Vartika Mishra

Bank Relationship Management: As a CSA, I own designated bank relationships, acting as the primary point of contact.
SLA Adherence: I diligently ensure that all Service Level Agreements (SLAs) are met, following SOPs.
Reconciliation Queries: Handling reconciliation queries at the HO level.
Operational Support: I assist banks in overcoming day-to-day operational challenges through team coordination.
Customer Engagement: Proactively reach out to customers for feedback and follow-ups.
Cash Loss Coordination: Manage cash loss issuance and coordination.
Audit Management: Responsible for MHA audit management.
Uptime/Downtime Resolution: Resolve uptime/downtime penalties.
Regional/HO Operations: Handle operations for specific zones (Bhubaneshwar, Kolkata, Durgapur, Guwahati) and Head office Gurgaon.
SLA Optimization: Through effective client relations, I’ve minimized SLA penalties, resulting in significant savings for both OPEX and MOF projects.

• Primary Contact Management: Serve as the primary point of contact for designated bank relationships. Cultivate strong relationships with key stakeholders within the banks.
• Adherence to SLAs and SOPs: Ensure strict compliance with Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).
  Optimize operational efficiency by meeting or exceeding performance targets.
• End-User Availability and Transaction Volumes: Prioritize increasing end-user availability by promptly addressing issues. Work towards boosting transaction volumes through streamlined processes.
• Penalty Minimization: Minimize penalties by adhering to contractual obligations and operational guidelines.
• Continuous Improvement Initiatives: Drive continuous improvement efforts across processes. Collaborate with stakeholders to resolve critical incidents (Root Cause Analyses) and manage operational metrics effectively.
• MIS Reporting: Generate periodic Management Information System (MIS) reports for both customers and internal teams. Provide insights based on data analysis.
• Scheduled Reviews and Executive-Level Contacts: Conduct scheduled reviews with customer operations teams. Establish executive-level contacts to enhance customer loyalty.
• Project Leadership and Contract Oversight: Lead new projects related to bank relationships. Track project progress and oversee contract renewals.
  Market Awareness and Upselling Opportunities: Stay informed about market competition and industry trends. Identify opportunities for upselling, service upgrades, and exploring new business ventures.
  Billing Accuracy and Dispute Resolution: Ensure timely and accurate billing generation and submission. Resolve disputes with banks in alignment with SLAs, supporting Accounts Receivable (AR) collections.

• Closure of Sites within TAT (Turnaround Time):Ensure timely closure of sites according to client Service Level Agreements (SLAs). Efficiently manage site closures to meet agreed-upon deadlines.
• Monthly Target Achievement: Strive to achieve monthly targets set by the organization. Monitor progress and take necessary actions to meet or exceed goals.
• Vendor and Contractor Appointment: Appoint new vendors and contractors to expand options for business operations.
  Diversify the pool of service providers to enhance flexibility.
• MIS (Management Information System) Maintenance: Regularly maintain MIS records for weekly and monthly reviews. Use MIS data for informed decision-making and performance evaluation.
• Team Coordination for Project Completion: Coordinate effectively with the team to ensure smooth project completion. Address any bottlenecks or challenges promptly.
• Invoice Auditing and Submission: Audit invoices prepared by the finance team for accuracy. Submit invoices to clients in a timely manner.
• Pan India TIS (Technical Infrastructure Services) Status Report: Compile and provide a comprehensive status report on technical infrastructure services across India. Highlight key metrics and areas of improvement.
• Pan India Invoices Status Report (Client-wise / Vendor-wise):Generate and maintain an overview of invoice statuses, categorized by clients and vendors.
  Monitor payment cycles and outstanding invoices.
• Daily Contractor Invoice Collection and Submission: Regularly collect contractor invoices. Ensure timely submission to facilitate payment processing.
• Follow-up for Payment: Follow up with both clients and vendors to expedite payment processing. Minimize delays and ensure adherence to payment terms.
• MIS Sheet Preparation and Reporting: Prepare MIS sheets summarizing relevant data. Share reports with management for strategic decision-making.
• Castech Branch Status and Payment Reports: Provide updates on the status of Castech branches.Maintain records related to payments received and outstanding.
  

• Timely Deployment: Prioritize and drive the deployment of ATMs within specific timelines, ensuring efficient setup and availability for customers.
• End-to-End Coordination: Collaborate closely with both internal and external teams throughout the entire process, from planning to live cash availability in ATMs.
• User Acceptance Testing (UAT): Facilitate UAT for all UBI (Union Bank of India) and SBI (State Bank of India) sites, ensuring smooth functionality and adherence to standards.
• Branch Interaction: Engage with local branches and regional levels to address bank dependencies, obtain necessary approvals, troubleshoot issues, and resolve queries.
• Service Provider Coordination: Coordinate with various service providers to ensure timely dispatch and installation of all assets, including ATMs, UPS, air conditioning (AC), telecommunications infrastructure (TIS), and very small aperture terminals (VSAT).
• Asset Management: Implement coding and tracking systems to manage and control ATM assets effectively.
• Consumable and Stationary Management: Oversee the supply of consumables (such as cash, receipt paper, etc.) and stationary items required for ATM operations.
• Switch Interaction: Collaborate with the switch (network) to ensure seamless ATM technical functionality and coordinate with cash-in-transit (CIT) companies for initial loading.
• Document Compliance: Ensure timely submission of all relevant documents related to CIT operations and compliance.
• Reporting and Team Support: Regularly maintain and share detailed reports with the bank, guide new team members through processes, and provide day-to-day operational support.

• Service Deliverables: Vigilantly monitor and ensure the timely delivery of service commitments.
• SLA Adherence: Collaborate closely with the entire team to execute activities within the defined Service Level Agreements (SLAs).
• Reports and Customer Communication: Track and coordinate various reports, sharing essential information with customers.
• Form Submission and Compliance: Facilitate follow-ups within the team to submit necessary forms and certificates as per established processes.
• Process Adherence and Customer Satisfaction: Uphold proper processes and guidelines for site repair maintenance through end-to-end follow-ups, while also engaging in regular meetings with customers to address service delivery performance and promptly resolve any escalations.

• Cash Optimization: Analyze, forecast, and optimize cash loadings in ATMs to ensure efficient utilization and minimize cash-outs.
• End-to-End CIT Management: Oversee the entire cash-in-transit (CIT) process, from loading to resolution, ensuring smooth operations.
• Coordination and Reporting: Maintain proper coordination with banks and service partners for daily operations. Prepare detailed daily and monthly reports, including cash out reports, dispense statistics, and cash collection details.
• Customer Escalations: Address day-to-day customer complaints through proper escalation channels, ensuring timely resolution.
• Team Support: Assist team members in their day-to-day operations as needed, fostering a collaborative work environment.

• Collecting of EMI and interests on loans provided to customers
• Keeping track of customer data and synchronizing the communication between clients and bank
• Resolving credit card related issues
• Preparing various Daily & Monthly reports.

• I joined as a customer service executive at Reliance Big TV BPO and soon was promoted as Technical Support Executive due to my excellent troubleshooting skills and good command over language.