Pranjeeth Saha

Senior Operations & Customer Services Leader with 12+ years of experience across banking, financial services, collections, debt management, customer service and financial governance. Proven experience leading multi-team operations, managing high-volume collections and recovery processes, strengthening quality and compliance controls, and driving customer-centric process improvements. Led teams of up to 21+ executives and managed collections portfolios of up to INR 12 crore across multiple locations.

Strong background in operational governance, customer needs assessment, relationship management, MIS reporting, process management, risk and compliance, training and performance management.

DIRECTOR – OPERATIONS & FINANCIAL GOVERNANCE at AdwitaHayagreeva Educations Pvt. Ltd. (2012-12 – 2025-12)

• Led end-to-end operations and financial governance for a single-branch organization, scaling the team from 0 to 20 employees.
• Managed operational planning, financial administration, fee disbursements, admissions counselling and day-to-day business execution.
• Led customer/student needs assessment, understanding individual objectives and circumstances to define practical and workable education or career pathways.
• Advised students on suitable education and career options, balancing individual needs, capabilities and long-term objectives with available pathways.
• Managed merit-based fee negotiations, assessing individual circumstances to arrive at commercially workable solutions.
• Strengthened customer-centric processes by combining needs analysis, counselling, negotiation and operational execution into a structured decision-making approach.
• Managed statutory compliance, corporate audit requirements and ROC filings, with audits and compliance filings completed without receiving notices.
• Maintained operational controls and documentation to support audit readiness, compliance and governance.
• Coordinated across operational and support functions to maintain process discipline, service quality and financial accuracy.

MANAGER – DEBT MANAGEMENT / CARDS COLLECTIONS at HDFC Bank (2009-09 – 2012-05)

• Led debt management and cards collections operations, covering Preferred, Exception and Regular portfolios.
• Led a 15-member team and managed a field force of 20 executives, with responsibility for planning, execution and performance management.
• Managed high-value collections, debt reduction and debt management activities across financial portfolios.
• Managed end-to-end operational activities including recruitment, training, performance monitoring and process execution.
• Developed and monitored MIS reporting to track operational performance, team productivity and targets.
• Ensured collections quality and process adherence in line with bank policies, defined Code of Conduct and Reserve Bank of India requirements.
• Coordinated with Quality and Training teams to strengthen process adherence, employee capability and operational controls.
• Provided application quality feedback to frontline employees and supported training and development of field and telecalling teams.

MANAGER – LOANS / RECOVERY & COLLECTIONS at Citi Group (2009-01 – 2009-09)

• Led loan collections and recovery operations, with responsibility for team management, planning and execution.
• Managed collections processes covering GCL & Recoveries, including high-value collections and debt reduction activities.
• Supported the setup and management of collections processes and end-to-end operational activities.
• Managed customer relationships and supported resolution of overdue accounts.
• Developed process scorecards, reporting and measurement frameworks to monitor operational performance and process quality.
• Coordinated with Quality, Training, Compliance and HR support functions to maintain operational standards.

TEAM LEADER – ICICI CARDS COLLECTIONS at ICICI (2007-04 – 2008-09)

• Led a team of 20 officers and managed a 15-member field force supporting credit card collections.
• Managed delinquent card collections and monitored portfolio performance.
• Designed and maintained daily, weekly and monthly MIS reports to track performance and resolution.
• Set and monitored Critical to Quality and Critical to Process targets for collections operations.
• Coordinated with Quality, Training, Compliance and HR teams to maintain operational standards and process adherence.
• Supported recruitment, training, coaching and performance monitoring of collections personnel.
• Managed agency coordination, dialer administration and related collections operations.
• Ensured collections activity complied with bank policies and the defined Reserve Bank of India Code of Conduct.

TEAM EXECUTIVE / SENIOR DEBT MANAGEMENT EXECUTIVE at HSBC Operations & Processing Enterprises (2005-02 – 2007-04)

• Managed a collections portfolio of INR 12 crore across products and locations, primarily covering early-stage delinquent accounts.
• Led a team of 21 officers, including a 21-member field force, across multiple locations.
• Managed front-end credit card operations across Chennai, Hyderabad and Kolkata.
• Designed and maintained daily, weekly and monthly MIS reports to monitor performance and resolution.
• Coordinated collection activities, workload allocation and operational execution across multiple locations.
• Supported collection strategy initiatives and process improvements to improve resolution.
• Coordinated with Quality and Training & Development teams to ensure employee readiness and process adherence.
• Ensured collections activity followed bank policies and the defined Code of Conduct.
• Provided application quality feedback and supported achievement of operational targets.

COMPANY REPRESENTATIVE at GSK (2004-05 – 2005-02)

• Coordinated banking product sales and team activities to support business targets.
• Coordinated team workloads and supported achievement of assigned targets.
• Prepared daily, weekly and monthly MIS reports to track performance.
• Supported team engagement and operational performance.

Post Graduate Diploma in Business Administration – Alagappa University (2020)

Post Graduate Diploma in Business Management – SISI Guindy, Chennai (2005)

B.Sc. in Zoology – NEHU (2003)