Credit Operations & QC Analyst at Triad Square Infosec Pvt. Ltd. (2025-03 – Present)
- Process and authorise end-to-end credit operations transactions for US residential mortgage loan files, ensuring adherence to defined KPIs and service level agreements
- Review loan applications, disclosures, and credit evaluations — collecting and analysing financial information from customers and stakeholders to support accurate credit decisions
- Investigate and resolve queries on documentation, compliance, and credit eligibility, escalating complex cases with clear root-cause analysis and recommended actions
- Identify opportunities to enhance credit operations processes, contributing to improved customer and business outcomes through structured SOP and checklist development
- Maintain 98% documentation accuracy and 95% audit pass rate across a high-volume pipeline, consistently meeting all quality and SLA targets
- Collaborate cross-functionally with compliance, risk, and processing teams to ensure seamless transaction processing and issue resolution
- Stay current with regulatory and policy changes including TRID, ATR/QM, and KYC norms, adapting processes and review criteria accordingly
Senior Manager — Credit Risk & Operations at Punjab National Bank (2022-04 – 2023-11)
- Managed portfolio-level credit reviews on a ₹10 Cr distressed asset portfolio, investigating credit queries and implementing recovery strategies that reduced NPAs by 15%
- Acted as key point of contact for internal and external stakeholders on credit risk, compliance, and collections matters — resolving queries within agreed timelines
- Built MIS dashboards (SQL, Excel) to monitor portfolio performance, track open queries, and report outcomes to senior leadership
- Ensured full adherence to RBI regulatory frameworks and internal credit policies across all reviewed accounts, proactively monitoring regulatory and policy changes
Manager — Credit Operations & Customer Service at Punjab National Bank (2020-08 – 2021-06)
- Led end-to-end loan processing and credit authorisation for mortgage and retail proposals — reviewing applications, income documents, bureau reports, and collateral documentation against credit policy
- Reduced default rates by 20% through enhanced pre-disbursal customer screening, identifying gaps before disbursement and improving customer outcomes
- Developed and implemented SOPs for credit appraisal and disbursement compliance, improving consistency and audit readiness across the team
- Managed relationships with legal, valuation, and insurance stakeholders, coordinating collateral due diligence and ensuring regulatory compliance at every stage
Branch Manager — Credit & Customer Operations at Punjab National Bank (2017-07 – 2020-08)
- Delivered end-to-end customer credit services across retail and SME segments, growing the loan portfolio by 50% while maintaining credit quality standards
- Managed and resolved customer queries and complaints related to credit products, ensuring timely resolution within defined SLAs
- Led a team of credit and operations staff, reducing loan processing TAT by 20% through streamlined workflows and quality gate enforcement
- Maintained full compliance with RBI regulations and KYC/AML norms; represented the branch during regulatory inspections and internal audits
- Monitored trends in customer behaviour, industry regulations, and policy changes, adapting branch processes and customer communication accordingly
Branch Manager — Credit & Customer Operations at Punjab National Bank (2021-06 – 2022-03)
Assistant Manager — Credit & Customer Service at Punjab National Bank (2014-11 – 2017-06)
- Prepared credit appraisal notes assessing borrower financials and repayment capacity; supported document verification and bureau analysis at loan origination
- Developed internal checklists to standardise the credit evaluation and customer documentation review process, improving team efficiency and accuracy
Single Window Operator — Customer Operations at State Bank of Hyderabad (2013-05 – 2014-09)
- Delivered frontline customer service, processing transactions and supporting loan origination, KYC compliance, and internal audit documentation
