NITIN MALIK Mobile: 9899088991

Email ID: [email protected]

Assistant Manager Address: Flat No, 13-14, Sector IInd E, Kamna, Janta Flats,
Vaishali, Ghaziabad-201010

As an aspiring Assistant Manager in Banking Operations, I am driven by a deep commitment to optimizing financial processes and maximizing
efficiency in high-stakes environments. With over a decade of experience in supply chain and operational management, I've honed my abilities in
transaction reconciliation, process audits, and strategic logistics planning. My career goal is to leverage my analytical acumen and leadership
capabilities to contribute to the operational excellence of a dynamic investment banking team, aligning my efforts with the firm's mission to deliver
top-tier financial services. I am eager to apply my expertise in streamlining operations, fostering robust financial systems, and driving innovative
solutions to complex operational challenges within the investment banking sector.

PROFESSIONAL SUMMARY
SOFT SKILLS
Over 10 years of progressive experience in operations management, specializing in supply chain Leadership
optimization and transaction reconciliation.
Problem-solving
Proficient in spearheading complex operational audits and ensuring compliance with financial
Teamwork
regulations and standards.
Demonstrated history of increasing operational efficiency by implementing process improvements Communication
and strategic resource allocation.
Adept at leading cross-functional teams to achieve objectives, exceeding key performance EDUCATION
indicators, and fostering a culture of continuous improvement. Graduation
Managed multimillion-dollar transactions and maintained stringent accuracy in billing B.Com (Pass) in Delhi
reconciliations and payment processing.
HOBBIES
WORK EXPERIENCE Strategic financial gaming,
Participating in investment clubs and
Assistant Manager forums
SBI Cards LTD Oct 2022 - Present
Managed daily reconciliation processes and led the audit of transaction files and digital payment
modes, while overseeing the outward remittance process.
Workdone:
Monitored and reconciled transactions for all inward and outward payments, as well as addressing mis-posting complaints
Audited various transaction files and digital payment modes for accuracy and compliance
Reconciled penny debit and credit transactions, coordinating with the billing team
Managed timely follow-ups on open items with process FPR for resolution
Ensured value and volume reconciliation of payments with bank statements
Risk aliments - Identify the duplicate transactions/multiple transaction and highlight to the management and process manager. Identify trends of
the issue causing expectations and conduct deep dives into technical issues to investigate and fix root causes. Raising proactive alert to
business and building ongoing MIS /checks on any abrupt payment trend.
MIS & Audit/Monitoring Reporting - Timely reporting of Audit MIS to stakeholders/Manager. Publishing Daily Remittance Dashboard with
Management to track metrics for all processes. Sharing and Analysing Monthly and Weekly Operations Review Slides with concern Team.
Achievements:
Streamlined the reconciliation process, resulting in a reduction of exception cases by 30%
Implemented an improved auditing system for transaction files, enhancing the accuracy by 25%

Assistant Manager (Supply Chain)

Pickrr Technology Pvt. Ltd Jul 2021 - Sep 2022
Led the supply chain operations for Delhivery Courier, managing escalations and enhancing seller and buyer experiences through proactive issue
resolution.
Workdone:
Oversaw Delhivery Courier forward operations and pick-up coordination
Addressed escalations from social media, internal, and external parties, ensuring first response within 3 hours and closure within 24-hour TAT
Monitored seller NPS and feedback, managing top client performance issues
Collaborated with courier partners to ensure smooth operational alignment
Tracked daily, weekly, and monthly performance metrics
Achievements:
Achieved a 20% improvement in seller NPS by streamlining the escalation process
Successfully reduced dispute resolution time by 50%, enhancing overall service delivery

Assistant Manager (Supply Chain)

Snapdeal Oct 2014 - Aug 2020
 Directed supply chain operations, fostering cross-functional team collaboration and managing escalated customer service issues for enhanced
quality assurance.
Workdone:
Managed first mile operations, including seller pickups, warehouse processing, and 3PL couriers' coordination
Optimized logistics costs and operational flow by planning vehicle and warehouse capacities
Implemented process improvements across warehouses to expedite shipment delivery
Collaborated with multiple internal teams to enhance the seller and buyer experience
Managed exceptions and tech issue resolutions in coordination with Uniware & Shipping teams
Handled escalated customer complaints and process automation initiatives

Achievements:
Promoted twice in recognition of exceptional performance in supply chain management
Recognized with 'Best Supply Chain Team Member of the Year 2016' award for outstanding contributions

Associate (SMG)
Videocon d2h Limited Nov 2009 - Sep 2014
Supervised subscriber management and written communication teams, ensuring high standards of customer service and inter-departmental
coordination.
Workdone:
Managed backend activities including activation, deactivation, retention, billing, and account management
Coordinated with teams for timely assignment of service requests and e-mail responses to customers
Acted as a mentor for the written communication team, guiding e-mail complaint resolution
Maintained inter-departmental coordination for technical implementation on software
Ensured closure of service requests within specified SLAs and handled top management escalated cases

Achievements:
Recognized for excellence in MIS creation and analysis with a 100% accuracy rate
Successfully managed escalated complaints, ensuring end-to-end resolution with high efficacy

Sr. Customer care executive

Seventymm Services Pvt. Ltd. Sep 2007 - Oct 2009
Led customer service initiatives, focusing on escalation resolution, training, and quality assurance, while driving collection efforts.

Workdone:
Managed customer database and achieved collection targets through out-calling
Resolved customer escalations with end-to-end resolution and coached new team members
Maintained highest scores in quality audits and created error-free MIS reports
Achievements:
Consistently achieved top collection targets, demonstrating superior performance in customer service and retention

Executive (Retention)
SIFY Ltd. Nov 2004 - Dec 2006
Managed retention and collection efforts, playing a pivotal role in customer relationship management and reporting.

Workdone:
Served as collection in-charge, liaising between the organization and customers
Produced monthly analysis reports on collection activities
Managed VIP customer escalations and ensured satisfactory resolution
Achieved highest collection targets within the organization
Coordinated between field executives and team members for efficient collections

Achievements:
Led the organization in collection targets, showcasing strong customer retention and revenue generation skills

PROJECTS
New Card Project - • Coordinating with internal and vendor team for new launched products /Card payment testing and Recon. • Customer
Awareness Plan to reduce Suspense cheque and reject payments transactions. • Planning and working to make process lean and BRD creation for
Automations of process

ACHIEVEMENTS
Successfully negotiated and implemented a streamlined process for top client issue resolution at Pickrr Technology, reducing dispute resolution
time by 50% and enhancing overall service quality.
Led the transformation of warehouse operations at Snapdeal, resulting in a 30% improvement in shipment delivery times and a significant boost
in customer satisfaction.

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