Neelam Patel
Mumbai
Summary
Dynamic Manager with 14 years of comprehensive experience as Product Analyst in digital lending and operational excellence. Expertise in optimizing processes and enhancing customer experiences through strategic analysis and effective problem- solving. Proven ability to lead teams and implement innovative solutions, resulting in notable improvements in service delivery and stakeholder satisfaction. Proficient in leveraging tools such as JIRA and Kibana for efficient issue resolution and process enhancement. Committed to fostering collaboration among cross-functional teams to drive business growth and operational efficiency.
Overview
14
14
years of professional experience
Work History
Manager – Product Analyst- Digital Lending
Axis Bank Ltd
Mumbai
06.2021 - Current
- Ensured smooth functioning of the digital lending platform through root cause analysis of technical/API/service issues and failures
- Handling more than 100 plus business queries daily
- Looking after the annual disbursal of 2 billion dollars personal loan
- Providing support to 12 product owners, 6 internal & external channel partners, stake holder & sales teams by addressing and resolving queries efficiently for digital lending of Personal Loans
- Identified process gaps/bugs and recommended improvements for better customer experience by reducing the disbursal TAT from 48 hours to 24 hours by recommending better safety and security check keeping in mind central bank’s guidelines
- Handled Multiple product lines & platform under digital lending such as flexi Credit, OD against FD, JARVIS Platform for digital lending partners such as Flipkart, Payu’s Pay later, etc
- Ensuring continuous business support and operational smoothness
- Utilized IT enablement tools such as Kibana, JIRA, and Superset to track and resolve operational issues within defined TAT
- Handling team of 5 product associate to ensure the implementation, adherence, and compliance of all the processes, approved improvements and product development
Assistant Manager
Youfirst Ventures Pvt Ltd
Mumbai
06.2017 - 04.2021
- Managed operational activities related to prepaid cards and gift vouchers, including Amazon self-serve portal and EGVS generation for the monthly amount of $10 million
- Maintained and updated Multiple reports for departmental, MIS for Accounts, Sales & Management teams
- Also prepared daily, weekly, and monthly reports including Interchange Income, VISA settlements, and bank reconciliations, helping business to data inferences to make data-based strategies
- Developing SOPs for ISO audits and ensured adherence to operational guidelines as per the governmental authorities
- Handled day-to-day customer queries and managed charge backs with vendors
Corporate Service Associate for PAN India
YES Bank
Mumbai
01.2013 - 02.2017
- Responded to and resolved customer queries/complaints within agreed TAT
- Coordinated with more than 500 plus branches and salary product teams for seamless operations, ensuring all accounts sourced meet the defined KYC guidelines and tracked activations within defined timelines
- Implemented best customer service practices to improve satisfaction and reduce complaints, resulting improvement of NPA score from 3.4 to 4.1 within one year
Sales Officer
ICICI Bank ltd
Mumbai
01.2011 - 12.2012
- Acquired new customers for Fixed Deposits, CASA, Life Insurance, Gold accounts, and loans
- Delivered superior client experience by ensuring seamless operations and efficient lobby management
- Participated in local marketing and client engagement events to enhance business opportunities
- Awarded twice “Customer Champ Award” for excellent service and stakeholder support within the first year
- Promoted to a managerial role within 2 years
Education
Tilak Maharashtra Vidyapeeth
Navi Mumbai05.2011
Banaras Hindu University
Banaras05.2008
Skills
- JIRA
- Kibana
- Bitbucket
- Finn One CAS and LMS
- Finacle
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Business Process Improvement
- RCA
- Business Support Systems
- Critical thinking
- Problem Solving
- Analytical Mindset
- Root Cause Analysis
- Solution-Oriented Approach
- Ownership and accountability
- Action-oriented
- Team management
- Time management
- Cross-functional collaboration
- Presentation skills
- Effective and impactful communication
Accomplishments
- Awarded twice 'Customer Champ Award' for excellent service and stakeholder support within the first year.
- Promoted to a managerial role within 2 years.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Timeline
Manager – Product Analyst- Digital Lending
Axis Bank Ltd
06.2021 - Current
Assistant Manager
Youfirst Ventures Pvt Ltd
06.2017 - 04.2021
Corporate Service Associate for PAN India
YES Bank
01.2013 - 02.2017
Sales Officer
ICICI Bank ltd
01.2011 - 12.2012
Tilak Maharashtra Vidyapeeth
Banaras Hindu University
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