Resume: KEY COMPETENCIES â¶Multi - Operations Managementâ¶People Management â¶Customer Services - Emails â¶ MIS â¶Vendor & Client Services Managementâ¶Cross Functional Coordinationâ¶Banking & Financial Servicesâ¶ Transaction Monitoring * ATM Operations â¶ & Prepaid Card Operations (Pre-Issuance & Post-Issuance) â¶ POS Operations * JOB PROFILE & SKILLS: â¢ An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. â¢ Extensive experience in managing operations with demonstrated leadership qualities & organisational skills during the tenure. â¢ Managing customer centric operations & ensuring customer satisfaction by achieving service quality norms. â¢ Analyzing of all operational problems, customer complaints and take preventive and corrective actions to resolve the same. â¢ Receive and respond to Key customer inquiries in an effective manner and provide relevant and timely information. â¢ Deft in steering banking back-end operations, analyzing risks and managing delinquencies with dexterity across applying techniques for maximizing recoveries and minimizing credit losses. â¢ Analyzed & identified training needs of the team members and developing, organizing and conducting training programs and manage bottom quartile team to improve their performance. â¢ Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process relate to various verticals. â¢ Measuring the performance of the processes in terms of efficiency and effectiveness matrix and ensuring adherence to SLA. â¢ Major Activities Define processes for Field Services were monitored and necessary checks were executed and controlled. Also measured Vendor SLA by analyzing the TAT of vendors & the Client SLA provided to us. â¢ As per company procedures, handling & ensuring vendor's payment issues to be sorted out &payments are processed on quarterly basis. â¢ Appropriately plan and execute each skill of operations in accordance with the department's policies and procedures. â¢ Manage relationships with business team, software development team and other services to achieve project objectives. Different software Worked till now: - a. CTL prime - Axis Bank Credit Cards b. Insight - For POS Machine technical operations for Amex (MID & TID Generation- ATOS (Venture Infotek) c. Ticket Management System - TATA Communications Private Services Ltd (ATM - NOC Operations) d. Branch Portal (Yalamanchili Software Exports Ltd) - Prepaid Cards (SBI Bank & Zaggle Prepaid Oceans Services Ltd) Zaggle Prepaid Ocean Services Pvt Ltd Oct, 2017 to Till Date Designation: Manager - Operations (Payment Industry - Prepaid Cards - INR) Education Details 
    Commerce Mumbai, Maharashtra Mumbai University
  Operations Manager 
  
  Service Manager - Operations (Payment Industry - Prepaid Cards - INR & FTC)
  Skill Details 
  OPERATIONS- Exprience - 73 months
  SATISFACTION- Exprience - 48 months
  TRAINING- Exprience - 24 months
  NOC- Exprience - 23 months
  POINT OF SALE- Exprience - 20 monthsCompany Details 
  company - Zaggle Prepaid Ocean Services Pvt Ltd
  description - Card Operations
  company - Yalamanchili Software Exports Ltd
  description - 24*7 Operations Pvt Ltd) Dec 2015 to Feb 2017
  
  Designation: Service Manager - Operations (Payment Industry - Prepaid Cards - INR & FTC)
  
  Key Contributions: â¢ A result-oriented business professional in planning, executing& managing processes, improving efficiency of operations, team building and detailing process information to determine effective result into operations.
  â¢ Ensuring PINs generation (SLA) is maintained and chargeback cases are raised in perfect timeframe.
  â¢ Managing email customer services properly and ensuring the emails are replied properly. Also, ensuring transaction monitoring is properly managed 24/7.
  â¢ Assisting Bankers (SBI & Associated Banks) for their BCP plans by getting executed in the system with the help of DR-PR plans & vice versa or any other business requirements.
  â¢ Expertise in maintaining highest level of quality in operations; ensuring adherence to all the quality parameters and procedures as per the stringent norms.
  â¢ Lead, manage and supervise the execution of external audit engagements and responsible for presenting the findings & developing a quality reports to the senior Management and Clients.
  â¢ Coach/mentor (20) team members to perform at a higher level by giving opportunities, providing timely continuous feedback and working with staff to improve their communication, time management, decision making, organization, and analytical skills.
  â¢ Providing the solutions and services to the client in their own premises with aforesaid count of team members.
  â¢ Also ensuring end to end process of PR & DR as per client requirements (PR- DR & DR -PR) by interacting with internal & external stakeholders.
  â¢ Determining process gaps and designing & conducting training programs to enhance operational efficiency and retain talent by providing optimum opportunities for personal and professional growth.
  company - Credit Cards
  description - Ensured highest standard of customer satisfaction and quality service; developing new policies and procedures to improve based on customer feedback and resolving customer queries via correspondence, inbound calls & email channels with the strength of (12-16) Team members.
  company - AGS Transact Technologies Limited
  description - Key Contributions: Lead - SPOC to Banks
  company - TATA Communications Payment Solutions Ltd
  description - To make ATMs operational within TAT by analyzing the issue is technical or non-technical and also by interacting with internal & external stakeholders.
  company - Vertex Customer Solutions India Private Ltd
  description - Key Contributions: â¢ Build positive working relationship with all team members and clients by keeping Management informed   of KYC document collection & con-current audit progress, responding timely to Management inquiries, understanding the business and conducting self professionally.
  company - Financial Inclusion Network & Operations Limited
  description - Key Contributions: POS-Operations â¢ Cascading the adherence of process is strictly followed by team members & training them to reduce the downtime.
  â¢ Managing Stock of EDC Terminals â¢ Managing Deployments of terminals through Multiple teams â¢ Would have worked with multiple terminal make & model â¢ Managing Inward, Outward & QC of applications installed in the POS machines.
  company - Venture Infotek Private Ltd
  description - Key Contributions: POS-Operations
  company - Axis Bank Ltd - Customer Services
  description - Aug 2006 to Oct 2009 (Ma-Foi&I- smart)
  
  Designation: Team Leader/Executive - Emails, Phone Banking & Correspondence Unit (Snail Mails)