Jagyanlok Das
Ex-Pazcare | Ex-Zeta | Ex-Indusind Bank | Agentic AI| LLMs| RAG| Generative AI| AI Agents| Process Automaation| Contact Centre Management Leader|
Bengaluru
9+ years of work experience
Dec 20241 yr 10 mosPresent
Bengaluru, Karnataka, India
Dec 20241 yr 10 mosPresent
Overseen and delivered end-to-end management of the employee health insurance claims process across all insurer partners. Ensured smooth operations, adherence to SLAs, client satisfaction, and continuous process improvement. Led the claims support team, driven performance KPIs, and maintained compliance with Pazcare’s service standards and insurance regulations
May 20222 yrs 8 mosDec 2024
Bengaluru, Karnataka, India
May 20222 yrs 8 mosDec 2024
Driving a team of 30 members for Pixel credit card CS Operations. Primary SPOC for identification of process flows, functional gaps and report incidents and bugs on Jira defect management tool. Liaise with Product teams, Engineering teams, Platform teams, SRE team and QA team and respective HDFC bank teams for early resolution and closure of bugs. Escalate emails to cross functional teams and stakeholders for improvising solutions. Significantly enhanced team’s ability to handle merchant payments more effectively, reducing frequency of errors. Continued to foster strong communication and team building, knowledge sharing to members thereby regulating banking process. On a regular basis validate the SOP, suggest amendments for better enhancement features. Exceptionally met SLA requirements for each deliverable on behalf of CS team. Troubleshoot tech related issues on platforms such as Mo-engage and Kibana. Handled end to end PayZapp onboarding. Successfully helped HDFC bank in launching Pixel credit card in market. Regularise end to end service solutions of the product. Liaise regularly with HDFC service delivery stakeholders to provide process updates through meetings and workshops. Monitor MIS data on regular basis for improvement of process and meeting deadlines
Apr 20202 yrs 2 mosMay 2022
As Team Lead, driven team towards achieving bank’s financial growth and target on daily & monthly basis. People management with constant feedbacks and performance observations of each of the team members(Officers) to generate revenue for each fiscal. Constant observations of Officers with respect to Quality, Adherences and Cross selling products (various loans, health and accidental insurance products) to generate revenue to the Bank. Swift and pleasant relationship with all Officers to motivate them for achieving the banks revenue targets. Regular official meeting with senior management to have the root map to achieve the financial goals, being a bridge between the two layers of the bank operations for credit card contact centre to handle and resolve customer’s escalation at senior level. To process the service request raised for considering the reversals for the customers, of financial charges levied on credit cards, under Bank’s protocol and others SRs as per operational requirements.
Mar 20182 yrs 1 moMar 2020
As Customer Escalation Manager, handled escalation queries from customers to provide end to end resolution with deadline constrains. Liaise with different department, such like Products & Portfolio, Marketing, TRM, Branch, SDG(Technical), Underwriting, RCU, CDU, Revenue Services, Debt Management, IT Support, Legal, CIBIL, Cards Ops etc. with a proper case study to provide feedback and corrections on customer’s complaints. Rigorous and constant follow ups with the customer till resolution provided within dead line to keep the trust maintain to achieve the wider database of customers for the Bank.
Jul 20174 yrs 11 mosMay 2022
Chennai, Tamil Nadu, India
Jagyanlok’s AI Stack
Education
Master's Degree
Manonmaniam Sundaranar University
20132013
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