Abhijeet Gupta
Operations Manager
Pune
Summary
Results-oriented professional with over 18 years of experience in banking, payments, fintech, telecom, and BPO industries. Collaborates effectively with cross-functional teams to drive operational excellence and achieve exceptional outcomes. Utilizes extensive industry knowledge and expertise to optimize processes, streamline operations, and elevate customer satisfaction. Committed to staying updated on industry trends and best practices to consistently deliver high performance and efficiency.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
Work History
SENIOR CLUSTER MANAGER
Bajaj Finserv
Pune
02.2017 - Current
- Maintaining day-to-day stakeholder interaction and developing relationship with first-line managers of the operating vendor for a constant flow of information on performance (daily, weekly, and monthly), exceptions, expectations, forecasts, process changes, and new opportunities.
- Managed SLAs on accuracy, productivity, and TAT per agreed standards with internal/external stakeholders to ensure smooth and efficient deliveries. Responsible for managing available resources (people, process) effectively to ensure operational efficiency. Managed day-to-day and auditing online applications, which cover the complete lifecycle from sale till embossing of the card. Managed a team of 44 Quality Check FTEs, monitoring and auditing their productivity on a daily-monthly basis, providing continuous feedback and training to deliver the best results.
- Coordinating, collaborating, and working out different solutions with businesses and banks to develop and identify process gaps and improvising them accordingly, like reducing RTC% initiated and delivering automation of processes for credit card applications, which helps in automated KYC checks. Effectively drive a culture of adherence to policies, procedures by the team as per organization's standards and laid out SOPs. Maintain performance on risk and compliance, highlight areas of improvement in operations risk. The report highlights exceptions in processes, people, policies, and escalates decision-making on the same wherever required.
- Conducted regular performance evaluations for all employees to recognize achievements, address challenges, and facilitate professional growth.
- Led training initiatives that enhanced employee skills, knowledge base, and productivity levels across various functions within the organization.
- Identified potential risks or issues related to business continuity early on through proactive monitoring measures allowing for swift resolutions before escalation occurred.
- Increased customer satisfaction by addressing client concerns promptly and implementing appropriate solutions.
- Maintained compliance with company policies, industry regulations, and best practices across all departments in the cluster.
- Analyzed sales data to manage cluster performance and make informed financial decisions.
- Monitored data analytics to identify trends, opportunities, and areas of improvement within the cluster operations.
SR EXECUTIVE - ONBOARDING & COMPLIANCE
PAYU Payments Pvt. Ltd.
Gurgaon
07.2013 - 01.2017
- Independently handled complete activation cycle of HDFC White Label merchants starting from their onboarding to activation Responsible for Compliance / KYC clearance for all merchants of PayU for North and East India
- Involved in automation of nodal account process to reduce payment process time Maintaining TDR reports for all merchants before Go-Live with PayU
- Completing entire Merchant on- Boarding process and resolving related queries within TAT
- Single ownership of taking care 3 domains for new merchant's onboarding nodal registration which includes PayU Biz, Pay U Money and Compulsive merchants.
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
SR. CUSTOMER CARE OFFICER
Convergys (CITI Bank)
Gurgaon
07.2011 - 07.2013
- Provide problem analysis and resolve client issues with the aid of available helpdesk tools (e.g., Sawgrass, Internet Client Services) Ensuring the accurate call comments and call standards are maintained
- Document all calls with regards to participant inquires accurately using Call Tracking System
- Ensure that all customer queries are well-investigated and resolved, also escalations have been handled within the defined TAT.
- Collaborated with management to develop strategies for optimizing customer experience.
ADMIN EXECUTIVE
H.G. Infra Engineering (P) Ltd
Jaipur
07.2011 - 07.2013
- Co-ordination with internal as well as external customers/clients
- To line up interviews in co-ordination with the concerned HOD and to maintain records of all resumes and other related documents
- Manage and order supplies within the budget guidelines of the organization
- Coordinate with HR for interviewing, hiring, and training.
ASSOCIATE SPECIALIST
Mobile Tele Systems-MTS
Jaipur
06.2006 - 04.2010
- Providing End to End solution to customers by coordinating with other departments (Billing/VAS/Activation/Credit/ISP) to resolve problems and to increase customer satisfaction
- Generating Business Reports like Total Calls Received on day, Providing Post-paid and Prepaid Calls Break up, Region Wise Calls, Complaint and Query Calls Break up, Type of Complaint and queries calls
- Handled Customer grievances and Complaint management effectively to avoid complaints and deliver resolution as per SLA.
Education
MBA - HR/Administration
Symbiosis Distance Learning
Pune 04.2005 - 04.2007
BBA -
Subodh Institute of Management And Career Studies (SIMCS)
Jaipur 05.2002 - 05.2005
High School Diploma -
C.B.S.E Board
Jaipur 04.2001 - 04.2002
High School Diploma -
C.B.S.E Board
Jaipur 04.1999 - 03.2000
Skills
Stakeholder Management
Adaptability and Flexibility
Goal Setting
Performance Tracking and Evaluation
Teamwork and Collaboration
Workforce Planning
Operations Management
Training & Development
Audit Mechanism
Compliance Management
SLA Adherence
Stakeholder Management
Accomplishments
1. Awarded with Change Leader Award in the month of Feb'2024.
2. Awarded for Heroes Category in the month of Jan'23
3. Got Appreciation certificate by BAJAJ with the “Performer of the Moment award” within the 6 months of making the credit card process live.
4. Quarter achievement award given as “Debutant of the Quarter” by BAJAJ in the month of February 2018.
5. Awarded as the Process Oriented for the financial year 2014-15 by PayU.
6. Received the “U Rock” Appreciation certificate from PayU for Ola Cabs preformat codes generated in couple of hours which usually generates in 7 days in the month of August 2015.
7. Got Recognition for initiating the concept of penny testing for Pay U Biz/ Pay U Money merchants to ensure correct bank sent to Nodal Bank to avoid payment failure.
8. Initiated the concept of generating NEFT/RTGS on PayU' s own domain to reduce the time frame regarding settlement.
9. Awarded 2 times for the two consecutive months (Feb/March 13) for the best executive for most C-Sat and keeping the best average handling time on a call by Convergys.
10. Awarded as the top performer for the month of Feb 2012 securing highest Customer satisfaction surveys by Convergys.
11. My team has been awarded as the best team for the month of Jan 2012 across the site and achieved the best scores in respect to LOB guidelines.
12.Awarded as the Best Executive for night support n operations of Call Center for the Consecutive months of September and October 2008 by MTS.
Timeline
SENIOR CLUSTER MANAGER
Bajaj Finserv
02.2017 - Current
SR EXECUTIVE - ONBOARDING & COMPLIANCE
PAYU Payments Pvt. Ltd.
07.2013 - 01.2017
SR. CUSTOMER CARE OFFICER
Convergys (CITI Bank)
07.2011 - 07.2013
ADMIN EXECUTIVE
H.G. Infra Engineering (P) Ltd
07.2011 - 07.2013
ASSOCIATE SPECIALIST
Mobile Tele Systems-MTS
06.2006 - 04.2010
MBA - HR/Administration
Symbiosis Distance Learning
04.2005 - 04.2007
BBA -
Subodh Institute of Management And Career Studies (SIMCS)
05.2002 - 05.2005
High School Diploma -
C.B.S.E Board
04.2001 - 04.2002
High School Diploma -
C.B.S.E Board
04.1999 - 03.2000
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