YESHWANT CHAVAN
New Panvel East
Summary
Versatile and strategic BFSI, Telecom, Travel, Healthcare and Insurance operations leader with over 20 years of progressive success in managing large-scale banking, financial services, and insurance operations. Proven expertise in service delivery, customer lifecycle management, risk and compliance, collections, and P&L ownership. Demonstrated record of optimizing high-volume operations, leading multi-location teams, and aligning service delivery with business and regulatory goals.
Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
22
22
years of professional experience
Work History
Senior Manager - Service Delivery
Tech Mahindra BPS Ltd.
08.2023 - Current
- Leading operations for a major Indian Credit Bureau with 824 seats across Mumbai and Noida.
- Managed end to end Delivery for multiple LOBs blended via Back Office, Inbound, Outbound calling, Email, Chat and Social Media operations with Sales and Promotional projects.
- Overseeing functions like Data Ingestion, Member Support, Disputes, and Consumer Services.
- Ensuring audit readiness, driving P&L performance, and exceeding client expectations.
Associate Vice President - Operations
Athena BPO Pvt. Ltd.
08.2022 - 03.2023
- Spearheaded a 450-seat sales operations process for a private bank covering liabilities, loans, and credit cards.
- Sales and Service via Inbound and Outbound calling.
- Enhanced disbursal performance and minimized attrition through robust process redesign.
Senior Manager - BFSI Operations
Eureka Outsourcing Solutions Pvt. Ltd.
08.2020 - 02.2022
- Delivered consistent BFSI KPIs for healthcare and banking verticals.
- Championed team development and streamlined operations across locations.
Operations Manager
Teleperformance DIBS India
04.2016 - 06.2020
- Managed pan-India credit card and retail asset onboarding with a 165+ member team.
- Enhanced compliance, customer experience, and turnaround time metrics.
Assistant Manager - Telecom & Utility Sales
Athena Communications
08.2013 - 04.2016
- Drove sales process effectiveness and workforce productivity in retail banking operations.
Team Lead - Collections, Credit Services & Customer Support
Altisource Business Solutions | Intelenet (Sparsh BPO) | Zenta Group
01.2004 - 08.2013
- Managed end-to-end recovery processes in high-risk credit card buckets across geographies.
- Supervised a team of 15+ agents, ensuring SLA and compliance metrics were met.
Education
B.Com -
EIILM University
01.2012
H.S.C. -
Tulsi Manas Junior College
01.2000
NCVT (Apprenticeship) -
Larsen & Toubro Ltd.
01.1999
S.S.C. -
St. Xavier's High School
01.1996
References
Available upon request
Skills
- Banking Sales & Customer Lifecycle Management
- Retail Liabilities
- Loans
- Credit Cards
- ULIPs
- Insurance
- Regulatory Compliance
- Audit Readiness
- Collections
- Risk Management
- Dispute Management
- P&L Ownership
- Revenue Growth
- Customer Experience (CX)
- Complaint Redressal
- KYC/AML Process Oversight
- SLA Monitoring
- KPI Monitoring
- Training and Development
- Process Improvement
- RPA
- Client Management
- Dialer Tools and Strategy
- Telecalling Operations
- CRM Systems
- MS Office
- Change management
- Strategic planning
- Conflict resolution
- Operations management
- Organizational improvement
- Budget oversight
- Data-driven decision making
- Sales and Market channel analytics
- Corporate communications
- Business performance management
- Innovation management
- Data analytics
- Talent development
- Process optimization
Languages
- English (Fluent)
- Hindi (Fluent)
- Marathi (Fluent)
- Gujarati (Conversational)
Watching Movies, Playing Pool and Bowling, Dancing
- Passport Number: Z6447900
- Date of Birth: 07/22/80
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Proficient
C2
Gujarati
Elementary
A2
French
Beginner
A1
Timeline
Senior Manager - Service Delivery
Tech Mahindra BPS Ltd.
08.2023 - Current
Associate Vice President - Operations
Athena BPO Pvt. Ltd.
08.2022 - 03.2023
Senior Manager - BFSI Operations
Eureka Outsourcing Solutions Pvt. Ltd.
08.2020 - 02.2022
Operations Manager
Teleperformance DIBS India
04.2016 - 06.2020
Assistant Manager - Telecom & Utility Sales
Athena Communications
08.2013 - 04.2016
Team Lead - Collections, Credit Services & Customer Support
Altisource Business Solutions | Intelenet (Sparsh BPO) | Zenta Group
01.2004 - 08.2013
B.Com -
EIILM University
H.S.C. -
Tulsi Manas Junior College
NCVT (Apprenticeship) -
Larsen & Toubro Ltd.
S.S.C. -
St. Xavier's High School
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