Radhika Arun

Work History

Deputy HOD - Learning Strategy & Instructional Design

Manipal Academy of Banking

06.2023 - Current

Provide visionary academic leadership by setting strategic direction and operational goals for the Banking & Financial Services training vertical, aligned with institutional priorities and client expectations.
Lead a team of 20+ faculty members, instructional designers, and support staff, ensuring optimal utilization of departmental resources including staffing, budgets, and learning technologies.
Design and oversee the development and periodic review of competency-based curricula across key subjects such as Basics of Banking, Retail Banking, Business Development, and Investment Solutions, integrating evolving industry requirements and digital learning methodologies.
Act as a subject matter expert (SME) with over a decade of domain experience, delivering specialized modules on banking operations, relationship management, and business growth strategies.
Spearhead the creation of instructionally sound and engaging learning content, including microlearning modules, e-learning assets, and assessments mapped to Bloom's Taxonomy and Kirkpatrick levels of evaluation.
Ensure instructional delivery meets rigorous academic standards and client expectations by aligning training outcomes with key performance indicators and regulatory mandates.
Collaborate closely with corporate clients such as HDFC Bank, Axis Bank, ICICI, IDBI, and Bank of India to co-create learning journeys that support talent transformation and onboarding pipelines for future bankers.
Champion a culture of instructional excellence by coaching and mentoring faculty members, facilitating their growth through peer learning, upskilling sessions, and performance feedback mechanisms.
Lead departmental governance, including academic committees, curriculum development boards, and internal audits to uphold quality assurance benchmarks.
Address student grievances with empathy and efficiency, while maintaining a robust feedback loop to enhance the learner experience.
Enforce academic and operational policies while fostering a culture of accountability, inclusion, and innovation within the department.

Senior Manager - Client Onboarding & Learning

JP Morgan Chase

02.2022 - 04.2023

Ensured headcount management in strict alignment with the approved Financial Plan, maintaining optimal workforce productivity and cost-efficiency.
Played a key role in process re-engineering, driving initiatives that led to risk mitigation, cost optimization, and enhanced employee engagement.
Proactively pursued upskilling opportunities by training in future-ready products and evolving operational processes to stay ahead of industry trends.
Championed diversity and inclusion by implementing targeted hiring and development programs to achieve and maintain 50% gender diversity within the team.
Conducted comprehensive KYC due diligence for onboarding customers, ensuring strict adherence to AML, compliance, and regulatory standards.
Collaborated with cross-regional stakeholders to implement and support location strategy frameworks, aligning resources and functions across geographies.
Actively supported and streamlined the client onboarding lifecycle, accelerating time-to-activation and improving client experience.
Consistently delivered exceptional service levels for high-value clients by enhancing responsiveness, precision, and personalized engagement.

Senior Professor - Instructional Design, Training, Program Development & Quality Improvement

04.2014 - 01.2022

Spearheaded the design and delivery of industry-aligned learning programs in Banking, Financial Planning, Retail Banking, Accounts, Audit, Compliance, and Behavioral Development, ensuring participants across India are equipped with job-ready skills and knowledge.
Led the instructional design and content development for online and blended learning formats, including e-learning modules, assessments, job aids, and self-paced study guides, leveraging adult learning principles and instructional frameworks such as ADDIE and Bloom's Taxonomy.
Structured end-to-end training programs for both Private and Public Sector Banks, as well as Insurance firms, tailoring the curriculum for short-term functional training and onboarding initiatives in alignment with client-specific learning outcomes.
Actively contributed to program quality assurance by implementing feedback loops, reviewing learner performance data, and introducing continuous improvement mechanisms to refine instructional delivery and learning impact.
Facilitated cross-functional workshops and train-the-trainer sessions, enabling faculty upskilling in digital tools and instructional best practices across the organization.
Led initiatives on Diversity & Inclusion (D&I), promoting awareness and embedding inclusive values into training modules and organizational culture. Actively engaged in the Women's Welfare Committee, driving empowerment campaigns and support forums.
Beyond the academic scope, played a pivotal role in institutional culture by organizing cultural festivals, hosting convocations and inaugural events as an emcee, and nurturing a cohesive, high-energy learning environment.

Manager - Operations & Leadership Enablement

HDFC Bank

07.2010 - 08.2012

Developed training content on banking operations, client servicing, and compliance.
Created SOP-based learning materials and job aids to reduce errors and enhance efficiency.
Partnered with SMEs to align training with regulatory guidelines and audit feedback.
Mentored a 30-member team, boosting productivity by 25% through coaching and development.

Deputy Manager - Customer Experience & Training

HDFC Bank

07.2008 - 08.2010

Designed micro-learning modules for branch staff on service excellence and product knowledge.
Facilitated new hire induction and ongoing capability building.
Led branch-based upskilling on KYC, upselling, and complaint management.

Associate Service Manager - Corporate Clients

Standard Chartered Bank

05.2006 - 05.2008

Managed KYC documentation, service delivery, and compliance protocols for corporate clients.
Conducted training to improve client satisfaction and service efficiency.

Team Leader - Credit Card Collections & Support

11.2005 - 05.2006

Delivered daily coaching and performance improvement sessions.
Managed a team of 10 members responsible for outbound collections targeting delinquent accounts.
Monitored team productivity against assigned recovery targets to drive performance excellence.
Conducted weekly performance review meetings and provided ongoing counseling to improve individual and team results.
Prepared daily MIS reports on collections performance, delivering timely feedback to team members and reporting to the Center Manager.

Team Leader - Credit Card Customer Support

08.2004 - 11.2005

Delivered exceptional customer service by addressing client needs and converting interactions into business opportunities.
Ensured regulatory compliance by preparing MIS reports aimed at minimizing risks related to litigation, fraud, and reputational damage.
Motivated team participation through interactive presentations and organized regular team-building activities to boost morale.
Managed and resolved customer queries and complaints within committed turnaround times by coordinating with phone banking and other departments such as Marketing, Collections, and Operations.
Provided constructive feedback to enhance service quality and conducted regular team meetings focused on performance and process improvements.
Facilitated frequent training sessions on process amendments and new product launches.
Handled escalated customer calls, ensuring prompt resolution and adherence to service standards.

Customer Service Executive

01.2003 - 07.2004

Resolved credit card service issues and responded to customer queries efficiently.
Communicated updates on new product launches and promotional offers to customers.
Achieved 100% resolution rate for all customer complaints and inquiries.
Consistently met or exceeded targets for core and cross-selling of banking products.

Customer Service Executive

ICICI One Source

07.2002 - 12.2002

Supported the BSkyB project, assisting UK customers with telecasting services and billing for monthly subscription packages.
Provided technical support and resolved customer issues related to telecasting channels.
Promoted new product launches through customer outreach and awareness campaigns.
Developed and delivered training presentations to promote new products internally and externally.

Summary

Overview

Work History

Deputy HOD - Learning Strategy & Instructional Design

Senior Manager - Client Onboarding & Learning

Senior Professor - Instructional Design, Training, Program Development & Quality Improvement

Manager - Operations & Leadership Enablement

Deputy Manager - Customer Experience & Training

Associate Service Manager - Corporate Clients

Team Leader - Credit Card Collections & Support

Team Leader - Credit Card Customer Support

Customer Service Executive

Customer Service Executive

Education

MBA - Finance

B.Com - undefined

ICWA Foundation - undefined

Skills

Certifications And Tools

Projects And Leadership Highlights

Timeline

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