Devendra Maurya
DELHI
Summary
Results-driven and efficiency-focused operations leader with 15+ years of experience across digital lending, finance, telecom, and training. Currently leading Digital Sales Operations at Home Credit India, with a proven track record of streamlining operations, enhancing process efficiency, driving conversions, and delivering large-scale training initiatives. Skilled in cross-functional collaboration, regulatory adherence, and data-driven decision-making. Recognized for process innovation, regulatory knowledge (including RBI KYC guidelines), and leadership in digital transformation projects.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Manager – Digital Sales Operations
Home Credit India
Gurugram
10.2021 - Current
- Leading digital lending operations to optimize approval-to-disbursal journeys and drive revenue.
- Partnering with cross-functional teams to resolve operational inefficiencies and reduce process TAT.
- Utilizing analytics to improve reporting accuracy and sales performance visibility.
- Ensuring compliance with regulatory frameworks and operational excellence.
Process Improvement Manager
Home Credit India
Gurugram
05.2019 - 09.2021
- Redesigned and standardized Ops processes and manuals to improve control and compliance.
- Reduced call center error rates by 30% through intelligent disposition mapping.
- Implemented RCA tools, IVR improvements, and data correction protocols to enhance accuracy and CX.
Training Manager
Home Credit India
Gurugram
04.2017 - 04.2019
- Managed North Zone Ops training including design, delivery, and dashboard creation.
- Introduced incentive-linked training, mystery calling, teach-back tools, and knowledge bases.
- Played a key role in Ops attrition reduction through targeted interventions.
Assistant Manager – Training
Home Credit India
Gurugram
06.2015 - 03.2017
- Launched e-checks, training planners, and LMS for improved engagement and monitoring.
- Delivered skill enhancement programs and collaborated on feedback tools.
Senior Trainer / Process Trainer
Home Credit India
Gurugram
01.2014 - 05.2015
- Led NHT, OJT, refresher sessions; recognized for high throughput and trainee performance.
- Created and updated SOPs, certification tools, and floor-readiness processes.
Senior Trainer / Process Trainer
Home Credit India
Gurugram
06.2013 - 12.2013
- Led NHT, OJT, refresher sessions; recognized for high throughput and trainee performance.
- Created and updated SOPs, certification tools, and floor-readiness processes.
Trainer and Coordinator
TRUEWAY EDUSOFT
07.2012 - 12.2012
- Developed custom training based on learner gaps and monitored training effectiveness.
Process & Soft Skills Trainer
Competent Synergies
03.2011 - 06.2012
- Delivered onboarding, refresher, and quarterly upskilling programs.
Citi Phone Officer
IBM Daksh
10.2008 - 03.2011
- Provided support and cross-selling for Citi Bank credit card customers.
- Handled escalations and coached junior team members.
Education
Bachelor of Science (B.Sc) - Physics, Chemistry, Mathematics
St. Andrews College
Gorakhpur01.2008
Skills
- Strategic Leadership & Execution
- Digital Lending Operations
- Regulatory Compliance (KYC, RBI Norms)
- Process Innovation & Transformation
- Call Center & Sales Operations
- Cross-functional Collaboration
- Training Design & Delivery
- Data Analytics & Reporting
- Customer Experience Enhancement
Certification
- Lean Six Sigma Green Belt
- Operations Management
- Business Presentation
- Skills-First Interviewing
- Contact Center Industry Knowledge
Languages
- English, Fluent
- Hindi, Fluent
Timeline
Sr. Manager – Digital Sales Operations
Home Credit India
10.2021 - Current
Process Improvement Manager
Home Credit India
05.2019 - 09.2021
Training Manager
Home Credit India
04.2017 - 04.2019
Assistant Manager – Training
Home Credit India
06.2015 - 03.2017
Senior Trainer / Process Trainer
Home Credit India
01.2014 - 05.2015
Senior Trainer / Process Trainer
Home Credit India
06.2013 - 12.2013
Trainer and Coordinator
TRUEWAY EDUSOFT
07.2012 - 12.2012
Process & Soft Skills Trainer
Competent Synergies
03.2011 - 06.2012
Citi Phone Officer
IBM Daksh
10.2008 - 03.2011
Bachelor of Science (B.Sc) - Physics, Chemistry, Mathematics
St. Andrews College
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