CHETAN PATHARE

Work History

Total Experience: 24
Data driven, demonstrated excellence in Strategy for Service Delivery, Business Intelligence, Automation across department & products
Expert in Customer Experience process engineering
Enterprising leader with strong focus on C-SAT, NPS, Revenue / Debt Management (Collections) & Loyalty Sales
Experience in multiple domains – Real Estate, Digital Marketing, Utilities, Insurance and Financial Services

Vice President – CRM & Home Loans. Head for Ancillary Services

RUNWAL GROUP, MUMBAI

04.2023 - Current

Lead strategy and execution of CRM initiatives for Runwal Forests & Runwal Pinnacle; Home Loan Connector income for all Mumbai Projects & Ancillary Services across all projects
Developed and implemented CRM strategy that is aligned with business goals for all Mumbai Projects
Example – On Boarding Tracker, Collections Tracking with Promise to Pay Dates, Possession Trackers, C-SAT & NPS Summary, Retention Tracker, Home Loan – Connector income, Complaints & Query dashboard for both Sustenance & Facilities Management & RERA Matters
Leveraged this Business intelligence to redefine customer segmentation, created specific strategies to better NPS, Retention, Debt Management (Collections), Loyalty Sales & Home Loan connector fee income
Implemented automation opportunities along with internal IT team to reduce TAT for critical processes with data integrity
Re-worked policies, process & manpower allocation for cost effective & smooth functioning
Collaborated with inter-company departments for faster resolution of customer responses, open customer complaints
Example – RERA Matters/ Construction Forecast & Status/ Marketing Campaigns etc
Ensured first time resolution & escalation matrix with defined turnaround time
Being humble, empathetic, & timely follow up with concerned parties is the key to resolve customer concerns
Leverage strong business relationships with Banks & NBFCs to ensure smooth disbursements for Bank funding cases
Support sales teams with campaigns with banking partners for innovative Loan products to boost sales
Defined processes for efficient sanctions and disbursements that ensures timely Collections and gives comfort to the customers as they are handled with care by our in-house team
Develop marketing & business strategy for driving Loyalty and Referral sales from existing customers by identifying target segments & creating segment specific repurchase & Referral Reward programme
Coach and mentor team members on statutory initiatives – RERA, Consumer redressal forums, Legal aspects etc
Head for Ancillary Services – Revenue sharing model via partnerships with Rental & Interior Service Providers
Created Intellectual Property ‘Runwal Home Delights’ wherein Interior Designing brands / Electronics Retailer brand / Banking Partners / Mobility Partners / Rental Agencies are invited to showcase their products to existing customers
Tie-up done with these partners to control revenue leakages
Revenue generated by partners is shared with ‘Runwal Home Delights’
This model is across all projects

Assistant Vice President – CRM & Home Loans

RUNWAL GROUP, MUMBAI

04.2021 - 03.2023

CRM Head for 2 Projects & Head of Home Loan services
Driving and achieving Customer Delight by deploying strategy and processes for timely response and resolution of Customer concerns
Received appreciation for contribution towards Digitization of Sales & CRM Function
Liaised with internal technical and process experts to drive special organization specific initiatives
Implemented strategy based on surveys, to benchmark customer experience and enhance brand value proposition through various customer touch points
Lead in-house Home Loan P&L
Re-negotiated connector fees for increased connector fee payout
Tie-up initiated with 15+ Banks/HFCs
Re-engineered and implement industry specific best practices & processes for better monitoring

General Manager – CRM – Runwal Forests

RUNWAL GROUP, MUMBAI

12.2016 - 03.2021

1,175 Possessions done for Phase of the project (93%) within 1 year (including COVID Period)
>1,000 Crs
Collected in last 3 years of the life cycle
Awarded ‘’Employee of the Month’’ for October 2019
Designed the Facility Management process for Runwal Forests and implemented software for monitoring possession process via SFDC and LOKATED
Designed and implemented metrics to monitor process quality, efficiency and productivity followed by surveys, audits and feedback mechanism to understand improvement area
Leveraged these findings for continuous business process improvement
Astute budget planning resulted in ensuring revenue targets were consistently achieved

DGM – Customer Care (Head – Registration Department)

