Rahul Sharma
Gurugram
Summary
Dynamic project management professional with extensive experience at SBI Card, excelling in stakeholder management and regulatory compliance. Proven track record in driving process improvements that enhanced operational efficiencies. Adept at business analysis and cost management, delivering impactful results in high-pressure environments. Committed to achieving excellence in project delivery and customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
AVP
SBI Card
09.2022 - Current
- Project monitoring, governance, and stakeholder management.
- Project implementation analysis.
- Managing regulatory projects and delivery timelines.
- Defining actionable priorities, tracking of business deliverables.
- Analysis of requirements and monitoring developments in line with the submitted requirements.
- Responsible for driving and tracking key digital projects that are mandated by the regulator and the Board.
- Project Management.
- Cost Management: Resource planning and management.
- Business requirements and journey mapping.
- Managing the project testing team.
- As a member of the Digital Experience team, I track and analyze abandoned lead drops on digital platforms.
- Roles and Responsibilities
- Implemented process improvements that resulted in improved operational efficiencies.
Manager- Training & Governance
SBI Card
10.2019 - 08.2022
- Complaint management
- Vendor management
- Customer Experience
- Quality assurance
- Monitoring key matrices within Customer services for 0-6 MOB
- Tracking Customer satisfaction across touch points
- Analyzing CSAT data to Identify emerging issues
- RCA & Improvement planning, Stakeholder management
- Service Recovery
- Understanding of NPS & TNPS
- Roles & Responsibilities
Assistant Manager- Training
SBI Card
06.2017 - 09.2019
- Vendor management & Governance
- Vendor Onboarding, Audit, Resource management, Cost Management
- Training & Stabilizing new business units within vendor location
- Monitoring performance and output quality
- Driving Business matrix improvement at vendor sites
- Lead- North Zone
Sr. Executive – Subject Matter Expert
SBI Card
04.2015 - 05.2017
- Root Cause Analysis
- Cross functional connect to reduce channel wise complaint reduction.
- Analyzing monthly trends and initiating process improvement ideas
- Roles & Responsibilities
Executive- Customer Services
SBI Card
04.2012 - 03.2015
- Handling SBI Card Customers queries over phone
- Responding customers over email
- Responding customers over Webforms
- Roles & Responsibilities
Associate Customer Services
SBI Cards
08.2010 - 03.2012
- Customer Service Executive for Reliance Data Card customer queries telephonically.
- Cross selling banking products to Credit card customer on Inbound call
- Roles & Responsibilities
Associate Customer Service Executive
IBM
02.2009 - 08.2010
- Customer Service Executive for HugeNet broadband
- Selling software after Service delivery
- Roles & Responsibilities
Education
Bachelor of Arts - Social Sciences
Rajasthan University
Msg Collaeg01.2008
High School - Socialogy
Ajmer Board
Msg Collage04-2005
Intermediate -
Ajmer Board
Jaswant Senior Secondary School01-2003
PGDM - Project Management
IMT
GaziabadSkills
- Project management
- Stakeholder management
- Regulatory compliance
- Cost management
- Business analysis
- Process improvement
Certification
- SIX-SIGMA Greenbelt
- Scrum (SBI Cards)
- Customer Journey Mapping (SBI Cards)
- Lean methodology
Languages
Hindi, English
Hobbies and Interests
Reading Books, Playing Cricket
Projects
Insurance Digitization, Insta Loan, Anti-Phishing (RBI Mandate), DKYC- Contact Change, DKYC- Address change, DKYC- Add on Card, SIM Binding
Awards
Digital innovation award FY 22-23, Champion of the Quarter Q3 FY 22-23, Champion of the Quarter Q1 FY 22-23 – SBI Cards, Certificate of Appreciation from SBI Cards Operation function FY21-22, Annual Awards FY 20-21 – SBI Cards
Personal Vitae
- Nationality: Indian
- Languages: English & Hindi
- DOB: 08 Sept 1988
Timeline
AVP
SBI Card
09.2022 - Current
Manager- Training & Governance
SBI Card
10.2019 - 08.2022
Assistant Manager- Training
SBI Card
06.2017 - 09.2019
Sr. Executive – Subject Matter Expert
SBI Card
04.2015 - 05.2017
Executive- Customer Services
SBI Card
04.2012 - 03.2015
Associate Customer Services
SBI Cards
08.2010 - 03.2012
Associate Customer Service Executive
IBM
02.2009 - 08.2010
Bachelor of Arts - Social Sciences
Rajasthan University
High School - Socialogy
Ajmer Board
Intermediate -
Ajmer Board
PGDM - Project Management
IMT
Similar Profiles
LOVISH SHARMALOVISH SHARMA
Area Sales Manager at SBI CARDArea Sales Manager at SBI CARD
Khwaja Tanveer AhmadKhwaja Tanveer Ahmad
Team Leader at Innovsource Services Private Limited (SBI CARD)Team Leader at Innovsource Services Private Limited (SBI CARD)
Gaurav ShirgaonkarGaurav Shirgaonkar
Assistant Manager: Channel Development at SBI Card Payment & Services LtdAssistant Manager: Channel Development at SBI Card Payment & Services Ltd
KESHRI NANDAN SINGHKESHRI NANDAN SINGH
Talent Acquisition Specialist at GoodEnough EnergyTalent Acquisition Specialist at GoodEnough Energy
Megha TanwarMegha Tanwar
HR Manager at Varank Tech Private Limited (Formerly Verchaska Infotech)HR Manager at Varank Tech Private Limited (Formerly Verchaska Infotech)