Lalit Pal

• Performed end-to-end reconciliation for multiple payment modes, including Cheque, NEFT, UPI, Billdesk, Razorpay, BBPS, Cash Deposits/Collections, Standing Instructions (SI), Merchant EMI, and Fuel Settlements.
• Verified the accuracy of payment postings in Vision Plus, monitored payment swaps, and ensured correct SI debit processing on Payment Due Dates (PDD).
• Conducted GL reconciliations, validating customer credits/debits against bank ledger entries to ensure compliance and accuracy.
• Published and maintained MIS reports for senior management, highlighting reconciliation status, payment trends, and exceptions.

• 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.
• 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.

• Automated the NACH/Auto Debit process by collaborating with IT team—prepared BRD, managed system integration, and conducted UAT & PVT to ensure seamless implementation without issues.
• 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 examinations, prepared official reports/RTI replies, maintained administrative records, and handled data entry and documentation to support departmental operations.

Ensured quality control of digital learning content by validating videos, assessments, and SME feedback for accuracy and compliance. Managed issue tracking, escalations, and QA reporting while collaborating with SMEs, and project teams to enhance learning outcomes.