Summary
Work History
Education
Skills
Accomplishments
Personal Information
Languages
Extracurricular Activities
Hobbies and Interests
Disclaimer
Timeline
Generic

Pinki Sharma

Pune

Summary

To continuously strive for excellence and obtain a challenging position so that I can utilize my ability, education, and experience to the best of my career.

Result driven and Aggressive with high personal and career goals. Possess good management ability with hands-on experience, Able to work independently with minimum supervision. Teamwork and co-operation with others, fostering a sense of team spirit and encouraging an environment of open communication, Information sharing and the ability to influence others through persuasiveness. Skilled in timely analysis of business trends and deviation correction for further improving the product offering. Exposure in developing & streamlining systems with proven ability to enhance operational effectiveness and meet operational goals within the cost, time & quality parameters. Expertise in coordinating with other teams on revenue achievement initiatives and promotions while launching new products/system enhancements.

Work History

Lead – Gold Loan COE

Bajaj Finserv Ltd. Pune
Pune
  • Act as a liaison among Internal and External clients, Business units, functional areas, and Project development teams to ensure effective project coordination among participating group
  • Create and maintain comprehensive Project documentation, distribution of complex status reporting to manage and communicate across the organization including Senior Management and other relevant stakeholders
  • Escalate and radiate impediments for resolution and assist with identifying and mitigating risk
  • Support execution team with resolution of roadblocks and interdependencies
  • Reviews, Retrospectives, Release planning
  • Responsible for closure of defects/ issues raised by observed during various phases of UAT, Mock Run by coordinating with Application and (IT) Technical teams
  • Maintain, publish, and distribute comprehensive project documentation and project control files used to manage the project team (internal and external) progress reviews in SharePoint
  • Record the learnings and experience through appropriate review meetings with relevant stake holders
  • Providing coaching and mentoring to Juniors and team underneath
  • Proficient in using independent decision-making skills and sound judgment to positively impact organizational success.

Senior Cluster Manager: - Credit Operations EMI Card

Bajaj Finserv Ltd. Pune
Pune
  • Worked on CRM V2 initiation and transition from STS for EMI Cards
  • Worked on building various Logics and algorithms basis which cases of different origins flow into various queues for EMI Cards
  • Worked on various projects of CRM Enhancements to improve efficiency and effectiveness of the process
  • Liaising with CRM SPOC and raising enhancement requirements from time to time
  • Performing UAT for enhancements delivered basis requirements submitted to CRM Team
  • New Atos Migration
  • Performing sustenance checks and sharing observations and getting issues resolved post CRM enhancement has gone live
  • Maintaining Recon and creation of New Tagging’s as and when required for smooth functioning of service segment for EMI card
  • Worked on a project of ML/RPA for EMI card related Queries and successfully delivered project of Block and Unblock
  • Manpower reduction through RPA (robotic process automation) & Machine Learnings
  • Worked on a project to improve customer retention
  • Handled the customer service Non voice unit for EMI card (Head count = 200)
  • Got the quality for TCS team improved from 84% - 89% to 92% - 96%
  • User guide was created for the TCS team to improve email
  • Worked on Project of TAT reduction for Emi card related customer queries and Resolution TAT improved T0 from 30% to 80%
  • Worked on Project of Digital Emi card
  • Initiated Cross sell business through service center for carded customers
  • Tracking of SLA’s (Service Level Agreements – TAT, NPS, Complaints) and ensuring the same is met by the venders
  • SLA revisions on yearly basis
  • Accountable for critical escalations to RBI, SMT (Senior management), social media and written correspondence from Rural customers
  • Grievance redressal via calling and emails
  • Setting up process to avoid any critical escalations and fixing the gaps identified post RCA (Root Cause Analysis) of escalations received
  • Reduction of queries on traditional channels and moving them to digital channels by promoting self-service channels
  • Scaling up the opportunity of cross sell via various channels to help team achieve higher numbers
  • Approving any exceptional waiver or refund to the customers
  • Preparing and sharing different MIS basis business requirement
  • Preparing AOP projects
  • Check and present the health of the process in MBR (Monthly Business Review).

