Sreekanth PV

Experience

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  Standard Chartered

  Jan 2003 - Jan 2005

  Senior Officer- Credit Cards (Underwriting)

  Started my career as a Credit Underwriting Manager at the Standard Chartered Bank, where I managed pan India underwriting for credit cards and smart credit. I piloted innovations that significantly changed the style of operations in the credit cards and smart credit unit, such as introducing automated decisioning, risk-based pricing, and digital verification. I was part of the team that launched new card and loan variants - Manhattan Cards & Smart Credit, which offered customers flexible and customized credit options. I was responsible for ensuring the quality and profitability of the credit card and smart credit portfolio, complying with regulatory standards, and enhancing customer experience. Show less

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  GE Capital

  Jan 2005 - Jan 2006

  Area Credit Manager

  I was a Credit Manager with GE Money, where I handled credit underwriting and disbursement for mortgage loan applications for Bangalore and Mangalore locations. I was responsible for assessing the creditworthiness and repayment capacity of the loan applicants, verifying their income, property, and other documents, and approving or rejecting the loan requests based on the Bank’s policies and guidelines. I also ensured the timely and accurate disbursement of the approved loan amounts to the customers, maintaining proper records and documentation. I was involved in managing the credit risk, portfolio quality, and customer satisfaction of the mortgage loan business. Show less

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  HSBC

  Jan 2006 - Jan 2007

  Assistant Manager

  As Vendor and Valuation Manager at the Bank, where I managed external vendors including valuers, lawyers and verification agencies with total staff strength of more than 300 personnel. I managed the pre-credit appraisal and implemented the technical valuation procedure for the Bank, ensuring the accuracy and reliability of the property valuation reports. I also essayed a key role in drafting and implementing the agency training procedure for the Bank, enhancing the skills and knowledge of the external vendors and ensuring compliance with the Bank’s standards and policies. I was responsible for overseeing the quality and timeliness of the vendor services, resolving any issues or disputes, and maintaining good relationships with them. Show less

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  AIG

  Dec 2007 - Dec 2009

  Manager- Risk Policy

  Worked as the Mortgage Risk Manager at AIG, reporting to the Head of Risk. I was in charge of handling the Mortgage Risk unit, which involved designing and setting up of lending system, Risk and Underwriting Policy formulation, Portfolio Performance monitoring, Portfolio Risk Review and Team management. I was responsible for ensuring the quality and profitability of the mortgage portfolio, identifying and mitigating potential risks, and complying with regulatory standards. I also led and supervised a team of risk analysts, underwriters, and auditors, providing them with guidance and feedback. I was involved in strategic decision-making and reporting to senior management on the performance and outlook of the mortgage business. Show less

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  Indian School Finance Company Private Limited

  Dec 2009 - Oct 2010

  Branch Manager and Risk Head

  I was the Branch Manager at Bangalore, where I set up the branch and managed business operations right from hiring team to roll out of product in the market. I was also one of the three members of credit committee for the company, where I evaluated and approved loan applications based on creditworthiness and risk assessment. I was responsible for overseeing the branch performance, ensuring customer satisfaction, and maintaining compliance with regulatory standards.

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  Bajaj Finserv

  Oct 2010 - now

  I lead the digital transformation of Bajaj Finance’s mobile app, a platform that offers a range of financial services and products to over 40 million users. I use my expertise in design, work flow, integration, testing, and platform management to deliver customer-centric solutions that meet regulatory norms and business objectives. I also collaborate with cross-functional teams, senior management, and IT to ensure seamless execution of projects within defined timelines. Additionally, I monitor and optimize the app performance, user experience, and data analytics to drive further enhancements and growth.• As App Platform Manager, leads setup and management of Overall App which comprises of 43 business lines, Payments Stack, Rewards Capability and 4 integrated marketplaces (Electronics & Lifestyle, Investment, Insurance and Vehicle). Have created strong positive growth in App platform metrics in the last 2 years, driving net user growth to 4 Crores. Boosted app score at 4.6, MAU to 20M, and app traffic 150M. Achieved organic success of App rating with no seeding Show less Led the successful launch of Robotic Process Automation (RPA) at BFL, driving operational efficiency and process automation. I also redesigned the Service Customer Relationship Management (CRM) system, improving customer satisfaction and streamlining service operations with digital interventions. I implemented CKYC (Central Know Your Customer) solution, ensuring compliance and digitizing customer onboarding experience. I also reengineered business and operations processes with journey digitization across Consumer, SME & Wealth Management verticals. I implemented lending systems from scratch including LOS and LMS and managed end-to-end set-up, operationalizing and run of Customer CRM. I increased annual NPS from 40 to 51 during basis interventions. I played a key role in deploying RPA with OCR and ML, automating 40% of email volumes and reducing 130+ resources through core operations automation. I introduced ML models to analyze propensity to escalate, sentiment-based response, and hourly volume forecast. I successfully attained a 48-hour reduction in email response turnaround time, with 66% of volumes responded to within one hour. I pioneered service-dedicated branches featuring facial recognition tokens for enhanced customer service experience. Show less Oversaw and managed the Mortgages Product Vertical, achieving financial targets and ensuring profitable operations. I also led successful geographic expansion and rollout of new products, such as Financial Fitness Report and Credit Health Report, that provided customers with valuable insights into their financial health and credit score. I also effectively transitioned the Mortgages Business to a Direct-to-Customer Model, leveraging internal franchise resources and maximizing customer reach. I used my product management skills, market knowledge, and customer feedback to design and deliver innovative and competitive mortgage solutions. Show less I launched CRM and Customer One View system, enhancing customer experience and streamlining data management. I managed voice and non-voice service back-offices, ensuring efficient and high-quality customer support. I implemented insurance tele-binding and service-to-sales framework, boosting revenue generation and customer satisfaction. I recorded 25% year-on-year growth by introducing & executing a Service to Sales (S2S) structure. I consistently achieved high customer satisfaction with a 92% FTR rate, over 95% email response rate, and 80% overall resolution within 48 hours. I attained 40% increase in FTR basis customer portal implementation. Show less I was Product Lead at Bajaj Finance, where I conceptualized & successfully delivered Flexi Loans, an innovative offering in the lending industry. This pioneering product has become the flagship offering of Bajaj Finance and eventually played a crucial role in resolving portfolio challenges during the COVID-19 pandemic. I also led end-to-end mortgage process reengineering to optimize operations and efficiency. I managed portfolio monitoring and provided strategic pricing recommendations, driving improved profitability and competitiveness. Show less

  • Chief - Bajaj Finserv App (2019)

    Dec 2019 - now

  • Senior Head - Operations

    Feb 2017 - Dec 2019

  • National Head - SME Products

    Dec 2014 - Feb 2017

  • Senior Manager - Customer Experience

    Oct 2012 - Dec 2014

  • Product Manager- Mortgage Projects

    Oct 2010 - Oct 2012