SANDEEP CHEERA

Key Achievements:

• Led the successful implementation of 4 major initiatives, resulting in 35% reduction in customer onboarding time, a 30% improvement in Net Promoter Score (NPS)
• Managed a team of 5 specialists in conducting needs assessments, developing project plans and managing stake holder engagement through out the change life-cycle.
• Performed the data analysis to measure the impact of change initiatives and identify areas of continuous improvement
• Successfully migrated 7 processes with a combination of automation, reducing processing time by 50% and eliminating human error.

Responsibilities Held:

• Ideation and solutioning by understanding problem statements/ pain points from business/ customer
• Day-to-day usage of tools such as Value Stream Mapping, 5 why analysis, Pareto etc.
• Visited operations teams/ bank branches to walk through the processes, identified pain points and provided solution to improve process metrics such as NPS, TAT and NFTR

Projects Delivered include:

• CMS Smart Pdf: (https://smartforms.axisbank.co.in/ SmartPDFForm-AOF/CMS/new): Conversion of physical forms to smart forms (digital version). Customer on boarding TAT reduced from 10 to 3 days.
• Process Automation (RPA): End-to-end automation of 2 processes in wholesale banking operations (reconciliation and auto-mailers). TAT reduced from 3 to 1 day | NFTR% reduced from 40% to 10%.
• Process Migration: Migration of Sanction Letter preparation from RM to Ops team. RM bandwidth release of 40% and NFTR reduction from 65% to 20%.
• Adoption of E execution facility in Loan documentation: Interacted with close to 100 RMs Pan India to know the current level of digitization in loan documentation,prepared and rolled out checklist to branches and RMs to ensure adoption of digital signing of loan documents. Digitization in process increased from 47% to 84%

• Primary responsibilities include categorizing, analysing the losses occurring on loans post a borrower goes into default
• Additional responsibilities include reporting on utilization, productivity and shrinkage
• Experience in handling end-to-end delivery of projects related to process re-designing, drafting SOPs, handling a team of 4
• 2 time Wells Fargo Championship Awardee

Projects Delivered Include:

• Application enhancement: Adding a button in loan application (PLAD) to reduce the time taken for scrolling up and down within the application. Time saving of 30 mins per day per employee
• Process Migration: Led a team of 6 in migrating process from on-shore (Home loan: loss analysis)

• Real-time monitoring and managing Convergys call centre agents through Avaya-CMS, IEX & WFM-now
• Reporting and communicating with clients to discuss daily & monthly performance

• Responsible for processing of commission payments to ADP sales associates using Oracle CRM
• Resolving issues of sales associates with regards to compensation and commissions