Anil Patro

• Leading High-Performance team of 10 members
• Empowered Operation team through cross training functionalities to achieve optimum results.
• Elevated daily Agent operations to consistently meet Operational KPIs and SLAs.
• Driven Sales revenue through creating new Retention team, leading to increased frequency of Agents Sale by 40%
• Responsible for creating Annual Business Strategy for Agents Department
• Overseeing operational activities including Budgeting, Manpower Planning, Forecasting, Target Setting, Performance Management & Reporting
• Drafting Policies & Procedures to support Business Development Team in achieving their KPI targets
• Responsible for Automation, Digitization, Process Improvements and System Enhancements aiming to remove bottlenecks & non in order to optimize day to day Business Operations
• Analyzed operations data to identify process gaps and successfully implement change.
• Liaising with internal Heads of various departments to calibrate and review Agreed Vs Actual SLA metrics
• Providing support to Sales Heads with reports, analytics & insights on their respective teams performance through Monthly, Quarterly & Yearly Sales Reviews
• Monitored and reviewed operational performance, aiding improved business strategy to maximize productivity.
• Actively dedicate time towards Corporate Social Responsibility (CSR)

• Responsible for Inventory Management in system in liaison with Business Planning team.

• Have conducted End to End testing of Booking Portal to ensure Booking Form & SPA contains accurate unit details prior to new launches

• Assisted Development Team in Pricing Exercise by providing historical sales details.

• Coordinated with IT and Sales Operations team to resolve issues related to Booking Forms & SPA.

• Managed Cancelled/ Terminated units by reviewing Price/ DLD/ Payment Plan and releasing it back to Inventory.

• Was responsible for generating hourly Sales updates for Chief Commercial Officer (CCO) during launch

• Prepared Daily Inventory, Sales reports and YTD Sales Dashboard for Senior Management with 100% accuracy.

Project Lead for Salesforce CRM Project

• Initiated Salesforce Project in District One to cut across manual work and streamline departments into one platform.
• Managed requirement gathering from departments across Organization in close coordination with IT team,
• Performed Market Analysis on CRM systems. Competitors Analysis. Technical Feasibility Study. SWOT Analysis, Cost-benefit Analysis and presented to Management for decision-making.
• Shortlisted Vendors. Preparing Project Timelines & setting up Milestones. Preparing Data Migration Plan
• Customized development and modules for Broker Management, Lead Management, Marketing, Sales and Tele-sales.
• Presentation weekly updates to Board Members on Project Progress.

Leads Management: Setup of Lead Management Team process map on Lead flow (Lead Generation to Conversion)

• Setting up lead allocation mechanism (Tele Calling team/ Sales Team) and Implementation of Turn Around Time (TAT) for processing leads. Prepare Service Level Agreements with Digital Marketing/ Tele Calling/ Sales Team.
• Regular Root Cause Analysis of Dis-qualified Leads on Bucket level. Introduce Nurturing Queue for qualified prospects. Continuous Process improvements on new and existing process (Web forms/ Acknowledgement email/ Enhancing customer experience, etc.). MIS reports & Analysis on Lead Status/ Lead Allocation/ Lead Quality.

Tele-calling Process: Setup of Tele calling team to service leads

• Created SOP, policies, action plans and Business Continuity to ensure process is complying. (Data Protection/ Availability)
• Implemented new Dialer for team to contact leads and update status based on call outcome
• Provide regular trainings with related to product/ launches/ new offers & promotions. Conduct regular Process Knowledge Tests to ensure Tele-callers are up to date. Set up KPI’s for Tele calling team (Number of Calls/ Average Handling Time/ Adherence to Checklist) Optimize efficiency by conducting call calibration once in 15 days to ensure team is on same page.
• Set up audit process to audit calls and provide appropriate feedback.

Digital Marketing Strategy: Identifying potential Markets and Channels for Digital Marketing Campaigns

• Created customized campaigns to target specific clientele. Worked closely with Marketing team to optimize digital channels for maximum lead generation
• Recommend management on digital spends based on extensive research and analysis of campaign effectiveness/ demographics/ lead quality/ advertisements/ etc.
• Introduced Facebook Lookalike campaign to acquire new prospects, using existing leads database. Work towards enhancing Outbound Channels (Email/ SMS/ Texts/ We-Chat/ etc.). Continuous Process improvements on new and existing marketing strategy
• Built up mechanism to tag sale based on source (Digital/ Stands/ Broker) to Lead.

• Responsible for providing Strategic Insights to top management on Pricing analysis, Sales analysis, Monthly sales forecast, Products portfolio analysis & Resource Utilization.
• Prepare root cause analysis, variance analysis Development – (Agents), Lead Management & Digital Marketing.
• Designed and implemented performance dashboards providing holistic insights into Agents Vs Direct performance, Top performing Agents, Geographies, Nationalities, Products, Typology & Ticket Size.
• Responsible for optimizing sales from Business Development team by strategizing new incentive policies for top performing agents and setting up of weekly target for Business Development Managers.

• Conduct enhanced Due Diligence on vendors/debtors (new or existing), proposed under Trade Finance & Supply Chain facilities. Make decisions in approving/ rejecting vendors/ debtors.
• To undertake specific exercises (ad-hoc investigations/ Forensic reviews) as stipulated by business/credit. Proactively identify opportunities of Process improvements in relation to Trade Finance & Supply Chain products and facilities and contribute to product development process in unison with Product managers.

• Preparation of Retail & SME loans Portfolio and analyzing data. Monthly preparation of credit analytics pack - Portfolio Review.
• Worked with Business Intelligence team to monitor portfolio’s performance and report to portfolio managers.
• Preparation of Manpower report, Cost allocation report and Incentive calculation report for Retail Banking Group.

• Led teams to achieve goals using process re-engineering techniques. Designed proposed solution including process, technology and policy changes. Managed 2 new migrations with 26 associates (Training, Processing, Feedbacks and Reporting). Completed trainings - Six Sigma, Lean, Information Protection, Risk and Compliance.
• Cross trained and led 4 teams (30 associates) on different sub process (Recovery, Claim Initiation, Chargebacks and Re-presentment). Process governance reviews in line with Risk Management framework.
• Partnered with operations business units and technology to assess and streamline processes in order to mitigate

Risk, reduce cost and improve efficiency.