Anupam Bisen
Financial Analyst
New Delhi
Summary
Seeking to handle increasing responsibilities and challenging assignments to utilize my professional skills and knowledge to achieve recognition. Want to be a part of environment that promotes team efforts and provide opportunity for value-based growth while making a significant contribution and may put my best efforts for achieving organizational goals. 16 + years of experience in Backend Customer Services, voucher management, operational support to marketing for system setup for new Product launches, Campaign setup for Value Proposition of new product, Offer communication in terms of SMS & Emailers, all offer fulfillments, reward setup & other system migration and administration Strong analytical skills and ability to work on various Credit Card CRM like Vision Plus, Cardone etc. Having high skills of building and leveraging relationship with customers and stakeholders. Excellent Team Player.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Senior Manager
SBI CARDS
10.2017 - Current
- Direct tie up with the Brand for voucher procurement to full fill the customer’s offer against value proposition of products
- Agency management, invoice processing, voucher reconciliation, order reconciliation, for Joining, Rewards & Loyalty offers
- All Accelerated Reward Program reconciliation, invoicing and payments processing are completed with due diligence & within the timelines
- Handling team of 35 members including a team leader(Asst.Manager) and 7 Individual Product SME(Asst.Manager) which look after Reward gifts, Joining offer and Card value proposition gifts, Website maintenance for rewards section, offer communication, offer fulfillment, Complaint Management etc
- Managing marketing related projects, customer complaints, Vision plus projects and testing
- Supervising & monitoring the daily operations of the team – members, updating team on regular basis by organizing morning huddles for the marketing offers launched by company & other information related to new product launches
- Analyzing escalations to identify process gaps and failures, Preparing Dashboards on Quality metrics
- Doing Root Cause Analysis on complaints escalated to RBI and CGM of SBI to identify the process lapses and liaison with different units to fix those lapses
- Remove Customer pain areas and improve current processes
- Maintained interaction and follow-ups with different departments & sub processes, arranging contests to drive quality on the floor
- To raise POs (Purchase Order) for all partners and merchant to fulfil the various credit card offer program on SBI credit card
- All new product launches setup on sub system and reward setup
- Conduct all VLS related testing and implementation for new credit card launched
- BRD Submission for all the project prioritized by IT
- Conducting all UAT and PVT before final launch of projects for Marketing
- Manage official SBI Card & Tata Card website including all reward and joining related offers and communication channels
- Complaint Management:
- Responsible for offer communication, Offer fulfillment, customer communication in terms of SMS & Email, Campaign launch for new credit card as per the value prop of the product
- Handling team size of 32 people in Marketing Operations
- Responsible for fulfillment of marketing offers and reward program
- Undertake detailed root cause analysis of complaints-closely monitoring trends to provide actionable insights to business for reduction of repeat complaints
- Ensure daily productivity metrics for customer complaint resolution within TAT & accuracy by the team
- Address negative customer feedback immediately
- Analyzed customer issues to identify trends & solution
- Maintains work process flows by coordinating information and requirements with related operational departments; participating with and providing resources to business improvement teams
- Taking initiatives & responding to queries from senior group level independently as requested
- System setup for new product launches
- Arrange regular training session to reduce the wrong referral/NVA
- Vendor/Partner Management:
- Partake in key critical projects pertaining to Marketing -e.g., new enrollment of agencies, billers, system modifications as per RBI and business guidelines
- Process of coordinating with vendors for purchase of EGVs
- Regular recon with Partner brands
- Vendor management and liaising with agencies for query resolution and timely fulfillments
- Undertake regular reconciliations with agency for invoice clearance and agency payouts and empowered to authorize the payouts
- To ensure database is maintained and staff conducts accurate audit to facilitate accurate payout
- Complete Voucher Management Process (Signature, Platinum, Simply Click Cards): procurement of voucher from vendors, Voucher upload and inventory tracking for Premium and Mass products, Management of Voucher inventory, escalation and retention campaigns
- Liaising with respective brands/vendors as a representative for Marketing for escalation management
- Reporting to Finance team at month end for the vouchers procured & dispatch
- Tracking and reporting overall cost comparison for Premium Value Proposition
- Account Management Unit in SBI Cards
