Identify and Resolve Discrepancies (03-02-2025): Extract data from Smartdash to identify cases stuck in incorrect statuses. Highlight discrepancies in a weekly report and share with business heads to drive accountability. Implement a Structured Communication Plan (03-02-2025): Send daily email reminders to teams with a summary of pending cases under their bucket. Clearly state actions required by each team (e.g., Sales team to resubmit pending documents, Credit team to update approved cases, Operations team to clear post-sanction documents).. each of it is described in detailed manner in the later stage of the document Escalation Matrix: Escalate cases pending beyond a set threshold (3 days) to senior management. Enforce Process Adherence: Restrict Parallel Processing (06-02-2025): Prevent the Credit team from processing cases unless the Sales team has updated the required documents in Smartdash. Define SLAs for Each Stage: Set clear SLAs for each team to act on pending cases and monitor compliance. Training & Awareness (05-02-2025): Conduct training sessions to educate teams on using smartdash and its importance Continuous Monitoring & Feedback Loop: Conduct weekly reviews with each team(Sales, KYC, Credit, Operations) to assess improvement in adoption. Gather feedback from teams on pain points and address them in upcoming system enhancements. Regularly refine the process based on insights gained from adoption trends.
Steps to be followed to ensure clear actions are taken by the various teams:
For Secondary Cases:
Compare Credit MIS and Smartdash to find applications where there is discrepancy in status A case moves from onboarding → KYC Maker → KYC Checker → Credit → Operations PSD → R2D Cases which are rejected in actual, mark them as rejected Raise the list of cases to Sales team which are stuck in Awaiting additional docs in Smartdash but have moved ahead in Credit MIS Send an email of such cases to sales team Instruct them to upload correct documents and details in system as mentioned by the KYC team by multiple follow-ups if required Remove any blockers by reaching out to tech support for example if they are not able to proceed any case due to any system bugs Raise the list of cases to KYC team which are stuck in KYC initiated/ KYC Documents received but have moved ahead in Credit MIS Send an email of such cases to KYC team Instruct them to check the documents and provide approvals/ rejection Remove any blockers by reaching out to tech support for example if they are not able to proceed any case due to any system bugs Raise the list of cases to Credit team which are stuck in Credit Initiated/ Credit Pending with lender/ In-principal sanction but have moved ahead in Credit MIS Send an email of such cases to credit team Instruct them to complete the credit approvals/ rejection Ensure that the subjectivities are properly added if pending and resolved on a timely basis and updated in smartdash Ensure that the PSD conditions are properly specified for that case so that sales/ operations can add PSD documents Remove any blockers by reaching out to tech support for example if they are not able to proceed any case due to any system bugs Raise the list of cases to Operations team which are stuck in Operations PSD/ PDD/ PSD Checkerbut have moved ahead in Credit MIS Send an email of such cases to operations team Instruct them to add PSD documents and provide the PSD approvals/ rejection Once PSD checker approves, ensure that the case is in R2D Remove any blockers by reaching out to tech support for example if they are not able to proceed any case due to any system bugs Raise the list of cases to sales team in order to ensure that PSD documents are ready for the cases which are in in-principal sanction Send a separate email of such cases to sales team Instruct them to add PSD documents in smartdash by going to Call centre checks tab Remove any blockers by reaching out to tech support for example if they are not able to proceed any case due to any system bugs
For Primary Cases:
Setup a discussion with Sapna to ensure that all the required programs are added in the system Instruct the sales team to start onboarding these cases in smartdash Instruct KYC Maker team to just approve the documents so that it move ahead in system for capturing credit limits Credit team to just input the credit limits of such cases once a week
For Business Loan/ LAP Cases:
Setup a discussion with Manish to ensure that all the required programs are added in the system Instruct the sales team to start onboarding these cases in smartdash Instruct KYC Maker team to just approve the documents so that it move ahead in system for capturing credit limits Credit team to just input the credit limits of such cases once a week
