Manager (Escalations & Products) - HDFC BANK LTD.
(2025-09)
- Formulate end-to-end resolutions for highly complex escalations originating from the Managing Director's desk, Principal Nodal Officer (PNO), Grievance Redressal Cell (GRC), social media platforms, CPGRAMS, BOFRC, NCH, and RBI SSM channels.
- Spearhead the specialized resolution desk for core asset portfolios, including Credit Cards, Home Loans, Loan Against Property (LAP), Loan Against Securities (LAS), Emerging Enterprise Group (EEG/ Business Loans), Working Capital facilities, and Kisan Gold Card (KGC/Agri Loans).
- Perform extensive RCA on systemic service gaps across billing, card issuance, and asset/ liability workflows, fixing institutional accountability to systematically reduce recurring complaint volumes.
- Leverage advanced CRM applications (Talisma, Sprinklr) to collaborate across retail branches, commercial units, and technical hubs to drive First-Time Resolution (FTR).
- Conduct rigorous QA audits and proofreading of complex case files and executive-level communications to completely eliminate incorrect case closures.
Manager (Regulatory Complaints & RBI CMS) - IDFC FIRST BANK LTD.
(2023-11 - 2025-09)
- Spearheaded the resolution of critical regulatory complaints received via the RBI CMS portal, focusing heavily on credit card billing disputes, fee reversals, and card fraud at the RBI Banking Ombudsman (BO) level.
- Successfully evaluated and resolved 13(1) regulatory notices with absolute precision, delivering comprehensively justified bank stands and evidence to the RBI within a mandated 3-working-day TAT.
- Partnered closely with the Internal Ombudsman (IO) to implement expert advisory remarks on complex fraud scenarios, commercial account disputes, and denial-of-request cases.
- Coordinated swift alignment with Regional Liaison Officers (RLOs), Credit Underwriters, and Product Heads to resolve escalations and ensure advisory compliance within 3 days.
- Utilized management-delegated financial empowerment to execute strategic charge reversals and upfront compensatory remediation when genuine service deficiencies were detected.
Manager (Customer Grievance & Escalation Desk) - HDFC BANK LTD.
(2015-09 - 2023-11)
- Led a high-performing escalation desk managing end-to-end resolutions for executive and social media complaints across Credit Cards and Retail Asset/Liability portfolios.
- Successfully retained a dedicated portfolio of High-Net-Worth (HNW) clients by personally resolving severe grievances, protecting institutional brand equity.
- Documented and authored official operational process notes for newly launched retail products, specifically Debit Card Loans and Consumer Durable Loans.
- Analyzed trend metrics to categorize recurring queries, introducing preventative resolution tactics that materially reduced monthly incoming volumes.
Senior Associate - WNS GLOBAL SERVICES PVT. LTD.
(2013-07 - 2015-09)
- Managed high-value billing and compliance solutions for UK-based corporate and individual energy accounts using the KANA application.
- Achieved 100% adherence to strict regulatory compliance norms while executing intricate billing modifications.
- Finalized detailed weekly performance and complexity reports sent directly to the London Head Office for strategic review.
Secretarial & Research Assistant - TEMPTATION LTD.
(2011-05 - 2012-12)
Coordinated investor grievance redressal, assisted in corporate compliance reporting, and monitored debtor liabilities to ensure liquid fund visibility.
Accounts Assistant - D.G. ENTERPRISES LTD.
(2010-11 - 2011-04)
Managed petty cash operations, created structured MIS reporting, and audited monthly expense statements.
