Pankaj Kumar Pandey

Drove the Direct channel of Digital Lending Business and owned the Business strategy for the organization vertical,Responsible for P&L for the Personal Loan Digital Business.Managed Sales, Projects & Alliances,Digital Assist & Business Governance.

Key responsibility areas:

• Digital Personal Loan Sales-To Drive acquisition of DSME/Personal Loans through Direct/DSA,Channels, new Alliances & managing Partnerships.Responsible for the growth plan for the business from the short term and long-term perspective
• Consumer Finance- Created the category of Healthcare Finance with distribution managed through a combination of Inhouse team and multiple aggregators and Health Insurance network hospitals.Started business with assisted digital approach to manage the Healthcare loans
• Partnerships- On boarded strategic Relationships of Practo, Indian Dental Association, Uno Finance and have put up a strong line of aggregators and edsa’s to manage the Digital personal loans business.Provided lending solutions on redirection & Deep Integrations, suitable to their business environment
• Cross Sell- Identifying cross sell opportunities and retention strategies for existing customer base, have negotiated on Cross sell offering with suppliers (Insurance, Ecom Players)
• Digital Assist Voice Channel-Managed a setup of 30 plus resources to manage the call 2 action for managing drop offs in digital acquisition journey.The leads created by Digital Assist created to 50 percent of business
• Fulfillment &Field Automation- Created a strong network of Fulfillment partners to manage the KYC doc completion, Field Investigation and RCU of sampled documents through digital workflows
• Scheduling & Route Optimization App- Managed the efficiency of FOS created an app to manage the job allocation, Scheduling and Route optimization of Inhouse teams and partner agencies
• Evaluation of Chabot’s, Voice Bot, Email bot for Digital business –Evaluation of various offerings from different chatbots, voice bots and email bots to manage the acquisition, servicing activities
• Evaluation of Mandate Mgmt Solutions-Driven digitized workflows on managing Emandate and preprinted mandate solutions offered by few vendors.

Managed Business Operations support for Worldline customers & merchants.Responsible for the customer service and operations organization for Worldline & spearheading Service Support for merchants for 20 plus Banks.Managed the sub functions: Merchant Onboarding, Field Service support, Logistics,Projects, Contact Centre, Vendor Management, Testing and Certification

Key responsibility areas:

• Business Operations-Drive people and work force productivity across India my efficiently leading a multi-location team of around 100 plus team members and closely work with cross functional teams
• Established a robust service network in the country in line with the after sales strategy of the organization
• Created key injection rooms operating in 3 shifts, creating multiple Optimal routes, creating processes to manage consumable & training requirements to increase the terminal base from 3 lacs to over 9 lacs, to manage the huge surge of business without increasing the fixed costs
• Automation of Field activities- Conceptualized and was part of team to execute a mobile app (On the Go) digitizing all activities undertaken by FOS engineers
• Managed a vast team of engineers servicing over 16000 pin codes were working on, quality closures, Terminal Inventory &Consumables mismanagement issues, has been recognized to be a key initiative within organization and all clients i.e Over 25 banks
• Logistics, Procurement& Vendor Management –Created process to manage the failure reported and means to replicate the same to the vendor Ensure that SLAs are achieved, service quality and client expectations are met or exceeded
• Merchant Onboarding– Managed a setup which was undertaking Prescreening, Merchant KYC .Merchant History,Operational Model Analysis,Credit Risk & Compliance, generation of MID TID and configuration.To monitor and review Service Performance of different states and ensure they are within the stipulated performance guidelines, highlight and ensure all associated risks, urgency and impacts are proactively identified and mitigated
• Terminal Certifications-Managed a setup undertaking EDC application EMV certification to validate integration of EMV application with merchant & Bank systems.The key activities were Certification with schemes, Application pilot launch and post production support.Monitor and supervise the execution of test cases and maintenance of test records and procedures,
• Client Relationship Management- Managed the service engagements with the Senior management of different banks through a team of Lead & ORM’s .supported them on all service engagements so to help them in managing their operations with different branches and banks
• Contact Centre – Was managing the contact center operations to address the merchant queries related to various service issues,Outbound calling on merchant relationship mgmt and merchant retention
• UAT & Project Management—was managing process solution discussions,Signoff,Development, UAT-Defining testing scenarios, writing test cases, rectification of observations, UAT Signoff.Implement project plan and the monitor, control and review the progress & manage
• Consumable Management- The projections, procurement, ordering for productions and distribution of paper rolls to different locations and merchants was a end to end exhaustive process spread out for entire month, managed it for multiple banks and managed a huge reduction in opex on various counts related to reduction in expiry stocks.Procurement and distribution basis effective planning
• Terminal Repairs & Spares -Evaluated the various repair options from different Vendors and also created some internal repair centers to manage minor repair cases, managed the spares procurement and created mapping to assets to reduce on repair costing
• Quality management- Created service policy and procedure to ensure best in class service support for Worldline customers.Have set setting benchmark standard for key KPIs such as-TAT, Repairs mgmt., Cost of Service, CSAT scores, Procurement, Vendor Management and Contact Center Management.

Joined Firstdata India as part of employee migration from, This Company was created in June 2010 as a joint venture between ICICI Bank Ltd and First Data India.During a period of 11 yrs with Merchant acquisition team I handled I handled three different roles of Sales,Relationships & Business Operations and worked in different roles as Sales Mgr,Area Mgr, Regional & Zonal Head

Key responsibility areas:

• Differentiated Service Delivery-Delivering a Differentiated Service Delivery Model to service the different categories of merchants advising process changes to make the card acceptance business more effective and efficient for their customers, Assessing Voice-of-the-customer, and feeding the Service Delivery team with requisite insights to re-engineer the existing processes to make them more market-friendly,
• Managing Service Delivery unit for my region -Responsible for Managing merchant facing service delivery and operations for Merchant Acquiring Business and ensuring proactive and timely resolution of service issues in the payment space
• Key Client Relationships-Rolling out field-level, merchant centric initiatives and innovations.Managing Key Accounts across each region through in-person meetings and apprising them about the business activities, Conducting training programs at Key Merchant Outlets,
• Paper Roll End 2 end process Mgmt -Managed PAN INDIA projection plans, procurement, distribution at merchant level, mgmt of expired paper rolls
• Core Committee Member for Service Delivery Unit -Monitoring and benchmarking service delivery of competition and providing insights to other units of service delivery teams to re-engineer the business processes, ensuring higher activations, lower dormancy and satisfied merchants – due to superior service delivery
• Some achievements during this period were getting Three Centre Stage Awards for effective management of different projects.

Territory Head–Merchant Services,Relationships (North) |ICICI Merchant Services Pvt Ltd

New Delhi - June 2010 - September 2011

• Handled Merchant Acquisition, Cards spends, Cross sell achievements, merchant activations and revenue enhancement
• Spearheaded projects to drive usage and retention initiatives with cross functional team’s participation
• Managed Bank Relationships, merchant level training programs and calendars through different resources.

Regional Sales Manager-Merchant Services|ICICI Bank Ltd

New Delhi - July 2005 - June 2010

Handled Merchant acquisition, Activations, spends management, Installation of EDC terminals across,Delhi, NCR and UP and handling Cards acquiring business, opening current accounts of merchants

• Managed Field Promos including merchant centric Promos for North and East and created various initiatives Like Weekend Promos,Big Day- Zero MDR for merchants and many merchants’ specific initiatives
• Was a part of the team that conceptualized and executed Railway ticketing through EDCs for which MOU was signed with Railway Ministry.