Chitralekha Banerjee
Mississauga,ON
Summary
Over 12 years of experience in analytics, product management, strategic consulting, and product design in the financial sector. Possess a comprehensive skill set with expertise in the credit card business and credit bureau. In-depth knowledge of these areas allows for leveraging data-driven insights to consistently deliver proven results that drive business growth and development. Proficiency in providing analytical solutions enables effective tackling of critical business problems.
Overview
15
15
years of professional experience
Work History
Senior Solution Consultant
Transunion Canada
03.2022 - Current
- Serve as a subject-matter expert, proactively working with key clients and supporting Sales team to drive business opportunities for products and analytics services.
- Provide senior leadership with valuable industry/market and customer driven insight to inform long-term growth strategy.
- Created and delivered pitch decks, case studies, detailed reviews of clients' portfolios, research, and produced cost-benefit analysis.
- Led proposal development by transforming client requirements into consultative solutions that tie to clients' needs for business growth, risk selection, identity management, and marketing.
- Engaged with resources across other TransUnion business units and functional areas in support of new product assessment and development efforts while closely working with legal, compliance, finance, Data Science, and IT.
- Presented at executive meetings and other speaking engagements showcasing Transunion’s business and product expertise to help drive customer’s business.
Manager, Loss Mitigation
Capital One Canada
08.2021 - 03.2022
- Liaise across Law Firms to resolve conflicts and develop mutually beneficial relationships between them and the business.
- Monitor service levels and performance of the law firms within the legal network.
- Manage risk issues, events and controls related to legal recoveries process.
- Responsible for managing strategy and contract renewals in accordance with the company’s policies, legislation, and regulatory requirements.
- Engage and work with the Receivable Management Association (RMA) to provide insights to the in-house strategy for collections and recoveries.
AVP, Product Management
TransUnion
05.2019 - 02.2021
- Designed analytical solutions based on Credit Bureau data to help member banks make decisions specifically targeting new acquisition, customer engagement and risk management.
- Worked closely with sales team and business partners to successfully deliver custom solutions to Financial Institutions based on their specific business needs and strategy.
- Engaged with clients to increase absorption and penetration of Credit Information Report (CIR).
- Presented market and trend analysis to Member Banks to influence decisions regarding acquisitions and recovery, focusing on changing regulatory guidelines especially during the pandemic.
- Acted as an SME for the Bureau data solutions and provided training to the sales team to drive client discussions and engagement.
- Launched 'Find Good Fund Good' campaign based on additional Risk separation attributes to help our clients drive higher conversions with reduced bad rates.
- Managed third party vendor engagement to successfully productionize credit & risk related tableau dashboards for our Member Banks.
- Leveraged client feedback to iteratively drive continuous solution improvements through data validations and ensuring effective product performance.
Analytical Consultant
Wells Fargo
10.2018 - 05.2019
- Collaborated with sales and business partners to successfully manage and drive the Small Business strategy.
- Developed and implemented agent performance scorecard using analytical tools like SAS, SQL and Power BI to monitor small business penetration.
- Identified trends and meaningful insights and recommended analytical solutions to mitigate risk and drive customer interactions.
Senior Business Analyst, US Cards
Capital One
01.2015 - 02.2017
- Designed and created proprietary 'Customer 360' dashboard – an analytical tool capturing voice of customers across various channels like social media, email and voice onto a unified platform.
- Helped launch digital servicing tools which led to cost reductions due to decrease in call volumes.
- Developed text mining models to improve Net Promoter Score (NPS) by capturing customer sentiments during servicing calls.
- Analysed tier1, tier2 and tier3 complaints to identify common themes and patterns of customer dissatisfaction and implemented policy changes in payments and rewards structure basis the findings.
- Coordinated between operations and IT to create a unified servicing platform for all the partners (PLCC and Cobrand) to achieve higher efficiency and greater agent satisfaction.
- Led a team of associates for supporting the Capital One fraud prevention business, outsourced to Infosys and Mphasis contact centres.
- Conducted weekly and monthly business reviews with vendors and internal stakeholders to enhance productivity, business process improvements and maintain SLAs.
- Designed and implemented new agent framework, focussed on fraud trends which led to an increase in fraud interception by 20%.
- Leveraged Robotic Process Automation (RPA) to improve business processes and reduce servicing costs.
- Drove supplier performance, ensuring vendor compliance to all contractual terms (SLAs), corporate policies and industry legislations.
- Conducted compliance audits at the vendor’s site to ensure regulatory compliance to reduce operational risks.
- Completely overhauled reporting processes used by vendors, leveraging visualization tools like Tableau and Power BI.
Business Analyst, US Cards
Capital One
03.2012 - 12.2014
- Responsible for management of risk models across the entire customer life cycle – acquisition, portfolio management and collections.
- Created validation process of newly built statistical models for the Retail Services portfolio of HSBC / Capital One.
- Analysed Credit Card policies related to rewards and benefits.
- Worked extensively on SCRA controls to abide by the OCC guidelines.
- Analysed and implemented min pay change as part of special financing plans, Same As Cash(SAC) to promote better customer experience.
Business Analyst
Ogilvy & Mather
10.2010 - 03.2012
- Created customer segmentation scheme to help formulate promotional offers and marketing campaigns for food and retail chains – resulting in a significant increase in response rate.
- Researched and co-authored report on 'Market Basket Analysis' to determine effective ways of product management.
- Collaborated with management in the planning and implementation of media campaigns.
Education
Master of Science - Economics, Specialization in Econometrics
Calcutta University
IndiaSkills
- Agile project management
- Gathering customer insights
- Data-driven marketing analysis
- Supplier relationship management
- Strategic product road-mapping
- Data-driven business analysis
- Market analysis and gap assessment
- PowerPoint content development
- Cross-functional team leadership
- Data analysis expertise
- SQL database management
- Power BI reporting
Hobbies and Interests
- Served as the VPPR for the TransUnion Toastmasters Club
- Actively participated in club level competitions and backed prizes in Table Topics and Prepared Speech section
- Core member of the Women's Network
Timeline
Senior Solution Consultant
Transunion Canada
03.2022 - Current
Manager, Loss Mitigation
Capital One Canada
08.2021 - 03.2022
AVP, Product Management
TransUnion
05.2019 - 02.2021
Analytical Consultant
Wells Fargo
10.2018 - 05.2019
Senior Business Analyst, US Cards
Capital One
01.2015 - 02.2017
Business Analyst, US Cards
Capital One
03.2012 - 12.2014
Business Analyst
Ogilvy & Mather
10.2010 - 03.2012
Master of Science - Economics, Specialization in Econometrics
Calcutta University
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