Hemant Rathor Email and Phone Number

Key Result Area :* Establish and manage Project Management to ensure effective project governance.* Stay abreast of industry regulations and fair practice codes applicable to the organization.* Develop, implement, and enforce fair practice policies and procedures across departments.* Conduct regular audits to ensure adherence to fair practice code standards.* Collaborate with cross-functional teams to gather project requirements and ensure alignment with organizational goals.* Responsible for managing the DOCPOD PMO, a central directory where all the BFL and BDFL agreement and journey executed. Gather the business requirements and submit to Azure Board closely collaborating with IT team to deliver the requested output.

key Result Area :* Collaborated with cross functional teams to support digital transformation of the Call Centre including online loan application platform, self service portal, Insta loan journeys.* Developed and executed strategies for lead generation, Customer acquisition, Leverage data analytics, Campaign management, Digital marketing and Customer insights to identify and target the most promising prospects.* Closely worked with Digital Marketing, IT and Risk team to align the Call Center activities with business objectives and ensure seamless Integration with system and process.* Implemented Vendor and Channel Managment practice to improve Call Center efficiency, Reduce cost and maintained the quality standards.* Ensure the sales strategies comply with legal and ethical standards, avoiding any potential regulatory issues

* Work with BIU team to create customer lifecycle for segments. Designing system and matrices to track campaign performance * Risk and IT teams to ensure smooth execution of campaigns Systems Understanding & Data Analysis.* Data extraction from various sources and analysis in congruence with the business requirements * Initiate request and coordinate with IT team for any new requirement related to system enhancement* Data penetration in various segments.* Campaign management of all the products and channels.* Using digital as medium for sales promotion activities & generating business through Bots and other digital properties.* Study and understand the customer needs on cross border shopping, define the program objective and product roadmap that appeals to customer needs.

1. Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. 2. Assist in developing and implementing training programs to improve the quality and productivity of the team. 3. Execute process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures, development, analysis and improvement of new strategies and procedures. Systems Understanding & Data Analysis: • Understanding of Salesforce.com & Finnone • Data extraction from various sources and analysis. • Tracking all important matrix of business on regular basis

Role & Responsibilities: • New process initiative – UAT, production control and enhancement.• Ensure systems, technology development & improvement is as per Business requirement• Monitor and optimize customer attrition. - Develop robust communication process• Responsible for designing and launching new products and streamlining existing processes• Responsible for documentation and setting-up operational process• Query resolution and troubleshooting on SFDC and Finnone, Co-ordinate with IT Team• Competitor visit to understand their functional business process• Execute and liaison with IT for product launch from BRD writing to Testing of scenarios• Meeting & interaction business associates