Nisha Chakraborty
Mumbai
Summary
Seasoned and accomplished professional with an experience of over 17 years. in Service Quality Assurance, Digital Customer Servicing, Vendor Management.
Experience in driving projects focused on NPA, Quality Excellence & Operational Efficiency & Grievance Redressal. Competent to work individually and within the team while ensuring a customer-oriented and interactive approach. Excellent communicator with exceptional talent for problem solving through analytical thought processes. Articulate communicator with a strong work ethic, continuously striving for improvement coupled with excellent administrative aptitude with an eye for detail.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Vice President
Kotak Mahindra Bank
12.2022 - Current
- Reviewed, identified, and define processes for setting service desk exclusively for the working capital segment
- Identify process gaps across customer journey and recommend process change
- Establish standards governing customer interaction across channels
- Interpret and leverage data insights for enhancing customer experience through improved customer journeys
- Conduct sessions quarterly with business heads for them to review the challenges and progress and implement new requirements
- Overlook and review team performance and guide for best productively
- Conduct a SME training for all new joiners on customer journey , NPS, etc
Senior Quality Manager
Axis Bank
12.2021 - 12.2022
- Serve as a consultant to management on ensuring that employees are trained on new product, process and defined sales processes
- Assess and anticipates training needs of business requirements in joint consultation with Hiring, Quality and Business teams
- Implement process to improve sales capability of Digital Officers/ DRM through Training and continuous improvement
- Work closely with quality to understand Root Cause Analysis for 80% defects and prepare remedial plans to improve bottom performing agents
- Lead improvement opportunity identification across vertical through strategic reviews, process mapping, metrics analysis, benchmarking, VOCs, etc.
Manager - Institutional Service & Quality
ABFL
02.2018 - 01.2021
- Setting Up the service desk for Corporate & Institutional Customers.
- Defining scope of service for the desk by highlighting challenges and recommending solutions.
- Managing a team for handling service desk for Wealth Management vertical.
- Recommend changes & enhancement in the existing CRM.
- Driving NPS for institutional clients across channels.
- Lead improvement opportunity identification across vertical through strategic reviews, process mapping, metrics analysis, benchmarking, VOCs, etc.
- Define customer journey for digital platform like Chatbot/ WhatsApp and Portal for Institutional customers
- CSAT and NPS driving initiative across all Wealth and Co-operate customers
- CRM development/enhancement
Manager - Quality Assurance
CIBIL
02.2016 - 02.2018
- Identifying the scope of process improvement/automation & implement the same with respective stakeholder.
- Analyze company level primary and secondary data for continuous improvement in processes.
- Prepare all Quality Scorecards, Quality Manuals, Process Manual’s and SOP’s.
- Coordinating with members (Credit Institutions) and KAMs to resolve disputes.
- Handling RBI and Management escalation received for commercial reports.
- Managing the team at the vendor location for daily productivity.
- Prepare and present monthly/quarterly presentation to the management team.
Assistant Manager - Quality Assurance
CIBIL
07.2011 - 02.2016
- Responsible for maintaining Service Quality of Global standards for the D2C and B2B business.
- Scrutinizing report v/s data in the system to identify the reason for wrong merger and rectify the same.
- Define controls to ensure that there is quality service adherence.
- Coordinating with members (Credit Institutions) and KAMs to resolve disputes.
- Identify process gaps, suggest improvements and follow up to implement the same.
- Report quality performance for the D2C and B2B business.
- Analyze company level primary and secondary data for continuous improvement and cost benefit analysis.
- Prepare all Quality Scorecards, Quality Manuals, Process Manual’s and SOP’s.
- Prepare and present monthly/quarterly presentation to the management team Projects Handled
- Set up the B2B Operations Quality process
- Assisted in CRS deployment (Automation of Dispute Process).
Senior Officer - Operations
ICICI BANK
10.2010 - 06.2011
- Manage disputes arising on ATM and POS transactions for Issuing and Acquiring transactions on NFS, VISA and Master networks though the dispute settlement platforms viz., Dispute Management System and Visa online.
- Investigate on complaints received on frauds committed on debit cards and coordinate with respective department and senior authority to reverse the debited amount.
Process Leader - Customer Service
ICICI PRUDENTIAL
01.2006 - 09.2010
- Handling/Owning the retention process at all touch points.
- Managing vendors to enable teams to meet and exceed targets.
- Active involvement with senior management in discussions pertaining to SLA and metric revisions.
- Analyzing data to understand factors influencing metrics like retention and persistency.
- Prepare training content and deliver training to agents for on skills required to retain customers and handling customer other queries as well.
- To ensure feedback / learning and on-floor observations are passed on to training and quality assurance teams.
- To analyze the reason for Customer DSAT on calls and make the necessary changes in the process to reduce DSAT%
- Payouts Project: Analyze the ways and methods to minimize the TAT on surrender payout procedure and streamline the process.
- Lean Project on Call Reduction at CC: Analyze and trigger the reason for the customers calling in and create/change process to ensure that the volume at the CC reduces by 5 to 10 %.
Senior Executive - Customer Service
ICICI Prudential Life Insurance
- Assisting the vendor to meet Quality and Operational metrics and achieving SLA targets.
- Checking adherence of SOWs by vendor and auditing to ensure accuracy of data.
- Highlight issues impacting customer and business by analyzing various cost areas and regular cost-benefit analysis.
- Ratifying center wise reports to check vendor performance.
- Analyzing various reports to track issues and areas of improvement and highlight TNIs to improve vendor performance.
- Lean project handled for steamlining Complaints - Highlighting misclassification of complaints and reason for the same. Reduction of misclassification reduced from 7% to 4%.
- Lean Project handled for reducing Repeats – Processing the repeats data and help in bringing down the percentage of repeat calls at the call center.
Executive- Customer Service
ICICI Prudential Insurance
- Resolution tracking of critical cases by working in closely with the respective department.
- Provide feedback and recommendations to add value to the business.
- Support processes and departments in achieving the objective of enhancing the customer experience.
Education
PGDM - Service Excellence
Welingkar Institute of MBA
03.2024
Diploma - PROFESSIONAL CREDENTIALS, HR
Welingkar’s College
2006
B.Com -
Mumbai University
2006
Skills
- Process Improvement
- Quality Management
- Cross-Functional Collaboration
- Team Leadership
- Vendor Relations
- Attention to Detail
- Excellent Communication
Certification
Green Belt Six Sigma Certified from Simple Learn
Timeline
Assistant Vice President
Kotak Mahindra Bank
12.2022 - Current
Senior Quality Manager
Axis Bank
12.2021 - 12.2022
Manager - Institutional Service & Quality
ABFL
02.2018 - 01.2021
Manager - Quality Assurance
CIBIL
02.2016 - 02.2018
Assistant Manager - Quality Assurance
CIBIL
07.2011 - 02.2016
Senior Officer - Operations
ICICI BANK
10.2010 - 06.2011
Process Leader - Customer Service
ICICI PRUDENTIAL
01.2006 - 09.2010
Senior Executive - Customer Service
ICICI Prudential Life Insurance
Executive- Customer Service
ICICI Prudential Insurance
PGDM - Service Excellence
Welingkar Institute of MBA
Diploma - PROFESSIONAL CREDENTIALS, HR
Welingkar’s College
B.Com -
Mumbai University
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