Vijay N

Company Overview: One of India’s leading private sector banks

• I have been associated with HDFC Bank since August 2018. I joined as a Deputy Manager and was promoted to Manager (E3) in 2021, followed by a promotion to Senior Manager in 2024.
• I have worked across both hard and soft buckets, managing the calling and field teams for the Risk 90 (NPA) portfolio. I currently oversee call center operations & banking operations with a strong focus on performance, quality assurance, and customer experience.
• I am responsible for preparing daily and monthly MIS reports for the entire bucket, tracking hourly collections, and ensuring the team meets daily DRR (Demand Resolution Rate) targets. I also plan and execute daily and weekly movement strategies to achieve these goals.
• I have a proven track record of leading cross-functional teams, conducting staff training, and driving key performance indicators such as CSAT, AHT, FCR, and SLA adherence.
• My expertise includes developing and implementing SOPs, workforce planning, and managing day-to-day operations for inbound, outbound, support functions, and field teams.
• I am proficient in using CRM tools, call management software, and performance dashboards to monitor and enhance productivity.
• I am also skilled in conflict resolution, people management, escalation handling, and maintaining high team morale in a fast-paced, target-driven environment.

Achievements:

• Awarded the New Performer Award twice within the first six months of joining.
• Consistently ranked as a top performer in the organization, regularly meeting or exceeding targets, particularly during challenging periods such as the pandemic.
• Collaborated effectively across multiple channels and managed various portfolio buckets as needed, embracing challenges and delivering exceptional results.
• Promoted to Manager within two years of joining due to outstanding performance and dedication.
• Promoted to Senior Manager within four years of joining in recognition of exceptional achievements.

Company Overview: (International & Domestic BPO)

• Managed day-to-day team operations and supervised the floor to ensure the latest updates were implemented.
• Handled client escalations promptly and effectively.
• Ensured 100% billing accuracy and fulfillment of all client requirements on a monthly basis.
• Maintained cordial relationships with business clients and assisted in resolving their issues.
• Supported the manager in performing key management functions such as staffing, training, and expanding business plans.
• Investigated and resolved customer issues and complaints related to operational matters, handling all queries and client feedback professionally.
• Communicated with the support team to implement the organization’s operational guidelines, standards, and policies.
• Monitored and managed operational activities, including overseeing operational risks, financial aspects, quality assurance, and audit processes.
• Documented and prepared reports on management and information systems and presented them to the manager.
• Monitored daily performance reports shared with clients and identified areas for improvement.
• Shared best practices across teams and other centers to enhance overall performance.
• Led process implementation and continuous improvement initiatives.
• Managed quality control and customer satisfaction efforts.
• Reported daily, weekly, and monthly team performance metrics.
• Conducted strategic audits and provided constructive feedback to the team and associates.
• Executed various outbound activities for analysis and revenue generation purposes for clients.
• Identified training needs and facilitated relevant training sessions for the team.
• Provided performance-based feedback to team members.
• Managed issue resolution and attrition control.
• Conducted regular performance reviews of all team members on a daily, weekly, and monthly basis.
• Participated in team-building activities.
• Involved in onsite and offsite recruitment for operations.
• Handled customer escalations and addressed issues with clients immediately.
• Participated in brainstorming sessions with Quality and clients to improve profitability.
• Managed escalation communications via emails, web, blogs, and social media, including escalations to GM and CEO levels.
• Prepared PowerPoint presentations, process flows, and SOPs according to client requirements.

Achievements:

• Recipient of the Phoenix Award four times.
• Winner of the Star Award.
• Awarded Best Team Manager.
• Recognized as the Best Performer within the team.