SHAJITH M
Retail Banking and Credit Bureau Professional
Manchester
Summary
Results-driven professional with over 19 years of comprehensive experience in the banking and service sector. Currently on a dependent visa in Manchester and available for immediate joining. Proven track record of success as a Certified Professional Scrum Master (PSM 1). Skilled in cards underwriting and proficient in managing the complete credit bureau process for banks. Experienced in monitoring customer experience across diverse channels and adept at handling IT projects related to credit bureau process implementation. Demonstrated leadership abilities in managing large teams, with extensive expertise in recruiting, training, and mentoring junior staff. Proficient in service quality auditing, implementing quality initiatives such as Five S, and effectively managing customer service and complaints. Proven credential in driving revenue improvement and cost-saving initiatives for organizations. Possesses a strong understanding of Indian banking regulatory laws, ensuring compliance and mitigating risks effectively. Seeking to leverage diverse skill set and extensive experience to contribute to the success of a dynamic organization in the banking or service sector.
Overview
20
20
years of professional experience
Work History
Senior Manager – Credit Card Underwriting and Vendor Management
HDFC Bank Ltd
01.2023 - 01.2025
- Underwriting and Application Processing Team Management
- Training new joiners, other departments, DSAs on credit card underwriting process
- Credit Card portfolio management and CPV (Contact Point Verification) agency management for the location
- Project initiations, concept note creations, UAT for credit card underwriting process
- Complaints management of credit card underwriting process
- Sharing insights on portfolio performance through regular reports to seniors and sales team
- Handling of vendors for cards underwriting
Senior Business Analyst
Crif Highmark Credit Information Services Pvt Ltd
01.2022 - 06.2022
- Data Quality (DQ) process and team handling
- Coordinate data submission for all RBI registered financial institutions
- Data analysis and share insights on DQ performance through reports to seniors and reporting members
- Collection of required information from banks and NBFC and create the requirements for system enhancement projects
- Project initiations, concept note creations, UAT for Data Quality process
- Training new joiners and members on improving DQ
- Query handling from members
Senior Manager – Credit Bureau and Dedupe Process
HDFC Bank Ltd
01.2014 - 12.2021
- Credit Bureau process including data submission, query management, ID creation process and payment
- Project initiation, monitoring and UAT for Credit Bureau process
- Analyse the submitted data and share insights through reports to seniors
- Recruit, train and support a team of 50 members handling Credit Bureau and Dedupe process
Project Manager
HDFC Bank Ltd
04.2012 - 12.2013
- Conduct service quality audits (regular/surprise) of all customer touch points of the bank (Branches, Asset Customer Service Centre, ATM etc)
- Train staff on improvement of customer service, complaints handling and 5S process
- Conduct six sigma projects on service improvements in various customer touch points
- Share reports of audit findings and other customer service-related process improvement requirements to seniors
NRI Relationship Manager
AXIS Bank
05.2011 - 04.2012
- Customer service and new customer inclusion in NRI segment
- Handle improvement of NRI portfolio of branch
- Share reports to bank seniors of performance of NRI portfolio
Assistant Manager
Kotak Mahindra Bank
02.2010 - 04.2011
- All front desk operations (cash management, account opening, query handling)
- Implementation of new policies given by management
Customer Service Officer
ICICI Bank
07.2007 - 01.2010
- All front desk operations (cash management, account opening, query handling)
- Implementation of new policies given by management
Accounts Receivable Executive
Perot Systems
04.2006 - 03.2007
- BPO handling of medical bills claims from insurance companies
Floor Supervisor
I Quest Solutions
09.2005 - 11.2005
- Team recruitment, training and handling of staff to conduct out bound calls process for a US company
Customer Care Executive
Soft Logic Systems
08.2004 - 07.2005
- Conduct outbound calls to US customers for selling of product from a US company
Education
Professional Scrum Certification - Scrum Process
Scrum.Org
Online 04.2001 - 09.2022
Post Graduate Diploma in Banking Operations - Retail Banking Process And Management
Institute of Finance Banking And Insurance
Chennai11-2007
BBA - Business Administration
Jaya College of Arts & Science - Madras University
Chennai 04.2001 -
Skills
- Financial Systems Understanding
- Credit Risk Assessment Training
- Data Analysis
- Creation and Execution of Solutions
- Comprehensive Plan Preparation
- Report and Document Management
- Effective Presentation Skills
- Client Relationship Management
- Proactive Problem Solving
- Risk Assessment
- Strategic Management Skills
- Strong Negotiation Abilities
- Strong Relationship-Building Ability
Timeline
Senior Manager – Credit Card Underwriting and Vendor Management
HDFC Bank Ltd
01.2023 - 01.2025
Senior Business Analyst
Crif Highmark Credit Information Services Pvt Ltd
01.2022 - 06.2022
Senior Manager – Credit Bureau and Dedupe Process
HDFC Bank Ltd
01.2014 - 12.2021
Project Manager
HDFC Bank Ltd
04.2012 - 12.2013
NRI Relationship Manager
AXIS Bank
05.2011 - 04.2012
Assistant Manager
Kotak Mahindra Bank
02.2010 - 04.2011
Customer Service Officer
ICICI Bank
07.2007 - 01.2010
Accounts Receivable Executive
Perot Systems
04.2006 - 03.2007
Floor Supervisor
I Quest Solutions
09.2005 - 11.2005
Customer Care Executive
Soft Logic Systems
08.2004 - 07.2005
Professional Scrum Certification - Scrum Process
Scrum.Org
04.2001 - 09.2022
BBA - Business Administration
Jaya College of Arts & Science - Madras University
04.2001 -
Post Graduate Diploma in Banking Operations - Retail Banking Process And Management
Institute of Finance Banking And Insurance
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