Operations ManagementManaging risk, provide consultation services like measurement and control of risk and improve the practices and consistency of the organization.Program design and development based on risk evolution, preparing in house audits and reports, and ensure implementation of the risk mitigation plan. Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.Handling customer service inclusive of implementing short / long term plans; coordinating with team with focus service delivery metrics.Monitoring the overall functioning of process, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.Preparing MIS reports & other statements with a view to apprise management and assisting in critical decision-making process.Client Relationship ManagementBuilding and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms.Enhancing customer satisfaction matrices and ensuring speedy resolution of queries & grievances.Assessing customer feedback, evaluating areas of improvements & providing critical feedback; Operational Risk – Service Quality Management – CB India

Responsible for handling Consumer Forum cases filed against the bank, Cases that got escalated to regulators ( RBI & BO), Police case and legal notice Responsible for maintaining the unit’s inflow and outflow and preparing the key KPIs of the unit. Track the details of various correspondences (Snail mails, E-mail and Net Banking) and to publish various MIS to relevant stake holders.