Pooja Tripathi

Experience

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  Nicholas Piramal India Ltd

  Jun 2010 - Jul 2010

  Management Trainee

  Inventory Management

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  Kotak Mahindra Bank

  May 2011 - Oct 2014

  Manager ( Operations & Technology) Retail Banking

  1. Leading and mentoring a 7-8 member team and supervising Account Maintenance Unit for Retail Liabilities- handling PAN India Operations encompassing Post Account Maintenances.2. Ensuring adherence to KYC norms and Account opening and account maintenance processes.3. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.4. Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.5. Forecasting & planning of resources & workload.6. Deftly managing and resolving customer escalations on Siebel as per the desired SLA. Conducting root-cause analysis and taking preventive measures for repeated escalations.7. Rendering advice on technical issues and standards to support new product implementation.8. Assigning in the implementation of Ad Hoc Projects directed at educating branches about existing processes. 9. Gaining an insight about different products & implementing GSFC & other features encompassing co-ordination with product, BSG & IT Teams.10. Managing the Process Gap Analysis, Process Improvement, Process Documentation, SR Analysis & Closure of SR’s within TAT.11. Administering levy of various manual charges which have yet not moved to TBMS & assisting the TBMS, product & BSG Team in automating these charges in TBMS.12. Serving as a part of BRD discussion of TBMS for providing inputs from operation side for automating various manual activities of charging & Master Maintenance to TBMS. Show less

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  Vodafone

  Oct 2014 - Sept 2016

  Deputy Manager Credits N Collections

  Strategic & Developmental:1. To assist Credit head while finalizing any policy / schemes related to Credit verification, credit Limit, credit barring & fraud control.2. To suggest ways and means to automate the current manual processes for better utilization of time and manpower.3. To ensure that the team is well updated on new processes and changes in policies.4. To provide inputs to IT projects team on new system implantation/enhancement and conduct UAT.Operational:1. Responsible for handling a 5 member team and ensuring completion of Credit verification/ welcome visit within TAT for AP&T.2. To ensure that all credit verification/welcome visit processes are in compliance with NCP policy and circle credit policy.3. Supervising the daily operations of zonal credit lead & maintain co-operative relationships between all stakeholders including Zonal/ Circle Sales and other cross functional team.4. Monitoring negative verification trend & ensure that NCV is maintained within specified limits.5. Ensure least complaints on verification process/credit process & maintain 98% CSAT.6. Identification of fraud at the first instance and highlighting the same and acting as a catalyst to prevent revenue leakage.7. Welcome visit cost optimization.8.. To achieve 0-6 months bad debt target and collection target of 98%.Projects1.. Implementation of Paperless verification by implementing handheld for credit verification2. Reduction in Activation TAT for Post-paid TAT3. Reduction in NCV barring and NCV rejections Show less

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  Reliance Jio Infocomm Ltd

  Oct 2016 - Feb 2024

  Manager - Refund Operations and Recharge Reconciliations

  Developmental Projects and Automation:1. Part of team for launch JioFiber business. Responsible for developing business need & testing for JioFiber refund and recharge reconciliation process.2. Co-ordinated with ISO Tops team for automating Refund operations using E-refund modes, Autopay & Prepaid Recharge reconciliation process.3. Development of Reports in Tableau for MIS Reporting & analyse business performance.Operations & Dispute Resolution:1. Managing & supervising day-to-day operations for timely processing of Refunds & Prepaid Recharge reconciliation to reduce customer and partner agent complains.2. Drafting policies, process SOPs, FAQ’s for Refund & Autopay operations for Postpaid, Prepaid and Enterprise customers.3. Exception monitoring for newly launched processes, manual processes till the time process/system stabilization using Tableau Reports to ensure minimal customer escalation.4. Dispute resolution & RCA for Refund complaints, Recharge Failure, Recharge Benefit/Voucher not assigned & AutoPay related issues from State, Chairman’s Escalations & customer service team.5. Coaching State / CSD teams regarding refund & autopay processes to enable 1st level complain resolution at State / CSD end.Achievements:1. Automation of JioFiber refund process for full terminated & inflight cancellation cases.2. Automation of prepaid recharge & Estel wallet reconciliation process reducing man hours.3. Improved Refund TAT of Prepaid customer to 15 mins from 4 hrs. 4. Improved Refund TAT Postpaid customers to 72 hrs from earlier 7-8 business days. Show less

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  Amazon

  Feb 2024 - now

  Program Manager-Billing Operations