Customer Service Management

MANJUNATH M JADHAV

Mobile: 098********/ Tel: 080-********

Email: ***************@*****.**.**

Job Objective

Seeking assignments in Customer care/Credits collections/Operation and Vendor Management with an organization of high repute, preferably in Banking/ IT Services and BPO sector.

Career Overview

A competent professional with 18 years of experience in Customer Care, Credit Administration, Global account Management, Recovery, Client Servicing Relationship, vendor management and Team Management.

Presently associated with American Express Bank Ltd. as Manager Customer care.

Proficient in Customer care, Administration, Credit Administration involving Credit Appraisals, servicing, Risk Analysis, Reconciliation, Vendor Management, Sanction of Loans and various other credit facilities.

Proficient in leading dedicated teams for running successful process operations with proven ability of achieving Service Delivery/Organizational Targets.

Ability to support and sustain a positive work environment that fosters team performance with strong communication and relationship management skills.

Areas of Expertise

Customer Care

Leading and motivating the team to ensure we are providing the best customer service possible.

Managing the activities of Corporate Card Operations with major responsibilities towards Customer satisfaction, first contact resolution and Reconciliation.

Accomplishing customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures.

Credit and Loan Administration

Appraising proposals, conducting risk analysis & scrutinizing relevant documents before sanctioning / disbursing loans, ensuring compliance with bank’s credit policies.

Supervising approval of loan proposals & sanctioning credits after appraising solvency status & verifying documents as well as post sanction follow-up and disbursal of loan.

Handling post approval activities, loan postponements, processing of release letters for approved loans & disbursement.

Management & Collections

Managing the implementation of the risk management process, monitoring the process to ensure that it operates effectively in the best interests of the company's stakeholders.

Examining, evaluating, reporting, and recommending improvements on the adequacy and effectiveness of management's risk management processes.

Managing and monitoring delinquent account collection and establishing terms of payment.

Handle escalation and provide resolutions to the corporate.

Vendor Management

Negotiating to control costs, drive service excellence and mitigate risks to gain increased value from their vendors throughout the deal.

Categorize vendors to ensure the right contract, metrics and relationship.

Mitigate risk when using vendors; establish a vendor management that best fits the enterprise.

Monitoring performance, provide feedback, champion new projects, define or approve / dis approve change control processes.

Organisational Experience

American Express Bank Limited Since Sep’06

Manager – Corporate TSC Nov 2010 – till Feb 2015

Role:

Handling a team of 30 members on the customer care operations in Bangalore.

Leading and motivating the team to ensure we are providing the best customer service possible.

Managing the activities of Corporate & personal Card Operations with major responsibilities towards Customer satisfaction, first contact resolution and Reconciliation.

Accomplishing customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures.

Achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, resolving problems, completing audits, identifying customer service trends, determining system improvements, implementing change.

Improving customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing changes.

Handling customer complaints or any major incidentsIssuing refunds, write off or Solutions to customers.

The aim is to achieve preset goals by working as a team and keeping the customers at the priority position. This also includes increasing the ratings of the Brand, by providing good service to the customers as well as our share holders.

Key Achievements

o4000Bps increment on VOCM from 2010 to 2014.

o1000Bps increment YoY.

oIntroduced CCP variations and is shared as best practice.

oIntroduced Relationship care module for wow experience amongst customers.

oHelping CM’s via mood, enquiry profile and providing world class treatment.

oIdentifying CCP’s low performance via call reasons (Micro management)

oCreated Macro’s to deploy mailers to CM’s on various call reasons which helped in Time management.

oTop Manager Award for 2013 and 2014.

oNo 1 Team on Share holders metrics from 2010 to 2014.(CHT, Absenteeism, Out bound call rate, Break Deviation and log outs.)

oPOA for American express in Bangalore

Credit and Delinquency Administrator - Sep 2006 to Nov 2010

Role:

Managing the activities of Corporate Card Operations with major responsibilities towards

Risk Management, customer satisfaction and Reconciliation.

Delinquency and Portfolio management for American Express corporate cards and Corporate Purchasing Cards

Conceptualization of delinquency management projects with Program administrators and KAMs

Providing services and solution to Global Business Partner, Large Market and Mid Market Corporate for risk related issues on the account.

Co-coordinating with major clients like IBM, HP, CISCO, INTEL, ORACLE, SAP INDIA, DELOITTE, etc.

Establishing credit limits, To ensure that credit policies of the companies are adhered to, credit goals are achieved,

Recommend changes in the credit policy to senior management

Personally investigate the largest customer credit applications

Personally visit the largest customers to establish relations

Monthly reporting of the Key Performance Indicators for the department.

Evolving effective reporting and assessment tools to minimize risk and proactively identify problem areas and customers.

Key Achievements

oReductions of Delinquency by 70% from 2006 to 2010.

oCreated Macro for early dunning mailers.(30 days and 60 days accounts)

o Created Macro for 10 and 18 day payment reminders mailers (Current accounts).

oThe mailers are deployed now to 75+ top corporate for large market accounts.

oCHD payments are seen significant progresses as 90% of the payments are in before even the account are overdue.

oCreated the Escalation matrix by partnering with the key stake holders in the respective corporate and ADM’s in American express.

oCreated the call and collect module with relationship care aspects.

oPartnered with the payables teams of the respective corporate for the timely payments are made.

o Partnered with the internal payables teams for allocations of the corporate payments to avoid late payments.

oEarly identifications of accounts and timely reporting to key stake holders of corporate and American express on Out of pattern spend and personal spends.

Ernst & Young Ltd.

Credit Analyst with Dell India Pvt Ltd. (May'04 to Aug’06)

Role:

Handling 140 global customer accounts as an In-charge.

Interacting with Vendors.

Involved in recon & collections of corporate accounts.

Responsible for handling escalation received through phone or E-mails.

Highlights

Achieved 90% target on Past Due & write off collections throughout.

Standard Chartered Bank Limited

Credit Appraisal and Collection Manager (Feb'97 to Apr'04)

Role:

Ensuring resolution of the queries pertaining to Credit Cards, Auto Loans, Personal Loans, Professional Loans, Liabilities and Finance against Shares.

Leading a team of 18 members for ensuring smooth operations of Credit Cards, Personal Loans & Professional Loan.

Providing assistance to the Operations Head.

Al-Noor Products - Saudi Arabia - Dammam

Floor Manager (Dec’92 to Dec’94)

oLeading a team of 10 members ensuring Sales and Collections., for Food products

oVisiting Clients on a daily basis to ensure smooth sales and collections.

Academic Credentials

MBA in Risk Management from National Institute of Management.

Professional Qualifications

1 year Diploma in Computer Applications from Reliance Computers Pvt Ltd.

Cleared WCC Certification of Dell.

Personal Details

Address : #29,”Kaashi Bhaagya”, Krishna North Vilas -2, Doddabommasandra, Nr. Raja Rajeshwari School, Bangalolre-560097.

DOB : 11th August 1971

Languages proficiency

Speak : Hindi,English,Kannada,Tamil,Malayalam,Marathi,Telugu and Arabic

Write : Hindi,English,Kannada

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