Swetha Shetty

• Oversaw vital metrics, ensuring consistent TAT across service units.
• Reviewed processes including refunds, waivers, loan repricing, and conversion of staff loans to commercial rates to ensure all the standard processes and documentation are followed.n is followed.
• Teamed up with different units to apply excess funds for partial or complete settlements.
• Facilitated implementation of charge revisions for the product team in LMS/SFDC systems.
• Automated process to identify excess amounts in loan accounts using BOT.
• Ensured comprehensive drafting and execution of essential documents for newly introduced processes.

• Managed Pan-India Central Customer Service for Small Business Banking (SBB) product, ensuring high-quality support and satisfaction for clients nationwide
• Implementation of comprehensive Customer Service Process Manuals for all key processes, ensuring standardized procedures and seamless operations across departments
• Collaborate with cross-functional teams to drive system development, implementation, training, and support for digital projects
• Utilize Jira application framework for customer application development
• Lead projects to convert manual processes into Straight Through Processing (STP) and digitization for improved customer experience
• Revamp existing SMS, Email, and Letter templates and integrate the core communication system with other banking systems
• Review and monitor Service Quality matrices, ensuring compliance by ground team members

Digital Projects Handled:

• Designed and automated E Welcome Letter for Business Loans Customer
• Automated E Renewal Intimation letters for Small Business Banking Overdraft and Cash credit accounts
• AOD (Acknowledgement of Debt) letter generation on one click developed in Sampark System
• Developed an online portal for submission of Stock Statement through Axis Bank's website

System Developments:

• Enabled Saksham system to handle servicing of SBB customers via Phone Banking
• Integrated Saksham with Finacle/LOS/LMS/DLMS to provide one system for servicing customers at the front end
• Supported the development of Case Management System (CMS) for handling service at the front office
• System developed to trigger Communication to customer to collect Original Documents post closure of Secured Loans
• Managed end-to-end UAT/CUG environments for system developments