Prashant Kumar

• Led process improvements and acted as a SPOC person for continuous enhancement in operational processes.
• Developed and conducted training programs for internal systems, including Hubspot, Dialers, MS Dynamics.
• Conducted regular audits, analyzed results, and implemented corrective actions for continuous improvement.
• Oversaw both tech and non-tech infrastructure, collaborating with IT for technology stability.
• Managed end-to-end onboarding processing, enhancing the customer experience through welcome and confirmation calls and overall CSAT,NPS score.
• Provided effective leadership, contributed to strategic planning, and fostered cross-functional collaboration.
• Established key performance metrics, utilizing data insights for informed decision-making and operational efficiency.
• Implemented strategies for improved customer satisfaction, collaborating with customer support teams.

FinTech NBFC is 100% owned by a Nasdaq listed Opera Limited, Norway and is a registered systemic important NBFC with the Reserve Bank of India It serves Indian market for their nancial needs through Android based mobile applications

• It is also one of the fastest growing customer-centric micro-lending NBFCs in India
• Being the founding member, have built the team of passionate colleagues across various verticals and setup the processes & operations
• As a founding member: Was the third employee so quickly setup the basic team of underwriting, customer service & collection team within rst 10 days & started the loan disbursal from 29th Jan 2019 Trained & developed the pre-disbursal Operations team and customer service of around 100 people during the onset of business Managing 3 apps operations CashBean, Nanocred & Nanopay for India market Handling team of 350+ across operations, Customer service, QA & training Trained & developed the pre-disbursal Operations team and customer service of around 100 people during the onset of business
• Work for improvement in Customer satisfaction & google play rating to 4.5
• Achieved monthly gures of 12Bn+ disbursement & 3Mn+ complaints
• App downloads: 49+Mn Monitors and manages daily workow on loan tickets and maintaining company's turn time
• Set Rule sheets for underwriting staff and enforce the policies among the team
• Quality management
• Voice of customer to Management for improvement in services Setup the new process of customer service end to end
• Interviewing, hiring and training employees; planning, assigning, and directing work employee performance management; addressing complaints and resolving problems.

• Handling a team of 25 team member
• Loan Disbursement, File management & ECS/ACH/Direct debit presentation
• KYC check & document registration for loan disbursal
• Delivery of Service level components, quality and productivity targets & indicators
• Operational Management: Managing the oor, adherence to schedule, Shrinkage
• Ownership and problem resolution
• Training and development of staff
• Motivation, leadership for a team of 25 and developing future leaders
• Conducting performance appraisal for the team
• Compiling reports on team's performance and customer feedback
• Handling Responsible to update Top Management for Operations Department.

• Provide administrative support for day-to-day operations, handling communication and scheduling.
• Input and maintain accurate data records, assisting in data analysis and report generation.
• Interact with customers professionally, addressing inquiries and ensuring positive relationships.
• Collaborate with cross-functional teams, coordinating meetings and documenting key discussions.
• Identify areas for process improvement, contribute to streamlined procedures, and adapt to new technologies.
• Maintain organized documentation, assist in event coordination, and demonstrate adaptability and continuous learning.