Lalit Pal

Quality Assurance – Payments and Reconciliation.

• Performed end-to-end reconciliation for multiple payment modes, including cheque, mobile/net banking, NEFT, UPI, Razorpay, Billdesk, BBPS, cash deposits, cash collection, and Standing Instructions (SI).
• Verified the accuracy of payment postings in Vision Plus, ensuring that manual entries by the payments team were correctly processed and aligned with customer accounts.
• Monitored and validated payment swap processes, ensuring customer requests were executed correctly and without discrepancies.
• Published and maintained MIS reports for senior management, highlighting payment trends, exceptions, and reconciliations.
• Conducted GL reconciliation, validating customer payment credits/debits against Bank General Ledger entries to ensure accuracy and compliance.
• Oversaw Standing Instruction (SI) debit processes, ensuring due amounts were correctly debited from customer accounts on the Payment Due Date (PDD).
• Handled merchant EMI reconciliation, including invoice validation and settlement.
• Verified and reconciled UPI fuel settlements, ensuring the correctness of credits and settlements.

• Ensured the quality of applications sourced by the sales team, verifying KYC and policy compliance across Pan India.
• Conducted audits of DIP Desks (Credit Cards and Merchant Acquiring), and sales processes to maintain compliance and quality standards.
• Led a dedicated team (including HBL manpower) to achieve all sales quality parameters, and improve sourcing accuracy.
• Analyzed the performance of Sales Managers and teams; prepared reports on customer complaints, and submitted resolution steps to the RBI.
• Coordinated with multiple departments to escalate and resolve issues, and handled PAN India bad company profiles to identify lapses in sourcing.
• Collaborated with Product and Policy teams to update business policies, share error trends, and implement process improvements.
• Provided monthly training and audit programs to sales teams; mentored telecallers, team leaders, and unit heads on sourcing policy, product knowledge, and KYC norms.
• Conducted quality checks of incoming and outgoing calls related to credit card applications to ensure adherence to compliance.
• Drove projects to improve service quality and customer experience using complaints, grievance data, and feedback from service partners.

• Created management reports with recommendations for problem identification and resolution.
• Managed development resources by setting clear business and technical expectations, delegated project work, and set resource goals.
• Collaborated with management, operations, and support teams to ensure service excellence and process improvements.
• Conducted data analysis, updated master data, and handled financial reconciliation, including monthly credit/debit transaction tracking.
• Managed NACH and auto-debit communications across the website, mobile app, SMS, letters, and emails.
• Handled customer complaints, provided product-related resolutions, and ensured SR closure.
• Monitored systems by tracking payment files with IT teams and agencies (e.g., BillDesk), highlighting errors, and supporting UAT and PVT testing before deployment.
• Prepared monthly and fortnightly dashboards for process review and supervisor approval.
• Supervised a team of 5 or more members (FTEs and NFTEs), ensuring smooth operations and productivity.
• Proficient in applications like Vision Plus (V+), REMS One, and Card One.

• Coordinated with delivery riders on locations, rosters, and shift timings to ensure smooth operations.
• Liaised with restaurant vendors regarding orders, delays, and service quality.
• Maintained and updated daily reports on orders, vendors, and delivery performance.
• Ensured customer satisfaction through timely deliveries and regular feedback collection.

• Assisted in faculty recruitment and examination processes, including the Common Entrance Examination.
• Prepared official reports, RTI replies, and coordinated with internal and external departments.
• Maintained administrative records such as file registers, diary, dispatch registers, and correspondence.
• Handled data entry, documentation, and computer-based tasks to support departmental operations.

Quality Assurance and Content Management.

• Ensured quality control of digital learning content by maintaining a structured video database and monitoring SME feedback for accuracy, clarity, and usability.
• Conducted content validation, issue tracking, and escalation to higher authorities, ensuring timely resolution of quality-related concerns.
• Assisted in testing and verifying digitized assessments (Self-Learning, Credit Accrual, and Mock Tests) before deployment on tablets.
• Generated weekly QA and performance reports, supporting continuous improvement in assessment quality and student learning outcomes.
• Collaborated with SMEs and project leaders to ensure compliance with content quality standards and educational objectives.