Diksha Chitkara
Operations Manager
New Delhi
Summary
Results-oriented business leader with more than 7 years of experience in day-to-day business operations management, client relationship management & team management. Proficient at closing B2C deals worth lakhs of rupees. Multi-tasking manager, well-known for creating positive workplace culture and high-performing teams.
Overview
8
8
years of professional experience
Work History
Deputy Manager, Complaints Management Unit
RBL Bank
04.2021 - 12.2022
- Responsible for Acquisition of HNI Clientele for Savings Account, Fixed Deposit (FD), Recurring Deposit (RD), Life Insurance (LI), Mutual Funds (MF), General Indurance (GI), Health Insurance and service them.
- Review Customer Service aspects in the Bank and initiate prompt corrective action wherever service quality / skill gaps have been noticed through Process Transformation on an ongoing basis.
- Responsible for ensuring priority resolution towards complaints from Banking Ombudsman (RBI), Department of Public Grievances and to maintain relationship with them.
- Preparing RCAs (Root Cause Analysis) and maintaining SLAs (Service Level Agreement) of complaint to avoid any clarification/advisories from regulator(s).
- Gathering critical information from meetings with various stakeholders and producing useful reports.
- Prioritizing initiatives based on business needs and requirements.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Deputy Manager, Operations
HDFC Ergo General Insurance
09.2019 - 03.2021
- Boosted operational efficiency with development of a very new process to facilitate more efficient numbers.
- Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
- Generated operational reports for management on monthly schedule.
- Building and maintaining strong, long-lasting customer relationships.
- Performing requirements analysis- Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.
Senior Operations Team Leader
Policybazaar.com
02.2016 - 04.2019
- Acquiring new business & customer relationship; ensuring high quality service & CRM.
- Assisted in problem solving in brainstorming solutions to existing concerns.
- Successfully execute reporting and analytics
- Analyze events reported from multiple inputs to determine complaint status and management reportability.
- Excellence in managing various portfolios for clients ( including HNI and NRI investors) and promoting ethical & professional standards within the industry.
- Review all Sales Practice and Non-Sales Practice complaints for Wealth Management received through the Intake Mailbox
Customer Service Associate
Grofers
05.2015 - 10.2015
- Handles internal operations to improve the quality of service.
- Processed, verified and utilized tips to initiate speedy resolutions for customer grievances.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Developing innovative solutions for operational and strategic changes.
Education
MBA - PGDM
Narsee Monjee Institute Of Management Studies
New Delhi07.2022
B.Com (Hons)
University Of Delhi
New DelhiKendriya Vidyalaya No. 2
New DelhiSkills
- Team Leadership
- Exceptional analytical and conceptual thinking skills
- Superb time management skills
- Award-winning sales professional
- Cross-functional communications
- Excellent documentation skills
- Performance Evaluations
Timeline
Deputy Manager, Complaints Management Unit
RBL Bank
04.2021 - 12.2022
Deputy Manager, Operations
HDFC Ergo General Insurance
09.2019 - 03.2021
Senior Operations Team Leader
Policybazaar.com
02.2016 - 04.2019
Customer Service Associate
Grofers
05.2015 - 10.2015
MBA - PGDM
Narsee Monjee Institute Of Management Studies
B.Com (Hons)
University Of Delhi
Kendriya Vidyalaya No. 2
Similar Profiles
POONAM BHAWARIPOONAM BHAWARI
Data Engineer at RBL BankData Engineer at RBL Bank
Kanna SundeepKanna Sundeep
Assistant Training Manager at RBL BankAssistant Training Manager at RBL Bank
Vipin KumarVipin Kumar
Collection Manager ( Deputy Manager) at RBL BankCollection Manager ( Deputy Manager) at RBL Bank
SHREYA HANDASHREYA HANDA
Senior Manager – Product & Portfolio at RBL BankSenior Manager – Product & Portfolio at RBL Bank
Manvendra KumarManvendra Kumar
Manager- Finance & Costing at Genpact India Private LimitedManager- Finance & Costing at Genpact India Private Limited