PRASHANT BHADAURIA
Agra,UP
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
9
9
years of professional experience
6
6
Certifications
1
1
Language
Work History
Manager
HDFC Bank Limited
12.2022 - Current
- Spearheaded the development and implementation of innovative financial products, enhancing service delivery and customer satisfaction.
- Led cross-functional teams to optimize operational workflows, resulting in improved efficiency and reduced turnaround times.
- Initiated comprehensive staff training programs that increased team competency and aligned operational practices with industry standards.
- Established key performance indicators to monitor and evaluate service levels, driving continuous improvement across all banking operations.
- Oversaw daily branch operations, ensuring compliance with regulations and enhancing customer service, resulting in improved client satisfaction.
Assistant Manager
Calibehr Business support services Pvt.Ltd
07.2021 - 11.2022
- Currently handling team size of 130 with multiple projects
- For E-nach we have 6 clients(ICICI Bank, L&T finance, Bajaj Finance, Bajaj Finserve, ABFL, Wheels EMI)
- ICICI securities-Demat account opening
- Suryoday Small Finance Bank
- D&B (Scheduling Webinar & seminars)
- Improved customer satisfaction and sales through considered coordination with colleagues, enhancing overall care and service.
- Worked with drive and determination to consistently exceed targets, leading by example to motivate high-achieving teams.
- Handled employee scheduling to ensure adequate, cost-efficient shift staffing.
- Encouraged sales associates to cross-sell additional products and services to purchasing customers.
- Initiated targeted strategies to achieve sales and profit goals with management team.
- Proactively solved complex operational problems, positively impacting business direction.
- Prepare Monthly billing Data and taking follow-up
- Inspired and motivated staff members to achieve KPIs.
- Interviewed and hired high-performing, dedicated staff members, adding team value
- Monitoring Daily attendance & productivity
- Maintaining per seat revenue with existing manpower
- Manpower planning as per process requirement
- Helped senior management plan and carry out daily operations and meet key objectives.
- Monitored staff performance and developed improvement plans.
- Managed smooth operations and communicated timely updates to coordinate administrative activities.
- Led a team in streamlining operational processes, resulting in improved efficiency and enhanced service delivery.
- Developed and implemented training programs for staff, fostering skill development and ensuring compliance with company standards.
- Analyzed customer feedback to identify service gaps, driving initiatives that enhanced client satisfaction and retention rates.
- Collaborated with cross-functional teams to execute strategic plans, aligning departmental goals with organizational objectives for sustained growth.
Team Leader
Suryoday Small Finance Bank, Calibehr Business Support Services Pvt Ltd
02.2019 - 06.2021
- Handling team of 35 agents
- Maintaining the entire data on daily basis
- Maintaining the JLG, JLG welcome, JLG RD Non Collection due, SCV, Pre-due, In-bound MIS
- End-to-end follow up of customer issues I.e
- Insurance, staff related, loan delay, EMI issues and complaints
- Issues are highlighted to clients on daily basis
- PPT's are sent to clients on monthly basis
- One to one feedback to agents on daily basis on performance
- Weekly RNR for top performer
- An inspiring team environment with an open communication culture
- Setting clear team goals
- Facilitate problem solving and collaboration
- Motivate and inspire team members
- Assure that the team addresses all relevant issues within the specifications and various standards
- Daily MIS sent to clients by own.
- Directed and managed operations staff in fast-paced environment.
Team Leader
Telecom Collection - IDFC First Bank at Vertex Customer Management Pvt Ltd
12.2017 - 02.2019
- Handling a team of 25 collection agents
- Taking care of shrinkage and attrition
- Working towards to achieve the daily and monthly targets set by the process
- Taking Care of entire dialer and CRM responsibilities of the process
- Working towards to process smoothness and maintain the entire collection data on monthly basis
- Taking care of connectivity feedback and intensity of the data
- Taking care of the process performance and achieving process target like conversion, maintaining quality and control over shrinkage and
- Attrition
- Coaching agents and maintaining their performance
- Preparing agent performance report and sharing APR with Team
Collection Executive
Telecom Collection - Capital First Ltd
12.2016 - 12.2017
- Joined as Collection Executive-Capital First Collection process
- Doing the End to End Calling for the default Customers
- Special Calling on RTP (Refuse to Pay) Customers Data
- Coaching associates on behalf of supervisor
- Achievements:
- Rewarded 3 times in Rewards and recognition program (RNR)
- Got appreciation from client many more times
- Promoted as Team Leader through IJP
- TEAM LEADER
Education
Bachelor of Science -
Agra University
Adra, India01-2014
Skills
Work orientation
Certification
Multi-Tasking
Interests
Singing, Playing Cricket, Chess
Accomplishments
- Also involved in sharing daily updates as per client instructions
- Coordinating with the field Team Leaders for leads follow-up and End to End Conversion
- Volunteer Activities:
- Worked on projects with QA's to Increase the collection and conversion
- Implemented innovative initiatives such as Appreciation program, PTP generation programs
- Conducted “Own your people”- coached bottom performers as per collection perspective
- Conducted “Role-play” session - coached agents who were unable to convert PTP into collection
- Implemented “Bahubali of the Day” & “Fastest Online payment” for agents' recognition
Timeline
Manager
HDFC Bank Limited
12.2022 - Current
Assistant Manager
Calibehr Business support services Pvt.Ltd
07.2021 - 11.2022
Team Leader
Suryoday Small Finance Bank, Calibehr Business Support Services Pvt Ltd
02.2019 - 06.2021
Team Leader
Telecom Collection - IDFC First Bank at Vertex Customer Management Pvt Ltd
12.2017 - 02.2019
Collection Executive
Telecom Collection - Capital First Ltd
12.2016 - 12.2017
Bachelor of Science -
Agra University