Navmita Das Nandi

Responsible for designing and executing employee engagement strategies that align with company goals and foster a positive, inclusive workplace culture. Key focus areas include internal communications, employee experience, recognition programs, feedback mechanisms, and collaboration with cross-functional teams.

Key Responsibilities:

• Strategy & Planning: Develop engagement strategies, track KPIs, and implement improvements based on employee feedback.
• Internal Communication & Culture: Drive consistent messaging, promote company values, and support DEI initiatives.
• Employee Experience: Organize onboarding, town halls, team events, and milestone celebrations.
• Recognition and Rewards: Manage R&R programs, and ensure timely fulfillment of awards and promotional materials.
• Feedback and Listening: Conduct surveys and pulse checks; act on feedback in partnership with leadership.
• Learning and Growth: Collaborate with L&D teams for upskilling, job mobility, and career development efforts.
• Reporting and Analysis: Track engagement metrics, and present insights to leadership.
• Collaboration: Work with department heads to align engagement efforts, and support change initiatives.
• Logistics and Vendor Management: Coordinate events, manage vendor relationships, and handle PR and procurement processes as per guidelines.

Responsible for evaluating financial risk and making informed credit decisions for loan and insurance applications. This role involves assessing borrower profiles, ensuring compliance, coordinating with internal teams, and using data-driven tools to support risk-based decisions.

Key Responsibilities:

• Risk Assessment: Review applications, financials, credit history, collateral, and capacity to determine borrower creditworthiness, and set terms for loans or insurance products.
• Decision-Making: Approve or escalate unsecured loan applications within authority limits, ensuring alignment with underwriting policies, and risk appetite.
• Compliance & Documentation: Maintain accurate records, prepare policy documents, and ensure all processes meet regulatory and internal compliance standards.
• Internal Coordination: Work closely with processing teams and internal departments to gather required documentation, and clarify decisions.
• Customer Interaction: Communicate clearly with clients or brokers, explain decisions, and gather missing information while maintaining a professional, solution-oriented approach.
• Market Insight & Development: Stay updated on market trends, product changes, and risk patterns; continuously upskill in underwriting tools and processes for personal and home loans.
• Technology Usage: Leverage underwriting systems and tools for evaluation, pricing, and reporting; ensure data accuracy, and efficiency.
• Collections Insight: Collaborate with collections teams to understand customer repayment behavior, especially during challenging periods, and offer restructured solutions when applicable.

Responsible for end-to-end operational management of receivables financing, including invoice validation, client onboarding, disbursements, credit risk monitoring, compliance, and stakeholder coordination. Ensures accuracy, timely processing, and adherence to internal controls, and regulatory guidelines.

Key Responsibilities:

• Invoice Processing: Validate and process customer invoices as per program terms; coordinate with clients for corrections or clarifications.
• Client Onboarding: Support new client onboarding, verify KYC and compliance documents, and set up client profiles and limits.
• Disbursements and Collections: Process payments, track collections from debtors, and reconcile discrepancies.
• Credit Risk Monitoring: Monitor debtor performance, support credit limit reviews, and escalate overdue or disputed accounts.
• Reporting and Reconciliation: Prepare regular reports, perform ledger reconciliations, and track funding utilization.
• Compliance & Audit: Maintain documentation, support audits, and ensure adherence to regulatory and internal controls.
• System & Data Management: Manage receivables finance platforms, ensure data integrity, and support system updates.
• Stakeholder Coordination: Liaise with internal teams and external partners to resolve queries, and manage recoveries.
• Training and Quality Assurance: Stay updated on product and process changes, share knowledge with the team, and oversee quality checks and payment allocations.

Responsible for overseeing daily operations across multiple business units (Imports, Exports, Receivable Finance), ensuring data accuracy, maintaining quality standards, and generating reports for senior management. The role demands strong coordination, attention to detail, and continuous self-development and team development.

Key Responsibilities:

• Coordinate with business units to gather data and generate regular MIS reports.
• Present operational productivity reports to senior management on a weekly, monthly, and quarterly basis.
• Perform daily quality checks and identification controls to ensure compliance with bank standards.
• Maintain accurate records, and track key operational activities.
• Lead self-training initiatives, and share updates with subordinates for ongoing development.
• Manage and report on quality assurance metrics as part of the MIS process.

This role focuses on managing and growing customer relationships through virtual channels, while delivering personalized financial solutions. It combines sales, portfolio management, service delivery, and compliance within a digital-first environment.

