Summary
Overview
Work History
Education
Skills
Projects & Acheivements
Languages
Timeline
Generic
Nitin Khurana

Nitin Khurana

Ghaziabad

Summary

Senior Banking & Lending Operations professional specializing in Auto Loans, Commercial Vehicle Loans, Mortgage Lending, and Retail Asset Operations. Drove customer experience and service quality through effective management of loan lifecycle operations, compliance governance, and process transformation. Delivered operational improvements via automation, enhanced risk management, and cross-functional collaboration across diverse teams.

Overview

13
13
years of professional experience

Work History

AVP - Retail Asset Operations & Operational Control Unit (North & East)

YES Bank
02.2023 - Current

Lead operational controls across Commercial Vehicle, Equipment Finance, Mortgage and Consumer Lending portfolios.

  • Oversee pre-disbursement and post-disbursement operations ensuring compliance, operational accuracy and superior customer experience.
  • Drove operational risk management through monitoring, exception tracking, and policy governance to enhance compliance.
  • Manage retail loan disbursement hubs across North & East regions ensuring adherence to service standards and turnaround times.
  • Conducted operational audits and compliance reviews to strengthen process controls and reduce operational risk.
  • Led process transformation initiatives that automated processes, reduced turnaround times, and improved operational efficiency.
  • Collaborate with Business, Credit, Risk and IT teams to optimize customer journeys and improve service delivery.
  • Drive customer-centric process improvements and workflow enhancements across lending operations.
  • Outlined operational controls for Commercial Vehicle, Equipment Finance, Mortgage, and Consumer Lending portfolios.

Key Acheivements

  • Identified process redundancies resulting in projected annual recurring savings of approximately ₹0.80 Crores.
  • Contributed to redesign and optimization of Commercial Vehicle Loan workflows improving operational efficiency and customer experience.
  • Successfully introduced automation opportunities to reduce manual effort and operational risk.

Area Operations Manager

ICICI Bank
04.2017 - 01.2023

Key Responsibilities

  • Led Retail Asset Operations across Mortgage and Consumer Loan portfolios.
  • Managed Branch Managers, Operations Managers, and a team of 16 off-roll employees to enhance operational alignment and service delivery.
  • Supervised loan disbursement hubs ensuring service quality, productivity and compliance.
  • Managed customer escalations and ensured timely issue resolution.
  • Enhanced customer retention and satisfaction through targeted proactive service interventions.
  • Partnered with business and technology teams to improve operational effectiveness.
  • Strengthened risk controls through monitoring of early warning indicators and process governance.
  • Streamlined operational processes, leading to increased productivity and minimized operational risk.

Privilege Banker

ICICI Bank Ltd
04.2015 - 03.2017
  • Managed affluent customer portfolios, enhancing customer service excellence and relationship retention.
  • Resolved customer concerns and escalations, achieving high satisfaction levels.
  • Acted as trusted advisor, strengthening customer relationships and increasing wallet share.

Product Manager

ICICI Bank Ltd
Mumbai
02.2013 - 03.2015
  • Collaborated with stakeholders for product enhancements and process optimization.
  • Led MIS, analytics and performance reporting initiatives.
  • Managed PAN India portfolio operations and reporting frameworks.

Education

Post Graduate Diploma - Banking & Finance

ICICI Manipal Academy

MBA - Marketing

Dr. D.Y Patil Institute of Management and Research
Pune

Bachelor in Arts - Mathematics & Computer

University of Delhi

12th -

ISC Board

10th -

ICSE Board

Skills

Lending Operations

  • Loan Lifecycle Management
  • Auto Loan Operations
  • Commercial Vehicle Finance
  • Mortgage Operations
  • Loan servicing

Customer experience

  • Customer Service Management
  • Issue Resolution Strategies
  • Customer Retention
  • Product Upselling Techniques
  • Service Quality Management
  • Vendor Relationship Management

Controls & Compliance

  • Regulatory compliance
  • Operational Risk Management
  • Audit Management
  • Governance processes
  • Risk Mitigation Strategies

Operational Excellence

  • Process Improvement
  • Operational Procedures Development
  • Process Automation
  • Stakeholder Management
  • Team Leadership
  • MIS & Analytics

Projects & Acheivements

  • Identified obsolete activities in the Personal Loan process in Yes Bank and initiated a Project which is headed towards saving approximately INR 0.8 crores recurring cost annually.
  • Assisted in re-engineering the process flow of Commercial Vehicle Loans in Yes Bank.
  • Devised and implemented one of the most successful Variable Payout Plans (SOVP) for Sales Officers of the Bank.
  • Designed the HH AOP (Annual Operating Plan - Targets) for all the Channels of the Bank and ensured achievements by intensive tracking the performance and taking corrective actions.

Languages

Hindi
First Language
English
Upper Intermediate
B2

Timeline

AVP - Retail Asset Operations & Operational Control Unit (North & East)

YES Bank
02.2023 - Current

Area Operations Manager

ICICI Bank
04.2017 - 01.2023

Privilege Banker

ICICI Bank Ltd
04.2015 - 03.2017

Product Manager

ICICI Bank Ltd
02.2013 - 03.2015

Post Graduate Diploma - Banking & Finance

ICICI Manipal Academy

MBA - Marketing

Dr. D.Y Patil Institute of Management and Research

Bachelor in Arts - Mathematics & Computer

University of Delhi

12th -

ISC Board

10th -

ICSE Board
Nitin Khurana