Effective 11th Dec.12, I joined Service Quality and Re-engineering team as Sr. Manager Service Quality responsible for customer service aspects related to Credit Cards, Personal Loans, Small and Medium Enterprises, Private Banking, Wealth Products and Standard Chartered Securities India Ltd. this responsibility of mine requires me to proactively identify issues in the policy and processes which could result into increase in complaints. Once the issues is identified immediately with help of… Show more Effective 11th Dec.12, I joined Service Quality and Re-engineering team as Sr. Manager Service Quality responsible for customer service aspects related to Credit Cards, Personal Loans, Small and Medium Enterprises, Private Banking, Wealth Products and Standard Chartered Securities India Ltd. this responsibility of mine requires me to proactively identify issues in the policy and processes which could result into increase in complaints. Once the issues is identified immediately with help of concerned stake holders arrive at an appropriate resolution and get the same implemented. I also need to ensure that the complaints are closed within the stipulated time so as to enhance the Customer Experience.In this role I am also responsible for Regulatory reporting of complaints, conducting of meetings mandated by the Regulator and the Group, like Customer service Committee meeting, Standing Committee on Customer Service meeting, Customer Experience Council meeting. Show less

Current Role: Effective May 2010, I moved to Policy and Process Improvement Unit(PPIU) under Consumer Banking Operations Risk Department. Currently I am Cluster Credit Head for PPIU team responsible for Northern Gulf Levant. In last 7 months I have done some critical reviews like Credit Cards Policy - India, Sri Lanka Credit & Collections, Jordan Credit and Collections along with other reviews covering SME CI and Sales, Collection and CI units in India .I was also a part of the Control… Show more Current Role: Effective May 2010, I moved to Policy and Process Improvement Unit(PPIU) under Consumer Banking Operations Risk Department. Currently I am Cluster Credit Head for PPIU team responsible for Northern Gulf Levant. In last 7 months I have done some critical reviews like Credit Cards Policy - India, Sri Lanka Credit & Collections, Jordan Credit and Collections along with other reviews covering SME CI and Sales, Collection and CI units in India .I was also a part of the Control Improvement Team for Jordan and had written some critical processes for the country. In my current role, I am responsible for preparing a list of checks to be carried out during the review exercise, take consent from all the stake holders on the same, identify the gaps in process and policies and finally help them in plugging the gaps. Show less

Previous Roles: Was National Credit Manager - Credit Cards from June 2007 and then got additional Charge of Smart Credit and Personal Loans from Oct.'2008. I had team of 30 underwriters including 4 Regional Managers. I also handled the responsibility of QA Manager for the unsecured unit.Prior to the above role, I was a Regional Manager for West, Uttar Pradesh and South (including Bangalore, Cochin and Coimbatore) from Jan.'06 to June 2007. I was responsible for credit appraisal of all… Show more Previous Roles: Was National Credit Manager - Credit Cards from June 2007 and then got additional Charge of Smart Credit and Personal Loans from Oct.'2008. I had team of 30 underwriters including 4 Regional Managers. I also handled the responsibility of QA Manager for the unsecured unit.Prior to the above role, I was a Regional Manager for West, Uttar Pradesh and South (including Bangalore, Cochin and Coimbatore) from Jan.'06 to June 2007. I was responsible for credit appraisal of all personal loan applications of Maharashtra, Gujarat, Uttar Pradesh, Madhya Pradesh, Bangalore, Cochin and Coimbatore. I had 6 CAU Managers reporting into me with around 14 staff members in different locations. I was also responsible for training of Credit Managers, CPA teams and outsourced agencies at these centers. I was also supposed to monitor the delinquency figures of my locations.Joined SCB as Manager Credit, based at A'bad in Oct.'02. I was responsible for credit appraisal of Auto Loan and Personal Loan cases of Gujarat and Madhya Pradesh. My job responsibilities included building a healthy portfolio by onboarding good quality customers. Show less

I was handling dual responsibility of Area In-charge - Baroda (including Baroda, Godhra, Anand & Nadiad) and also as Branch Manager - Baroda with Gruh Finance Ltd. I was responsible for Business Development, viz., loan disbursements, project approval and deposit mobilization (through direct and indirect channels). Functional areas included credit appraisal, recovery of individual and construction finance accounts, monitoring of branch accounts and preparing MIS for H.O.Prior to this… Show more I was handling dual responsibility of Area In-charge - Baroda (including Baroda, Godhra, Anand & Nadiad) and also as Branch Manager - Baroda with Gruh Finance Ltd. I was responsible for Business Development, viz., loan disbursements, project approval and deposit mobilization (through direct and indirect channels). Functional areas included credit appraisal, recovery of individual and construction finance accounts, monitoring of branch accounts and preparing MIS for H.O.Prior to this I was posted at Rajkot as Area In-charge - Rajkot (including of Rajkot, Morvi, Bhuj and Surendranagar Show less

Worked as Branch Manager, initially at Mehsana and subsequently at Baroda. Handled the car finance portfolio of the branch. Activities involved Business Development, credit appraisal, recovery and MIS generation.Lowest Default rate and NPA accounts among all branches of Gruh Finance.Had been able to attract a no. of HNIs on account of good and personalized service.Streamlined the entire set of operations ranging from front office to back office, resulting into greater operation… Show more Worked as Branch Manager, initially at Mehsana and subsequently at Baroda. Handled the car finance portfolio of the branch. Activities involved Business Development, credit appraisal, recovery and MIS generation.Lowest Default rate and NPA accounts among all branches of Gruh Finance.Had been able to attract a no. of HNIs on account of good and personalized service.Streamlined the entire set of operations ranging from front office to back office, resulting into greater operation efficiency and customer satisfaction.The branch has received recognition at Corporate level for high degree of performance during my stint with Gruh..Brought down the FPD ratio from 4% to 0.5% in SCB. 0-6 MOB delinquency was at lowest for all centers handled by me.Rated best performer by the group for consecutively 2 years. Received recognition from group CEO for achieving highest standards in performance.Rated best Regional Manager across all three unsecured products for consecutively 6 months in the year 2006 and 2008Brought down 0-6 MOB delinquency to less than 10% from 15% when I took up as NCM - CC and then to 6% in early 2010. Show less