Business Analytics in HR - SAMMAAN CAPITAL LIMITED - Head Office, Sector 54, Gurugram, Haryana - 122002
(2026-01)
Customer Service & Operations Manager, (Grade-Associate-C) - Hero FinCorp Ltd - Mohan Estate New Delhi – 110044
(2018-12 - 2026-01)
Build the skill business vertical and Led Customer Service team
- Prepare product wise PowerPoint Presentation - CF, CIF, SCF, LAP UBL & SME Deck.
- Prepare all product MIS and published to stakeholders and business.
- Dashboard: Ensuring reports and dashboards are being timely published to management Publishing Reports on daily basis
- HFCL Service Request Tracker for Open Cases
- HFCL Service Request Tracker for ageing (1-4) update Open Cases
- HFCL Negative Ageing Report
- Survey monkey feedback report share on weekly basis.
- CEO Review file
- Carrying a diversified experience & work exposure in different verticals of BFSI namely Lending, Insurance. UAT Automation / Quality assurance, Performance Testing
- Operational & Internal Audit
- Driving Customer Service-Contact Centre to manage MME, LAP, HLs & SME clients inbound calls followed by managing social media, Welcome calling, RTO, and other Outbound Manual & BOT calling processes and non-voice processes including SMSs & Emails communication.
- Adhere and comply with the documented processes and standards as defined by the audit committee for internal audits, concurrent audits, IT controls, Risk Containment Unit.
- Drive efficiency and quality through Balance Score Cards, standardized processes, cross functional training and staff optimization.
- Providing inputs and insights to the senior management for the development of the process and policies related with internal and fraud control unit. Identify gaps/ need for implementation of new processes and policies
- Built a culture of "share your knowledge" between team members for no dependency on individual as a part of "GROW" initiative.
- CSAT Quotient by monitoring on regular basis.
- Process management for all billing of Vendors
Associate-Grade (C) - Hero FinCorp Limited - Mohan Estate New Delhi – 110044
(2023 - 2026-01)
Promoted as an Associate Grade (C)
Associate Grade (B) - Hero FinCorp Limited - Mohan Estate New Delhi – 110044
(2021 - 2023)
Promoted as an Associate Grade (B)
Associate-Grade (A) - Hero FinCorp Limited - Mohan Estate New Delhi – 110044
(2018 - 2021)
Joined as an Associate-Grade (A)
MIS Coordinator - G.S. Computer Consultancy Pvt.Ltd. (at ICICI Bank Limited) - Regional Office - Connaught Place, New Delhi
(2016-06 - 2018-11)
Report To Regional Head (Retail Banking Group) and Regional Service Manager for Managing/Analyzing & Reporting MIS for various Retail liabilities and Retail Asset Products
- Track Records of Daily Business Activity using different MIS available & sharing them in meaningful manner to support business team & stakeholders.
- Coordinate at various levels with Cluster Branch Managers/Branch Operation Managers various form Business Reporting & MIS collation.
- Prepare Statistical Reports and Validates data using MIS/Reports & data for various products & verticals.
- Collation & updating daily business activity data - YTD/MTD & FTD performances on various parameters & scales, Daily Run Rate etc. in supporting driving business on regular basis.
- Resource & Information allocation along with sharing I-Bank Processes/Products at various employee levels enabling them in line with Bank's Process & Product initiatives.
