Summary
Overview
Work History
Education
Skills
Proficiencymatrix
Software Application
Languages
Certification
Accomplishments
References
Timeline
Generic
SWAPNIL SHINDE

SWAPNIL SHINDE

Thane

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Operation Manager -Credit Card Life Cycle

IDFC First Bank Ltd.
Navi Mumbai
12.2022 - Current
  • Ensured smooth functioning of credit card operations throughout the life cycle
  • Created and updated process documentation including process maps, flowcharts, and procedures
  • Maintains adherence to regulations and laws regarding credit card post-issuance life cycle.
  • Collaborated with IT team to identify system enhancements for process automation
  • Performed regular reviews of processes and procedures, identifying areas for improvement
  • Contributed to diverse cross-functional project teams aimed at streamlining processes.
  • Worked alongside stakeholders in addressing issues pertaining to post-issuance credit card management.
  • Prepared and presented reports to senior management on process performance and improvement initiatives
  • Streamlined operations by introducing innovative processes and procedures, facilitating comprehensive training and communication strategies
  • Supported internal and external audits for credit card post-issuance processes
  • Supported in ensuring smooth testing processes by assisting in the establishment and upkeep of testing environments
  • User Acceptance Testing and Sanity Testing
  • Managing Daily BAU & 20 Lakh + Credit Card Basis Service Request.

Operation Manager - Credit Card Life Cycle

Axis Bank Ltd.
Navi Mumbai
09.2018 - 12.2022
  • Managed credit card operations post-issuance and process, ensuring seamless workflow.
  • Successfully conducted manual test cases and compared results to anticipated outcomes
  • Enhanced financial operations by conducting bank reconciliations and preparing financial reports
  • Performed front-end user acceptance testing, prepared business requirement documents and standard operating procedures, conducted functional and system testing, collaborated with IT, BIU, and Business stakeholders to ensure end-to-end project completion.
  • Efficiently handled inquiries regarding payments and prepaid credit cards
  • Handled credit card collection activities including settlement and compromise, mapping NPA cards, risk-based supervision, and overdue adjustment
  • Monitored and ensured daily operational activities including Credit Card cancellation, FD Liquidation, reconciliation of Reversal/EMI booking
  • Monitored and ensured timely closure of service requests and complaints by Operations team
  • Coordinated with vendor to streamline billing process and reconcile invoices
  • Implemented strategies to increase efficiency and accuracy through automation
  • Managed billing of Priority Pass charges to customers and ensured timely payment to vendors
  • Managed Credit Card CIBIL Queries, ensuring accuracy and coordinating with Bureau
  • Managed Prepaid Card Queries including amount loading, disputes, and card replacement.

Officer - CSR & Floor Supervisor

ICICI Bank Ltd.
Thane
08.2015 - 09.2018
  • (a)Call & Trade (b)Customer service(c)Team Handling-Call Audit(d)Cross Sales
  • Ensured high standards by carefully reviewing customer service requests and complaints raised by team members.
  • Consistently achieved and maintained prescribed TATs while ensuring high quality standards.
  • Conducted daily call audits and shared detailed reports with team leader via dashboard, including scores and feedback.
  • Responsible for managing NRI and Domestic customer interactions, including booking shares, mutual funds, F&O IPOs, and credit card services.
  • Executing responsibilities as a temporary team leader, trained and guided new employees on work processes.

Education

Master of Commerce - Marketing

University of Mumbai
Mumbai, Maharashtra, India

Bachelor of Management Studies - Marketing

University of Mumbai
Mumbai, Maharashtra, India

Skills

  • Business Development
  • Process Management
  • Cross-Functional Teamwork
  • Manual Testing
  • Bank Reconciliation
  • Operations Management
  • Team Leadership
  • Staff Training and Development
  • Complex Problem-Solving
  • Product Management
  • Customer Relationship Management (CRM)
  • Salesforce Management
  • Policy Implementation

Proficiencymatrix

  • Manual Testing
  • Stock Market
  • Reconciliation
  • Post issuance Life Cycle of Credit Cards
  • Process Management
  • Product Management

Software Application

TSYS PRIME, FINACLE, FCRM, OTRS, MIS, FOXPRO, CRM NEXT, CIBIL CRS, PCS, CBS,POSIDEX,SELENUM,JIRA, CORE JAVA ,SQL

Languages

  • Marathi
  • English
  • Hindi

Certification

  • Automation Anywhere Citizen Developer Career Quest- Start Phase
  • Automation Anywhere Citizen Developer Career Quest- Accelerate Phase
  • NISM VIII Derivatives ( F & O)
  • NISM V Mutual Funds
  • NISM VI SORM ( Equity )
  • Software Testing from NETTECH India Institute
  • Introduction of Data Analysis using Excel- Rice University ( Coursera)
  • MSC-IT

Accomplishments

  • 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
  • Selected for Process Automation and build your own BOT

References

References available upon request.

Timeline

Operation Manager -Credit Card Life Cycle

IDFC First Bank Ltd.
12.2022 - Current

Operation Manager - Credit Card Life Cycle

Axis Bank Ltd.
09.2018 - 12.2022

Officer - CSR & Floor Supervisor

ICICI Bank Ltd.
08.2015 - 09.2018

Master of Commerce - Marketing

University of Mumbai

Bachelor of Management Studies - Marketing

University of Mumbai

Similar Profiles

CREATE PROFILE
SWAPNIL SHINDE