Anushree Sinha
Ghatkopar (E),Mumbai
Summary
Seasoned banking professional with 13 years of comprehensive experience in customer experience management, operations, and grievance handling. Proven track record of driving customer satisfaction, streamlining operational processes, and resolving complex issues efficiently. Adept at leading cross-functional teams, implementing service improvements, and maintaining high compliance standards in fast-paced banking environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Experience Champion
IDFC First Bank
08.2024 - Current
- Tracking and Monitoring cross-functional Process Improvement initiatives to enhance Customer Experience, leading to measurable improvements in service quality and internal efficiency.
- Drive Customer Experience enhancement through end-to-end survey management (Voice of Customer), journey mapping, and CX culture-building programs, resulting in improved satisfaction scores.
- Consistently improve Customer Survey Scores by identifying pain points and implementing targeted action plans.
- Lead Turnaround Time (TAT) reduction initiatives, optimizing workflows and minimizing service delays across key customer-facing and internal operations.
- Oversee complaints governance, including root cause analysis and resolution strategies, leading to a significant reduction in customer complaints.
- Manage dashboards to provide leadership with data-driven insights that support strategic planning.
- Process Improvement Projects : Built STP Journey for Account Conversion, FD Calculator Screen on CBS.
Client Experience Group Manager
Indusind Bank
07.2022 - 08.2024
- Tracking and Monitoring of Complaints and requests assigned to branches and ensuring closure of the cases within TAT.
- Tracking NPS of the region regularly and providing measures to improve the same. Accomplishing root cause analysis for the area where NPS has dipped from the previous year.
- Monitoring Account opening FTR and Request FTR and sharing measures with the branches to improve the same. Also, arranging training for the branches to get FTR on track.
- Tracking e-learning of the branch staff and helping them in knowledge enhancement.
- Encouraging the branches to adapt digital method in order to improve customer experience.
- Closely working with key stakeholders across the verticals providing data to ensure proper hygiene is maintained across the branches and to share the ideas of process improvement.
- Conducting audit on upkeep of branch, Process & Statutory parameters, Knowledge, Branch Hygiene & Compliance parameters.
- Conducting weekly and monthly cadence with the respective Regional heads to discuss action plans and areas of improvement.
Regional Service Quality Manager
Kotak Mahindra Bank
07.2021 - 07.2022
- Closely monitoring all the quality parameters. Ensuring processes are being followed across the branches.
- Monitoring Nodal Desk and Banking Ombudsman escalations and closely engaging with Regional Nodal Officers to discuss measures to reduce the escalations across the region.
- Ensuring closure of Service Requests end to end within the prescribed TAT.
- Monitoring Account Opening & instruction first pass and usage of biometric and digital channels.
- Closely working with key stakeholders across the verticals providing data to ensure proper hygiene is maintained across the branches and to share the ideas of process improvement.
- Conducting audit and mystery shopping on Process & Statutory parameters, Knowledge, Branch Hygiene & Compliance parameters.
- Conducting weekly and monthly cadence with the respective Market heads, Regional heads, Area heads to discuss action plans and areas of improvement.
- Arranging proper training for the branches on KYC, processes, re-iteration, statutory compliance and hygiene.
- Tracking NPS of the region regularly and providing measures to improve the same. Accomplishing root cause analysis for the area where NPS has dipped from the previous year.
Deputy Branch Manager
ICICI Bank
08.2012 - 07.2021
- Managing Branch Banking Operations which includes cash handling, keeping the branch 100% compliant as per banking norms.
- Handling Customer’s service request and escalations. Ensuring processing of requests within prescribed TAT and providing end to end resolution to the customer.
- Managing all audit related assignments.
- Cross selling third party products.
- Sales target achievement of team.
Unit Manager, RPC
ICICI Bank
08.2012 - 07.2021
- Administered Account Servicing Team (part of Account Opening Team) at Regional Processing Centre, Chandigarh.
- Assisted in:
- KYC Checking of Savings Account Opening, FD, RD accounts & 3-in-1 accounts (I-Direct Linked Accounts).
- Managed a team for generating Modification Requests related to Accounts, Re-KYC, Cheque Book Issuance; dealt with PPF Accounts, ATAL Pension Yojana Account and Sukanya Samridhi Account.
- Supported in creating Bank Locker Customer ID and generating Gold Bond Requests.
- Fulfilling customer needs by processing requests within TAT.
- Worked on Robotics for quick and automatic Re-KYC request processing for low priority customers.
- Approving new clients through due diligence procedures including the review of KYC documentation, public record research and AML procedures.
- Managing all audit related assignments and maintaining 5S and quality parameters of the branch.
- Maintaining MIS on a daily basis and attending reviews with the Branch Manager on a weekly basis.
- Upholding maximum customer satisfaction by delivering quality products within defined time frame as per Service Level Agreement.
Head Service Quality Manager
ICICI Bank
08.2012 - 07.2021
- Managed escalations at Head Service Quality, Hyderabad related to Savings and Deposit Accounts.
- Tracking and closure of complaints within TAT.
- Engagement with customers and other stakeholders to understand the query and closure of complaints.
Education
MBA - PGDB
ICICI Manipal Academy
Bengaluru07-2012
BBA -
Patna Women's College
Patna07-2010
Skills
- Finacle
- CBS
- FCRM
- CRM
- SFDC
- Siebel
- Microsoft (Word, Excel & PowerPoint)
Certification
- IRDA Certified
- Green Belt in Lean Six Sigma, KPMG, 12/01/21
- Post Graduate Program in Business Analysis, Purdue University, 08/01/22
Languages
English
Hindi
Personal Information
Date of Birth: 9th Jan, 1990
Timeline
Customer Experience Champion
IDFC First Bank
08.2024 - Current
Client Experience Group Manager
Indusind Bank
07.2022 - 08.2024
Regional Service Quality Manager
Kotak Mahindra Bank
07.2021 - 07.2022
Deputy Branch Manager
ICICI Bank
08.2012 - 07.2021
Unit Manager, RPC
ICICI Bank
08.2012 - 07.2021
Head Service Quality Manager
ICICI Bank
08.2012 - 07.2021
MBA - PGDB
ICICI Manipal Academy
BBA -
Patna Women's College
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