RASHMI RANJAN PRADHAN

Responsibilities-

• Process Management- Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines
• Monitoring the overall functioning of processes, identifying improvement areas and implementing measures to maximize client satisfaction level
• Conducting internal process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
• Operations Management -Framing work direction & plan for associates after assessment of their capabilities, preparing & presenting various weekly, monthly
• MIS reports pertaining to process/productivity
• Setting up targets, SOP (Standard Operating Procedures) & SLA (Service Level Agreement), setting and maintaining CTQ (Critical to
• Quality) / CTP (Critical to Process) targets
• Providing value added solution services by program reviews, monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution center experience
• Customer Relationship Management- Mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction levels
• Setting out quality standards for various operational areas, ensuring a high- quality customer experience while adhering to the SLA’s and work processes
• Team Management- Managing a team with more than 20 associates and performing functions viz, manpower planning, recruitment & selection, induction, performance appraisal, training, etc
• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
• Conceptualizing & developing need based training for developing multi skilled work force within sub processes for optimum efficiency.

• Key Responsibilities - Managing all aspects of business operations
• Participating in the recruitment and staff selection process
• Planning and coordinating project work
• Handling the logistics of the organization
• Overseeing the supervision of employees
• Conducting annual performance reviews of all staff
• Maintained office records, registers and assisted the HR in recruiting people
• Conducted training sessions and updated the team members about the changes in policies
• Increased the employee productivity and the overall efficiency by introducing processes and procedures that eliminated duplication and reduced the time to complete month end reports
• Participated in the project plan called “Simplification of Process”
• Involved in the various activities of the project like information gathering, analyzing the information gathered and documenting the functional or business requirements
• Reduced the time required to respond to the customer requests and improved customer satisfaction by providing front line counter staff with the skills, knowledge authority needed to resolve customer enquiries and complaints
• Curtailed the administrative cost by 15% through controlling and rationalizing variable costs, renegotiating new rates with existing vendors
• Performed productivity and cost analysis that resulted in re-direction of resources towards high potential areas
• Ensured adequate staffing, deployment and utilization of resources
• Carried out process audits for ensuring the procedures are being followed and highlighted factual inaccuracies at initial stage at which it can be controlled.

• Responsibilities- Team with 15 associates along with 10 pan India branches .Responsible for smooth running of the operation Projects on discrepant file, Data entry error, File flow analysis Preparing CIBIL Reports & making TVR calls and Reports Preparing loan documents by verifying customer kyc
• Checking the Disbursal documents
• Co-coordinating with Branch in order to solve customer’s pending problem
• Control attrition and Absenteeism
• Managed & motivated the employees through effective implementation of in-house training and incentive plans thereby resulting in increased productivity levels & employee satisfaction.
• Interacting with client on a daily basis to increase the efficiency of service.
• Managing escalations relating to people & process
• Highlights -Consistently achieved a high level of customer satisfaction by exhibiting a positive attitude and building trust, by ensuring commitments are met and expectations are exceeded by offering additional information about the company’s products in line with customer needs and priorities
• Suggested clients about various policies according to their needs
• Awarded as the Team Leader of the Month in Quarterly R&R