Assistant Manager, Quality Assurance

Standard chartered Bank
  • Conduct brief Quality checks surrounding Key Control Self Assessment as per Group expectations for the entire collections department for Pune on MOM basis and Ensure minimum exceptions for the Unit
  • Ensure the hygiene of the Location in line with Regulatory Expectations
  • Validate requests received from all channels, support and forward for approvals to respective Sr
  • Management
  • Identify, develop and continuously improve processes to ensure overall efficiency in processes
  • MIS reporting and analysis
  • 24/7 audit readiness & Quality checks for all audit related points and closures of the respective issues and GAPS
  • 100% Adherence to laid down Policy and Procedures and to Regulatory expectations
  • Manage internal and external auditing of quality system
  • Vendor Management and conducting Vendor Audit at regular intervals on Regulatory expectations and Group expectations through personal visit for 8 Collection Agencies of Pune and Review of findings and maintaining an Audit Reports and their closure proofs on MOM basis
  • Monitoring Escalations and quality checks for settlement process for all products
  • Timely Receipts Reconciliation and management
  • Single handled all the activities related to DRP process and billing process for all products for Pune
  • Quality checks for Vault management, FRFC Register, Receipt Issuance Register, Vault ‘In’& ‘Out’ Register, Cheques Inventory Register, BID Register, Locker Key Register, Property Key Register
  • Quality checks for sweep checks for all work station/Desk/Drawers/System/ID Cards for MOM basis
  • Quality Checks for foreclosure files of all provision accounts have mapped off with foreclosure activities and TAT
  • Develop and provide data and quality review and valuable suggestions to improve the positioning of the indicators to senior management team
  • Coordinating with the In House Team and out Serve Team to improve the quality
  • Investigation of root cause of customer complaints and deciding on the corrective actions
  • Also reporting the same to higher managements
  • Analyze complaints & ensure minimum complaints against collections are received and Manage Complaint Management & Facilitate resolution of complaints received from all channels with specified TAT.

Senior Officer, Front end Collection Activities

Standard chartered Bank
  • Monitoring front-end flows into provision buckets for Pan India except South region
  • To effectively Tele call all delinquent account customers in Consumer Banking
  • Effective monitoring and control by MIS, Daily report and Liner map-up
  • Ensure complete collection follow-up trails on CACS/EBBS/RLS/System
  • Co-Ordinating with the In House Team and Field Operation Team and Chennai Operations Team (CLPU)
  • Minimizing revenue loss by using good negotiation skills and timely field Referrals
  • Maintaining TCO productivity standard
  • Handling foreclosure customers
  • Inter-branch coordination for customer issues, services and closures
  • Drafting the Approvals mails
  • Managing and solving all the local level issue
  • Efficiently handling prompt collection of delequent accounts through Telecalling
  • Monitoring monthly % of Performance
  • Planning and working on Collection cost and try to reduce on monthly basis
  • Maintaining Coverage of All Delinquent accounts in CACS & quality updates
  • Delivering outstanding performance and superior returns
  • Retrieving the Foreclosure Letter, Statement of A/C, Amortization, Interest Certificates etc
  • Attending all the calls related to Collection, Recon Issue, Service Issue, Dispute, Request, Closure, Settlement etc.

Education

B.A Graduate (Hons Pol. Science) -

Delhi University
01.2005

Skills

  • Project Management
  • Business Development
  • Analytical and Critical Thinking
  • Financial Management
  • Document Review Competence
  • Software Application Familiarity
  • Appraisal Review Proficiency

Accomplishments

  • Received multiple Kudos, Hero’s, and Sprinter Awards throughout my career trail with Bajaj Finserv. The last one was received in Gold Loan in Nov’23.
  • Awarded with Sprinter Award in May’2017 and Striker Award in April’ 2019 for OUTSTANDING PERFORMANCE of Back-office cards and Complaint queue.
  • Awarded with WOW AWARD in Aug’2011 for OUTSTANDING PERFORMANCE for giving the 99% Resolution which is 1057.19 Core against the highest allocation of 1069.94 Core for critical North Locations. I was one of the topmost and finest performers and was doing consistent resolutions of 95%+ in front end collections activities in Allocated portfolio.
  • Contributed to the Implementation of best practices and efficient operations of the company by designing and improving business processes for all locations in India.
  • Satisfactory cleared the GIA-CCPL Audit.
  • Successfully organized the Voluntary activity to help to society and people at Old Age Home at “Ishaprema-Niketan” at 972-Nana Peth, Padamji Park, Pune – 411001.

Personal Information

  • Date of Birth: 05/01/85
  • Marital Status: Married

Languages

English, Hindi & Marathi

Extracurricular Activities

Participated in a Play in CB WOW (Consumer Banking World of Winner) in 19th July 2010 in Air Force Auditorium, New Delhi. Played a major role (main actress) in front of entire Delhi staff & many senior Management people. Received admiration from thousands of people in the auditorium.

Hobbies and Interests

Dance, Listening Music

Disclaimer

I do hereby confirm that the above information is true to the best of my knowledge and belief.

Timeline

Lead – Gold Loan COE

Bajaj Finserv Ltd. Pune

Senior Cluster Manager: - Credit Operations EMI Card

Bajaj Finserv Ltd. Pune

Assistant Manager, Quality Assurance

Standard chartered Bank

Senior Officer, Front end Collection Activities

Standard chartered Bank

B.A Graduate (Hons Pol. Science) -

Delhi University

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Pinki Sharma