Key Responsibilities:

• Customer Relationship Management: Serve as the primary contact for assigned customers, proactively addressing their banking needs via phone, email, chat, or video. Build strong, trust-based virtual relationships.
• Sales and Revenue Generation: Identify cross-sell and upsell opportunities across banking products, such as CASA, loans, insurance, and mutual funds. Achieve set sales targets, and execute campaigns to increase product adoption.
• Portfolio Management: Monitor and manage customer portfolios, conduct regular reviews, and suggest tailored financial solutions. Retain high-value clients, and reduce churn by delivering consistent value and service.
• Customer Service & Issue Resolution: Resolve customer issues promptly, and guide them through digital banking services. Liaise with internal teams for seamless service delivery.
• Compliance & Risk Management: Follow KYC, CAML, and internal guidelines strictly. Flag any suspicious activity, and ensure regulatory compliance in all transactions.
• Reporting & MIS: Maintain detailed records of customer interactions and sales activity. Prepare regular performance reports, and analyze data to refine engagement strategies.

Responsible for ensuring the secure, fair, and efficient conduct of exams under British Council and partnering university standards. Key duties span exam preparation, candidate management, supervision, and post-exam processes, all while maintaining strict compliance and exam integrity.

Key Responsibilities:

• Administration and Compliance: Ensure exams are conducted in line with British Council guidelines and SOPs; maintain integrity, confidentiality, and neutrality at all times.
• Exam Setup: Prepare examination rooms, materials, and logistics as per exam board standards.
• Candidate management: Verify candidate identity, manage seating plans, provide clear instructions, and ensure understanding of exam rules.
• Supervision and Invigilation: Oversee exam conduct, monitor for malpractice, enforce timing rules, and handle incidents professionally.
• Post-Exam Duties: Securely collect, package, and dispatch exam materials; complete required documentation, and reports.
• Exam Types Handled: IELTS (Listening, Reading, Writing), and various university-administered exams under different rule sets.

Customer Service and Relationship Management - Greet customers and address their banking needs promptly and professionally. Help with account inquiries, product information, and issue resolution. Build strong relationships to foster trust and enhance customer satisfaction. Deliver seamless customer experiences by handling transactions, providing financial guidance, and cross-selling banking products.

Key Responsibilities:

• Customer Service & Relationship Management: Serve as the first point of contact for customers, resolve queries efficiently, and build strong relationships to enhance satisfaction and loyalty.
• Teller Operations: Handle day-to-day banking transactions, like deposits, withdrawals, fund transfers, and cash reconciliation, with accuracy and security.
• Sales & Product Cross-Selling: Identify customer needs and promote suitable banking products and digital solutions. Meet sales targets, and contribute to business growth through proactive lead generation and customer engagement.
• Account Services: Open and maintain various customer accounts, assist with loan and credit card applications, and process service requests.
• Compliance & Risk Management: Follow strict KYC, AML, and internal compliance policies. Stay alert to, and report any suspicious activities.
• Branch & Team Support: Collaborate with team members during busy hours, support promotional initiatives, maintain internal documentation like meeting minutes, and attend regular training to stay updated. Branch Support and Team Collaboration - Support branch operations and assist colleagues during peak hours. Participate in promotional campaigns and community engagement initiatives. Attend regular training to stay updated on banking policies and products. Maintain minutes of meeting.

Accountable for maintaining and enhancing quality standards across operations while ensuring regulatory compliance and driving continuous improvement initiatives. This role combines process audits, stakeholder training, reporting, and risk mitigation to strengthen service delivery and customer satisfaction.

Key Responsibilities:

Quality Assurance

• Develop and implement QA frameworks, SOPs, and best practices.
• Monitor adherence to defined processes; conduct audits and root cause analysis.
• Lead quality reviews of internal processes, services, and products.
• Drive continuous improvement through training and policy updates.
• Create and maintain quality dashboards and performance metrics.

Compliance Management.

• Ensure compliance with industry regulations and internal policies.
• Conduct internal audits, and manage documentation for regulatory reporting.
• Identify compliance risks, and develop mitigation strategies.
• Investigate incidents of non-compliance, and recommend corrective actions.

Training and Development

• Conduct quality and compliance training sessions for staff.
• Lead coaching programs to improve process understanding and execution.
• Communicate policy updates and business changes across departments.

Stakeholder and Reporting

• Handle escalated complaints from the CEO's office, the RBI Ombudsman, and the media.
• Liaise with cross-functional teams to support delivery standards.
• Prepare weekly, monthly, and quarterly reports for senior management.