CRM
Rahul Gupta
Senior Unit Manager
Noida,India
Summary
8 years 11months of rich experience in Branch/Backend Customer Service & Centralized Operation at Corporate level. Excellent knowledge of finance, team management, partner relationships,customer service & operation with effective and efficient management skills to achieve business goals & service TAT. Strong expertise in new launches, high-growth operations & restructuring. Adept at working effectively both independently or on a team. Consistently achieved strong record of outperforming revenue benchmarks through strategic planning; process improvement initiatives and team development/leadership abilities.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
1
1
Language
Work History
Senior Unit Manager
Bajaj Finance Ltd
Pune Corporate Office, India
09.2021 - 11.2021
- Resolving the live Asset fixes issue related to Experia App by the help of IT team within a TAT.
- Validating & Understanding the requirement which are raised through the internal customer & taking further with IT.
- Identifying the gaps on Experia, process improvements, and providing solutions to make the Experia App user friendly.
- Along with the delivery, monitoring the KPI, customer engagement & understanding the CSAT & Voice of Customer.
- Working cross functionally with the Business/Ops/Service/Risk team on delivery & smooth execution of the requirement.
Area Manager of Operations
Bajaj Finance Ltd
Pune Corporate Office, India
11.2017 - 08.2021
- Closure of all Insurance subtype Service Request as per TAT
- 95% of query close as per the defined SLA for each Sub Type-Surrender,Cancellation, Policy endorsement, Enquiry. All backend support related to STS/ HTS product E to E resolution with 100 % Satisfaction.
- Ensure closure of claim report cases (death/critical illness) within 15 days (w/o investigation) & within 45 days (with investigation). Month wise death Claim analysis with partner on Settlement, Rejected, WIP.(Health &Life Insurance)
- Closure of other annexure "Not cancelled in BFL " within 30 days of the cases reported.
- Customer Service QA score at >96% for all the category SR.Closure of Service request as per agreed TAT.
- Timely completion of calibration activity & reporting with Insurance partner for resolution.
- Managing RPA process and increasing the penetration from manual activities through automation & BOT which reduce manual intervention.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Worked with the RPA project team, communicating and identifying risks and issues to the RPA team & providing inputs to the change control process.
Deputy Manager Centralized Operations
Bajaj Finance Ltd
Pune Corporate Office, India
11.2015 - 10.2017
- Undertaking responsibility to deliver SLAS/adhere to TAT by TCS team.
- Responsible for Quality Audit of process and Reconciliation of TA,REMI & RF Accounts.
- Participated in team-building activities to enhance working relationships.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Loan boarding- Monitoring the LBO process of loan booking in terms of meeting TAT and other SLAS by coordinating with TCS team.
- Set up quality checks and monitor process on continuous basis.
- Process enhancement projects with innovative ideas as per time required.
- Tranche Disbursement- Ensure timely tranche disbursement by LBO team. Tracking &resolving the tranches which doesn’t flown in LMS or stuck at Bank site.
- Dealer Query Resolution- Ensure that LBO team resolves activation related query which raised by the internal stakeholder within TAT.
- LRM maintenance-Setting up the Credit Limit for new customers with agreed TAT & accuracy (as per basis of CREDIT& DOC Value).
- Carry out revision of limits as per the requirements of Business and Risk team. Ensuring Blocking/Unblocking of facility as per requirements of business and risk time to time.
- Reconciliation of ledger with dealer Portal Vs. Finnone.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Assistant Manager of Customer Service
Bajaj Finance Ltd
Nasik, India
01.2013 - 10.2015
- Ensuring first time resolution to customer using the branch empowerment metric rolled out.
- Customer service query &resolution (including correct tagging of request on time).
- Cash to Bank: RECON on daily basis (including Cash/cheque/fake note identification).
- Policy & process implementation for all other branch operation/ transaction. Cross sell Opportunities.
- Monitoring Cash & Customer Care Team. Maintaining branch Petty Cash.
- Proficient in understanding customer queries and and handling them affectionately & sorting out their grievances and queries.
Education
MBA - Finance and Marketing
SRM University
Chennai, Tamil Nadu 07.2011 - 05.2013
Bachelor - Commerce - Accounts (Hons.)
Bhimrao Ambedkar University
Muzaffarpur Bihar 07.2008 - 04.2011
H.S.C - Commerce
St. Xavier Jr/Sr. School
Muzaffarpur Bihar 04.2006 - 05.2008
S.S.C -
St. Paul High School
Hajipur Bihar 03.2005 - 05.2006
Skills
Customer Service
Performance Management
Operation Management
Time Management
Vendor Management
Team Handling
Software
Finnone
Salesforce
Interests
Cooking Food
Accomplishments
- Manpower reduction done during Covid'19 by the help of IT introducing Bot through RPA.
- Reduction of 20 FTE's, profit to organization around 10 lacs.
Additional Information
- Being part of the Credit & Operation team achieved the SPRINTER AWARD twice for extraordinary performance.
- Kudos from RISK Head -For an exemplary effort in managing insurance cancellation and helping to save the potential losses forB2B.
- Kudos from Collection Head- For outstanding Performance & Support in the line function related to loan Cancellation & refund to customer.
- Kudos from Operation Head- For going the extra mile for the contribution in smooth execution of the customer service requests in contribution with partner's ensured SLA delivery under lockdown condition.
- Certificate of Recognition - For continuous support & dedication towards the Insurance distribution channel for loan disbursement.
- House of Achiever's for the consecutive financial year.
Timeline
Senior Unit Manager
Bajaj Finance Ltd
09.2021 - 11.2021
Area Manager of Operations
Bajaj Finance Ltd
11.2017 - 08.2021
Deputy Manager Centralized Operations
Bajaj Finance Ltd
11.2015 - 10.2017
Assistant Manager of Customer Service
Bajaj Finance Ltd
01.2013 - 10.2015
MBA - Finance and Marketing
SRM University
07.2011 - 05.2013
Bachelor - Commerce - Accounts (Hons.)
Bhimrao Ambedkar University
07.2008 - 04.2011
H.S.C - Commerce
St. Xavier Jr/Sr. School
04.2006 - 05.2008
S.S.C -
St. Paul High School
03.2005 - 05.2006