Shirley James

Experience

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  ICICI Bank

  Apr 2007 - Apr 2015

  Deputy Manager - Customer Service (Team Leader)

  • Managed 8-10 member team size for Quality Audit, Grievance Handling, Projects and MIS• Work directly with process owners & functional stakeholders to drive process improvement projects within their areas of responsibilities.• Utilizing Six Sigma methodologies & diagramming tools for driving & tracking delivery of projects within defined timelines• Driving 100% quality audit for ensuring TAT/quality/reduction in QRCs & better CX • Conducting root cause analysis of QRCs and identify process gaps to improve customer experience (CX) & processes.• Grievance handling, investigation and redressal of customer complaints Show less

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  Axis Bank

  May 2015 - Sept 2015

  Deputy Manager - Customer Service

  Grievance handling, investigation and timely redressal of customer complaints.Conduct RCA & look for continuous process improvements to ensure better CX

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  L&T Finance

  Nov 2015 - Aug 2017

  Assistant Manager - Business Process Excellence

  • Liaising with functional stakeholders to identify and analyse business processes & conducting effective & efficient process reviews.• Conduct process mapping utilizing six sigma methodologies & diagramming tools w.r.t TAT, quality, risk etc• Ensure timely PAG approval & rollout of all processes.

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  HDFC Bank

  May 2021 - Aug 2022

  Manager - Process Audit

  • Scoping of the audit plan, process walkthrough & conducting physical or system audits to identify process gaps/process errors/process non-compliance• Prepare an audit report with the findings including observations/recommendations to take it up further for implementation• Collecting the stakeholders/management response & presenting the audit report in the management committee.

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  IDFC FIRST Bank

  Sept 2022 - Dec 2023

  Senior Manager - Digital Lending

  • Liaising with Fintech partners for QRC resolution, setting up regular cadence, identifying & mitigating process gaps to enhance CX between partner & bank along with Product Team• Liaising with Customer Service Teams through Mystery Audit, Floor Visits, NPS, QRCs for driving process improvement projects to mitigated process/CX related gaps having impact on FCR/Reduction in TAT/Reduction in QRCs• Drive On-boarding of new partners, process changes with Content Lab/Training Team• Drive identification & building of various DIY journeys for enhancing CX or reduction of QRCs • Preparing & presenting various CX insights for various business & CX reviews Show less

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  YES BANK

  -

  Assistant Vice President