Vibha Sarin Prabhakar Email & Phone Number

Gurugram, Hr, In

Delhi, Delhi, In

Leading Stakeholder Engagement & Retention (CX); Demand Generation; Marketing & Communication initiatives for all Brands & Segments across 120+ Automalls in India.

Mumbai, Maharashtra, In

Collaborating with the Founders of this Start-up as a core contributor in establishing the company’s client base, market presence and brand value to obtain the advanced level of funds from VCs/ Investors both at national and global level.As Chief Business Officer, working in eJOHRI, I act as a focal point of contact in conducting extensive analytics & reporting, performance metrics, budget management, and forecasting. Further, I handle all aspects of market penetration, competitor analysis, and branding to identify new business prospects and target audiences. In addition, my role has been to scale up the company revenue by recognizing new business opportunities as well as delivering growth agenda. Further,my responsibility is to certify the overall success of a business entity by making top-level managerial decisions, stakeholder management, resourcing, and planning.

New Delhi, Delhi, In

As Chief Operating Officer, Retail OPS, Risk Culture & Digital Transformation working for MMTC-PAMP India Private Limited, my role has been to handle B2C business transformation functions, implement digital outreach strategies, leverage partner capabilities, and develop digital marketing Initiatives with Amazon, Flipkart, Novopay etc. to re-direct service value proposition.Owned full P&L management for 15 Retail stores across India in line with the planned location & business development strategy to expand company’s Retail PAN India and by conducting business Phygitally (Physical + Digital Hybrid Business Model).Additionally, I had increased company’s efficiency through technology upgrades & process improvements by collaborating with technology teams to develop systems, share point sites, design enhancements, internal controls, business continuity planning, and more. I had planned and enforced departmental policies & procedures by leading digital marketing activities through conferring with Board Members, organization officials (HR, Risk, Audit, Admin, Finance etc.) as necessary for overall organisational development & effectiveness.

Edinburgh, Scotland, Gb

As a Vice President–Head of Performance & Capability for Risk Hub India, Royal Bank of Scotland, my role has been to establish the CAO/Business Management function with an aim to create “Culture of Excellence”, monitor and report day-to-day operations to identify inefficiencies and keep progress aligned with the RBS’s vision. Meanwhile, I have handled talent management processes ensuring recruitment, training, and performance management efforts to ensure that they are aligned with the mission, strategy, and operational objectives of the organization. In addition, I have been recognized for being a leading performer and received sponsorship for business courses at Wharton focusing on leadership aspects, developing Business Transformation strategies, and executing them. Further, my responsibility has been to certify flawless operations in strict adherence to ISO, Information Security, Operational & Conduct Risk, Fraud Prevention, and Group policy framework and policies.

Edinburgh, Scotland, Gb

Led Strategic initiatives like BU Integration, attrition management, CSAT drives, Cost save initiatives, Lean/ Efficiency initiatives. Executed change management procedure to manage and plan pipeline for the entire unit as per agreement with the stakeholders.★★ KEY ACCOMPLISHMENTS ★★► Successfully managed Projects (RBS takeover of ABNAMRO) and Transitions to India at the organisational level. Oversaw additional responsibility to Lead Projects, Migrations and Change along with Core Management Team members. ► Implemented a Customer Satisfaction Survey mechanism for all ABN AMRO Operations and assisted in replicating the model in other business units.► Key Member in Org Level Project with HR leading to the Aon Hewitt Best Employer in India► Successfully accredited on internal Leadership certifications (Future Leaders Program& Leading Leaders Program).

Amsterdam, Nl

Hired to establish the pan- India - preferred banking segment in the Bank by Phone unit of ABN AMRO Bank. Managed delivery on SLAs/ KPIs by constant headcount rationalization as per fore-casting for optimum utilization of resources. ★★ KEY ACCOMPLISHMENTS ★★► Headed the Credit Cards & Van Gogh Preferred Banking Operations - Inbound Customer Service & Back-end Operations. Achieved highest ever Employee engagement scores & CSAT Score by any channel of the Bank – PAN India► Ensured the lowest attrition levels across all units across RBS Asia Pacific Region in 2008 and 2009.► Successfully implemented flex operations & 5 day working (6 Non-voice/ Back-end processes amalgamated with Voice processes) to optimize capacity in Contact Centre during non-peak volume window.► Conducted Feasibility study at ABN AMRO Bank - Dubai to evaluate migration of Voice processes to India

Mumbai , Maharashtra, In

Headed the challenging Escalations and Customer Retention unit for the General Banking as well as the Credit Cards Business★★ KEY ACCOMPLISHMENTS ★★► Successfully ensured all escalations were resolved with a satisfactory outcome within 24-48 hours and reduced ageing complaints drastically by almost 50% as compared to the previous year at ICICI Bank. ► Introduced performance-based incentive program for the staff to improve employee engagement, morale and performance► Oversaw relationship management of capital Line clients by capturing EVOC, Co-ordinated rostering (Blue Pumpkin), MIS reporting & information flow with various business functions (Promotions/ Retention / Authorization & Operations).

Boston, Ma, Us

Senior Executive Program

Accelerated Development Program, Strategic Thinking & Leadership; Leading People In The Organisation; Executing Strategies For Growth

Leading Digital Business Transformation, Digital Technology For Business

Leading Digital Marketing Strategy Program

Bachelor Of Arts - Ba, Economics Hons