Sharon McDonald
Customer Service & Operations Leader
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About
Customer Service & Operations Leader with 15+ years of experience across Banking, Insurance, and Financial Services, specializing in grievance redressal, regulatory governance, service excellence, and operational transformation. Proven track record in leading service and operations functions involving IRDA/legal escalations, Ombudsman cases, audit governance, SLA/TAT optimization, vendor management, and multi-location team oversight within regulated BFSI environments.
Experience
Consultant – Central Operations - RELIANCE NIPPON LIFE INSURANCE COMPANY LTD
(2024-01 - 2024-04)
- Led strategic review of end-to-end operational processes to enhance service quality and strengthen SLA adherence.
- Managed complex customer escalations ensuring regulatory adherence and reputational risk mitigation.
- Led internal and external audits ensuring operational control and compliance readiness.
- Conducted Root Cause Analysis (RCA) to implement preventive control frameworks.
Senior Manager – Business Operations - DIGITAL CFO INDIA PVT. LTD (IDOS INDIA PRIVATE LTD)
(2023-01 - 2023-08)
- Led cross-functional operations across customer service, finance, and recruitment.
- Managed project governance including resource allocation and risk mitigation.
- Designed and implemented Standard Operating Procedures (SOPs).
- Spearheaded vendor lifecycle management and cost optimization initiatives.
- Delivered executive reporting highlighting KPIs and operational risks.
Manager – Training and Quality - HDFC ERGO GENERAL INSURANCE COMPANY LTD
(2012-08 - 2017-08)
- Led enterprise-wide training and quality strategy for 500+ employees.
- Established Knowledge Management and Process Governance framework.
- Operationalized regulatory updates ensuring audit adherence.
- Developed structured customer communication scripts.
- Led quality improvement programs to enhance CX metrics.
Senior Executive – Office of the Customer - TATA AIG GENERAL INSURANCE COMPANY LTD
(2004-12 - 2010-04)
- Managed IRDA, Legal, and Ombudsman escalations within regulatory timelines.
- Collaborated cross-functionally to drive structured complaint resolution.
- Prepared Pan-India MIS dashboards with complaint analytics.
- Handled critical legal cases ensuring compliance and risk mitigation.
- Implemented process improvements to reduce repeat grievances.
Senior Customer Service Officer – Grievance Cell - ICICI BANK Financial Services LTD
(2001-11 - 2004-12)
- Managed senior management escalations ensuring structured service recovery.
- Prepared MIS and Service Level dashboards.
- Conducted Root Cause Analysis and implemented preventive controls.
- Recommended process improvements to enhance operational efficiency.
- Developed training programs to support system and process enhancements.
Education
Masters in Commerce - Management - Mumbai University (2004-04)
Diploma in Financial - Financial Management - Welingkar's Institute of Management (2002-04)
Bachelors in Commerce - Accounts - St. Andrew's College (2001-04)
