Amit Pandey Email and Phone Number

• Leading and mentoring team for enhancing their skills and creating dynamic environment which fosters development opportunities and motivates high performance among team members.• Monitoring & reviewing Debt Management process for ensuring timely receipt of money from clients.• Handling Debt Management from customers across various delinquencies and taking up appropriate measures for normalizing the delinquent account .• Joint Visits with CLM and Location Head in HNI clients, Critical and Disputed Cases.• Regular Feedback and follow up with Collection team on portfolio performance.

• Successfully Managed Region-wide responsibility for Operations and Customer Service for all Branches across Gujarat, Madhyapradesh -Chattisgadh & Kolkata for Home Loan & LAP.• Ensuring implementation of policies, procedures & controls covering all areas of operations & customer service• Leading & motivating team members to enhance customer experience.• Addressing & resolving queries / issues raised by stakeholders like business, collections, credit or senior management escalations.• Monitoring & reviewing customer walk in MIS, CRM MIS, complain management.• Increasing penetration of self-service technologies. eg. usage of Mob application / website etc.• Handling team of 26 associates overseeing entire operations and customer service.• Regular Branch Visit across locations, supervising branch operational activities, finding and fixing-up gaps to enhance overall process quality.

• Handling Retail Asset Operations and Service delivery for Delhi NCR.

• Managing operational and service delivery activities for different CPCs of Ahmedabad Cluster (Gujarat).• Monitoring disbursement, operations and service delivery for Retail Assets products Home Loan, Mortgages, Auto Loan and Consumer loans as per structured guidelines.

• Successfully Managed Product Launch of Loan against Gold across Gujarat and Rajasthan region.• Monitoring entire Sales Operations and Service for 31 Branches across Gujarat & Rajasthan.• Supervising branch operations & customer service activities such as handling walk in customers, record keeping.

• Managing Channel Management Team, Service Delivery of Idea point & Sales support & service across Gujarat.• Engaging with DoT Auditors for TERM audit on CAF/documentation.