Saugata Biswas

Experience

• 

  BYJU'S

  Jul 2018 - May 2024

  Spearheaded nationwide video verification process, achieving 100% customer verification.Implemented strategic project plans to enhance operational efficiency and cost management.Developed conflict resolution procedures for refund cases and introduced dynamic questionnaires for customer segmentation.Led initiatives to increase productivity and foster a culture of continuous improvement.Conducted regular communication sessions and team meetings to drive performance and collaboration.Managed small-scale projects, defining clear briefs and expectations for stakeholders.Key Achievements:Led a project on refund policy declaration, ensuring compliance and customer satisfaction.Managed business relations with key stakeholders, including banks and NBFCs.Analyzed risks and performed fraud detection; worked to achieve ISO 9001:2015 certification for digital finance.Reviewed operations reports to identify trends and opportunities for improvement.Achieved a spotless loan disbursement track record.Enhanced team capabilities through detailed training modules.Spearheaded a cost-saving initiative that reduced order cost-price, contributing to improved profitability and financial sustainability.Developed and implemented a strategic plan that doubled campaign productivity within a quarter, demonstrating strong project management skills and the ability to deliver tangible results.Skills:Data Analysis | Conflict Resolution | Data Reporting | Operations Process Improvement | Conflict Management | Operational Efficiency | Quality Assurance Audits | Financial Analysis | Risk Analysis | Business Process Improvement | Customer Relationship Management (CRM) | Stakeholder Management | People Management | Risk Management | Change Management | Digital Transformation | Process Improvement Projects | Product Management | Workforce Planning | Process Flow | Digital Transformation | Automation | Agile Scrum | Solution Architect | Invoicing | Vender Audits | Root Cause Analysis Show less • Enhanced mandate registration processes, improving repayment efficiency.• Conducted training sessions for a large team, focusing on finance processes and order management.• Managed TL Pay application processes, driving adoption and efficiency.• Provided real-time support to customers and Sales Teams, ensuring seamless operations• Increased TL Pay application adoption rates, streamlining operations.• Implemented process improvements resulting in enhanced campaign productivity Show less • Established lending operations across multiple offices, ensuring compliance and efficiency.• Conducted audits on customer KYC documents and credit eligibility assessments; provided sales training on payment processes and offered real-time support to customers.• Managed CRM platforms effectively, ensuring seamless customer interactions.• Achieved high customer satisfaction scores through efficient issue resolution; maintained compliance with regulatory requirements, ensuring data accuracy and security. Show less

  • Manager - Finance Operations

    Aug 2022 - May 2024

  • Assistant Manager

    Mar 2021 - Aug 2022

  • Associate Supply Chain

    Dec 2018 - Mar 2021

  • Business Development Associate

    Jul 2018 - Dec 2018
• 

  Practo

  May 2024 - now

  Team Lead