Amit Thacker Email & Phone Number

Mumbai, Mh, In

Mumbai Area, India

• Currently leading the Customer Service and Operations function for M-Pesa business (Mobile Wallet) to achieve best in class experience by driving Service reliability, operational excellence and innovation• Width of Job - Pan India Agent network -2.25 lakhs, Multiple business - Retail, Enterprise, SME’s/Merchants/Government/ NGOs/ MFIs, 55 Member Team, 1250 operational DHQ’s for document processing, 250 Seater inbound call Centre, 150 Seater dialer based outbound call center, Centralized back office unit at Ahmedabad. 24 direct Integration with Aggregator & Partners. At peak Book size being Managed was around 11000 Cr• Have built operational risk management framework for adherence to internal as well as regulatory compliance at all service and operations interfaces, with an objective to achieve Bank grade stringent risk and compliance practices • Training of all Customer Service touch points and built Six Sigma Quality framework, across all touch points to deliver best in class customer experience.• Build and implement future fit IT platforms for all CS & Operations vertical – MPOS, CRM, Dialler, FileNet, Service digitisation• Key KPI’s - TNPS- Customer Satisfaction Score, Zero operational losses, CPS, Operations & Service TAT & Accuracy, Cost to Serve, Ensuing Up time of Customer facing systems, Digital Self Service, Agent ComplianceKey Achievements in Current Role –• Setting up and smooth launching of Service & Operations framework for Mpesa Nationally.• Developed a strong team at circle as well as corporate • Successfully lead, rebuilding, migration and launch of new Banking Platform.- • Audit and Compliance - RBI/Internal - Rated to the Satisfaction for last 3 years• Built Self Service digital platform which helped in reducing Calls from a peak of 2.4 Lacs a month to currently 50k while Business volumes have gone up 9 times. While TNPS grew this year from 50 to 68 currently. First to Launch EKYC in partnership with ICICI

Mumbai Area, India

• Responsible to Head Retail Risk Management unit which included Designing, develop and Implementing National Collection and Credit Strategy for Retail and Enterprise receivables with an objective to balance risk and business growth – (Postpaid Business -8000 Cr p.a• Key KPI: Bad debt % , Revenue growth, Churn, Cost of Collections, Credit Barring , Ease of Payments, Operational Loss• Brought down overall Bad debt from 3% to 1.45%. Brought down cost of collections from 3.1% to sub 2%• Key drivers, Centralization of Operations & tele calling units, Scientific allocation, Less Intrusion, Launch of New Credit Policy

Chandigarh Area, India

•Responsible for growing subscriber and revenue for postpaid business for Punjab –Retail, Enterprise & SME• Scaled up postpaid business from an average of 6500 p.m to 13000 p.m

Chandigarh Area, India

• Setting up and rollout of Credit and collection processes for Punjab Circle which includes Hiring, Infrastructure Creation - Outbound Call Centre , Collection agencies, Bill Delivery Agencies, Bill Printing Shops, Tie up with Banks for Cash Management solutions and verification agencies, System set up and GO Live• Managing BAU Operations post go live – Bad debt, Cost , Cash Flows, Churn

Delh

• Was responsible for manage overall Credit Processes, Bill Payment, Bill deliveries and Late Bucket Collections• Introduced ageing Based collections

New Delhi Area, India

Heading retail Loan Collections for North which included Auto, Personal and Professional Loan. Also set up credit and collection processes for Punjab, UP and Rajasthan

New Delhi Area, India

Business Development Officer for Auto Loans

Education record

Master Of Business Administration - Mba, Finance, 1St Class

Activities and Societies: Cycling, Music Languages Known : Gujurati, Oriya, Hindi, English