Grishma Nayak

Heading Customer service of Retail Asset products (Since July 2024).

• Designing and reviewing Retail Asset customer service processes keeping in mind complete adherence of organization Policy and compliance.
• Ensure best in class customer service standards are followed by front end staffs. This is done by regular training, reviewing NPS of all loan centres and monthly review of their KRA's.
• Ensuring all complaints (including "Nodal, PNO and BO) are tracked and responded within defined TAT. Have complete analysis of complaints to identify and fill system/process gaps.
• Reviewing book of work for system improvements, approving BRD of projects identified and ensure timely implementation of the same by regular coordination with stakeholder.
• Giving monthly presentation to Department head on customer service projects and matrices to measure current performance with the desired target for the year.
• Analyzing the complaints and appraising the same to MD and other MANCOMM members (committee in Bank) with the reason of the complaints and plan of action to bring down the complaint count.

Regional Operation Manager (June 2022 to June 2024)

• Managed disbursement, Post disbursement activities pertaining to Retail Asset Operation and customer service for 6 Loan centers in Mumbai.
• Managed annual disbursement of approximately Rs. 10 thousand crores with 6 direct reportees and overall team size of 80+ team members.
• Collaborated with senior management to develop strategic initiatives and long term goals.
• Established and directed successful programs focused on system and process changes.

• From August 2020, was in charge of Banking operation team and was mainly responsible for timely NACH registration, monthly Banking of EMI dues and Reconciliation of entries updated in 'Loan Management system and Bank statement'
• Playing key role in doing new business by building partnership with Fintechs
• From February 2019 till July 2020, was designated as 'Regional operation Manager' for Mumbai region
• Responsibility included management of credit and branch operation activities including 'Sanction login, disbursement, post disbursement, Audit, vendor management and customer service'.

• Managing 'Disbursement, Post disbursement and customer service' activities for 'Mortgage & Non-Mortgage' products
• Managing operational activities of PAN India pertaining to 'Disbursement of digital loans of Personal loan product.

• Managed entire transaction processing activities such as 'Part payment, rate revision, closure, refund and dispatch of welcome letters' for all Retail Asset products
• Ensure to check rate revision is properly applied on all loans booked with floating rate of Interest
• Responsibility included managing communication to customers through SMS, letters and Email post changes applied on the loan.

• Development of Management Information system, with weekly and monthly reporting
• Reconciliation of information updated in 'Risk management and P&L' system of the firm and ensure proper reporting is done to senior management
• Coordinating with stake holders to resolve inconsistencies identified during reconciliation activity and ensure data updated in system are accurate.

• Worked at Transaction Management Group Department for UK OTC Market operations and handled Middle office processes pertaining to OTC Derivatives
• Worked on special Assignment given for TMG, Tokyo region
• Profile involved coupon and redemption payment tracking for X-Market Note issued in the OTC Market.

• Worked for client 'Transunion'
• Profile involved managing Team of 12 members and ensure that disputes of US customers on their credit profile is well understood and request for verification is raised for the same.