LODHA GROUP, MUMBAI

05.2015 - 12.2016

Successfully implemented Phase 1 of Electronic Registrations (e-Registrations) for Codename Big Bang (LODHA AMARA), and for 4 clusters for Mega City project, PALAVA at Casa Rio, River Dale cluster located at PALAVA, Dombivli by coordinating with Inspector General of Registration’s (IGR) head office in Pune
Delivered flawless registrations of >1.1k customers for LODHA AMARA, Thane within 1.5 months
Efficient process management via SFDC ensured cost saving that was added to vertical level P&L

AGM – Customer Care (NRI Relationship)

LODHA GROUP MUMBAI

07.2014 - 04.2015

Managed ‘Hub and Spoke’ model with 3 Relationship Managers based in Dubai
Premeditated the nuances in managing existing NRI Relationships and mitigated risks that impact customer experience by reengineering current processes for NRI customers
Drove Loyalty programme for up sales across all verticals and region

AGM – Customer Care (Project – In charge for LODHA - NEW CUFFE PARADE)

LODHA GROUP MUMBAI

10.2011 - 07.2014

Lead the post sales operations including life cycle management for LODHA - NEW CUFFE PARADE with focus on Collections, C-Sat, and Loyalty and Referral Sales
Collected +95crs in May’14 from Lodha Enchanté, customers
Strategized month on month Collections / Revenue Forecast through customer's life cycle
Liaise with internal Liaison Team and MMRDA Government officials for smooth retrieval of relevant NOCs

Manager – Operations

ECLERX SERVICES LTD. MUMBAI

01.2009 - 09.2011

Transitioned 2 critical Client business deploying standard organizational principles and Six Sigma methodologies
Introduced ‘Purchase Behaviour’ dashboard that provides insights to the Client about customer purchase patterns based on volume and revenue analysis
Managed CRM related business operations for a Retail giant
Managing a team of MIS Executives, Business Analysts and Data Quality specialists, responsible for delivering 54 reports QoQ to illustrate business health and enable tactical CRM decisions

Manager - Operations

EXL SERVICE (I) PVT. LTD. PUNE

01.2007 - 12.2008

Was awarded ‘Excellent Performance Award’ for FY 2007
Initiated and implemented process improvement projects driven by the onshore and offshore teams using Six Sigma methodologies
Planned & implemented ‘Rewards and Recognition’ activities on the floor
Managed Operations for 2 processes in the Utilities Vertical of a UK based client
Responsible for managing a team of 3 Assistant managers, 6 Subject Matter Experts and 120 Associates and ensuring service delivery

Assistant Manager – Persistency Operations

TATA–AIG LIFE INSURANCE LTD. MUMBAI

11.2004 - 01.2007

Sustained Company Level Persistency of >80% for 3 consecutive quarters
Conducted training and awareness programs on Persistency Metrics for the core team and Distribution Channel Managers
Responsible for Outbound Tele-Calling Operations, compromising of in-house and outsourced units
Implemented and delivered strategic campaigns & projects of customer satisfaction survey, risk mitigation, telephone update, special orphan database re-instatement’s etc
Team size of 4 Zonal Assistant managers, 5 Supervisors and 60 tele-callers
Successfully initiated / implemented & managed the SMS tool used for sending Premium Reminder Notices

Team Leader – Operations

INTELENET GLOBAL SERVICES, MUMBAI

05.2003 - 10.2004

Received ‘Best Team Leader’ award multiple times in my tenure at Intelenet Global Services
Managed a team of 12 CSA’s, in an inbound voice-based customer service process including up-sales
Conducted Training needs analysis and Audits to identify gaps and ensure training plans are created and implemented effectively
Core member of Revenue Generation Ideation Team and responsible for analysing and identifying new areas of revenue generation and drafting an Improvement Plan

Team Leader - Operations

TRANSWORKS INFORMATION SERVICES, MUMBAI

12.2000 - 05.2003

Awarded best team leader for the month of October 2002
Successfully completed workshop on COPC
Responsible for managing 10 FTE’s performance and in charge of attaining process goals

Overview

Work History

Vice President – CRM & Home Loans. Head for Ancillary Services

Assistant Vice President – CRM & Home Loans

General Manager – CRM – Runwal Forests

DGM – Customer Care (Head – Registration Department)

AGM – Customer Care (NRI Relationship)

AGM – Customer Care (Project – In charge for LODHA - NEW CUFFE PARADE)

Manager – Operations

Manager - Operations

Assistant Manager – Persistency Operations

Team Leader – Operations

Team Leader - Operations

Education

Bachelor of Commerce - undefined

Diploma in Software Management - undefined

Personal Information

Timeline

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