SWAPNIL SHINDE
Bank Operation Management | Process Management| QA Analyst (UAT- Functionality Testing) | Process Audit | Process Training | Sales workforce Management | Project Co-Ordination
Maharashtra- Thane
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
9
9
years of professional experience
Work History
Manager Credit Card-Operation & Process Management
IDFC First Bank Ltd.
12.2022 - Current
- Managing Post issuance Life cycle of Credit Card Operation
- Creating and maintaining process documentation such as process maps, flowcharts, and process procedures
- Ensuring compliance with regulations and laws related to credit card Post issuance life cycle
- Working with IT team to identify system enhancements for process automation.
- Conducting regular reviews of processes and procedures to identify areas for improvement.
- Participating in cross-functional project teams focused on process improvement efforts
- Collaborating with stakeholders to identify and address issues related to post-issuance credit card management
- Preparing and presenting reports to senior management regarding process performance and improvement initiatives
- Implementation of new processes and procedures, including training and communication efforts
- Supporting internal and external audits pertaining to credit card post-issuance processes
- Assisted in creation and maintenance of testing environments to facilitate smooth testing processes.
- User Acceptance Testing & Sanity Testing.
- Managing Daily BAU & 20 Lakh + Credit Card Basis Service Request
Manager – Operation & QA Analyst
Axis Bank Ltd.
09.2018 - 12.2022
- Credit Card Operations Post-issuance & Process Management
- Analyzed financial data derived from multiple reporting systems to develop recommendations for operational and performance improvements.
- Proficient in creating detailed test plans, test cases, and test scripts based on project requirements and design documents
- Strong understanding of Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC)
- Execute test cases manually and verify results against expected outcomes
- Strengthened financial operations by conducting bank reconciliations and financial reporting.
- Front – End UAT testing, BRD/ SOP preparation, Functional testing, System testing & co-ordination with various stake holders IT, BIU, Business for end-to-end project completion.
- Managing Payments Related & Prepaid Credit Card Queries
- Handling collection activity like- Settlement and Compromise of credit cards, Mapping NPA credit cards, Risk based supervision, overdue adjustment
- Monitoring and ensuring daily operational activities like Credit Card cancellation, FD Liquidation Reconciliation of Reversal/EMI booking
- Monitoring Service request & complaint are closed completed by Operations team within TAT
- Coordinating with vendor for billing process and reconciliation of invoices
- Focusing more on atomization to reduced manual efforts/errors
- Billing of Priority Pass charges to customer & ensuring timely payment to Vendor
- Multi Accounting/add-on card creation
- Managing Credit Card CIBIL Queries – Correction & coordinating with Bureau
- Managing Prepaid Card Queries – Amount Loading, disputes & card replacement.
Officer - CSR & Floor Supervisor
ICICI Bank Ltd.
08.2015 - 09.2018
- (a)Call & Trade (b)Customer service(c)Team Handling-Call Audit(d)Cross Sales
- Quality checks and scrutinizing service request and complaint raised by team for customer.
- Maintaining TAT as per prescribe time without compromising on quality.
- Auditing calls and share the report daily to team leader on dashboard with Score & feedback.
- Handling NRI and Domestic customer for booking share, mutual funds, F&O IPO’s & credit card.
- Training & managing new employees regards to work and process as Temp- team leader.
Education
Bachelor of Business Administration -
University of Mumbai
Mumbai 04.2001 -
Master of Commerce -
University of Mumbai
Mumbai 04.2001 -
Skills
Bank Reconciliation
Training and Development
Process Management
Analytical Skills
Manual Testing Proficiency
Bank Reconciliation
Profile Overview
Strong analytical, problem-solving and decision-making skills with expertise in developing and implementing effective processes and procedures to improve operational efficiency and customer satisfaction. Committed to ensuring the delivery of high-quality products through comprehensive testing and meticulous attention to detail. Proven track record of successfully managing complex projects and driving process improvements resulting in cost savings, productivity gains and increased revenue. Expertise in managing end-to-end credit card operations including customer acquisition, Card post issuance life cycle, Manual testing, reconciliation, and Collections. Proficient in managing customer services and complaints to ensure high levels of customer satisfaction, retention and loyalty. Strategic thinker with ability to develop and execute innovative ideas and approaches to address challenging business issues. Excellent interpersonal, communication and leadership skills with ability to build and maintain productive relationships with cross-functional teams and stakeholders. Proactive, result-oriented and adaptable professional with high energy and positive attitude towards work.
Proficiency Matrix
- Manual Testing
- Stock Market
- Reconciliation
- Post issuance Life Cycle of Credit Cards
- Process Management
Personal Information
- Notice Period: 3 Months
- Date of Birth: 04/27/91
- Marital Status: Un-Married
Additional Details
TSYS Prime, Finacle, FCRM, OTRS, MIS, FOXPRO, CRM Next, CIBIL CRS, PCS, CBS, Mutual Funds VA, Derivatives VIII, Equity (SORM)VII, Introduction to Data Analysis using Excel-Rice university (Coursera), The Maharashtra State Certificate in Information Technology (MSCIT), Software testing from NETTECH India, Best PRESENTATION IN IDEA EXPO - 9 Held in February 2018 from ICICI (CS HEAD), Champion Award for productivity, Project & Team handling by Business head from Axis Bank
Languages
Marathi
English
Hindi
References
REFERENCES ARE AVAILABLE UPON REQUEST
Timeline
Manager Credit Card-Operation & Process Management
IDFC First Bank Ltd.
12.2022 - Current
Manager – Operation & QA Analyst
Axis Bank Ltd.
09.2018 - 12.2022
Officer - CSR & Floor Supervisor
ICICI Bank Ltd.
08.2015 - 09.2018
Bachelor of Business Administration -
University of Mumbai
04.2001 -
Master of Commerce -
University of Mumbai
04.2001 -