Mayank Kabra

1. Audit and Compliance Leadership

• Designed and executed comprehensive audit frameworks and QA strategies aligned with regulatory and organizational standards.
• Conducted internal and external audits pan-India, ensuring adherence to RBI norms, internal SOPs, and mitigating process risk.
• Developed and implemented revised process flows, audit checklists, and SOPs to ensure standardization and error minimization.
• Performed quality control reviews to identify data discrepancies, and proactively address compliance gaps.

2. Process and Team Management

• Led and mentored a cross-functional QA team of over 35 members, including Tele-Collection, Field Collection, Risk, and Complaints.
• Monitored and governed end-to-end collection operations across zones, ensuring timely escalation and resolution of process gaps.
• Supported HR in hiring decisions, conducted interviews, and facilitated onboarding, and performance reviews.

3. Complaints and Risk Resolution

• Handled critical escalations, including RBI, Ombudsman, Grievance Redressal, and customer service complaints, ensuring timely closure with proper documentation.
• Conducted Root Cause Analysis (RCA) and implemented Corrective and Preventive Actions (CAPA) to address recurring complaint themes.
• Collaborated with internal stakeholders to update training programs based on complaint trends, and compliance findings.

4. Data Analytics and Reporting

• Developed KPI dashboards, scorecards, and Excel-based MIS to monitor QA performance, trends, and compliance deviations.
• Leveraged advanced Excel functions to analyze performance, identify bottlenecks, and support strategic planning.
• Provided data-backed insights for decision-making on operational efficiency, risk prioritization, and vendor governance.

5. Governance, Training, and Documentation

• Created and maintained SOPs, process notes, job aids, and technical documentation used across the QA and Collections teams.
• Conducted L&D needs analysis, designed targeted training modules, and delivered sessions to drive continuous improvement in quality scores.
• Championed the digitization and automation of audit tracking and reporting systems, improving reporting efficiency and compliance traceability.

• Delivered detailed spatial analytics and summarized GIS insights through daily and weekly reports to support project tracking and decision-making.
• Utilized mapping tools to create high-quality data layers, interactive maps, thematic tables, and geo-referenced reports for diverse use cases.
• Ensured strict adherence to database specifications and project protocols, maintaining data integrity, and alignment with international standards.
• Collaborated with internal and external stakeholders to provide GIS-based solutions, supporting cross-functional analysis, validation, and business use cases.
• Conducted rigorous quality assurance checks on spatial datasets, identifying inaccuracies, and ensuring completeness and consistency of geospatial information.
• Mentored and trained junior analysts on GIS best practices, data standards, and troubleshooting techniques.