Mangeshkumar Agrawal

• Process Audit related to Insurance Booking, Issuance & Customer Service Related Transactions
• Associated with checking of Insurance Related applications / agreement, policy & insurance Clause related checks & monthly reporting of the same
• Managing Concurrent Audit of Insurance Processes and ensuring Corrective and Preventive Actions
• Co-ordination of Insurance Partners, BFL IT, COE & other stakeholders to ensure compliance of the process at respective stages and implementation of the suggested process Guidelines

• Responsible for operations & services of Fixed Deposits Business for Rest of Maharashtra & Gujarat through Dedicated & Service Branches
• Ensure timely and effective implementation of all new or revised process, policy and changes
• Achieve FD ops matrices month on month for the Region like Processing on TAT, quality, Banking TAT, Inward, Dispatch TAT of branches
• Maintain liaison with Critical Stakeholders viz Sales, Central Operations, Admin and customer Service teams and ensure to avoid any escalation
• Implement and communicate any changes in process, policy and reiterate changes
• Analyze MIS reports and take corrective measures with Area Operations Managers (AOMs) for non-performing branches
• Arrange timely con-call with AOMS and branches to download the information to last mile
• Conduct branch visits to review compliance with SOPs, processes followed and review Service to Sales
• Present monthly progress updates, highlights and low lights, attrition, and quality scores to National Manager and National Head
• Collaborate with sales and admin teams to address day-to-day issues and fix basics
• Conduct training sessions with sales to improve process awareness on critical processes and topics
• Participate in selection process to hire suitable candidates
• Develop individual training plans and performance objectives for team members, conduct reviews, and complete appraisal processes within set timelines

• Managed end-to-end mandate registration process for Direct Debit/NACH & SI, monitored dispatch of mandates, engaged with banks and relationship team to resolve issues
• Ensure timely validation and updation of MRN for ETB cases
• Reduced manual intervention in MRN updation or Repay/Sub Repay mode correction through engagement with IT & PMO team
• Additional support for reduction of transactions bounced with technical grounds for SME Segments
• Led tele-callers for curing of mandates rejected by the banks
• Resolved daily issues related to cash pick-ups and discrepancy debits across all branches. Published daily trackers for internal teams/branches to provide the status of resolution within TAT or beyond TAT
• Coordinated with banks to ensure delivery of cash in BFL branches for gold loan requirement. Monitored smooth coordination between branches and recon team for timely closure of open entries in recon(cash pick up account and Cash delivery Accounts including In-Transit Account)
• Collaborated with banking relationship team for cash pick-up and delivery activation in branches, including storage of LOI and commercial letters
• Monitored timely updation of fate for cheques, close open deposit entries beyond T+3 working days. Escalation with branch regional heads for error in passing of receipts by their branch members to process accuracy
• Converted GBO pick up deposition branches into CMS customer code branches. Validation of the same in the bank statement and bank MIS before publishing it
• Tracked receipt updation on collections' request for amount as per credit received in Bank account with end-of-day checks
• Coordinated with recon team for closure of open entries in recon with dedicated timelines. Ensured no receipts were updated in duplicate with checks and control

• Reconciliation, Fund Tracking & Transaction Presentation
  • Managed Loan EMI collections through Direct Debit, ECS & Post Dated Cheques as per SLAs and TAT, ensuring 100% funding from banks
  • Monitored reconciliation of accounts for transactions processed and controlled CRM for query resolution within TAT and SLAs
  • Identified process re-engineering opportunities and executed improvements for reduced manpower, system time, accuracy & error control
  • Coordinated with Business Units, IT and Customer Service to meet banking requirements and provide effective support and team empowerment
  • Relationships with Service Providers for ECS, Banks for DD & PDC for smooth day-to-today operations, manage process changes due to regulatory requirements, new initiatives or tie-ups. Ensured Bill payment on time to the banks & service provider
  • Engaged with Service Providers/Banks to manage Standard Operating procedure as per internal requirements for collections through Direct Debit, ECS and PDC
  • Support for reduction of technical bounced transactions, supervising Tech Bounce calling and Mandate Health Check activities
  • Developed strong business relationships with key business partners like Bankers, Service Providers
  • Ensured timely and adequate support to Banks, Service Providers, Business segments, Functional areas, etc.
  • Data Analysis on daily, weekly, monthly basis and power point presentations and MIS reports for reviews

· Setting up of Nodal Account & Payment Operations through Electronic Payouts for Merchants\Clients – Aggregation Business Set up

· Developing a system in collaboration with the Technology team for ECS, Payment Gateway

· Co-ordination with the banks for Netbanking tie-ups of Payment Gateway

Managed Product documentation for Operations and Service Unit

• Setting up of Nodal Account & Payment Operations through Electronic Payouts for Merchants/Clients – Aggregation Business Set up
• Developing a system in collaboration with the Technology team for ECS, Payment Gateway
• Co-ordination with the banks for Netbanking tie-ups of Payment Gateway
• Managed Product documentation for Operations and Service Unit

• Managed Processing and reconciliation of payment gateway transactions from banks, including net banking, debit cards, and credit cards
• Handled settlement of funds from the Banks for Final Payout to clients & customer refunds through these banks as per the TAT(Inflow & Outflow of funds strictly on TAT)
• Close exceptions from banks or internal teams promptly
• Managed transaction summary MIS, referred as payment reports to the clients for remittances made to their account
• Coordinated payouts to banks for commission on Payment Gateway transactions
• Chargeback dispute settlement with the banks / Merchants
• Collaborated with Business Solution and Technology teams to address Client's Business Requirement Specifications
• Ensured timely Collection of Receivables for Top Clients – Payment Gateway

• Managed payment processing centrally across 80 locations PAN India on daily basis to meet the SLAs defined for the product ECS, Direct Debit & PG
• Supervised and coordinated activities related to centralized payments for clients across the country, including fund flow management(inflow & outflow), liasioning with branches for payment-related issues, and investing surplus funds in mutual fund houses prior to the RBI guidelines of 2010
• Collaborated with the Technology team to ensure optimal support and reviewed system features to propose amendments for efficiency. Initiated operational/technology projects with concerned teams based on client requirements
• Responsible for documentation of payment and funds management processes, facilitating ISO and ISMS certifications. Ensured Business Continuity Plan (BCP) of Operational Processes
• Handled BRS and Debtors reconciliation, generated Daily Reports to clients
• Maintained high client satisfaction through effective account management, liaising with clients on a monthly basis to gather feedback and check for any amendments or improvements in the existing system
• Managed Receivables for Top Clients – ECS, ensuring timely collections.

• Responsible for coordination with major banks, Billdesk branches and Client, led a team of 8 individuals to ensure smooth day-to-day operations.
• Processed Client Transactions through Direct Debit processing & ECS Debit Clearing
• Managed Mutual Fund Processes for TOP Clients & Online Payment Gateway activities for Collection of merchant utility bill payments
• Managed the Registration & Payment for EBPP – Electronic Bill Presentment and Payment with Various Banks