Syed Imran

Responsibilities:

· Manage and mentor a team of 20+ Dispute & Cash Application analysts, assign tasks, set goals, and ensure deadlines are met.

· Monitor performance by providing regular feedback and coaching to enhance team performance. Conducting One on One connects, and update people connect tool accordingly.

· Maintaining and updating the headcount file for my span, reviewing framework controls on daily basis.

· Ensuring PKT (process knowledge test) is rolled out every month which includes questions on errors made by the team.

· Preparing Monthly SLA and Key metric reports and sharing with BRG team.

· Implemented effective backup plans within the teams, ensuring that the work continued smoothly even when someone was absent.

· Preparing Root cause analysis and updating the tool and implementing the controls accordingly to mitigate the errors in future.

· Preparing monthly 3*3 data and updating in core beat tool and preparing scorecard of each team member and sharing with them on their performance.

· Conducting monthly governance call with stake holders and share the monthly business operational summary – highlights/lowlights, Focus Areas, Support Needed.

· Ensure accuracy, timeliness, and compliance with industry standards and regulations.

· Analyze data and financial reports to identify trends, issues, and improvement opportunities.

· Collaborate with Collection and Billing departments to facilitate seamless cash application processes and effective communication.

· Cultivate and maintain strong relationships with key stakeholders, including customers and internal teams.

· Lead special project: I was leading and working closely with client and technical team for Implementing MS Blackline in Cash applications process and successfully went hyper care go-live in the month of June 2023.

· Provide regular reports and updates to senior management on cash application and dispute performance, issues, and strategies.

· Identify potential risks/issues in the operations center and take necessary steps to mitigate them.

· Ensuring all the mandatory training are completed by team including compliance.

Responsibilities:

Cash App:

• Cash application on right time to the right account based on the customer’s name, numbers and Invoice number.
• Coordinating with internal teams for application of payments.
• Handling client queries.
• Maintaining regular updates on various logs.
• Closely monitoring the team in the MEC (Month End Closure) by keeping the business updated with all the challenges, inputs and timely completion of activities.
• Consistently maintaining quality and client satisfaction

Customer Master Data:

· Maintaining and timely updating the existing account of clients.

· Working on JIRA tickets on daily basis (Bill to & sold to change, Payment term change, Sales channel change, Name change, Address change Etc.)

· Following up on pending JIRA tickets of different entities of Twitter (TIC, TUK, TAPAC, TBR and TUS)

· Connecting with different teams of OTC for resolving the tickets.

· Maintaining and timely updating the Invoice distribution list, irrespective of entities.

· Maintaining and timely updating the special instruction of the clients.

· Credit Check – validating the credit worthiness of the customer and blocking or unblocking the customer in data base respectively.

· Updating banking details of customer to process refund (Receipt/Credit memo)

· Auditing Insertion order (Contract) on daily basis.

· OM vs Ad server

· Auditing IOs and in house IOs (Contract)

Responsibilities:

· Handled query management and resolving customer billing issues over e-mail and if required use to contact customer directly via phone.

· Reconciliation of Invoices to locate the misapplied payment in case customer has multiple accounts.

· Refunds (Refunding back the credit balance on account by making sure the amount in account belongs to customer, using tool BOA)

· Extracting account summary and converting in letter format and sending to Customer via Fax, Email and Mail as per request.

· Contacting end customer directly if required any document or proof of payment or information from customer’s end.

· Cascading the query to different team if query requires special access or investigation.

Responsibilities:

· Providing information on Current NAV and NAV history (Net Asset Value)

· Advising Customer to invest in high-risk investment or low risk investment depending on market conditions.

· Providing information of past NAVs of the different funds

· Switching of funds on request of customer

· Explaining customer about various types of Insurance plans which ICICI-PRU offers

· Explaining customer about market inflation or deflation who has made a loss under the plan and asking customer to be invested for a longer term to gain profit.