of Arts - English
YCMOU
Beed, India01-2018
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Time management
Customer service
Staff training and development
Timeline
Manager-Credit (Sr,Process Analyst)
Poonawalla Fincorp
02.2025 - Current
Customer Service Manager
LEO 1
02.2023 - 02.2025
Strategy Manager
LEO 1
10.2022 - 02.2023
Business Development Executive
Kudos Finance
08.2020 - 03.2022
Co - Founder
Diamond Financial Services
08.2017 - 07.2020
Senior Customer Care Executive
TATA Sky Ltd.
01.2016 - 04.2017
Master of Arts - English
YCMOU
Bachelor of Arts - English
YCMOU