Aindrila Chatterjee

Experience

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  HSBC

  May 2002 - Nov 2002

  Trainee (May 2002 - November 2002)

  Processing and maintenance of the retail-banking product and Current A/c.

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  GE Capital

  Nov 2002 - Nov 2004

  Quality Assurance Officer, Credit Card Operations.

  - Developed a workflow based Complaint Management System for the SBI Credit cards. - Handled all cardholder complaints and worked with the team to resolve them effectively

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  Bharti Televentures Ltd, Kolkata, India.

  Oct 2004 - Oct 2005

  Client Services Manager

  - Being the interface of the company the key responsibility included keeping the goodwill of the company intact and commitment to excel in customer services with quick resolution of challenges. - Attended all customers’ queries and solved their problems online. Reviewed, analyzed and offered innovative solutions to customer. - Involved in notifying customers about the new schemes and plans launched by the company. Involved in processing cases like up gradation, number change, solving bill related queries of the customers, transfer of ownership, plan migration, online re-connection, taking feedback from the customers and working on it how to improve the quality of service given to the customers, and introducing several methods to improve the performance. Show less

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  HDFC Bank

  Oct 2005 - May 2006

  Executive / Business Analyst

  - Directly managed a team of Supervisors and 22 Customer Service representatives. - Recruited and coached them and steadily improved team performance by conducting customer focus groups, customer engagement strategies. With my leadership, the team produced highest customer satisfaction and retention. - Responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.- Lead & Managed day-to-day banking center operational activities of assigned Client Experience Banking Centers to ensure exceptional client experience and compliance to policies and procedures. - Accomplished bank customer service goals by orienting, training, assigning, scheduling, and coaching the team with attention to excellent customer service. Show less

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  Visa

  Mar 2015 - now

  Responsible for coordinating the launch and growth of the Visa Direct Payouts Service across a wide range of workstreams including Technology, Risk, Compliance, Legal, Regulatory, Operations, Implementation, Client Service and Product. The key responsibilities are - develop integrated plans and schedules to track progress and dependencies with other functions and external parties, drive the execution of deliverables across multiple teams and functions, coordinate work for geographically distributed teams, proactively identify and mitigate risks and issues, dependencies and impacts, provide timely and accurate reporting on product launch progress to all stakeholders, facilitate planning and execution of workstreams working in collaboration with workstream leads. Show less -SME to the operations of the program (managing and supporting account and program management,compliance, documentation) for the Consumer Credit Infinite Portfolio (Affluent Travel and Lifestyle Benefits)-Extensive interaction across multiple cross-functional areas, such as Visa Concierge, Visa Consumer Credit product office, Sales/Account Management, Compliance, and Legal. -Work closely with the business office/product managers, and include liaison work between vendors and product/program owner, where applicable. This includes escalation support, program administration, program expertise, reporting, research and analysis for operational/production issues, and overall program operational performance from a business perspective. -Customer experience process development and oversight including call center processes, 1st & 2nd level support model,call calibration/ QA, complaint/escalation and remediation,and call volume forecasting.-Program/Platform production issue escalation process development and oversight using Visa Service Desk as system of record.-Development support from operational perspective including UAT input, review, and assistance.Support Visa NA Credit Client Delivery team which is responsible for planning, executing and supporting the 'last mile' delivery of new products to clients and training.Work closely with Client Delivery Leads, as well as key cross functional stakeholders including product managers, to include seem-less experience for our clients and client managers. - Coordinate and manage client communications for new product launches and major feature enhancements. - Oversee client sales collateral development to include product briefings, product training, FAQs, T&Cs.-Mastery of relevant tools like Excel, Tableau, Micro strategy and MARS for reporting purpose.-Handling monthly billing through GMBS system for the benefits. Show less

  • Sr. Product Manager - Product Launch, Visa Direct

    Oct 2021 - now

  • Program Manager - Data and Analytics, Global Merchant Sales and Analytics

    Apr 2019 - Oct 2021

  • Sr. Business Analyst, Global Merchant Sales and Acquiring Solutions

    Oct 2017 - Apr 2019

  • Business Analyst, Global Merchant Sales and Acquiring Solutions

    Dec 2016 - Oct 2017

  • Program Manager - Visa North America Consumer Credit

    Mar 2015 - Dec 2016