Rahul Nair

Customer Service Operation (Retail Liability) :

• Development of Operation teams, Client Support, KPI achievement, Ensuring Process adherence, Implementing Procedures, Fulfilling SLA's, Periodical Audits, Coordination with various other functional Heads and updating them of developments, Career planning for team members, attrition Control, and Business Quality Analysis.
• Ensure timely and accurate resolution of customer queries and service requests related to savings accounts, deposits, account statements, interest calculations, and other account related queries.
• Real Time analysis to ensure appropriate staffing throughout the process, monitoring occupancy and utilization levels to plan the better staffing and deliver maximum results.
• Conduct daily huddles, weekly performance reviews, and monthly one-on-one sessions.
• Develop coaching plans, deliver training sessions, and identify skill gaps and improvement opportunities
• Monitoring and Auditing quality of calls and gauging the quality of audits through Audit over audits, shared listening with internal & external quality team to ensure calibration amongst the quality auditors, improvising quality metrics of calls.
• Oversee adherence to Standard Operating Procedures (SOPs) and ensure agents and team leaders are updated on new products, process changes, and compliance guidelines
• Regularly review and optimize IVR scripts and workflows based on customer feedback and performance metrics.
• Perform routine maintenance and updates to the IVR system to incorporate new features, address issues, and adapt to changing business need.

FASTag Operations :

• Supervise the end-to-end resolution of customer complaints received through calls, emails, social media, regulatory bodies.
• Manage escalations related to incorrect toll deductions or double charging, FASTag activation/delivery delays ,recharge/payment failures, wallet linkage issues,tag blacklisting or vehicle mis-mapping.
• Lead a team of grievance who are focused on resolving complex FASTag queries and disputes.
• Work closely with other departments, such as technical support, finance, and toll operations, to address and resolve complex issues affecting FASTag users.
• Develop, update, and enforce grievance management policies and procedures to ensure consistency and compliance with industry standards and company regulations.
• Share feedback and customer pain points with product and technology teams for system enhancements.

Grievance Management :

• Oversee the end-to-end handling of escalated customer complaints received via voice, email, digital platforms, social media, and the bank’s escalation matrix.
• Ensure closure of complaints within defined TATs, especially those governed by regulatory requirements.
• Prepare and present regular reports on grievance management performance, including resolution times, customer feedback, and issue trends.
• Ensuring timely responses to multiple stakeholders.
• Service recovery on MD level/PNO and RBI escalations.
• Resource forecasting, adequate staffing of the contact centre.
• Ensure team compliance with regulatory guidelines, bank policies, and data privacy norms.
• Weekly and Monthly reviews with the Top management on operational matrixes.
• Process improvement with the incorporation of technology.
• Was involved in the process development for major changes, including the introduction of voice migration and email migration
• Implemented targeted process improvements to optimize customer experience, addressing pain points and streamlining service delivery for better satisfaction.
• Ensuring the toll transactions are processed accurately and in real-time, minimizing errors and delays.
• Conducted cross-training of staff to enhance operational efficiency.

• Proficient in contact center platforms like CRM, Cisco, Flexcube, SFDC, DLMS, DIMTS pay, NPCi portal.

• Heading the operations for a contact centre with a headcount of over 750.
• Look for opportunities and streamline the process for client as per their industry standards to increase their revenue.
• Strategic point of contact for the client team and vendor management.
• Manage the complete P&L Weekly, monthly, quarterly and Annual reviews.
• Resource forecasting, budget allocation.
• Hiring, grooming and tracking the core team.
• Annual appraisals of the team.
• Seat count increased from 200 to 750 in the first year.
• Onboarding additional verticals of the existing client.
• Technology upgrade to maximise productivity and billing.
• Built the complete operations team from the ground.

• Handling the Sales, Customer Service and Business relations verticals.
• Team Management of 160 Agents through 4 Assistant Managers and 9 Team Leaders.
• Ensure Adherence to the SLA.
• Meeting the sales targets on the sale and lease of properties.
• Responsible for Revenue Generation and balancing the P&L.
• Building and maintaining relations with the existing client base.
• Responsible for the timely resolution of customer grievances.
• Attrition and Shrinkage Management.
• C-Sat of over 95%, a first in the organisation.
• Increase in the customer base by over 50%.
• Attrition rate down to 6%.

• Handling all the enterprise clients currently on board Platinum One effectively managing 80% of the company's net income.
• Team Management of 80 Agents through 3 Team Leads and 2 Assistant Managers.
• 12 Lakh contribution to net monthly revenue.
• On boarded additional verticals of the client's business through references from the existing clients.
• Managing the end-to-end aspect of the business, i.e From recruitment to billing.
• Prioritize proactive client outreach to resolve issues and escalate appropriately.
• Conducting internal and monthly client reviews to discuss performance and process improvements.
• Design strategies to counter attrition and shrinkage.
• Increased seats and billing of a key process by 50% in the first 3 months.
• Got additional business by referrals by existing clients.
• Got the recruitment gap down to zero, a first in Platinum One.

• Manage and cater to over 60 high value clients and a book of business of over $ 2.5 Million.
• Look for opportunities and streamline the process for clients as per their industry standards to improve risk mitigation for them; this in turn will increase their revenue.
• External-facing cross-departmental liaison & strategist within Client Relations, IT & Development, Legal team, Compliance, Operations & Marketing.
• Strategic relationship management between Sterling Infosystems, Inc & Senior Management within the firm's key client base.
• Customer portfolio, policy & experience consultation.
• Accountability for the dedicated Client services team that included CSR's, CSE's and Associate BRM's and ensuring that they meet the SLA's.
• Regular feedbacks to track and improve performance of the team.
• Increased book of business by 45% in the first 6 months.
• Got new clients via leads from the sales team and references from the existing clients.
• Won back business of two high value clients and increased revenue by 40%.
• Worked with the higher management of the company to prepare an effective dialling strategy for the Verification team.

• Achieving and Exceeding set targets.
• Providing payment solutions to high value customers.
• Prioritize proactive customer outreach to resolve issues and escalate appropriately.
• Meeting and exceeding targets on a monthly basis.
• Efficiently managed resources towards better performance and achieved given targets.
• Developed and monitored strategies to impact portfolio performance for business recovery on liabilities.
• Prepare daily/weekly/fortnightly/monthly reports for management on Dialler campaigns (Melita) & dialling Strategies.

• Managing day-to-day functioning of sales (Cell phones) team of 40 executives.
• Improving appropriate internal control and implementing risk mitigation strategies for sales team.
• Develop effective structures and procedures for business development and Retention.
• Develop strategies for retention and upselling additional products.
• Evolve market segmentation & penetration strategies to achieve targets.

• Maintain book of accounts of a mid-size machinery firm.
• Handled the day-to-day accounting functions of the firm.
• Finalizing the book of accounts on a monthly basis.