Pankaj Gupta

Experience

• 

  Reliance Communications

  Jan 2003 - Jan 2007

   CSD Ownership - EBS Client Relationship Building Monitoring Billing Issues Resolution Process Timely Resolution of Reported Issues Team Handling – 7 Executives Portfolio Management Collection of Key Accounts Analysis & MIS

  • Lead - Billing Operations (Corporate Wireless Group)

    Dec 2003 - Jan 2007

  • Reliance Webworld (NFC, Delhi)

    Jan 2003 - Jan 2005
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  Motorola India Pvt Ltd

  Feb 2007 - Oct 2008

  Executive - Business Operations (South West Asia)

   SPOC Responsibility for SWA Customer Operations Channel Relationship Building Channel Business Development Inventory Management Supply Chain Management Monthly, Quarterly & Annual Reconciliation Analysis & MIS - Global Reporting

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  Idea Cellular Limited

  Nov 2008 - Dec 2009

  EBU & Loyalty Service Manager

   CSD Ownership – Loyalty & EBU Channel Relationship Building – Branded Retail Client Relationship Building – Loyalty & EBU  Channel Business Development – Branded Retail BTL Planner – Customer Engagement Activities Bill Distribution (Pre Bill Check, Bill Printing, Bill Delivery) Agency Management (Bill Printing, Bill Delivery) Bill Collection & Customer Retention – Loyalty & EBU Portfolio Management - Loyalty & EBU Analysis & MIS - National Reporting

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  Tata Docomo

  Dec 2009 - Oct 2011

  Deputy Manager - Retail Operations (GSM)

   Steering the entire gamut of Retail Branding process including Marketing, Sales, etc. Driving the process of EBO (Exclusive Branded Outlet) Roll-outs & strategizing business expansion plans and executing the same for business growth. Serving the role of ATL & BTL Planner to conduct regular engagement activities to nurture the channel strength and brand presence. Liaising with financially sound vendors for Brand Promotion and Visual Merchandising (Indoor/Outdoor); coordinating with the Creative Designing Team and finalizing with designs or concepts to be used for VM/ATL/BTL. Leading the team to accomplish Product Promotions & Up-selling through EBOs/MBOs and Trainings, mentoring and assessing the knowledge of CREs & Trade Partners and maintaining the Training Calendar in sync with Training Team. Conducting Mystery Audit of Products, possessing and delivering quality service in the EBOs / MBOs; SLA Monitoring for all logged cases (Open & Closed) from EBOs. Organizing Cross Functional Meeting on outcomes of the Mystery Audits and preparing NFAs for various Incentive & Commission Structure for Branded Retail Stores. Spearheading the process of Prepaid/Postpaid Channel Business Development and reviewing periodically the channel sales on respective FOFO store performance.Significant Contributions; Played a key role in achieving Sales Targets (Prepaid/Postpaid/Data Products) through FOFO Channel Partners. SPOC for initiating any Customer Engagement Activity for the circle. Instrumental in deriving outdoor sales initiatives to increase store visibility. Pivotal in HNI Customer Relationship Building  Pioneered the process of Compliance Monitoring that included CAF, Activations, Service KPIs, etc. Successfully analyzed MIS and reported the same at National level. Show less

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  Reliance Communications

  Jun 2012 - Nov 2017

  Sr. Manager- Retail Experience Lead

  - Long Term and Short Term Planning on Business Processes- Revenue Protection and Revenue Assurance: Collection from all buckets (Active to Recovery), Churn Management- Channel Management and Team Building- Service Marketing: Customer Delight & Loyalty Building, Enriched On-Boarding Experience

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  AU SMALL FINANCE BANK

  Mar 2018 - now

  Managing #Falcon as a Project for both regular enhancements as well as new deployment basis inputs received from Transaction Fraud Monitoring and Business requirements.System Analysis for FRM:- Detailed analysis of FRM system to explore the capabilities as well as limitations.- Cross-functional Collaboration for requirement gathering and documentation .Logic Designing and Rule Configuration:- Rules creation in FRM system.- Ensuring the effectiveness rule configurations and optimisation basis analytics on fraudulent activities patterns.Compliance Management:- Compliance of regulatory guidelines for FRM systems and associated processes.Integration of Payment Channels:- To ensure effective and seamless integration payment channels/platforms with FRM solutions.- Explore the outcomes basis analytics and present with management on insights as well as observations.Collaboration and Communication:- Work closely with stakeholders, including product managers, developers, and compliance teams, to ensure alignment on FRM strategy.Testing and Validation:- Generation of test cases in coordination with respective stakeholders to ensure effective deployment of rules.- Ensuring timely testing and validation of resting results with rule creations. Show less

  • Vice President - Fraud Risk Management

    Apr 2024 - now

  • Deputy Vice President - Fraud Risk Management

    Apr 2023 - Mar 2024

  • Deputy Vice President - Customer Experience

    Apr 2021 - Mar 2023

  • Asst Vice President - Customer Experience

    Mar 2018 - Mar 2021