Bhavesh M
Lead Business Excellence @IDFC FIRST Bank
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WORK HISTORY
Lead Business Excellence @IDFC FIRST Bank
Part of Digital lending, business and product team which ventures with multiple tier 1 and tier 2 digital and fintech partners across PAN India for generating substantial business for the bank.Product and Process Re-engineering• Evaluating customer grievances and VOC’s and identifying product and process gaps along with AOI’s.• Understanding the existing processes and going through the journeys to mitigate risk for the customers, bank, and the partners.• Ensuring the product and processes is compliant enough as per the DLG guidelines introduced by the regulator.• Collating requirements from multiple sources and structurally putting it through to respective stakeholders in tech and IT.• Working on multiple projects identified from the above and driving them to successful conclusions.• Driving customer experience, FCR, SQC’s and reduction in TAT by resolving existing process / system issues.• Reviewing and preparing SOP’s and knowledge nuggets for the customer service team to achieve FCR, reduction in TAT and STP processes.• Active participation in preparing review decks for SMT and conducting workshops.
EDUCATION
University of Mumbai
Bachelor of Commerce - BCom, Accounting and Finance
ABOUT BHAVESH M
Work experience of 17+ years in multiple streams of Customer service management, Process improvement, Operations management, Vendor governance and management, Project management, Team handling & Process transition.2. Exposure to various industries, like Finance (Aditya birla finance ltd), Lodha (Real Estate finance & customer service) & BPO operations for australian telecom (Vodafone)3. Six Sigma Green Belt certified in \"Reduction of Operational errors through digital training\" & attended Project management best practices workshop4. Lead and managed 3 projects in Operations which are 1. Mitigation of operational risk 2. Digital training 3. Digitization of agreements & Signatures for DSA onboarding process5. Strong team handling skills, have lead and managed team of 20+ members
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