Ashok Jaiswal
Summary
A seasoned banking and financial services executive with 18+ years of proven expertise in Operational Leadership, Service Delivery, Business Strategy and Risk Management. I have an excellent reputation for my data analysis, finance reporting, variance tracking, business planning, and relationship management skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Business Operations Manager
Transworld System Inc.
09.2010 - Current
- Managing full scale team of 200+ professionals to deliver top-tier debt collection services for a premier clients in the banking and financial services sectors
- Accountable for annual revenue and gross margins goals (P&L)
- Operations SPOC for Internal Audits, Training document creation and Technology changes to support client-internal process
- Prepare MIS to identify trends within the department and ensure maximum productivity is obtained
- Involved in all revenue assurance related activities in the Center such as Customer retention, Employee Attrition and achieving all Service Level Agreements agreed with the Business Area
- Client Management & Servicing, responding to Audit findings and timely closure of complaints
- Closely monitoring customer complaints to reduce operational losses
- Setting up budgets for the process
- Planning resources to ensure maximum utilization
- Motivate, support and develop staff to enhance and maintain the ability to adapt to the changing requirements of a continuously evolving business environment
- Conducting performance (Quantitative & Qualitative) appraisals, concentrating on bottom performers on improving their performance graph & on top performers to promote/ redeploy them in other high end processes
- Identify potential areas for grooming Team leads / Assistant Managers / Managers through regular assessments and mentoring
- Conducting daily / weekly meeting with the team to analyze the performance trend and provide appropriate guidance / training.
Operations Team Leader
Tata Consultancy Services - BFSI
10.2008 - 08.2010
- Led an Operations team of ~40 Colleagues managing a Post Write off Segment for Citibank
- Led Day-to-Day People Operations, Hiring and Developing Talent, Designed Incentive Programs and Developed Effective Operational Strategies
- Setting up budgets for the process
- Conducting performance (Quantitative & Qualitative) appraisals, concentrating on bottom performers on improving their performance graph & on top performers to promote/ redeploy them in other high end processes
- Closely monitoring customer complaints to reduce operational losses
- Tracking all kind of errors made on call and passing feedback to the respective Operator / Team Leader in the weekly /monthly reviews
- Conducting continuous audits on the process and the team’s personal folders and on MIS to ensure compliance and sound functioning of the process ensuring that the teams adhere to all the quality tool and procedures
- Conducting daily / weekly meeting with the team to analyze the performance trend and provide appropriate guidance / training.
Assistant Manager
HSBC - BFSI
05.2005 - 03.2008
- Led an Operations team of ~30 Colleagues to manage customer disputes and merchant chargebacks.
- Coaching associates to achieve higher quality to ensure they provide exceptional customer service to the customers
- Closely monitoring customer complaints to reduce operational losses
- Tracking all kind of errors made while working on dispute files or while on call with customers / merchants and passing feedback to the respective operator / team leader in daily / weekly /monthly reviews
- Motivate, support and develop staff to enhance and maintain the ability to adapt to the changing requirements of a continuously evolving business environment.
Education
MBA - Financial Management
NMIMS
Mumbai05.2024
BBA - Mass Media
Mumbai University
Mumbai04.2003
Skills
- A/R Collections & Billing
- Key Account Management
- Operations Excellence
- Customer Experience
- Finance Operations
- Performance Management
- Stakeholder Management
- Risk Management
- Credit Risk Mitigation
- KPI reporting
- Strategic Planning
- Operational Excellence
- Project Transition
- Employee Development & Retention
- People Recruiting & Talent Acquisition
Certification
- Sig Sigma Green Belt
- Advance Excel & Powerpoint
- Foundation of everyday Leadership
- Security Awareness
- Regulatory Governance
- Anti-Money Laundering, Sanctions, and Politically Exposed Persons (AML)
- Information Security Awareness
- Fair Debt Collection Practices Act (FDCPA)
- Telephone Consumer Protection Act (TCPA)
- Servicemembers Civil Relief Act (SCRA)
- US Bank's Compliance Complaints and Inquiries
- Equal Credit Opportunity Act (ECOA) and Fair Lending
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
INTERESTS
Travelling | Fitness | Nutrition | Food | Music | Sports | Self-Improvement
TECHNICAL SKILLS
MS Office Suite | CRM & ERP | Management System
SOFT SKILLS
Excellent Communicator | Collaborator | Leadership | Planner
Timeline
Senior Business Operations Manager
Transworld System Inc.
09.2010 - Current
Operations Team Leader
Tata Consultancy Services - BFSI
10.2008 - 08.2010
Assistant Manager
HSBC - BFSI
05.2005 - 03.2008
MBA - Financial Management
NMIMS
BBA - Mass Media
Mumbai University
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