Delivery Owner, Credit Operation Reporting
Mumbai, Maharashtra, India
Citibank APAC - Supported reporting and analytics requirements for Credit Operations area encompassing the entire life cycle of Citi cards for all APAC countries.• Implemented comprehensive reporting and analytics solutions for the Credit Operationsarea, covering the entire life cycle of credit cards. This included developing dashboards andreports to monitor and analyze credit card applications, approvals, usage, billing, andcustomer service interactions, ensuring insights across all stages of the credit card lifecycle• Drive efficiency by implementing a permanent solution for customer issues during the firstcall or interaction (First Point of Service, FPS). This involves empowering agents with thenecessary tools and training, utilizing standardized procedures, leveraging technology forquick access to customer information, and continuously reviewing performance data torefine processes and improve resolution rates.• Migrated over 250 SAS codes and reports for credit operations across 9 APAC countriesinto 5 streamlined reports, including senior leadership dashboards and agent performancemetrics. Utilized SAS (Base, Proc SQL) for data transformation and created Exceldashboards with VBA. Implemented end-to-end process automation for data extractionand email drafting using VBScript and Excel VBA.• Conducted capacity planning for the collections operation team based on forecasts ofdelinquent accounts and flow rates. Calculated incentives for collectors based onperformance metrics such as the number of calls, contacts made, promises taken, andpromises kept.
