Jayshree Nair
Navi Mumbai
Summary
Dynamic Product Manager with a proven track record at ICICI Bank Ltd, enhancing mortgage business operations and NPS through critical thinking and effective teamwork. Spearheaded process optimizations and training, significantly improving service quality and case processing efficiency. Expert in troubleshooting and interpersonal communication, driving seamless coordination across teams for superior customer satisfaction.
Overview
26
26
years of professional experience
Work History
Product Manager Mortgages, Channel Management
ICICI Bank Ltd
11.2021 - Current
- Managing mortgage business through ICICI Securities Ltd & ICICI Home Finance Co Ltd
- Arranging training to RMs on mortgage products and processes
- Addressing payout concerns
- Setting up processes for lead sharing and exploring new opportunities for smoother processing of cases sourced by team
NPS & Service Quality
ICICI Bank Ltd
01.2013 - 10.2021
- Focussing on improvement Net Promoter Scores (NPS) for mortgages through process changes and training to mortgage team
- Handling a team for liaison and coordination with branches and business teams
- Resolving escalations received from senior management, RBI, legal, and consumer forums
- Collaborating with process teams on process improvements to boost NPS and reduce escalations
Online Desk Manager, NRI (Home Loans)
ICICI Bank Ltd
04.2008 - 12.2012
- Credit underwriting of home loans
- Reviewing and setting up processes for handling NRI mortgage loan applications to streamline and expedite processing
Relationship Officer, Home Loans
ICICI Bank Ltd
01.2005 - 03.2008
- Mortgage sourcing through worksite visits, branches and Channel Partners
- Referring third-party products
- Coordinating with customers and credit teams to resolve queries for smooth processing of home loans
Sahara India Financial Service
10.2004 - 12.2004
- Coordination with brokers, DPs NSDL & CDSL for settlement of transactions
Project Assignment at ICICI Infotech Services Ltd
CSS Consultancy Services Ltd
02.1999 - 10.2002
- Opening of Demat Accounts both on NSDL & CDSL
- Managed the Correspondence section, coordinating with Registrars of Companies and customers
Education
PGDBA - DLP - Finance
Wellingkars
01.2008
DBM -
Wellingkars
01.1999
Bachelor of Commerce -
University of Mumbai
01.1998
Secondary School Education -
Maharashtra Board
01.1993
Skills
- Troubleshooting and QA
- Teamwork and collaboration
- Critical thinking
- Interpersonal communication
- Timeline management
Languages
- English
- Hindi
- Marathi
- Malayalam
Personal Information
Date of Birth: 01/08/78
Timeline
Product Manager Mortgages, Channel Management
ICICI Bank Ltd
11.2021 - Current
NPS & Service Quality
ICICI Bank Ltd
01.2013 - 10.2021
Online Desk Manager, NRI (Home Loans)
ICICI Bank Ltd
04.2008 - 12.2012
Relationship Officer, Home Loans
ICICI Bank Ltd
01.2005 - 03.2008
Sahara India Financial Service
10.2004 - 12.2004
Project Assignment at ICICI Infotech Services Ltd
CSS Consultancy Services Ltd
02.1999 - 10.2002
PGDBA - DLP - Finance
Wellingkars
DBM -
Wellingkars
Bachelor of Commerce -
University of Mumbai
Secondary School Education -
Maharashtra Board
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