VIVEK JAIN
Navi Mumbai
Summary
Operations leader with extensive experience at Reliance Home Finance, specializing in project management and regulatory compliance. Achievements include enhancing customer service and implementing Salesforce CRM, resulting in significant operational efficiency improvements. Skilled in data analysis and promoting a culture of quality and continuous improvement.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Head - Central Operations
UGRO Capital Limited
Mumbai
11.2022 - Current
- Overseeing critical functions, including customer service, repayment banking, document management, Audit, and compliance.
- Manage payout and reconciliation processes for Direct Selling Agents (DSA), and oversee payout and reconciliation for co-lending and co-origination activities.
VP Operations
Pine Labs
05.2019 - 10.2022
- Led teams responsible for Customer Service, Inventory Management, Retention, and Customer Onboarding.
- Transitioned to the business transformation team, focusing on deploying strategic projects across the customer lifecycle.
- Designed and implemented Salesforce CRM to enhance operational efficiency from customer onboarding to inventory management, online customer support, and retention efforts.
AVP Operations
Reliance Home Finance
01.2017 - 05.2019
- Leading teams responsible for collateral management, repayment banking, bank account reconciliations, and centralized processing for new loan applications.
- Key projects include establishing outsourced processes for data entry and CAM (Credit Appraisal Memo) generation, as well as aligning processes following the merger of OPS (Operations) and CPA (Credit Processing and Appraisal) teams.
- Additionally, focusing on designing and integrating interconnected processes and systems to enhance the efficiency of transaction execution.
Chief Manager FP&A
Reliance Home Finance
07.2015 - 12.2016
- Responsible for creating detailed annual financial plans at the location and product levels.
- Measure variances between projections and actual performance at the product and branch levels, highlighting critical disparities and recommending corrective actions.
- Develop a unified dashboard for management that integrates projections with achievements for cohesive decision-making.
Chief Manager – Quality & KM
Reliance Home Finance
08.2009 - 06.2015
- Initially started as a team member and later, led the team from Jan'14, with focus on designing and deploying processes, ensuring their validation through monitoring and internal audits.
- I identify improvement opportunities and initiate projects aimed at enhancing processes.
- Responsible for planning and executing internal audits to uphold ISO 9001:2008 certification standards.
- Conduct annual surveys to assess customer and distributor satisfaction, and implement action plans to drive improvements.
- Fostered a quality culture through initiatives such as the CEO’s Quality Culture Award and IdeaExpress, encouraging employee involvement in process enhancement.
- Continuously monitor critical-to-quality (CTQ) metrics and improvement projects to sustain and improve quality standards.
Area Operations Manager
Reliance Home Finance & Reliance Capital
10.2007 - 07.2009
- Managing core branch operations including disbursement, customer service, and banking across all four branches in Mumbai.
- Additionally, responsible for developing and implementing a File Tracker system and Documentum software across the organization.
Area Operations Manager
ICICI Bank
02.2005 - 10.2007
- Responsible for overseeing core activities at the RAOG branch including disbursement, customer service, and banking operations.
- Ensures strict compliance with internal and SOX audit standards to maintain operational integrity.
- Coordinates effectively with internal stakeholders such as collections, credit, sales teams, and central operations to ensure seamless execution of activities and prompt resolution of customer grievances.
Operations Executive
KS Oils Ltd
12.2002 - 01.2005
- Responsible for managing insurance formalities for import and export contracts, including tracking open marine and fire policies.
- Monitors insurance coverage for company assets such as cargo, inventory, machinery (P & M), buildings, vehicles, and personnel (workmen).
- Also handles the lodging and follow-up of claims related to these insurance policies.
Relationship Officer
F-MEC INT FIN SERV
04.2001 - 11.2002
- As a Direct Sales Agent for ICICI Bank Home Loans, responsibilities include liaising with builders and housing societies to generate business and overseeing the sanctioning and disbursement of loans to end customers.
Education
MBA - Finance & Marketing
Pt. JNIBM, Vikram University
Ujjain05.2000
B COM -
Barkatullah University
Bhopal05.1997
Skills
- Customer service
- Data analysis
- Regulatory compliance
- Project management
- Salesforce CRM
- Process improvement
- Inventory management
- Document management
Certification
- CERTIFIED LSS BLACK BELT, Reliance Capital Ltd
- ISO 9001:2008 LEAD AUDITOR’S TRAINING, DNV
- ISO 27001 LEAD AUDITOR’S TRAINING, BSI
Personal Information
- Notice Period: 90 Days
- Date of Birth: 01/15/77
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Timeline
Head - Central Operations
UGRO Capital Limited
11.2022 - Current
VP Operations
Pine Labs
05.2019 - 10.2022
AVP Operations
Reliance Home Finance
01.2017 - 05.2019
Chief Manager FP&A
Reliance Home Finance
07.2015 - 12.2016
Chief Manager – Quality & KM
Reliance Home Finance
08.2009 - 06.2015
Area Operations Manager
Reliance Home Finance & Reliance Capital
10.2007 - 07.2009
Area Operations Manager
ICICI Bank
02.2005 - 10.2007
Operations Executive
KS Oils Ltd
12.2002 - 01.2005
Relationship Officer
F-MEC INT FIN SERV
04.2001 - 11.2002
MBA - Finance & Marketing
Pt. JNIBM, Vikram University
B COM -
Barkatullah University
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