ALANKRITAA

Sahibabad

Skills

Banking Platforms & Tools: Finacle, CRM systems, Complaint Management Systems, Service Dashboard Reporting
Software Proficiency: Microsoft Word, Microsoft Excel, Microsoft PowerPoint

Core Competencies: Process Mapping, RCA Methodology, SLA Tracking, Grievance Redressal, Client Communication, Performance Analytics

Websites

LinkedIn: [Your Profile]

Summary

Customer-centric banking professional with 5+ years of progressive experience in complaint management, relationship servicing, and operational excellence across leading Indian banks. Proven expertise in resolving high-severity escalations for senior leadership (MD, CEO, ED, MANCOM), achieving 95%+ client satisfaction consistently. Skilled in root-cause analysis, cross-functional collaboration, and process optimization. Seeking a strategic role where analytical rigor and service-first mindset drive operational transformation and client value.

Work History

Manager, Senior Management Escalation Desk (Complaints Management Unit)

RBL Bank Ltd.

2022.01 - Current

Strategic lead for escalated complaint management, delivering quick resolutions while maintaining rigorous quality standards and policy compliance.
Spearheaded escalation resolution framework: Reduced senior-management complaint resolution time by 25% through streamlined workflows and proactive stakeholder engagement
Delivered weekly status briefs and dashboards: Presented monthly/quarterly service insights to senior leadership, translating data into actionable process enhancements
Root-cause excellence: Conducted detailed RCAs for recurring themes, identifying systemic issues and implementing preventive measures across verticals
Cross-functional orchestration: Led initiatives with RCA, IT, and Operations teams to track corrective actions and achieve consistent SLA target compliance
Relationship stewardship: Liaised across Consumer, Commercial, and Wholesale Banking to resolve escalations through structured senior management interactions
Team development: Mentored junior analysts, fostering a culture of accountability and continuous improvement; recognized with "Award for Efficient Complaint Management" (2024)
''Awarded for Process Improvements and efficient complaint management'' in year 2025.
Quality assurance: Conducted regular open-complaint reviews, providing targeted feedback to ensure adherence to adequacy and quality standards

Manager, Relationship Management

Kotak Mahindra Bank

2021.08 - 2022.01

Delivered premium banking services to high-net-worth client portfolio while maintaining excellence in financial advisory and satisfaction metrics.
Managed diverse financial requirements (loans, insurance, deposits) for HNI clients with high satisfaction scores
Resolved customer queries promptly, ensuring swift issue resolution and relationship continuity
Provided personalized banking advisory, strengthening client relationships and loyalty

Deputy Manager, NRI Relationship Management

Axis Bank

2020.07 - 2021.07

Specialized in managing NRI-HNI client relationships across GCC markets, ensuring timely fulfillment of diverse financial needs.
Managed relationships across GCC-based NRI-HNI segment, overseeing loans, insurance, and banking products
Achieved 24-48 hour resolution turnaround for customer concerns, exceeding service-level expectations
Coordinated cross-border financial solutions, ensuring compliance and seamless service delivery

Education

Bachelor of Commerce - B.Com

University of Delhi

01.2014

Class 12 - Commerce

CBSE Board

01.2011

Class 10 - undefined

CBSE Board

01.2009

Certification

Awards:
Award for Efficient Complaint Management – RBL Bank (2024) Recognized for reducing senior-management escalations.
Award for Efficient Complaint Management and Process Improvement – RBL Bank (2025)

Languages

English (Fluent), Hindi (Native)

PERSONAL INTERESTS

Travelling, Badminton, Music, Thriller Movies, Cross-Cultural Learning