Years of professional experience
Krunal Naik
Customer Lifecycle Management, Fraud Risk Management & Accounts Receivable
Thane,Maharashtra
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable while successfully managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Successful Leader with over 19 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Overview
19
19
5
5
Years of post-graduation education
2
2
Certificates
4
4
Languages
Work History
AVP - Credit Intelligence & Controls
HDFC Bank
Mumbai
07.2022 - Current
- Handling Strategic decision making from a Fraud perspective for retail asset products like Working Capital, Mortgage Loans, Inventory Funding & Commercial Transport group
- Review, identify, update and prioritize strategic initiatives to provide comprehensive support to senior leadership.
- Managing customer product journeys to facilitate automation & reduce TAT with increased customer data security.
- Identify issues within processes & workforce and implement successful solutions.
- Review of digital journeys across various products & services from a fraud risk perspective.
- Introduction of new vendors & managing existing vendors providing services & reviewing the same from a customer journey & fraud risk mitigation perspective.
- Reporting fraud cases to the HDFC Board & RBI authorities with necessary Root cause analysis, mitigants to be applied & effective implementation across products.
- Facilitate creation of governance policy for adoption by PAN India operations.
- Resolve issues and recommended actions based on compliance reports.
DGM - Dispute Resolution & Service Credit
Reliance Jio
Mumbai
01.2021 - 07.2022
- Managed an on-going dispute portfolio of Enterprise customers across India
- Used critical thinking to break down problems, evaluate solutions and make decisions on assigning the necessary credit to customers.
- Resolved system problems, improved operations resulting in better customer experience
- Defined a working life cycle of dispute management through automation and regular reviews.
- Successfully resolved over 1200+ enterprise customer issues through system correction & necessary credit allocation.
- Instrumental in formulating a hierarchy-based system to manage complaints across all Jio operations in India.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Sr. Manager (Regional Lead Mumbai & Maharashtra)
Vodafone Idea Limited
Mumbai
01.2017 - 01.2021
- Maintaining the Day Sales Outstanding (DSO) ratio through process driven collection operations.
- Compliance towards Rules & Regulations of DOT & GST norms
- Implementing Enterprise Compliance & Operational Risk framework consistently across all product lines.
- Liaising with Senior Management and functional leaders alongside horizontal teams (e.g., Area Sales Managers, Customer Support) and other control functions like Circle & Corporate Finance.
- Working closely with a mix of Product, Sales, Operations, Legal & Technology teams to review the risk associated with the ongoing product management & new product implementation
- Develop training plans to ensure internal teams are abreast of the information required to deal with day-to-day operation.
- Interacting with key customers like Public Sector Banks & Global Enterprise accounts to ensure Gold Service & customer standards are maintained.
- Controlling flow of Bad Debts for the cluster
- Prepared variety of different written communications, reports and documents to ensure smooth operations
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Oversaw daily operations to ensure high levels of productivity
- Led projects and analyzed data to identify opportunities for improvement
- Participated in team-building activities to enhance working relationships.
Zonal Credit & Collection Manager
Vodafone Idea Limited
MUMBAI
04.2011 - 12.2016
- Supervised staff of collectors, monitoring phone calls and letters.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Conducted investigations of customer accounts and payment histories.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Researched and resolved account discrepancies.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Oversaw daily posting of payments to customer accounts.
Credit Monitoring & Fraud Lead
Vodafone Idea Limited
Mumbai
04.2009 - 03.2011
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Credit Lead
Vodafone Idea Limited
Mumbai
04.2005 - 03.2009
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Made decisions and recommendations about extending lines of credit.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Assessed credit risk and analyzed financial statements.
Customer Service Representative
Vodafone Idea Limited
10.2004 - 09.2005
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
MMM - Marketing
Jamnalal Bajaj Institute of Management Studies
Mumbai 06.2008 - 03.2011
M.Com - Commerce
Mumbai University
Mumbai 06.2006 - 03.2008
B.COM -
Bharatiya Vidya Bhavans
Mumbai 06.2001 - 03.2004
Skills
Issue identification and resolution
undefinedPerformance Evaluation
- Rated as a Strong Contributor with HDFC Bank in the first 9 months (Jul 22 to Mar 23) and in the half year ended September 23.
- Rated as A+ in the first annual appraisal with Reliance Jio Infocom
- Consistently rated as a VG with Vodafone Idea Limited
Certification
Yellow belt certification in Lean management
Accomplishments
- Winner of the Supernova Award in 2019 for excellence in leading a
Cross Functional project - Awarded the prestigious WE ARE ONE award in 2018 for building best cross functional synergies with the Enterprise Sales CS team to
recover 100 Mn dues from Enterprise customer - Awarded the Quarterly recognition Mega Star for best non sales
function lead M Pesa (Vodafone M Commerce business) in 2016 - Runner up for Service Excellence Award for the year 2011 2012
- Quarterly recognition Megastar award received for the quarter July
Sept 2010 for overall performance - Mumbai Circle Service Champion certificate received for the Quarter
Oct-Dec 2009
Projects Handled
- Currently handling a project on Commercial Equipment frauds from Mar ‘23
- Managed the complete Dispute lifecycle involving early dispute identification, documentation hygiene, presentation to management & necessary credit posting in system with audit mechanism during the period Jan 2022 to June 2022.
- Lead Managed Service Tax to GST migration of the entire Mumbai enterprise customer base in 3 months in 2017
- Spearheaded a project involving training implementation of an App based technology for 400 field staff Back-office staff leading to Cost reduction by 30 on field payouts in 2016 - 17
- Introduced the first of its kind project in India for Vodafone for paperless verification 2012 involving transformation of over 200 field staff 100 back-office staff
- Nominated as a member of the Quality Champions for the Vodafone Mumbai Circle to reduce operational wastage in the system Mentored a team of employees as a part of the program for GREEN Belt Certification
Timeline
AVP - Credit Intelligence & Controls
HDFC Bank
07.2022 - Current
DGM - Dispute Resolution & Service Credit
Reliance Jio
01.2021 - 07.2022
Sr. Manager (Regional Lead Mumbai & Maharashtra)
Vodafone Idea Limited
01.2017 - 01.2021
Silver Certification in My 4 DX (program from Franklin Covey
02-2012
Zonal Credit & Collection Manager
Vodafone Idea Limited
04.2011 - 12.2016
Yellow belt certification in Lean management
01-2010
Credit Monitoring & Fraud Lead
Vodafone Idea Limited
04.2009 - 03.2011
MMM - Marketing
Jamnalal Bajaj Institute of Management Studies
06.2008 - 03.2011
M.Com - Commerce
Mumbai University
06.2006 - 03.2008
Credit Lead
Vodafone Idea Limited
04.2005 - 03.2009
Customer Service Representative
Vodafone Idea Limited
10.2004 - 09.2005
B.COM -
Bharatiya Vidya Bhavans
06.2001 - 03.2004