Devendra Maurya Email & Phone Number

Gurugram, Haryana, India

• Experienced leader in digital lending operations, proficient at managing financial transactions and driving operational excellence. • Skilled in collaborating with various stakeholders to ensure precision in key processes and implementing corrective measures for continuous improvement. • Proven ability in expediting disbursement times, enhancing the approval-to-disbursal funnel, and revamping call processes to boost sales conversions. • Proficient in driving data-centric reporting initiatives for strategic decision-making and achieving robust sales targets. • Committed to ensuring operational resilience and creating a seamless synergy between innovation, compliance, and customer satisfaction

• Strategically collaborated across departments, partnering with process owners and cross-functional teams. My role involved comprehending the intricate impact of new product launches on a spectrum of Ops processes. I meticulously assessed the ripple effect of these changes on our operational landscape, culminating in the creation of tailored implementation strategies for the Ops teams.• Sculpted meticulous Process Manuals, encompassing the entire gamut of all Ops processes. These manuals served as indispensable reference guides, ensuring standardized operations and providing a clear roadmap for execution.• Instilled a culture of adaptability by regularly reassessing established processes and policies. This proactive approach ensured our operations remained agile and adept at navigating the ever-evolving business terrain, preserving efficiency and relevance.• Engineered a paradigm shift by overhauling call center dispositions. The strategic reduction from 649 to 79, through astute grouping, streamlined our process architecture. Notably, this transformation significantly curtailed critical errors within the call center environment by an impressive 30%.• Spearheaded the creation of a Customer Root Cause Analysis (RCA) form—a transformative tool for unveiling the true triggers of complaints. This innovation provided a pinpoint focus on monitoring, catalyzing process optimization initiatives.• Played a pivotal role in the inception of Interactive Voice Response (IVR) Flow, a user-centric initiative that empowered customers with self-service capabilities. This innovative feature streamlined interactions, bolstering overall user satisfaction.• Revamped the protocol for updating customers' primary contact numbers, instating rigorous controls to mitigate instances of erroneous updates. This elevated data integrity and fortified our commitment to flawless service delivery.

• Spearheaded the North Training team's efforts, overseeing Operations, Customer Services, and Back Office training initiatives.• Architected a cutting-edge training dashboard, seamlessly integrating vital components such as training planners, e-check reports, flyer coverage analysis, and NHT/cross/refresher training reports. This dashboard provided actionable insights and empowered strategic decision-making.• Revolutionized training incentives, aligning them more closely with the objectives of Operations. The refined incentives structure created direct connections between training accomplishments and operational goals.• Managed end-to-end Training Delivery and Content Creation across diverse areas, from Processes and Products to Soft Skills, Sales, and Systems training for various Operations LOBs.• Engineered the conceptualization and creation of an agile Knowledge Base for Operations. This dynamic platform ensured real-time access to all training content, offering intuitive search functionalities for enhanced user-friendliness.• Proactively engaged in a pivotal Ops Attrition Reduction Project, contributing to the retention and nurturing of valuable talent within the team.• Pioneered innovative initiatives, such as the launch of Mystery Calling and Dip Check, infusing versatility and excellence into the training regimen.• Championed the introduction of the Teach-Back Sheet, a transformative tool that fostered efficient knowledge transfer and validation within the team.• Elevated the training experience with the creation of a One Pager Offer Summary for all new product offerings. This insightful addition streamlined understanding and accessibility for learners on the Knowledge Portal.• Engineered the implementation of streamlined training processes and policies, complete with version control mechanisms. This meticulous oversight ensured the accurate tracking of changes in training documents, maintaining the integrity of the training framework

• Introduced E-check mechanism to facilitate daily assessment of critical updates and existing scenarios for agents, TLs, and QAs.• Engineered and executed comprehensive skill development programs, nurturing the career advancement of top-performing employees, bolstering roles readiness, and fostering a robust talent pipeline.• Pioneered the development and application of a Trainer Teach-Back Sheet, enhancing knowledge transfer efficiency within the training process.• Collaborated closely with the Customer Experience team to design customer feedback surveys, ensuring comprehensive insights from all customer touchpoints.• Successfully onboarded an e-Learning Management System (LMS) for streamlined Operations training, enhancing accessibility and effectiveness.• Conducted cross-functional training initiatives, fostering synergy and cross-pollination of expertise across departments.• Initiated the implementation of a Training Planner, a pivotal tool that streamlined training scheduling and resource allocation.

India

• Created training content for all Ops processes • NHT, OJT and refresher trainings followed by certification.• Conducted Demo -sessions for Teach-back preparation and TTT for trainers• I was responsible for controlling attrition and improving training throughput.• Prepared PPTs based on training requirements.• Updated knowledge portal whenever we receive a new update • Recognized as the best trainer in terms of Throughput rate, feedback scores, pass percentage and attrition

Gurgaon, India

• NHT, OJT and refresher training followed by certification.• Conducted Demo -sessions for Teach-back preparation and TTT for trainers• I was responsible for controlling attrition and improving training throughput.

Mohali India

• Collating learning material and planning activities to train their client• Identifying the strengths and weaknesses of their clients and planning the training accordingly• Analyzing the effectiveness and calculating progress in the training program• Scheduling, systemizing, billing

Mohali India

Conducting one round of interviews for new joiners, conducting training (NHT) followed by quality certification for them, sharing training reports, OJT, refresher training, Quarterly skill knowledge test for on-floor agents, TLs and QAs. Train the trainer, conduct Demo -sessions for the trainer for Teach-back preparation, control attrition and improve training throughput and Prepare PPTs based on training requirements. Update knowledge portal whenever we receive a new update

Chandigarh, India

• Joined IBM Daksh as Citi Phone officer for Citi Bank Credit Card process • Provided customer support on incoming calls and did cross-sell on pre-approved loans• Provided floor support and handled escalation calls