Indu Gupta
New Delhi
Summary
Seeking assignments in Retail Banking, Mortgage Operations, Customer Service, Process Reengineering, Transaction Processing, Quality & Process enhancement with a growth oriented organisation in Financial industry.
A customer-focused, result- driven Senior Finance Professional with over 26 years of multi-faceted experience in Retail Assets Financing and Mortgage Business Operations. Proven track record of achieving assigned operational targets & redefining quality and audit parameters. In-depth knowledge of financial operations, loan processes, and regulatory compliance. Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in executing high volume operations activities. Expertise in Customer service, formulating & implementing effective strategies. Ability to thrive and succeed in fast-paced and dynamic environment. Worked on special projects like Conceptualization and implementation of new enterprise system, Writing BRD, UAT testing, training to team members. Involved in process and policy formulation. Planning and executing process improvement for better efficiency and system automation. Implementation of various organization level initiatives for improving process quality. Effective team manager and performance optimizer. Excellent relationship management skills and proficiency in servicing Corporate & non-corporate clients.
Overview
27
27
years of professional experience
Work History
CPU Head- Central Operations
HDB Financial Services Limited
09.2018 - Current
- Set up a new robust Centralized Operations unit catering to North and East India branches for all post disbursement operation processes for multiple loan products like LAP/ EBL/ Gold loan, Personal loan, Consumer durable/ Digital product loan, Auto loans, Loan Against shares, Lifestyle product loan, Microfinance etc
- Has a team of over 150 employees handling an average volume of 2.70 lakh files per month
- File and Collateral management - Managing all post disbursement activities of files and collaterals, receipts, audit, storage and retrievals, ROC charge creation & satisfaction
- EMI Banking - Processing banking instruments, presentation, re-lodgement, managing technical bounce cases, tie-up with the banks for direct debit arrangement, service providers, MIS & Analysis
- Payments- - Managing Loan disbursement, reconciliation and reprocessing of bounced cases, receipt books, loan closures and refunds
- Handling Fintech Operations - Co-lending, Onboarding partners, UAT, Payouts, POS recon, FLDG, compliance, customer grievance redressal etc
- Maintaining a good working relationship with Banks, Storage warehouse agencies, other service providers to assure high quality service attention
- Actively involved in strategic planning, P&L Management, liaison with regulators, partnership management
- Managing all post-disbursal operations including loan servicing, collections, account management, and customer support
- Efficiently monitoring loan performance, handling delinquencies, and managing customer queries and complaints
- Analyzing operational data to identify trends, address issues, and drive continuous improvement
- Enforcing standard operating procedures (SOPs) to ensure consistency and efficiency
- Assess current operational processes and identify opportunities for automation and optimization
- Monitoring operational risks, implementing mitigation strategies as needed
- Ensure all operational activities comply with regulatory requirements and industry standards
- Implement best practices and innovative solutions to enhance operational effectiveness
- Collaborating cross-functionally with internal teams to ensure alignment of growth strategies and operational processes
- Presenting regular reports on operational performance, key metrics, and strategic initiatives to senior management
Chief Manager & Head- Central Operations (COPS)
PNB Housing Finance Limited
10.2011 - 09.2018
- Incharge of Centralized Operations unit handling activities at PAN India level
- To ensure that processing is in adherence to policy, productivity analysis, reducing operational risk, monitoring TAT as per SLA etc
- Involved in the drafting of new processes, manuals for new products, ISO certification of the unit
- Core member of new system implementation, preparation of BRD, UAT, analysing FSD, testing and training team
- Trainer on internal processes and system for in-house training for new joinees, Management trainees etc
- Recognized as 'Subject matter expert' by the HR department
- Centralized DSA/ DST/ TL/ Connector / Deposit broker/ FI/ FCU/ Legal/ Technical vendor Empanelment
- Over 800 new empanelments per month
- Centralized Processing of sourcing channel payouts for PAN India
- Monthly payouts are approximately 20 crores, with about 5000 channel partners
- Analysis of the portfolio, working on Cost of Acquisition etc
- In-house printing and centralized dispatch of all customer communication to loan and deposit customers
- Bulk communication was handled robotically through Intelligent Mailing Solution by installing a high capacity printer and folder & inserter machine
- Reconciliation of disbursement cheques and monitoring unpaid cheques by following with branches and intimation to customers
