Rohan Tripathi
Area Head Collections
Lucknow,UP
Summary
Results-oriented MBA professional with 9 years in service quality, product lifecycle management, and collections leadership at a leading bank. Skilled in cross-functional collaboration, risk mitigation, and performance metrics that deliver measurable financial impact. Eager to drive innovation in dynamic banking environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
AVP-Collections
Ujjivan Small Finance Bank
Lucknow, Uttar Pradesh
05.2025 - Current
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Counseled debtors on payment options and arranged installment agreements.
- Researched accounts and completed due diligence to resolve collection problems.
- Evaluated hiring, firing, and promotions requests.
- Implemented and developed operational standards, policies and procedures.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Product Manager-Family Banking
Ujjivan Small Finance Bank
Noida, Uttar Pradesh
08.2021 - 05.2025
- Developed product roadmaps to help guide the development of new products.
- Conducted market research and competitive analysis for existing and potential products.
- Managed cross-functional teams across departments, including engineering, marketing, and sales.
- Created processes and procedures that ensure high quality products are delivered on time.
- Performed post-launch analyses to measure success of feature rollouts.
- Established relationships with third party developers who could extend the reach of our products.
- Identified product gaps and generated innovative ideas to expand market share, improve customer experience and drive growth.
- Developed marketing programs for several new product offerings to bring in additional revenue.
- Formalized policies and set goals to keep projects on-task and maximize team performance.
- Recommended policy changes to improve marketing tactics and strategies.
Area Customer Service Manager
Ujjivan Small Finance Bank
Lucknow
08.2018 - 08.2021
- Developed and implemented customer service policies and procedures.
- Provided coaching, guidance, and feedback to team members on customer service issues.
- Managed daily operations of the customer service department, including staffing, scheduling, and budgeting.
- Collaborated with other departments to ensure customer needs were being met promptly and accurately.
- Ensured that all customer inquiries were handled efficiently by following established protocols.
- Developed training materials for new team members on the best practices for providing excellent customer service.
- Monitored compliance with established policies and procedures governing grievances handling process.
- Reviewed existing grievance systems regularly to identify areas needing improvement or change.
Customer Experience - Management Trainee
Ujjivan Small Finance Bank
Bangalore
05.2017 - 08.2018
- Conducted research and analysis of customer feedback to identify areas of improvement in operational processes.
- Assisted with the development of new policies and procedures for daily operations.
- Provided on-the-job training to new employees in accordance with company standards.
- Collaborated with senior management to ensure successful implementation of projects.
- Developed reports and presentations summarizing results from research activities.
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Performed root cause analysis on recurring problems identified through customer feedback.
Education
MBA - Marketing And Operation
Jaipuria Institute of Management
Lucknow03-2017
Bachelor of Commerce -
Banaras Hindu University
Varanasi03-2015
Skills
- Credit risk assessment
- Account reconciliation
- Collection agency relations
- Persuasion strategies
- Product Stategy
- Vendor Management
- Competitive Analysis
- Research and trend analysis
- Customer Experience Management
- Grievance Management
- Training Coordination
Languages
Hindi
Native language
English
Upper Intermediate (B2)
B2
Accomplishments
- Developed product and process to boost small deposit which has been awarded with Gold category Skoch award
- Awarded as best Regional Product Manager for Fin. year 2022-23 and 2023-24.
- Received Best Area Manager- Service Quality Award for Fin. Year 2019-20.
Certification
Completed certification from below areas From Harvard Manage Mentor.
- Strategic Thinking
- Leading People
- Decision Making
- Coaching
Timeline
AVP-Collections
Ujjivan Small Finance Bank
05.2025 - Current
Product Manager-Family Banking
Ujjivan Small Finance Bank
08.2021 - 05.2025
Area Customer Service Manager
Ujjivan Small Finance Bank
08.2018 - 08.2021
Customer Experience - Management Trainee
Ujjivan Small Finance Bank
05.2017 - 08.2018
MBA - Marketing And Operation
Jaipuria Institute of Management
Bachelor of Commerce -
Banaras Hindu University