Sourabh Kumar
Summary
Operations manager with over 7 years of experience in banking operations, specializing in digital transformation and process governance. Proven track record in operational risk management, compliance oversight, and workforce planning. Led successful automation system migrations and e-mandate implementations, resulting in enhanced operational efficiency and improved customer experiences. Expertise in managing audits, implementing control frameworks, and collaborating with senior leadership to meet strategic objectives.
Overview
8
8
years of professional experience
Work History
Manager
Bajaj Finance Limited
Pune
01.2022 - Current
- Optimized banking and GenAI voice bot operations to boost performance and efficiency.
- Led end-to-end repayment processes with 10-member team, ensuring compliance and mandate validation.
- Directed secured and unsecured loan disbursements, adhering to policies and maintaining execution accuracy.
- Oversaw loan document storage, managing dispatch tracking and KYC processes for compliance.
- Conducted training sessions with Pan-India branch teams, providing operational guidance and support.
- Managed RBI and CAS audits for operational processes, ensuring adherence to disbursement policies.
- Developed training programs to enhance staff skills and operational knowledge.
- Implemented process improvements, streamlining workflows and reducing delays.
Operation Officer
IDFC FIRST BANK
Mumbai
12.2019 - 01.2022
- Directed system automation and digitalization initiatives to elevate project delivery quality and timeliness.
- Coordinated cross-functional teams to enhance efficiency in service delivery.
- Created operational performance reports for senior management review.
- Drafted business requirements documents defining test strategies for effective execution and governance.
- Managed end-to-end MIS reporting, providing actionable insights and conducting risk assessments.
Customer Service Representative
Voitekk softsol Pvt Ltd
Mumbai
09.2018 - 07.2019
- Resolved high-volume customer inquiries to enhance satisfaction and drive retention.
- Identified upselling and cross-selling opportunities to increase revenue.
- Executed proactive relationship management initiatives to foster loyalty.
- Managed workforce planning and performance management to optimize resource utilization.
Education
BSC - Biotech
Hemvati Nandan Bahuguna Garhwal University
Uttrakhand12-2018
Skills
- Project management
- Strategic planning
- Data analysis and reporting
- Risk Assessment & Compliance Governance
- API integration
- SQL expertise
- Process optimization
- Office 365 and SharePoint
- Cross-functional collaboration
- Audit oversight
- Quality Control & Testing Measures
- Evaluative Judgment & Problem Solving
Projects
- GenAI Voice Bot Implementation, 01/2026 – Present, Implemented and optimized a GenAI voice bot solution, resolved production issues and system defects, identified and fixed call disposition and latency issues, reducing voice response time from 12 seconds to 2 seconds, resulting in improved customer experience and operational efficiency.
- E-Mandate Functionality Implementation - LMS & Bajaj APP, 04/2023, 10/2023, Enhanced E-Mandate functionality by designing new workflows aligned with NPCI guidelines, achieving penetration improvement from 75% to 95%
- System Migration EP-SFDC, 04/2024, 05/2025, Managed EP to SFDC loan portal migration, overseeing disbursement and repayment workflows per policy and BRE risk guidelines.
PROMOTIONS
- MANAGER Jan 2025 – Present | Bajaj Finance Limited, Pune : Promoted from Deputy Manager to Manager in recognition of exceptional performance, leadership capabilities, successful delivery of strategic business initiatives, and consistent contribution to operational excellence and digital transformation programs.
- DEPUTY MANAGER Jan 2023 – Dec 2024 | Bajaj Finance Limited, Pune: Promoted from Assistant Manager to Deputy Manager based on strong performance in banking operations, process optimization, stakeholder management, and successful execution of business-critical projects.
Accomplishments
- RISING STAR AWARD, Bajaj Markets, 2022: Recognized for outstanding demonstration of execution speed.
- DEPARTMENTAL SUPER SQUAD AWARDS, Bajaj Markets, 2023: Recognized for collaborating and delivering key organizational goals.
- PERFORMER OF THE MONTH - Bajaj Markets, 2025
Date of Birth
05/07/1996
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
Timeline
Manager
Bajaj Finance Limited
01.2022 - Current
Operation Officer
IDFC FIRST BANK
12.2019 - 01.2022
Customer Service Representative
Voitekk softsol Pvt Ltd
09.2018 - 07.2019
BSC - Biotech
Hemvati Nandan Bahuguna Garhwal University