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.
