Ashish Pal Email and Phone Number

Develop an in-depth understanding of the product offerings related to Credit Cards and Fintech industries.Facilitate the smooth delivery of requirements to both internal teams and external stakeholders.Ensure that the team is well-informed about the scope of services to be provided to business partners, including any limitations.Utilize industry knowledge to provide valuable insights into product offerings within the Credit Card, BFSI, and Fintech sectors.Identify and capitalize on new growth opportunities with existing banking partners.Identify process inefficiencies, propose enhancements, and ensure compliance with regulatory standards to drive efficiency.Act as the key point of contact for the Business Coverage Team regarding product offerings and partner requirements.Take charge of finalizing Standard Operating Procedures (SOPs) between financial institutions and the organization.Collaborate with internal teams (tech, onboarding, risk, design, legal, and product) and serve as the primary liaison for discussions with banking partners.Individual Work Areas:Lead all Non-Financial products and processes, overseeing associated deliverables.Manage Non-Financial products including customer flows, KYC processes, marketing strategies, website updates, and other non-financial aspects.

Supervise & monitoring the handling of Customer Grievances in the organisation throughvarious dedicated teams both in quantitative and qualitative aspects.Provide day to day support on decision making in complaints which arecomplicated in nature.Update Management on the progress of Customer Complaints and CustomerService in general.Review all Level 2 and above complaints for adequacy before representation tothe Internal Ombudsman.Monitor implementation of Advisories / Awards received under the BankingOmbudsman scheme.Review Customer Service aspects in the organisation and initiate prompt correctiveaction wherever service quality / skill gaps have been noticed through ProcessTransformation on an ongoing basis.Ensure timely and effective compliance of RBI instructions on customer complainthandling in tune with the spirit and intent of such instructions.Work on feedback of Internal Ombudsman towards improving complaint handlingand customer service in the Bank.Submission of Notes to the Customer Service Committee of the Board and takingaction on their directions.

To ensure end to end resolution for Technical Support for Broadband. Resolving Network issues.Resolving escalation for Technical Cases.Troubleshooting issues for Mobile Phone, Router.Connecting system with Server