Ridhima Sharma

Results-driven Operations Manager with extensive experience in banking and insurance sectors. Proven ability in dispute resolution, customer service, and team leadership. Expertise in ensuring compliance with AML and KYC regulations.

Skilled in process improvement, contributing to increased efficiency and reduced discrepancies. Exceptional communication and interpersonal skills, demonstrated through national award-winning performance in customer traction analysis. Proficient in administrative and IT support, with experience in agent contracting and licensing.

Experience in planning and executing compliance assurance monitoring activities. Adaptable professional with a background in recruitment and back-office operations. Adept at coordinating with stakeholders at all organizational levels to achieve operational goals. Dedicated to customer satisfaction and resolution, exceeding TAT (Turn Around Time) expectations.

Manager Visa debit card operations at ICICI Bank (2018-11 – 2025-10)

Oversaw and managed Visa debit card and Travel card operation teams, ensuring smooth processes and customer satisfaction by resolving disputes and improving efficiency.

• Managed Visa debit card and Travel card operations teams.
• Oversaw and streamlined dispute resolution processes, ensuring timely and satisfactory outcomes for customers.
• Monitored adherence to regulatory guidelines and compliance standards in debit card and Travel card operations.
• Collaborated with cross-functional teams to enhance operational efficiency and customer service delivery.
• Addressed and resolved complex customer issues and escalations related to debit card and Travel card transactions.
• Implemented process improvements to optimize workflow and reduce operational bottlenecks.
• Enhanced dispute resolution efficiency, leading to improved customer satisfaction scores.
• Contributed to maintaining high compliance standards in debit card and Travel card operations, ensuring regulatory adherence.
• Implemented process improvements that reduced operational costs and processing times.

Assistant Manager operations, Jhansi at Max Life Insurance Co Ltd. (2007-09 – 2017-02)

Managed diverse operations aspects, including agent contracting, customer resolution, compliance monitoring, and administrative support, while ensuring operational efficiency and upholding regulatory adherence.

• Managed agent contracting and licensing processes, ensuring compliance with company policies and regulatory requirements.
• Provided comprehensive customer service, resolving inquiries and addressing concerns to ensure customer satisfaction.
• Oversaw administrative and IT support functions, ensuring smooth operational workflows.
• Planned, scheduled, and executed Compliance Assurance Monitoring (CAM) activities, ensuring adherence to internal and external standards.
• Provided training and guidance on Anti-Money Laundering (AML) guidelines and Know Your Customer (KYC) norms to staff.
• Served as a liaison between general offices, head office, and various departments for contracting and administrative-related matters.
• Ensured adherence to timelines, internal policies, and regulatory compliance standards across all operational activities.
• Achieved a 0% discrepancy rate in discrepancy management.
• Revived lapsed insurance policies exceeding 2 years, contributing to increased revenue and customer retention.
• Awarded recognition for preventing policy surrenders through issue resolution and enhanced customer service.
• Earned a Service to Sales award by successfully converting service interactions into new policy acquisitions.
• Awarded for exemplary service during quarterly service retention contests.
• Received national recognition in the Customer Traction Analysis (CTA) category for outstanding customer feedback and service quality, maintaining top ratings in monthly assessments.

Counsellor at NIIT (2007-01 – 2007-06)

Managed student recruitment and administrative functions, supporting smooth operations and attracting qualified candidates to NIIT programs.

• Managed the recruitment process for prospective students, ensuring a consistent inflow of qualified candidates.
• Handled daily administrative tasks, maintaining smooth and efficient office operations.
• Provided guidance and support to prospective students, facilitating informed decisions about their educational paths.
• Represented NIIT at recruitment events and fairs, promoting programs and increasing brand awareness.
• Increased student enrollment by [10%], contributing to NIIT's revenue growth.
• Streamlined administrative processes, resulting in improved efficiency and reduced operational costs.

Back office executive at India Infoline (2006-07 – 2006-12)

Assisted in back-office operations, contributing to the smooth functioning of administrative and data management processes.

• Provided essential support in back-office operations, ensuring smooth transactional processes.
• Assisted in managing data and maintaining accurate records for improved efficiency.
• Contributed to maintaining compliance standards within the back-office environment.
• Supported various departments by fulfilling administrative and operational needs.
• Improved data accuracy, resulting in streamlined reconciliation processes.
• Enhanced the efficiency of back-office operations through process improvements and task automation.

MBA in International Marketing – Bundelkhand University (2004 – 2006)

B Sc – Bipin Bihari College (2001 – 2004)