Sushil Prajapati

Team Management:

• Managing Consumer Operation team of 18 team member (12 Full time employee and 6 Interns).

• Ensure that all team members have proper work life balance by reviewing their activities every quarter.

• Work review of each member on timely basis to ensure no miss-out in activities

• Regular training and update on their performance to achieve their goals.

• Ensured proper distribution of work within team with work rotation policy.

• Considering the risk of business controls were built on daily activities to ensure each team members perform their activities with utmost care.

• Our department is best process driven department in the organization.

Process Management:

• Established performance metrics to track progress against organizational goals, providing valuable insights for continuous improvement efforts.

• Ensure all activities and reporting of team are completed within TAT with full accuracy.

• Managing 6 products: Lazypay Credit line, Citrus Wallet, PayU money Wallet, MVC, Clink, and Sellfie

• Ensure all merchant payout are as per TAT with accurate reconciliation

• Coordination between teams (PG, Product, Tech, CS, Sales, and Finance) for smooth function of daily activities.

• Led cross-functional teams for various initiatives, fostering a collaborative work environment that drove project success.

• Fund Management of Credit line and Wallet business

• Coordinating with auditors for timely completion and submission of RBI reports (Monthly and Quarterly).

• Automating the regular reconciliation process with the help and Tech and external source.

• Ensure data is provided to finance team to complete their books of records.

• Ensure data is provided to merchant (Merchant specific) for their audit purpose.

• Handling escalation and Tracking and escalating all pending activities and ensuring that it is completed.

• Reviewing and authorizing payment file prepared by the team member and sending it to bank for processing.

• Ensuring dashboard is published every day for all the activities done during the day with status

• Helping team member as and when required in their process activity.

Projects:

• Managed complex projects with tight deadlines, ensuring timely completion and seamless execution.

• Operational set-up of Lazypay Credit line business. This includes banking integration, recon and settlement conceptualization, Report structure, Customer complaints.

• Conceptualized co-lending model with Reliance (RCFL)

• Supported and participated in implementation of KYC of customer

• Documented all the process of Consumer Operation activities in standard format.

• Automation of wallet and Lazypay BNPL recon and settlement activities with third party recon solution

• Process migration of PayU money wallet from external party

• End to end ISO 9001-2015 QMS certification of Citrus Wallet

• BCP for Citrus Wallet operational activities.

• GST Implementation

• Conceptualizing new product's operational process

Achievement:

• Won “ThankU Award” the most prestigious award of the company on below projects:

• Migration of PayU money wallet activities from external source which saved cost of 3 Lacs per month.

• End to end completion of ISO 9001-2015 QMS certification for Citrus Wallet. Won three award

• Implementation of KYC of Lazypay customer.

• Best process driven unit with all the Process note as per audit requirement

• BCP for wallet product

Recon:

• Reconciliation of Prepaid product and Atomlite payment gateway.

• SMS Reconciliation for the count of SMS sends in a month and making summary for review for Accounts Department.

• ECS Recon on daily basis for the account that need to be debited and sending the same to bank for collection.

Billing:

• Preparing bill for all the IVR transaction done in a month and sending the same to account department to raise invoice.

• Raising invoice for the ECS transaction for settlement to bank and collection from Merchant.

• Raising invoice for the SMS transaction for settlement to Vendor and collection from Merchant.

• Preparing monthly recon for Atomlite and prepaid product and submitting the same to accounts department to pass entries in their book.

Payments:

• Claiming the funds from the bank and sending payouts to bank to make the payment to merchants.

• Preparing the refund file for the failed Top ups and recharge and sending it to bank to process refund for same.

• Sending Invoice for IVR, ECS and SMS transaction on receipts of check from accounts department.

POS:

• Verifying the application of Point-of-Sale machine (POS) and sending it to installation team for installation procedure.

• Coordinating with sales team in case of incomplete application received from them.

Recon:

• Handling exception process of reconciliation and refund for Federal Reserve Bank (FRB), CIGNA, JCC, AMEX, TACS etc.

• Reconciliation of account for Citibank Clients spread across in North America.

• Reconciling the clients account as per the information available and client’s behavior and making the report for the difference if any.

Payments:

• Making payment to refund to FRB for all the returned, cancelled, rejected and stopped payment within the cut off time.

• Booking deal with trader to purchase or sell different foreign exchange in order to get the best possible rate for the client without any loss.

• Handling National and International Funds Transfers with experience in investigations, analysis, reconciliation and operations related to funds transfer.

• Initiating Funds Transfers (making payments) upon customer requests.

Investigation:

• Interpreting inquiry messages from bank and corporate customers and taking appropriate measures to resolve their respective queries at best endeavors.

• Identifying different type of cases such as unable to apply/ return of funds/ cancel of payment/ recall of payment/ amendment etc and acting on them accordingly.

• Communicating with major Financial Institutions and Corporate Customers around the globe using Swift, Telexes, Emails, and Phone calls to resolve investigations in a time bound manner, focusing complete customer satisfaction.

• Calling Financial Institution in case of no revert received from them.

• Providing details to Customer service representative on their request to supply it to client. MIS and

Reporting:

• Verifying the report prepared by the colleague and advising if any change is required before sending to client.

• Preparing MIS for the item left out after the reconciliation and sending it to client for review and action.

• Expertise in handling high level Customer escalations which includes Client at Risk.

Team Interaction:

• Team Management in absence of the Operational Manager

• Mentoring the New Members in the team

Achievements:

• Received “New Kid on block” twice.

• Received Customer Appreciation Award.

• Received “Spot Award” twice.

• Received Pillar of Excellence Award.

• Achieved Team of the Quarter Award Twice

• Inwarding of CHI (Complete Health Insurance) Department- Collating of policies sold by the salesperson on excel and making MIS of the policies Issued, Stopped /Cancelled/Rejected or in held etc.

• Updating the policies on system, making payment entry and dispatching the policies.

• Adhering to underwriting standards and financial analysis while looking after policy issuance

• Quality checking on Voice recording system (VSR) of the policies sold by Tele sales department.

• Checking the policy document with the Voice recording system (VSR) and verifying the data.

• Taking the printout of the policy sold and sending the same to the verification department