Biman Biswas Email and Phone Number
A highly accomplished and objective-driven leader with 15+ years of diverse cross-functional experience across multiple verticals, including Contact center operations, Banking, Financial Services and Insurance (BFSI) Cross Sale Management, Portfolio and relationship Management, Vendor Management, Business Analysis, Customer service delivery, and field service team management.Demonstrated excellence in achieving recognition for driving successful programs and leveraging analytical insights to maximize Customer Satisfaction, Cross Sales, Revenue, CSAT, and Process Compliance.Competency in Online Sales, Website Performance, Partnership Management, Online Business Development, People Management, P&L Management, Distribution Channel setup and Training and Development.Well-versed in regulatory requirements and skilled in implementing effective control measures. Known for exceptional organization, proactivity, and adaptability in dynamic marketsProficient in optimizing frameworks and fostering cohesive teams to achieve and surpass financial objectives.Throughout my career, I have been known for my exceptional organizational skills, proactivity, and adaptability in dynamic markets. I am well-versed in regulatory requirements and skilled in implementing effective control measures. My expertise lies in optimizing frameworks and fostering cohesive teams to achieve and surpass financial objectives.
Axis Bank
View- Website:
- axisbank.com
- Employees:
- 62502
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Senior Manager And Unit HeadAxis Bank Apr 2023 - PresentBengaluru, Karnataka, India• Digital Initiatives, Sourcing Assets and liabilities business by leveraging on Digital Channels and virtual Relationship Management. • Continuously improve processes that help reduce the turnaround time for service requests and complaints.• Lead strategic initiatives that build a service culture through automation and System enablement.• Offered exceptional customer experience by developing positive relationships through cultivating NPS, delivering impactful sales pitches, and… Show more • Digital Initiatives, Sourcing Assets and liabilities business by leveraging on Digital Channels and virtual Relationship Management. • Continuously improve processes that help reduce the turnaround time for service requests and complaints.• Lead strategic initiatives that build a service culture through automation and System enablement.• Offered exceptional customer experience by developing positive relationships through cultivating NPS, delivering impactful sales pitches, and ensuring compliance with sales conversions.• Implemented employee engagement programs, conducted felicitations, and retained talents efficiently. Show less
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Unit Manager Relationship ManagementYes Bank Mar 2022 - Apr 2023Mumbai, Maharashtra, India• Heading and managing service delivery operations with a team of 40 bank employees.• Responsible for generating business across all the Retail Asset Products viz. Consumer Loans (Personal Loan, Business Loan, Car Loan, Loan Against Securities, Gold Loan), Mortgages (Affordable Housing Loan, Loan Against Property), Credit card acquisition and Commercial Loans (Commercial Vehicle, Construction Equipment, Health Care Equipment Finance).• Analysing employee productivity across various… Show more • Heading and managing service delivery operations with a team of 40 bank employees.• Responsible for generating business across all the Retail Asset Products viz. Consumer Loans (Personal Loan, Business Loan, Car Loan, Loan Against Securities, Gold Loan), Mortgages (Affordable Housing Loan, Loan Against Property), Credit card acquisition and Commercial Loans (Commercial Vehicle, Construction Equipment, Health Care Equipment Finance).• Analysing employee productivity across various metrics to identify improvement areas & enhance the business delivery index.• Ensuring the highest level of customer experience by building strong customer relationships.• Driving employee engagement initiatives, conducting felicitations, and implementing strategies for talent retention Show less -
Unit ManagerAxis Bank Jun 2020 - Mar 2022Kolkata, West Bengal, India• Led and managed customer service delivery operations by overseeing a team of 40 relationship managers.• Conducted revenue distribution analysis, sales reconciliations and reviewed account analysis documents for month-end closures.• Analysed associate productivity across multiple metrics and identified improvement areas to enhance business delivery.• Offered exceptional customer experience by developing positive relationships, delivering impactful sales pitches, and ensuring… Show more • Led and managed customer service delivery operations by overseeing a team of 40 relationship managers.• Conducted revenue distribution analysis, sales reconciliations and reviewed account analysis documents for month-end closures.• Analysed associate productivity across multiple metrics and identified improvement areas to enhance business delivery.• Offered exceptional customer experience by developing positive relationships, delivering impactful sales pitches, and ensuring compliance with sales conversions.• Implemented employee engagement programs, conducted felicitations, and retained talents efficiently. Show less
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ManagerConcentrix Jun 2018 - Jun 2020India• Ensured the delivery of critical operational metrics, including SLA adherence, NPS score, transactional quality score, and analysis of factors considered during capacity planning.• Cross selling Retail Assets Products (Home Loan, Auto Loan, Personal Loan, Business Loan, LAP, Education Loan).• Coordinated cross-functionally to ensure timely hiring, training, and smooth business-as-usual (BAU) operations for new joiners.• Promoted employee engagement and conducted felicitations to… Show more • Ensured the delivery of critical operational metrics, including SLA adherence, NPS score, transactional quality score, and analysis of factors considered during capacity planning.• Cross selling Retail Assets Products (Home Loan, Auto Loan, Personal Loan, Business Loan, LAP, Education Loan).• Coordinated cross-functionally to ensure timely hiring, training, and smooth business-as-usual (BAU) operations for new joiners.• Promoted employee engagement and conducted felicitations to foster a positive work environment Show less -