- Actively interacting with Insurance channel partners like ICICI Lombard, Bharti AXA, TATA AIG & HDFC life for life-related and property Insurance
- Home loan disbursements, Repayment mode banking, Fixed deposit processing, Expense payments, Customer Service & Escalation Control, Driving Quality Vectors, launching new contests etc
- Deposit booking of over 10000 accounts per month amounting to approximately 800 crores
- Handling centralized maturity/ Pre maturity payments, Interest payments and Loan against deposits
- Mobilizing Fixed Deposits by Centralized broker empanelment and commission processing, management & servicing of Corporate broker houses
Manager Operations
Axis Bank Limited
06.2007 - 10.2011
- Handled Home loan post disbursement activities like collecting PDDs, processing of PDCs/ ECS, following on PDC exhaust cases, Cross-sell activities etc
- Managed Pre & Post disbursement activities of Auto loans
- Ensuring complete documentation as per approved Credit policy, PDC/ ECS movement, PDD updation, DSA relationship management and payout calculation and processing, File movement, advertisement tracking, Admin & Vendor bills, Customer service etc
- Ensuring background and reference check of Agencies/ DMAs being appointed, their constant evaluation and monitoring their performance against set parameters
- Conduct Agency Audits to review performance, accountings, collection practices, and compliance adherence
- Compliance/ rectification of irregularities pointed out in Concurrent Audit, Internal Audit
- Maximizing revenue through efficient operations
- Professional interaction across all departments within the organization to ensure proper implementation of policy and procedures
Executive Operations
Sundaram Finance Limited
09.2003 - 06.2007
- Credit Analysis & processing of Auto loan cases for Car, Commercial vehicles, Construction Equipment, Jeeps, 3 Wheelers, Tractor, Two-wheelers
- Dealing in Tyre finance, Fleet card, Insurance Finance and general purpose machinery like Gensets etc
- Formulating Credit Policies in line with market practices
- Monitoring Trade Advance to Dealers (Advances, legal documents, replenishment, liquidation, monitoring of business generation)
- DMA Relationship Management - Payment of bills, scrutiny of agreements, performance, quality and quantity of business sourced
- Follow up Activities ( Business, documentation, disbursement, Monitoring & control of Receivables, Repossession/ garage/ valuation bills)
- Compiling and analysis of Reports for Top Management (Budget Vs Actuals, Branch ranking etc.)
- Ageing of Repossessed vehicles, Insurance penetration, Business lost report etc
- Portfolio & WAR monitoring with right product mix and Credit appraisals
- Analysis of the delinquent Portfolio and devising strategies for collections
Junior Officer
Tata Finance Limited
06.1998 - 09.2003
- Preparing list for the advertisement of the sale of Repossessed vehicles
- Arranging auctions for the sale of Repossessed vehicles
- Working on NPA cases - sending notices to defaulters, filing of criminal complaints, Arbitration proceedings etc
- Worked closely with an external agency specialized in cracking NPA cases
- New collection and Repossession agency appointments
- Allocation of overdue contracts to collection agencies, monitoring the performance of collection and repossession agencies and verifying bills raised by them
- Monitoring termination of Hire Purchase contracts and suspense clearance
- Maintaining MIS of Trade Advance facility extended to Telco Dealers
- Dealer Relationship management
Education
PGDBA - Finance
Symbiosis
Pune01.2010
M.A - Economics
Annamalai University
01.2000
Bachelor In Science - Statistics Honours
Lady Shri Ram College
Delhi01.1997
AISSCE - Class XIIth
Bluebells School
Kailash, New Delhi01.1993
Skills
- Customer service
- Financial operations
- Loan processes
- Regulatory compliance
- Interpersonal skills
- Communication skills
- Analytical skills
- High volume operations
- Strategy formulation
- Process improvement
- System automation
- Process quality improvement
- Team management
- Performance optimization
- Relationship management
- Corporate client servicing
- Non-corporate client servicing
Accomplishments
- Consistently 'Very Good' performance in the company.
- Won International Trips for contribution towards General Insurance.
- Formulated a new system of DMA payments & Customer service module.
- Nominated in the club of 'Subject Matter Experts'.
- Attended Situational Leadership programme and other workshops.
- Worked as a volunteer for one year in NSS.
Languages
- English
- Hindi
- Russian
Personal Information
- Date of Birth: 08/17/75
- Gender: Female
- Marital Status: Married
Languages
English
Proficient
C2
Timeline
CPU Head- Central Operations
HDB Financial Services Limited
09.2018 - Current
Chief Manager & Head- Central Operations (COPS)
PNB Housing Finance Limited
10.2011 - 09.2018
Manager Operations
Axis Bank Limited
06.2007 - 10.2011
Executive Operations
Sundaram Finance Limited
09.2003 - 06.2007
Junior Officer
Tata Finance Limited
06.1998 - 09.2003
PGDBA - Finance
Symbiosis
M.A - Economics
Annamalai University
Bachelor In Science - Statistics Honours
Lady Shri Ram College
AISSCE - Class XIIth
Bluebells School
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