Artika Brid
Bank Manager
Mumbai
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
20
20
years of professional experience
4
4
Languages
Work History
Manager
RBL Bank Ltd.
03.2022 - Current
- Directed and coached a team of 12 officers, driving performance, productivity, and customer satisfaction.
- Oversaw daily Banking-as-a-Service (BaaS) operations, ensuring seamless execution of processes, and compliance with service standards.
- Managed partner and customer queries and complaints via email and inbound calls, providing timely support on transaction inquiries, account management issues, whitelisting, subscription requests, and technical troubleshooting.
- Streamlined issue resolution, reducing turnaround time, and enhancing the overall partner/customer experience.
- Delivered first-level support for core banking products, including DMT, API, UPI, PPI, and AEPS.
- Provided transaction-related information to partners, and maintaining transparency and trust.
- Conducted first-level analysis of non-credit, wrong account, duplicate transfer, and credit adjustment cases, escalating to the concerned team for resolution.
- Collaborated with internal teams to manage queries, and streamline issue resolution.
- Collected and analyzed complaint data, prepared monthly MIS reports, and tracked complaint records for performance monitoring.
- Utilized internal bank applications effectively, including Finacle, CRM, VUNET, and Tableau, etc.
- Managed team adherence to schedules, email/call quality, and audit standards.
- Conducted refresher training, shared feedback, and held monthly one-on-one meetings to drive continuous improvement.
- Optimized headcount and service levels, minimizing call abandonment rates. Led daily briefings to set targets, align expectations, and communicate updates.
- Accomplished multiple tasks within strict timeframes, demonstrating strong organizational skills.
- Cross-trained employees to increase team agility and adaptability.
Lead Associate
Tech Mahindra Business Services Ltd.
04.2015 - 02.2022
- I started as the Lead Advisor, specializing in billing queries, and consistently delivered high-quality customer support.
- I have mentored and supported new batches since 2017, providing floor-walking guidance and coaching to ensure smooth onboarding.
- Successfully transitioned teams of 10–15 advisors from on-the-job training (OJT) to full operations, ensuring readiness and efficiency.
- Managed upselling initiatives for new contracts, driving revenue growth, and customer retention.
- Promoted to a blended process, handling both billing department calls and chat support to enhance the customer experience.
- Independently managed a team of 15 advisors during TL absences, maintaining service levels, and team performance.
- Trained and groomed new advisors, conducted refresher sessions, and provided continuous feedback to improve skills.
- Recognized with multiple awards: Spot Awards, and Rewards & Recognition (RnR) honors, Quarterly and yearly performance awards, Best Performer for three consecutive quarters, and selected for an international trip as a reward for outstanding professional performance.
- Contributed to the “Best Team” recognition, showcasing collaboration and collective achievement.
Lead Associate
Serco Pvt. Ltd.
02.2013 - 03.2015
- Delivered exceptional customer support by handling inbound queries for personal banking accounts.
- Upsold financial and insurance products, including general insurance, home insurance, savings accounts, credit cards, travel insurance, and phone insurance, contributing to revenue growth.
- Mentored and supported new batches, guiding on-the-job training (OJT) advisors through floor walking and coaching to ensure a smooth transition to operations.
- Provided ongoing mentoring and performance feedback, fostering skill development, and team efficiency.
- Recognized with multiple spot awards for monthly and quarterly performance excellence, highlighting consistent achievement, and dedication.
Team Leader
Just Dial Ltd.
09.2009 - 12.2011
- Started as an Information Retrieval Officer (IRO), supporting domestic clients, and delivering accurate information services.
- Promoted to Floor Leader within six months, entrusted with managing the entire floor, and leading a team of 25 IROs.
- Oversaw team operations, ensuring adherence to performance standards, and service quality.
- I attended IRO Product Training and provided hands-on coaching, grooming new IROs directly on the floor.
- Promoted to Acting Team Leader, I have solely represented and managed the team for over a year, demonstrating strong leadership and accountability.
Senior Recruiter
Gratitude India
02.2007 - 09.2009
- Joined as an HR Executive, managing executive-level openings for international call centers.
- Promoted to Senior HR Recruiter within three months in recognition of strong performance and recruitment success.
- Led recruitment efforts for international BPOs, including 3G, First Source, JP Morgan, and Intelenet, handling both entry-level and lateral openings.
- Mentored candidates for interviews, conducted regular follow-ups, and consistently achieved hiring targets.
- Trained and guided new HR recruiters, providing mentorship and support to strengthen the recruitment team’s capabilities.
Lab Assistant
Die Hard Computers
02.2006 - 01.2007
- Worked as Lab Assistant for a year
- Managed the administration of the class completely
- Taught basic computer skills to the students
Education
BCom -
Mumbai University
Mumbai, India03-2010
Skills
- Analytical problem solving
- Strategic decision-making
- Workforce performance optimization
- Service excellence
- Effective communication skills
- Workforce skill enhancement
- Vendor management
- Strategic workload organization
Timeline
Manager
RBL Bank Ltd.
03.2022 - Current
Lead Associate
Tech Mahindra Business Services Ltd.
04.2015 - 02.2022
Lead Associate
Serco Pvt. Ltd.
02.2013 - 03.2015
Team Leader
Just Dial Ltd.
09.2009 - 12.2011
Senior Recruiter
Gratitude India
02.2007 - 09.2009
Lab Assistant
Die Hard Computers
02.2006 - 01.2007
BCom -
Mumbai University