Shashank Saxena

Operations Manager – Operations Department Led comprehensive loan operations encompassing disbursement, documentation, and regulatory compliance, ensuring alignment with RBI and industry standards. Designed and executed strategic SOPs to boost cross-functional collaboration and operational transparency. Directed recruitment, onboarding, and training of staff to enhance team productivity and accuracy. Optimized internal communications and performance tracking, elevating departmental efficiency by 20%. Conducted root cause analyses to identify and resolve operational bottlenecks, driving continual process improvements and operational excellence.

Assistant Manager – Operations Led a team of 2 FTEs overseeing repayment operations, mandate registration, and coordination with banks and vendors. Streamlined workflows by implementing automation for billing, invoicing, and reconciliation, boosting efficiency. Developed and maintained SOPs and departmental policies aligned with business objectives and regulatory compliance. Enhanced repayment success through the introduction of additional digital payment channels. Conducted training programs for internal stakeholders to standardize processes and ensure adherence to compliance standards. Proven ability to drive operational excellence and deliver impactful results.

Senior Operation Executive – Operations Department Led initiatives that elevated customer satisfaction from 72% to 94% by proactively resolving payment and invoice disputes. Implemented targeted process improvements and customer education programs, reducing incoming service queries by 75%. Ensured 98% SLA compliance through real-time resolution of high-volume disputes. Managed escalations, feedback mechanisms, and service-level reporting while supervising team performance. Conducted regular performance reviews and one-on-one coaching to sustain high team engagement and operational excellence.

Senior Benefit Claim Adjudicator – Operations Responsible for accurate adjudication of benefit claims under ERISAEdge and AgBiz plans, ensuring compliance with HFS, FCAL, and UAFP policies. Verified eligibility and reimbursement data utilizing internal systems, including MyTASC, Filebound, and Alchemy. Collaborated on cross-training initiatives to enhance team proficiency across multiple benefit processing verticals. Maintained thorough documentation and adherence to regulatory standards, contributing to efficient claims processing and risk mitigation within the operations department.