Chittrra Virmani
Gurgaon,HR
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Cluster Leader
Natwest
Gurugram, HAryana
10.2022 - Current
- As Cluster Lead responsible for managing 5 different functional operational process within Portfolio management with team size of 40 analyst and 2 managers.
- Engaged with business units to identify employee opportunities, Conducted SKIP meetings and resolved people issues.
- Identified and led business process mapping and re-engineering for various activities. Conducted VSM for other process's, Analyzed escalations data to plug in process gaps.
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
Unit Leader
RBS
01.2019 - 09.2022
- Started a data quality process from inception for annual reviews, designed the flow of tasks and defined critical metrics. Stabilized the operations & people issues of the new process.
- Conducted regular 1-2-1 connect with the team and quarter check in to manage the performance.
Senior Manager
SBI Card
01.2015 - 09.2017
- Managed distribution network for Pan India sales shops spread over 35 locations, 4 partners, with 100+ offices and 10K above sales executives.
- Instrumental in empaneling two key partnerships and negotiated lower management fees ~0.5% PA with standard SLA which resulted in INR 10 million saving for FY 16-17
- Managed wing-to-wing process involved in contingent workforce management, Responsible for Metrics and SLA delivery through partners.
- Cost Reporting & Billing Management, Internal & External Audit, Regulatory & Statutory obligations, Payroll Management and process transition from one Partner to another partner.
- Responsible to build & publish MIS and Dashboards on various sales metrics to C-suite executives.
- Developed training materials & orientation program for new sales managers to provide information about Hiring, Cost and Compliance requirement for vendor staff.
- Worked with management to develop strategic and tactical plans to meet different hiring requirements for PAN India Sales operations.
Manager - Vendor Management
SBI Card
01.2012 - 06.2015
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Onboarded new employees with training and new hire documentation.
Assistant Manager - Sales Compliance
SBI Card
01.2011 - 12.2011
- Managed resolution of all customers complaints related to sales.
- Investigated critical complaints related to fraud or mis-sell.
- Instrumental in creating a Compliance policy framework for the management of repeated complaints of FOS. Awarded with Compliance Hero award for the first ever initiative on the consequence management.
Deputation Transport Finance
GE Capital
01.2009 - 12.2010
- Supported the business head in driving the critical tasks of a compliance project on KYC.
- Managed backend operations for the sale of repossessed assets through partners like eBay and brokers.
PMO Lead
GE Capital
01.2007 - 12.2008
- As an Analyst in PMO, I was responsible to support the Project Leader in managing various dashboards through Omniture on the Project performance, escalate the project slippages, risks or any other issue to global steering team.
- Worked on two key projects - Project Excite was initiated to develop develop Online application tool for the GE Money customers in Asia and assisted in process transition of GE Money Collections process to Genpact.
- Interface between the business users and technology partner Capgemini for driving resolution of defects.
Assistant Manager - Cross Sell
GE Money
01.2006 - 12.2007
- Led the profit making cross sell contact centre with team size of 200+ tele callers for North & West Region.
- Responsible for achieving the sales targets through cross selling to new acquired customers.
Team Lead - Collections
SBI Card
10.2003 - 12.2004
- Led tele calling team in Collections, Exposure in all buckets including recovery & Skip tracing.
- Consistently delivered targets & awarded highest resolution for Delhi region in the country.
Education
Leadership Program - Global Operations
IIM
Lucknow07.2024
MBA -
MDU
Rohtak05.2000
Bachelor of Commerce -
Maitreyi College
Delhi05.1998
Skills
- Leadership 10 years
- Operations Management 15 years
- Vendor Management 8 years
- Cost Reporting & Audit 3 Years
- Project Management 2 Years
- Tele Collection & Cross Sell 4 years
Certification
Six Sigma Black Belt, 2018
Honours
Best Squad
Timeline
Cluster Leader
Natwest
10.2022 - Current
Unit Leader
RBS
01.2019 - 09.2022
Senior Manager
SBI Card
01.2015 - 09.2017
Manager - Vendor Management
SBI Card
01.2012 - 06.2015
Assistant Manager - Sales Compliance
SBI Card
01.2011 - 12.2011
Deputation Transport Finance
GE Capital
01.2009 - 12.2010
PMO Lead
GE Capital
01.2007 - 12.2008
Assistant Manager - Cross Sell
GE Money
01.2006 - 12.2007
Team Lead - Collections
SBI Card
10.2003 - 12.2004
Leadership Program - Global Operations
IIM
MBA -
MDU
Bachelor of Commerce -
Maitreyi College
Similar Profiles
Nikhil SinghNikhil Singh
Customer Service and Operations Analyst at NatWestCustomer Service and Operations Analyst at NatWest
TAMILARASAN STAMILARASAN S
Supply Chain and Delivery Manager at NatWestSupply Chain and Delivery Manager at NatWest
Jyoti VermaJyoti Verma
SVP - Professional Service Lead (India CoE) at NatWestSVP - Professional Service Lead (India CoE) at NatWest