Headline

Manager Operations | 14+ Years Experience in Loans Operations Ex-Cars24 ll Ex-Car Dekho ll Ex- HDFC Bank

About

Experienced Manager with 14+ years of proven success in operations management, loan processing, and customer service across the consumer finance industry. Adept at orchestrating end-to-end operations, driving process optimization, and achieving ambitious targets with high customer satisfaction. Skilled in credit assessment, policy development, external partnerships, and cross-functional collaboration. Proficient in generating insightful MIS reports, streamlining disbursal processes, and leading high-performing teams. Consistently recognized for exceptional performance, including prestigious awards like "Bahubali" and "Best Performer of the Quarter". Holds a B.Com. degree from Delhi University and is passionate about delivering operational excellence and enhancing customer experience in the consumer lending space. Key Accomplishments: Orchestrated 25% increase in operational efficiency and 100% compliance with regulations for education loans Managed 30% improvement in loan servicing and 100% adherence to lending laws and consumer protection Led 20% increase in loan disbursals and 15% improvement in customer satisfaction for pan-India operations Achieved 25% reduction in loan processing TAT and 30% increase in sales team efficiency Maintained 60% approval rate with 20% increase in approved loans through strong process efficiency Drove 30% increase in lead conversion rates and 15% improvement in customer satisfaction for auto loan telesales

Location

New Delhi

Work experience

Manager at CARS24, Feb 2025 - Present · 1 yr 5 mos, Gurugram, Haryana, India, • Managing end-to-end refinance operations at Cars24, handling cases outside internal portfolio and ensuring successful placement with external lenders. • Leading a 9-member team across login and disbursal functions, driving productivity, quality control, and adherence to turnaround timelines. • Oversaw 1,000+ refinance cases and ₹47+ Cr in disbursals, consistently maintaining monthly throughput of ₹4–6 Cr. • Streamlined partner coordination and internal workflows, improving approval rates, reducing delays, and enhancing overall operational efficiency.

Senior Manager-Operations || Study Abroad at Credenc.com, Nov 2021 - May 2024 · 2 yrs 7 mos, Gurugram, Haryana, India, • Orchestrated the development and implementation of education loan policies, resulting in a 25% increase in operational efficiency and 100% compliance with relevant regulations. • Successfully managed external partnerships, leading to a 30% improvement in loan servicing and maintaining 100% adherence to lending laws and consumer protection. • Led and developed a team of Loan Managers to deliver excellent customer service and aligned Education Loan operations with overall business objectives through cross-functional collaboration.

Manager - Consumer Finance - Used Car Loans at CARS24, Apr 2019 - Oct 2021 · 2 yrs 7 mos, Delhi, Delhi, India, • Facilitated end-to-end pan-India loan disbursal operations, resulting in a 20% increase in loan disbursals and a 15% improvement in customer satisfaction ratings. • Led team efforts to enhance loan processing Turnaround Time (TAT), leading to a 25% reduction in processing time and a 30% increase in sales team support efficiency. • Collaborated effectively with the Sales team, resulting in a 40% improvement in task completion efficiency, including inspections, quality checks, and credit approvals. • Maintained strict compliance with lending laws and regulations, consistently exceeding targets by 10% and fostering collaboration across all organizational levels.

Assistant Manager-Consumer Finance at CarDekho, May 2018 - Mar 2019 · 11 mos, Gurgaon, India, • Managed end-to-end pan-India loan disbursal operations, resulting in a 20% increase in loan disbursals and a 15% improvement in customer satisfaction ratings. • Led team efforts to enhance loan processing Turnaround Time (TAT), leading to a 25% reduction in processing time and a 30% increase in sales team support efficiency. • Collaborated effectively with the Sales team, resulting in a 40% improvement in task completion efficiency, including inspections, quality checks, and credit approvals.

Loan Operation Manager at CarDekho, May 2017 - May 2018 · 1 yr 1 mo, Patel Nagar, Delhi, • Spearheaded end-to-end processing of used car loans from channel partners, driving operational excellence and achieving a 25% reduction in processing time. • Maintained a high 60% approval rate from login to approval, showcasing strong attention to detail and process efficiency that resulted in a 20% increase in approved loans. • Utilized cross-selling techniques to enhance customer experience and generate additional revenue through insurance products, resulting in a 30% increase in insurance sales and effectively managing all stakeholders involved in the loan processing cycle.

TEAM LEADER-CALL CENTER (USED CAR LOANS) at CarDekho, Dec 2015 - May 2017 · 1 yr 6 mos, Gurgaon, India, • Demonstrated effective leadership and strategic thinking in overseeing business generated from portal leads, resulting in a 25% increase in lead conversion rates and a 15% improvement in customer satisfaction. • Managed lead allocation and pickup to optimize resource utilization, ensuring seamless coordination among team members and achieving a 20% reduction in lead response time. • Consistently achieved monthly targets with high customer satisfaction, showcasing exceptional sales acumen and customer service skills that exceeded targets by 10% and maintained a customer satisfaction rating of 90%. • Monitored outbound call quality standards with meticulous attention to detail, addressing customer queries and maintaining various MIS/trackers on daily basis, resulting in a 30% improvement in call quality and a 25% reduction in customer complaints.

Assistant Manager-Telesales-Auto Loans at HDFC BANK LTD, Aug 2010 - Sep 2015 · 5 yrs 2 mos, New Delhi, • Led auto loan lead generation through various channels, including phone banking and web portals, resulting in a 30% increase in lead conversion rates and a 20% growth in auto loan sales. • Streamlined lead allocation and pickup with high efficiency and accuracy, achieving a 25% reduction in lead response time and a 15% improvement in lead conversion efficiency. • Maintained comprehensive MIS/trackers across multiple locations, enabling data-driven decision-making that led to a 20% increase in operational efficiency and a 10% reduction in processing time. • Successfully managed a project with Ford India for increased sales and customer engagement, resulting in a 15% growth in auto loan disbursements and a 25% improvement in customer satisfaction ratings.

Education

Bachelor of Commerce - BCom, Commerce, Delhi University

12th, Commerce, Central Board of Secondary Education