Apurvesh Sinha

Accomplished professional with over a decade of experience in the International Banking & Financial Services sector, including five years in leading customer operations. Proficient in Agile methodologies and seasoned as a Scrum Master, with a strong grasp of Six Sigma principles for process optimization. Recognized for adeptly fostering team success through diligent work, meticulous attention to detail, and exceptional organizational abilities. Eager to continue delivering excellence while advancing in the industry.

Customer Service Operations Manager
RBS/NatWest Group & Wio Bank

Spearheaded customer service operations and drove digital transformation initiatives for prominent global banks, including RBS, NatWest Group, & Wio Bank.

Led teams in Retail, Credit Cards, Small & Medium Business, delivering exceptional results and optimizing customer experiences and complaints handling across diverse portfolios. Managed various LOBs i.e. Customer Care, Complaints, EDB, Tech, KYC & Payments.

Realigned the operating team's mindset and approach to leverage new technology, automation, and enhance the customer journey, leading to unparalleled value in the eyes of customers. Managed a team of 80 colleagues operating in a 24x7 setup.

Key Achievements

Strategic Leadership : Synchronized complaints management and customer touchpoints across products and segments throughout the Group and Hubs. Collaborated closely with retail & SME leadership teams on transformative initiatives, customer experience enhancement, and digital journey improvements.

Operational Excellence : Orchestrated, controlled, and administrated the Outsourced Customer Care, ensuring a robust business delivery platform in finance, human resources, legal, compliance, and operations. Managed budgets, cost targets, and P&L for Outsourcing Unit while overseeing effective workforce management through robust capacity planning and deployment methodologies.

Customer Focus : Cultivated a culture focused on delivering highly improved/competitive Net Promoter Score (NPS) and customer loyalty. Managed Service Quality by providing relevant tools for frontline teams, driving continuous improvement through FMEA projects.

Improved Customer Experience : Ran multiple follow-up/Outbound call projects for customers on tech/EDB cases to provide timely resolution with minimal customer effort, leading to improved customer satisfaction scores.

Team Collaboration : Worked with multiple teams to streamline processes, resulting in a drastic drop in Tech/EDB cases pendency from 500+ to 80.

Risk Management : Provided strategic thought leadership, coaching, recognition, and embedded a risk culture supporting the Bank's strategy. Ensured compliance with local regulatory requirements, reflecting best practices within Group directions.

Complaint Resolution Expertise : Managed Complaints and Queries, overseeing a team of specialists. Developed and implemented effective resolution strategies, resulting in reduced customer complaints. Collaborated across departments to address systemic issues and streamline processes for quicker resolution. Maintained compliance with regulatory requirements and industry best practices. Designed and implemented a proactive customer feedback system. Analyzed complaint data to identify trends and root causes, providing actionable insights to senior management.

Led the establishment of Secure Messaging Channel into Customer Contact

Led the establishment of Apple Business Chat into Customer Contact

Led the Establishment of Credit Card Products for Complaints, managed end to end journey from creating Roadmap, training, change & governance, & implementation

Deployment of Knowledge AI in Concentrix leading to improved and streamlined journey for frontline staff

Led Employee Engagement working group for regular employee centric activities for better engagement, conducted virtual R&Rs during Covid and it was highly appreciated being first of it's kind

• Scrum Master Certified
• Six Sigma Certified
• Project Management
• National Certified Market Professional (Capital and Derivative Market Certifications) through NSE
• IRDA Certified
• Professional Banker Certified - Chartered Banker Institute U.K. Certified Master Coach - NatWest
• Certified Determined To Lead Professional
• NatWest Agile Level 1 QSA Level 1 - Road To Lean