• Spearheaded the definition of new strategies and policies to ensure 100% compliance with all regulations and standards. Assessed and recommended projects to management, sourcing business opportunities from these initiatives. • Held responsibility for the Profit & Loss (P&L) of the team, overseeing PI audit and compliance for PAN India business operations. Managed Brand Revenue and Execution vertical for the zone, successfully overseeing services with the team. • Spearheaded a user engagement initiative, elevating unique user base, usage quality Managed services for 5,000 societies across various products and projects. • Led 15 service initiatives projects on a nationwide scale and introduced 7 initiatives personally, fostering business growth and innovation. • Implemented measures resulting in a significant improvement in customer satisfaction, raising CSAT from 73% to 97%. Enhanced Google Play Store ratings from 2.9 to 4.4, reflecting increased user satisfaction and trust. • Achieved operational efficiency doubling, optimizing processes and workflows to drive productivity and cost-effectiveness. Reduced churn rate to 6.2% from 17.8%, while increasing usage by 122%

Key Result Areas• Strive to be the best in Fintech with top-tier policies and processes.• Successfully set up the structure for Fintech Operations.• Achieved automation of loan processing and disbursal within TAT.• Managing/monitoring centralized disbursal operations, encompassing overall Lending/Loan Operations, • Payment Solutions (RTGS/NEFT), Vendor Management, and Customer Service for all loans across India.• Handled products: Instant loans, credit lines, credit cards.• Managed a team, enhancing People Management and Team Leadership skills.• Ensured accurate Record Management (RMU) and discrepancy reporting.• Addressed fall-out cases in CRM and re-initiated disbursements.• Focused on Process Mapping, Root Cause Analysis, and Strategic Project Management to optimize operations.

• Handled Two Wheeler, Cash Loan, and Consumer Durable underwriting teams.• Managed a team of 25 on-roll employees, demonstrating strong Team Motivation and Workforce Management.• Implemented policy and process changes to improve productivity, achieving key indicators like TAT/SLA and error rates.• Conducted performance management activities, including quality evaluations and compliance checks.• Delegated tasks, set deadlines, and monitored team performance, utilizing effective Staff Oversight and Performance Management.• Discovered training needs and provided coaching, fostering Teamwork and Interpersonal Communication.• Recognized high performance and rewarded accomplishments, encouraging creativity and risk-taking.

• Expertise in File Login (Retailers Credit and Loan against Inventory) and CAM Making.• Coordinated with sales for resolving credit queries, showcasing strong Stakeholder Management and Interpersonal Communication.• Processed files as per process rules and inserted data into systems, ensuring adherence to Industry Standards and Operational Excellence.• Generated and checked customer CIBIL records to identify repayment history and existing loans.• Analyzed income documents and bank statements to calculate customer eligibility as per norms.• Conducted telephonic PDs on all cases and recommended cases to the credit manager for decision-making.• Maintained login and disbursal MIS daily, showcasing Time Management and Presentation Skills.Checked loan documents and agreements at the time of disbursal, ensuring compliance and quality control.