Manager (Retail Portfolio Management- Credit Cards)
HDFC BANK
08.2020
Hi, I’m
Sweta Nigam
Delhi
Summary
Green Belt Six Sigma Certified professional with nearly 16 years & Certified of extensive experience managing domestic processes and leading teams while swiftly ramping up floor support management ensuring timely deliverables and highest efficiency levels. Currently working with HDFC BANK in the capacity of Manager – Retails Portfolio Management (Credit Cards) Excellent time management skills with proven ability to work accurately and quickly prioritize, coordinate and consolidate tasks, whilst simultaneously managing the diverse range of functions Customer Care, Planning & MIS, Administration, Technical Support, Team Management, Training & Compliance. Adept in Tracking and maintaining metrics for a variety of data including productive utilization, quality audits, attendance, seat utilization, individual and process performance, daily MIS, weekly dashboards and control charts, monthly Process Analysis Report(PAR), Monthly Employee engagement and satisfaction scores etc. Areas of strength: Sound knowledge of sales and marketing principles, Ability to manage multiple-tasks, Excellent written/verbal communication skills, Strong decision-making skills, Ability to lead a team
Looking for a Manager position where I can help facilitate daily missions, execute various tasks, and act as a link between assigned senior manager and peers, partners, employees and subordinates.
Work History
GLOBIVA SERVICES PRIVATE LTD
Assistant Manager-Operations
Job overview
- Handled various processes with the strength varying from 25 to 80 people at a time with 3-4 different LOBs
- Handled Voice Campaigns like ICICI- Loans and CPP Sales
- Handled Backened campaigns like Snapdeal Listing and Seller Helpline
- Handling the Dialer by controlling the KPIs like utilization, Average Handling Time, Wrap time and Wait time in all the OB Campaigns
- Created and implemented various programs for better business management and results
- Responsible for operations & floor management, planning strategies, work force & workflow management
- Regularly perform quality checks on work done by new and tenured associates
- Analyzing performance metrics and communicating the same to individuals and senior management and ensure proper communication across all lines of authority within the team
- Single point of contact between the team and senior management, maintained communication on key deliverables of the process while handling roster management & staffing
- Maintaining inter-departmental coordination with HR, IT and Facilities to ensure smooth operations
- Instrumental in implemented centralized operations
- Collecting and collating data and generating periodic reports and carrying out value added analysis of reports to facilitate strategy planning
- Assist embedded coaches in developing training material as needed
- Participate directly in training of new hires during initial weeks
- Actively participation in Employee engagement and satisfactions so as to control attrition and VOE scores
- Heading process Fun creator team.
ALLSEC TECHNOLOGIES
Team Manager-Operations
Job overview
- Handling the OLX process with the strength varying from 116-155 people at a time with 6 different LOB
- Handling the Dialer by controlling the KPIs like utilization, Average Handling Time, Wrap time and Wait time in all the OB Campaigns
- Created and implemented training program for a 13% increase in customer satisfaction
- Responsible for operations & floor management, planning strategies, work force & workflow management
- Regularly perform quality checks on work done by new and tenured associates
- Analyzing performance metrics and communicating the same to individuals and senior management and ensure proper communication across all lines of authority within the team
- Single point of contact between the team and senior management, maintained communication on key deliverables of the process while handling roster management & staffing
- Maintaining inter-departmental coordination with HR, IT and Facilities to ensure smooth operations
- Instrumental in implemented centralized operations
- Collecting and collating data and generating periodic reports and carrying out value added analysis of reports to facilitate strategy planning
- Assist embedded coaches in developing training material as needed
- Participate directly in training of new hires during initial weeks
- Actively participation in Employee engagement and satisfactions so as to control attrition and VOE scores
- Heading process Fun creator team
- Maintain Frequent Interaction with Line of Business (LOBs) to ensure flawless execution of work and high VOC scores.
POLICY BAZAAR
Team Leader-Operations
Job overview
- Handling a team of 10-15 members and taking care of the entire South India Personal Loan business
- Interacting with the RM’s and the SM’s to get the cases closed and also to make sure the customer gets the disbursal amount within 3 business days
- Preparing daily reports for the team and to make aware the agents with the perimeters required to equalise it with the process knowledge
- Give trainings to the agents as an extra initiative taken to give them a better understanding of the process and to prepare them for the future challenges
- Handling high value cases and make the agents listen to the live calls to help them understand the customer and how to convert them to sales
- Meeting dials, talktime and daily disbursal targets.
AMERICAN EXPRESS
Consumer Professional Services Expert
Job overview
- Inbound Corporate American Express Charge Cards Process
- Preparing daily reports for the team as an extra initiative taken
- Handling Card member’s queries
- Meeting AHT and Sample targets.
BARCLAYS
Collections Expert
Job overview
- First Party Outbound Collection Process
- Meet the AHT target and taking escalations for the new agents
- Achieving all types of targets for the team.
HDFC BANK
Manager (Retail Portfolio Management- Credit Cards)
08.2020
Job overview
- Currently working with HDFC BANK in the capacity of Manager – Retails Portfolio Management (Credit Cards)
- Excellent time management skills with proven ability to work accurately and quickly prioritize, coordinate and consolidate tasks, whilst simultaneously managing the diverse range of functions Customer Care, Planning & MIS, Administration, Technical Support, Team Management, Training & Compliance
- Adept in Tracking and maintaining metrics for a variety of data including productive utilization, quality audits, attendance, seat utilization, individual and process performance, daily MIS, weekly dashboards and control charts, monthly Process Analysis Report(PAR), Monthly Employee engagement and satisfaction scores etc.
Education
CSJM University
MA
CSJM University
BA
Skills
Yellow & Green Belt Six Sigma Certified
undefinedPersonal Information
- Date of Birth: 05/31/88
- Marital Status: Married
Timeline
Assistant Manager-Operations
GLOBIVA SERVICES PRIVATE LTD
Team Manager-Operations
ALLSEC TECHNOLOGIES
Team Leader-Operations
POLICY BAZAAR
Consumer Professional Services Expert
AMERICAN EXPRESS
Collections Expert
BARCLAYS
CSJM University
MA
CSJM University
BA
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