Don T. Scaria

• Centralized Disbursal Operations: Spearheaded the centralization of disbursal activities across 11 out of 14 asset products, reducing branch-level disbursals to just 5–7% of total volumes.
• Process and System Rollouts: Oversaw the launch of 100+ new process and system journeys, including end-to-end training and communication initiatives to ensure seamless adoption.
• System Testing and Approvals: Led UAT and sign-offs for 60+ journeys across FinnOne, SFDC, and CRM platforms, ensuring stability and user-readiness.
• Customer Experience: Efficiently managed customer and branch escalations, ensuring timely resolution and closure.
• Insurance Process Optimization: Reduced insurance enrollment exceptions to under 100 cases

• New Product Launches: Successfully launched and operationalized Gold Loans, Personal Loans, Car Loans and Cross-sell products.
• Strategic Projects: Managed key initiatives including the Moratorium Project, Digital Payments Drive, and migration of Micro Enterprises Loans, Joint Liability Group Loans, Micro Housing Loans, and Gold Loans.
• Audit & Compliance: Reviewed and responded to branch and central audits on time; tracked negative observations to implement preventive actions.

• Insurance Process Optimization: Managed the enrolment and settlement of Insurance claims for the rural business vertical and brought down the stage wise processing TAT to less than 2 days.
• Operational Excellence: Monitored the Quality Check team and resolved queries from the branches.
• Conducted UAT for system developments and recommending changes to reduce the error rates across branches.

Operational Excellence :

• Handled daily funding requirements of the business team and coordinated for accelerating bank account openings for new branches.
• Liaised with external vendors & business team for claim settlements & loan sanctions and product team to bring down the loan processing TAT & rejection percentage.

Digital Transformation:

• Drove complete digitization of the loan sourcing and disbursement lifecycle in the Microfinance business, enhancing operational efficiency and supporting exponential business growth.
• Piloted and scaled alternative disbursement and collection methods (wallets, Aadhaar-based, IMPS, eKYC, eSign, Host-to-Host integrations).
• Redesigned disbursement and collection documents, reducing printing and stationery costs by 30%.
• Conceptualized and implemented improvements in in-house Loan Management Portal to help reduce process redundancies and ensure seamless flow to achieve a lower TAT for loan processing.

• Portfolio & Credit Review: Scrutinized credit worthiness of customer portfolios before sanctioning loans. Handled peak volumes of over 25000 cases per month along with quarterly branch visits.
• Performance Monitoring & Market Intelligence: Month on month RAG analysis and competitor analysis to identify and recommend for industry best practices.

• Conducted market research and developed business plans, effectively communicating targets and ensuring alignment across a team of 25+ employees. Acted as a key liaison for resolving inter- and intra-branch operational issues.
• Led regular training sessions for field staff to enhance productivity and morale, initiated rewards and recognition (R&R) programs, and consistently ensured 100% loan collections and disbursal targets