Jaswant Kumar Parashar

• Admin of the Dialer systems across APAC region - Connex & Legacy dialers. Managing technical Dialer and linkage system related issues
• Working as Lead for whole APAC Credit market which includes India, Japan, ANZ, Singapore, Taiwan, Thailand, and Hong Kong
• Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
• Reduced time-to-market by effectively coordinating resources, tasks, and timelines within team.
• Cultivated strong relationships with key stakeholders by maintaining open lines of communication and addressing concerns promptly.
• Streamlined project management processes for improved efficiency and timely product delivery.
• Conducted data-driven analysis to measure product success metrics, informing future enhancements or adjustments.
• Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
• Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.

Team Leader - Credit Operations

Was leading a group of 10‑12 skilled individuals in Credit Operations to handle escalations for multiple credit segments under Credit Risk. Ensuring to keep direct reports motivated, building a highly effective team and guiding them how to progress in their career journey through my passion in empowering them to be world class professionals with effective listening, effective collaboration, coaching and Feedbacks. My team is responsible in handling Card member’s executive escalations via calls/emails, investigating certain issues and provide coaching feedback to the specialists ensuring that American Express provides customer first experience to our Card Members.

• Responsible for Goal setting, Performance reviews and development plan for all direct reports
• Responsible for day to day functioning of Super Lead Gate and managing escalations from Card members with complex situation handling
• Responsible for resolution of all customer and shareholder metrics as per goals
• Manage attrition of team members
• Support team in handling tough cases within depth process knowledge application
• Strong focus on internal SLAs (Service Level & Aging) of CLIC escalations and Aging
• Conduct daily/weekly Coaching & Feedback sessions for SLG Supervisors
• Provide development opportunities, coaching, and resources
• Responsible for compliance adherence for all processes and policies
• Lead and maintain employee satisfaction and morale by using recognition tools available
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.
• Collaborate with GOCM in forecasting, scheduling and leave planning

· Decision making in critical and day-to-day situations

Skill Coach – High Risk Lending (HRL)

• Managing day to day functioning of the team & assisting with escalation calls
• Strengthening team members performance by providing effective support, timely coaching & feedback
• Enhancing process knowledge by conducting refreshers
• Reiterating and improving overall call quality to meet and exceed organization’s standards
• Building and leveraging partnership with segment leaders for successful closure of Non-ACS Inventory. Monitoring calls extensively to ensure quality checks, with the key focus on Procedures and Compliance

Lead Collections Specialist - Lead Escalations Gate

• Facilitating product training for new hires
• Assisting frontline collections specialist with account reviews and escalations
• Facilitating card members with additional spend and extending supports on situational basis
• Ensure that all deadlines are continually met and adequate controls are maintained over processes to ensure integrity of information
• Review and clear certain work lists to ensure that aging of a request stays within SLA
• Reporting performance & Projects on a monthly basis to Senior Leaders
• Ensure and assist frontline peers to meet compliance with prevailing policies and procedures
• Accept Ad-hoc requests on situational basis for customer follow ups
• Investigate and provide Card members with outcome on certain dispute (payments related, incorrect information provided, etc.)
• Remediate accounts upon verifying potential errors to company and endure customer satisfaction
• Performing root cause analysis on type of queries received and respond appropriately in a timely fashion
• Participate in standardization and continuous improvement initiatives as well as other business partner initiatives

Low Balance Past due & Segment currents

• Handled high influx of in-bound and outbound calls pertaining to the reconciliation and collection of delinquent accounts, either directly or through appropriate channels including Payment Inquiry and Reconciliation & Control units
• Analyzed the customer's financial situation and offered the best payment solutions
• Performed consistently to meet performance standards set by the department
• Worked on Current accounts to help card members manage their spending

• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

• Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.

• Developed new client relationships by actively engaging with potential customers and highlighting benefits of product offerings.