Assistant Manager
SBI Cards
05.2015 - 09.2017
- Widely experience in credit card launch, , Customer Complaints handling, rolling offer communication, offer fulfilments handling all backend operations for Marketing in SBI Cards such as Offers/voucher management for various marketing campaigns & Reconciliation & month end reporting to Finance, complaint management, Managing all reward and joining offer maintenance on SBI Card website, V+ and CRM
Senior Executive
08.2012 - 03.2015
- Handled various operations process in Account Management Process
- Processing of Credit balance refund for customers who have paid excess amount in his credit card account post policy checks with due diligence and 100% accuracy
- Processing of account reinstatement for customer’s who’s account are blocked due to delinquency or other risk policy, these account are unblocked post verifying the policy checks with 100% accuracy
- Handled operations for Secured Card & Secured Plus products such lien removal, lien invocation, FD creation, limit enhancement basis the increase in value of FD and other operational process for these product
- Handling customer complaint and request for the above processes
- Identifying the root cause of complaint to improve the process with customer satisfaction
- Productivity and Quality Targets are achieved month on month
Customer Service Executive
03.2006 - 07.2012
- Primary point of contact for credit card holders, providing superior customer satisfaction and answering in depth queries related to credit card
- Assist customer in understanding their bill and explaining the various amount in the credit card statement
- Achieving my AHT and Quality targets while handling customer queries
- Identified various system leakages while handling customer queries such as excess reversal given
- Achieving cross-sell target against flexipay, balance transfer, and Encash
- Awarded with various awards for over achieving cross sell targets & AHT
- Also worked as SME for taking supervisor calls and handling customer escalations
- Projects Undertaken in Marketing Operation
- Transition of e-voucher fulfillment process from one CRM to another CRM
- Following are the steps involved in UAT:-
- Test cases are designed to cover all the functional scenarios of the software
- Selection of testing team
- Executing test cases and documenting
- Makes final adjustments to the code to make the software bug-free
- Sign off- After completion of all bug free software by the end user
- Ensuring All the Vendors, customers & cost center are created
- Migration of offline processes to digital channel to make customer self sufficient & reduce demand at helpline
- Priority Pass issuance automation in Card One (CRM)– UAT / PVT
- Support Marketing team in the project pertaining to no impact on Milestone calculations due to account flip
- Automation of E-Code Resend redeemed against reward redemption, Earlier this process was manual where my team use to resend the e code as per the customer request from vendor portal, Now this has been migrated to Robotics team post all UAT & PVT and thus saving a cost of 4 resources
- Testing & Implementation of all the cost saving project for Cards such as Capping on accelerated program, merchant level capping, reward points forfeiture on blocked accounts, forfeiture of reward points on flexipay & merchant EMI, Blocking of reward accrual on wallet transaction etc
- Achievements
- Successful offshore transition of E-voucher process
- Managed all three phases of transition –
- Training, UAT & final go-live
- Cost Saving of almost 1Cr
- Per month
- Standardized the Reconciliation template with vendor agencies
- TAT for recon reduced from 1day to 2hours from automated report creation
- Change of Value Proposition on mass product through testing in UAT and PVT environment with system level changes on V+ and thus saving cost of 43 Cr/year post changing the accrual ratio from 100:1 to 150:1
- Coordinated with the automation team in automating the manual tasks in the process which helped in saving FTE work in the team
- 2 Manpower reduction through automation of manual tasks & error proofing through mandate fields creation.
Education
PGDBA - Finance
Symbiosis Centre for Distance
M.Sc - Mathematics
Bundelkhand University
05.2004 - 05.2006
B.Sc - PCM
Bundelkhand University
Skills
Financial Management
undefinedAdditional Information
- Awarded Champions of the Quarter for streamline the process, TAT Reduction, Supported in launch of new credit cards, Successful Completion of Various Cost Saving Projects Winner of “Quality Star Achiver” award for the 1st quarter of year 2014 in SBI Card Winner of Spot Award for 3rd quarter of year 2014 in SBI Card Winners of Champions of the quarter award for 1st quarter of year 2016 in SBI Card Best Team Leader award in 4th quarter of year 2017 in SBI Card
- D.O.B :
Accomplishments
- Supervised team of 34 staff members.
Timeline
Senior Manager
SBI CARDS
10.2017 - Current
Assistant Manager
SBI Cards
05.2015 - 09.2017
Senior Executive
08.2012 - 03.2015
Customer Service Executive
03.2006 - 07.2012
M.Sc - Mathematics
Bundelkhand University
05.2004 - 05.2006
PGDBA - Finance
Symbiosis Centre for Distance
B.Sc - PCM
Bundelkhand University
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