Operations and Process Quality Manager

I lead a 20-member Process Quality Manager team responsible for customer verification, process quality, and documentation controls across loan operations. I conduct physical and video-based customer verification for group and individual loan processes in remote locations, ensuring customer understanding, eligibility, and process adherence.

I drive first-time-right controls by identifying KYC, documentation, and process gaps early and coordinating corrective actions with branch teams. I monitor portfolio-quality indicators and early warning signals, support overdue control, coordinate closure of insurance claims and aged customer cases, and guide branches on bank deposits, end-of-day closure, LIR/LUC cases, credit norms, and operational discipline.

I use MIS and process reviews to identify workflow bottlenecks and strengthen operational performance across branches.

I managed state-level operations across approximately 40 branches and led Branch Operations Executives responsible for operational controls and service delivery. My responsibilities covered branch start-of-day and end-of-day activities, loan processing, disbursement, KYC, documentation, registers, cash handling, and compliance controls.

I managed service and ticket operations for employee issues, branch complaints, IT and support requests, coordinating resolutions with IT, HR, Administration, Audit, Head Office, and bank stakeholders. I also resolved customer grievances related to RBL Bank matters and coordinated pending cases and file-processing bottlenecks with regional Credit teams.

I supported testing and rollout of application, website, and software enhancements with vendor and Head Office partners. I delivered training on software implementations, process changes, and policy updates, while preparing MIS for business, collections, and performance monitoring.

I managed business and branch operations across assigned areas, overseeing approximately five branches and directly supporting Branch Managers. I drove business, disbursement, and collection objectives through productivity monitoring, target reviews, and performance management.

I conducted branch visits and inspections focused on documentation, registers, customer interactions, operating discipline, and process compliance. I monitored collections and overdue cases, resolved customer and operational issues, and coordinated corrective actions with branch managers and field teams.

I also conducted customer and market visits, competitor analysis, and area surveys to identify business opportunities and support new-branch feasibility.

Master of Business Administration completed in Noida.

Bachelor of Business Administration completed in Kanpur.