Vishal Kumar

About Vishal Kumar

I am a Dynamic Professional Banker with an experience of 16 years across various…

Experience

1. Section Manager-service Quality and Escalation Mgmt- Customer Service for all Central Ops Units

   AU SMALL FINANCE BANK

   Nov 2021 — Present · Jaipur, IN

   Currently lead a dedicated team at AU SF Bank, focusing on Service Quality and Escalation Management. Our primary goal is to effectively handle escalations and complaints within committed SLAs while driving service excellence across the Central Ops team nationwide. This encompasses all Liabilities Units, Retail Assets Ops Units, and Bancassurance Units, ensuring an effective end-to-end tracking mechanism and root cause analysis through our CAPA model. We have also implemented a monthly Scorecard for Vertical Heads to assess unit-wise health indices. We operates on five key pillars: enhancing Customer Experience, optimizing costs, ensuring Business Continuity Planning, instilling the DAR method within each unit\'s processes, and maintaining regulatory compliance with additional support by ICT, overseeing all regulatory activities. In addition to this, I am responsible for monitoring all central ops activities. This includes overseeing seamless customer onboarding, ensuring timely payment and settlement activities, and full adherence to clearing and ATM operations. I also oversee all aspects of Retail Asset ops related to pre-disbursement activities for various mortgage products like Home Loans, Loan Against Property and consumer loans like Auto Loans, Personal Loans, Commercial Vehicles, Construction Equipment, etc. Furthermore, I ensure exceptional post-disbursement customer services related to part payments, foreclosures, repayment adjustments, demographic changes and timely issuance of NOCs, LODs, property papers, and related storage services. Based on our observations and findings, I lead various projects and initiatives aimed at process reengineering, leveraging digitalization and automation to enhance customer experience across India. I regularly monitor core deliverables from each operations unit to ensure timely service delivery, utilizing sampling audits, running EDMs, conducting surveys for last-mile feedback and publishing relevant MIS reports consistently.

Education

• The ICFAI University, Tripura

  Master of Business Administration - MBA

  2010 — 2012

• ICFAI

  Master of Business Administration (MBA)

  2008 — 2010

• The ICFAI University, Tripura

  Master of Business Administration - MBA

  2008 — 2010

• JAAIB

  Certification

  2014 — 2014