Raj Sinha
Noida
Summary
Manager in Merchant Acquiring and Certified scrum Master bringing 12 years of experience in Banking operation Management, Merchant Acquiring and US retirals. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager
HDFC Bank
Delhi & Noida
09.2021 - 07.2023
- Successfully expanded customer base by acquiring new POS business clients, while efficiently handling existing Key/Retail Merchant accounts.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Successfully achieved merchant activation and retention targets, resulting in increased market share and wallet share.
- Enhanced sales performance by effectively cross-selling a variety of banking options like Savings Accounts, Credit Cards, Asset products and Current Account.
- Build client relationships and manage portfolios to ensure early activation of newly acquired merchants, while providing assistance in activating NIL merchants.
- Achieved closure on all audit related matters.
- Implemented various enhancements and projects to drive continuous improvement in the process.
- Enhanced customer service efficiency through thorough analysis of Management Information Systems (MIS), resulting in improved productivity and precise documentation of service actions.
- Conducted performance reviews for team members.
- Analyzed customer feedback data to develop action plans for improving services offered.
Solution Delivery Analyst
Wipro
Gurgaon
10.2019 - 08.2021
- Managed operations of pension payroll payment systems by checking figures in the reconciliation process for fund flow between trust and onshore client.
- Maintained responsibility for final sign off of pension payroll funding amounts, resulting in improved accuracy and efficiency.
- Offered valuable insights to the project team, highlighting results and suggesting potential areas for additional analysis.
- Maintained regular communication with team members to track progress and update relevant project documentation, such as issue tracking and project status reports.
- Reviewed and approved monthly reports such as overpayment, billing, payment changes, optional form changes, and rehire report.
- Collaborated with teams to drive technology, process, and analytical discussions towards finalizing approaches/solutions.
Benefits Administrator
Milliman India Pvt Ltd
Gurgaon
12.2018 - 11.2019
- Managed and oversaw employee benefit packages including 401K, medical, dental, and vision options.
- Reviewed benefits paperwork for accuracy and completeness.
- Responsible for overseeing continuous and annual enrollment processes.
Delivery Analyst
Alight Solutions
Gurgaon
12.2015 - 11.2018
- Accomplished subject matter expert (SME) on client plan provisions.
- Proactively manage client-level impacts through monitoring and analysis of client operations measures
- Managed daily huddle sessions and facilitated weekly client calls for effective communication.
- Assisted team members in resolving their queries by providing guidance and directing them to relevant resources.
- Took charge of all projects by selecting members with the most relevant experience and knowledge.
Billing Specialist
MakeMyTrip
Gurgaon
07.2015 - 12.2015
- Contacted clients with overdue accounts to negotiate payment plans and explore possible restructuring solutions.
- Generated and submitted invoices in accordance with specified accounts receivable schedules and terms.
- Identified and researched billing variances to maintain system accuracy and currency.
Senior Process Associate
RBS Business Services
Gurgaon
10.2010 - 01.2015
- Efficiently operated multiple areas of ABN AMRO's business, including Payment Cash & Cards MI Services, Credit Operations, Program Lending, and Accounts & Customer.
- Supervised process enhancements to remove weak points and bottlenecks in business operations.
- Performed reconciliations to ensure accuracy and validity of financial data.
- Supervised team of process associates, enhancing accountability and developing professional skills to improve efficiency.
- Participated in special projects aimed at enhancing productivity and driving significant impact on company's objectives.
Education
Bachelor of Science - Biotechnology
Lovely Professional University
Punjab07.2010
Skills
- Banking operation management
- Merchant acquiring
- US Retirals
- Business practices
- Customer needs
- Team development
- Service delivery
- Customer retention
- POS/EDC business
- Portfolio management
- Cross-selling
- Business development
- KYC
- Audit management
- Continuous improvement
- MIS analysis
- Productivity enhancement
- Customer service
- Reconciliation
- Project management
- Monthly reporting
- Benefits administration
- Client operations management
- Query resolution
- Project leadership
- Accounts and customer services
- Process supervision
- Team management
- Financial accuracy
Certification
05/2023, Certified Scrum Master
Accomplishments
- 200% Achievement in cross sell of Dukandar Suraksha
- 10 FTE cost saved in Reject Reduction Project.
- 100 % Automation of Highest Early Participant.
Timeline
Manager
HDFC Bank
09.2021 - 07.2023
Solution Delivery Analyst
Wipro
10.2019 - 08.2021
Benefits Administrator
Milliman India Pvt Ltd
12.2018 - 11.2019
Delivery Analyst
Alight Solutions
12.2015 - 11.2018
Billing Specialist
MakeMyTrip
07.2015 - 12.2015
Senior Process Associate
RBS Business Services
10.2010 - 01.2015
Bachelor of Science - Biotechnology
Lovely Professional University