ManagerIntelenet Global Services Private Ltd. Sep 2016 - Jun 2018Kolkata Area, India• Led the team to achieve crucial business performance metrics, like ESAT (Employee Satisfaction) & CSAT (Customer Satisfaction).• Implemented the Define, Measure, Analyse, Improve, and Control methodology to establish intra-departmental SOPs (Standard Operating Procedures) and maintain a comprehensive risk register, identify & address potential fraud/risk areas in the process.• Coordinated cross-functionally to ensure timely hiring, training, and smooth business-as-usual (BAU)… Show more • Led the team to achieve crucial business performance metrics, like ESAT (Employee Satisfaction) & CSAT (Customer Satisfaction).• Implemented the Define, Measure, Analyse, Improve, and Control methodology to establish intra-departmental SOPs (Standard Operating Procedures) and maintain a comprehensive risk register, identify & address potential fraud/risk areas in the process.• Coordinated cross-functionally to ensure timely hiring, training, and smooth business-as-usual (BAU) operations for new joiners. Show less -
ManagerAegis Limited Oct 2014 - Sep 2016Lucknow Area, India• Responsible for customer service delivery operations with a focus on efficient program management, ensuring profitability, gross margin, and optimal resource utilization by swotting workforce planning, business planning, forecasting, and business continuity planning to ensure smooth operation.• Implemented performance improvement initiatives across support functions such as workforce management, HR, service quality, administration, and facility management.• Maintained a strong… Show more • Responsible for customer service delivery operations with a focus on efficient program management, ensuring profitability, gross margin, and optimal resource utilization by swotting workforce planning, business planning, forecasting, and business continuity planning to ensure smooth operation.• Implemented performance improvement initiatives across support functions such as workforce management, HR, service quality, administration, and facility management.• Maintained a strong emphasis on profitability and cost management while enhancing overall operational efficiency. Show less -
Senior ExecutiveBharti Airtel Limited May 2010 - Sep 2014Gurgaon, India• Customer Service, Customer Life cycle management, Field Service Vendor and contact Centre Management.• Root cause analysis on service requests, define a plan of action to reduce COPC and increase SLA & CSAT score.• Crucial role in managing customer retention, executing stock reconciliation, preventing financial disputes, and ensuring accurate application and billing reconciliation• Accountable for field service performance, including compliance with SR SLA TAT, installation TAT… Show more • Customer Service, Customer Life cycle management, Field Service Vendor and contact Centre Management.• Root cause analysis on service requests, define a plan of action to reduce COPC and increase SLA & CSAT score.• Crucial role in managing customer retention, executing stock reconciliation, preventing financial disputes, and ensuring accurate application and billing reconciliation• Accountable for field service performance, including compliance with SR SLA TAT, installation TAT, repeat SRs, activation speed, and 0-30 days installation fault rate and customer retention, Customer visits, and compliance audits for installations Show less -
Team LeaderFirstsource Dialog Solutions Private Limited Apr 2007 - Apr 2010Mumbai Area, India• Responsible for customer service team of 30 associates to coach & guide their performance of AHT, TQM score, Repeat SR %, first-time resolution, and real-time monitoring to ensure SLA Management and service delivery as per contract.• Daily team huddles, call monitoring for best Quality assurance, Process Compliance & improvement of CSAT index.
Biman Biswas Education Details
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General Studies
Frequently Asked Questions about Biman Biswas
What company does Biman Biswas work for?
Biman Biswas works for Axis Bank
What is Biman Biswas's role at the current company?
Biman Biswas's current role is Accomplished Leader with 15+ yrs of expertise in driving Customer Satisfaction | BFSI Cross Sales Management | Retail Liabilities & Portfolio Management | Inbound & Outbound Contact Center Management | Business Analysis..
What schools did Biman Biswas attend?
Biman Biswas attended University Of Calcutta, West Bengal State Council For Science And Technology 243.
Who are Biman Biswas's colleagues?
Biman Biswas's colleagues are Dhanshree Kadam, Kanimireddy Theja, Mohini Karmore, Gunjan Goyer, Rajeev Singh, Kumar Vicky, Kashivojwala Vamshi.
Not the Biman Biswas you were looking for?
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Biman Biswas
West Bengal, India -
BIMAN BISWAS
Business Operations Lead @ Cordis | Healthcare | Medical Device | Medical Technology | Ex- Hamilton Medical | Ex- Medtronic | Ex- St. Jude Medical (Abbott) | Business Support | Channel And Project Management | ScmMumbai4gmail.com, gmail.com, medtronic.com, hamilton-medical.com -
Biman Biswas
Senior Manager - Costing / Commercial/Procurement At Bata India Limited // Six Sigma // 5S // Kpi // Cost Optimization //Facility Mgmt.-Operations ( Ifm) //Delhi, India3gmail.com, gmail.com, bata.com2 +919163XXXXXX
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