Experience

• 

  Sutherland global services

  Jun 2006 - Aug 2008

  Executive

  • Worked as a caller for inbound calls, for a telecom company based in Canada• Supporting on customers telephonic issues by minimal trouble shooting and further raising tickets for resolution• Up selling company products according to customer need• Handling escalations/complaints on escalation desk as first level of escalation• Have been production advisor for new people on job

• 

  Standard chartered bank

  Oct 2008 - now

  • Responsible for handling cross selling and client service operations for Private banking, Priority Banking and Employee banking clients, delivering superior financial performance• Leading a specialized team of 25 members for effective client servicing and delivering financial solutions through cross-sell function and supervising the resolution within the defined TAT for Priority banking, employee banking and private banking clients• Leading the re-engineering project to enhance the customer experience and improve Business efficiency for Inbound UAE and take the continuous journey to COPC platform• Driving sales achievement for bank’s financial products like personal loan, credit card, loans on credit card, auto loan, mortgage loan and insurance• Tracking end to end fulfillment of the sales lead referred for a customer• Ensuring 100% team adherence on risk and compliance policies of the bank• Driving smooth stake holder relationship on daily/weekly and monthly interactions/updates and reviews• Driving performance for the team and ensuring target achievement month on month on both service and sales• Member of Core team in Share committee of RCC, which focuses on employee engagement • SPOC for managing senior management and social media escalations/complaints with Stakeholder• Member of Emergency Response Team to manage critical situation in RCC Chennai• Managing Attrition for the team with career enhancement within the organization• Member of core team on employee engagement team, which focuses on rewards, recognition and fun at work Show less • Handling Client Service Operation division of Mass Market segment and fulfil their financial needs and services• Have been handling a team of 15 members to carter the direct need of customer and meet the financial goal of the bank• Specialized in handling complaints received from the regulators (Central Bank of UAE)• Motivating the team to achieve high standards in the daily business and to flare on KPI’s• Established good working relationships with clients/stake holders• Identifying process gaps and working towards the development of the extant or new process• Identifying the risk (Financial/Reputational) mitigating and reporting the same Operational Risk Team• Organizing training workshops to improvise on process gaps and performance for the team• Exposure towards capacity planning to meet the daily SLA’s• Ensuring adherence to the quality metric as per the standards for enhanced customer experience and NPS• Ensure the reliability of the systems and applications on a BCP activity• Department Incharge – Representing Health and Safety team Show less

  • Senior Associate Director

    Dec 2022 - now

  • Senior Manager

    Mar 2020 - Mar 2023

  • Operations Manager - Priority & Complaint Resolution Unit

    Apr 2017 - Mar 2020

  • Assistant Manager

    Oct 2014 - Mar 2017

  • Team Leader

    Apr 2011 - Oct 2014

  • Senior Executive

    Oct 2008 - Mar 2011