Ankit Rawat

Core Responsibilities.

• Provide functional guidance to ensure standardization of Project Execution practices.
• Develop and implement SOPs for the Projects Department. Lead the development of a framework for reporting and MIS.
• Establish a Knowledge Management Framework for sharing best practices, experiences, and key learning across all projects.
• Develop and implement SOPs for the Projects Department. Lead the development of a framework for reporting and MIS.
• Working to accomplish self and team targets.
• Cultivate and maintain strong relationships with clients to understand their needs and preferences.
• Achieve and exceed collection targets by utilizing effective negotiation and closing techniques.

Operational

• Ensure high operational efficiency, quality and service delivery, coordinate with QA for periodic audits and drive compliance with ISO and other quality & safety standards.
• Review the MIS on progress of all projects and submit the same to the Top Management.
• Drive cost savings through process standardization, value engineering and effective project management practices across all projects.
• Drive implementation of project site reporting mechanisms and issue resolution procedures to ensure timely communication of critical information from projects sites; Monitor project budgets, resource requirements, cycle time and productivity norms across all the projects.
• Conduct performance reviews and developmental plans of team members and emphasize on succession planning.
• Emphasise innovation and foster the environment of learning.
• Maintain master data quality by identifying and correcting duplicates, ensuring completeness, and adhering to business needs and reporting requirements. • Conduct regular data quality audits and identify areas for improvement. • Develop and implement master data governance policies and procedures. • Communicate the results of the master data reviews to all stakeholders.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Implemented and developed operational standards, policies and procedures.
• Held monthly meetings to create business plans and workshops to drive successful business.
• Provided strong leadership to enhance team productivity and morale.

• Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals, and forecasting the future requirement of manpower.
• Team management: Manage high performance teams with 36 employees & 3 team leaders to improve organizational efficiencies, and build scalable business processes and infrastructure. Design and run scaled operations with a data-oriented approach.
• Business Growth/ strategy: Provide vision and leadership for business. Keep a record of client KPIs and team's performance against the KPIs. Ensure period training for the team and everyone is up to date with necessary process information. Monitored key performance metrics to identify areas for improvement. Maintained a healthy coordination with the team members to solve problems
• Risk & Compliances: Ensure compliance with all client regulatory requirements, company policy and fair practice policy. Evaluate subordinates' performances ethically and assist higher management to make recommendations for hiring and other personnel actions.
• Employee performance management: Designed and implemented the performance management plan and incentive plan. Trained and guided team members to maintain high productivity and performance metrics.
• Quality: Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction. Collaborated with cross-functional teams to develop and implement CRM and system improvements.
• Customer service and Experience: Ensure the team is aligned to process updates and policies and follow call parameters that enhance customer experience by providing support and guidance. Ensure high-resolution % and closures within TAT.
• Fraud Detection/Internal Audits: Perform internal audits regarding CRM documentation and the calls made to the customer and analyzing the fraudulent activity done by the sales team. These set of audits are performed based on the calls made by my respective members. High-risk cases are discussed with the management, contribute in strategy building and providing constructive feedbacks to the respective team.
• Collection Efficiency: Monitor and Control delinquency and minimize credit losses for unsecured lending products. Develop and execute collection strategies consistent with the nature of exposure and gravity of delays in payment. Daily monitoring and regular reviews of delinquent portfolio to make cohort-wise strategy for North and East regions of India.
• Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.

• Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
• Improved operational efficiency by streamlining processes and implementing time-saving strategies.
• Led a team of professionals to achieve project goals on time and within budget constraints.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Monitor team performance, set targets, and provide feedback and coaching to improve performance.
• Worked with a team to identify areas of improvement and devised solutions based on findings.
• Managed leave requests and absences, and arranged covers to facilitate smooth flow of operations.
• Worked with multiple stakeholders and teams across the organization in a collaborative manner.
• Provide customer support in case of any escalations.

• Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
• Maintained and prioritized to-do list, and followed up to complete tasks on time.
• Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
• The task was to generate revenue by collecting pending EMIs, which were based on the credit they have opted for.
• Interacting with customers on loan defaults and ensuring smooth functioning of repayment towards it.
• Ensuring SOP adherence and Call Quality is followed while making outbound calls to the customers.
• Responding promptly to customer inquiries. Keeping records of customer interactions, comments, and complaints.
• Addressing customers' grievances and maintaining company's integrity.

• Suggesting holiday destinations across the globe based on customer needs.
• Negotiating and handling objections of the customers, if any.
• Gathering their feedback post-travel in order to increase the networks.
• Suggesting holiday destinations across the globe based on customer needs.
• Planning/Arranging a complete tour for customers outside India, especially European countries. Have been awarded as man of the match for generating the highest revenue of a 3-month-long contest.

• Was associated with Jet Airways and served in a loyalty program.
• Have dealt with the premium customer and helped them redeem their JP miles and issue vouchers
• Coordinating with the reservation team in case of travel change by customers.
• Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
• Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.