Nitay Chandra Sarker

Administration, Compliance, and Operations professional with 13+ years of progressive experience across the telecommunications and retail sectors in Bangladesh. Skilled in compliance monitoring, investigation management, HR administration, regulatory affairs, and MIS reporting within multi-branch, multi-stakeholder environments. Known for owning high-volume operations, leading investigations with rigorous root-cause analysis, and delivering reporting that drives management decision-making.

Currently expanding capabilities in data analytics through structured professional coursework. Seeking to bring cross-functional administration and compliance ownership to a bank, multinational, or corporate group environment.

Monitoring & Evaluation Officer — HR & Administration Department at Diamond World Limited (2018-12 – 2026-05)

Key Scope: 28+ Branches | 400+ Employees | ~100 Investigations/Month | 200–250 Complaint Reviews/Month

• Owned administration and compliance oversight across 28+ branches, ensuring consistent adherence to company SOPs and internal controls.
• Directed HR administrative support for 400+ employees, covering attendance, leave administration, employee records, and recruitment coordination.
• Led approximately 100 investigations per month into employee, customer, and operational issues, applying root-cause analysis to drive corrective action.
• Delivered MIS, compliance, and investigation reporting that gave management clear visibility into operational trends and follow-up actions; coordinated CCTV review and evidence collection to keep documentation audit-ready.
• Identified operational risks and control gaps, streamlining investigation workflows and case prioritization to support timely resolution and stronger reporting accuracy across branches.

Regulatory Affairs Executive at Banglalink Digital Communications Ltd. (2013-12 – 2018-12)

Key Scope: ~9,000–10,000 Complaints/Month | 60–70 Frontline Staff | BTRC & LEA Coordination

• Owned end-to-end resolution of approximately 9,000–10,000 customer complaints per month, coordinating investigation, escalation, and compliance sign-off to meet service-standard requirements.
• Led daily operations for 60–70 frontline staff across IRU, Scheduling, Social Media Support, and Complaint Management functions.
• Coordinated Law Enforcement Agency (LEA) information requests, maintaining full compliance with BTRC regulatory requirements.
• Conducted complaint investigations and root-cause analysis, streamlining resolution workflows to support faster turnaround and improved service quality.
• Partnered across Customer Care, Network, Billing, and Digital Services teams to resolve complex, cross-functional service issues.

Master of Business Studies (MBS) in Management – National University (2008 – 2013)

Bachelor of Business Studies (BBS) in Management – National University (2008 – 2011)

Diploma in Computer Applications in Computer Applications – Department of Social Services (2008)