SHIKHA CHABBA

Led end to end operations for tractor and construction equipment portfolios

• Optimized lifecycle operations (onboarding, underwriting, disbursement, servicing, collections) to improve TAT and accuracy.

• Ensured RBI, NBFC, KYC/AML compliance and successfully managed internal, statutory, and regulatory audits.

• Drove automation and digital ops transformation through enhancements and workflow digitization.

• Reduced operational risks by establishing strong QC checks, fraud controls, and exceptionhandling processes.

• Oversaw MIS, dashboards, and portfolio indicators, enabling proactive issue resolution and risk mitigation.

•Improved customer experience by streamlining support, reducing friction points, and enhancing operational touchpoints.

• Led PAN india customer service team (mailbox, call centreoperations), ensuring timely query resolution, service quality, and seamless customer experience.

• Led Disability Insurance Operations and Client Implementation activities supporting US employee benefit programs.
• Managed Assistant Managers and Team Leads, providing leadership, coaching, performance management, and succession planning.
• Partnered with clients and cross-functional stakeholders to ensure successful onboarding, operational readiness, and issue resolution.
• Established governance frameworks, KPIs, SLA monitoring, and business review mechanisms to drive operational excellence.
• Acted as the primary escalation point for critical operational issues, ensuring timely resolution and stakeholder communication.
• Led continuous improvement initiatives that enhanced productivity, quality, customer experience, and operational efficiency.
• Drove employee engagement, talent development, and capability-building programs across the organization.
• Collaborated with business leaders to identify risks, implement mitigation strategies, and maintain compliance standards.
• Conducted regular operational reviews and presented business performance insights to senior leadership teams.

• Directed end-to-end operations supporting US employee benefits programs, including Dental, Vision, Eligibility Management, Claims Support, and Provider Maintenance.
• Led a 70-member multi-location team across Gurgaon and Chennai, driving operational performance, employee engagement, and service excellence.
• Accountable for business delivery, workforce management, capacity planning, SLA compliance, productivity, and quality outcomes.
• Managed client and leadership escalations, ensuring root-cause identification and sustainable resolution strategies.
• Conducted regular stakeholder and business reviews, providing operational insights and improvement recommendations.
• Developed and implemented coaching frameworks to improve employee capability, performance, and career growth.
• Established a high-performance culture through structured feedback, recognition programs, and development planning.
• Led operational transformation and continuous improvement initiatives resulting in measurable efficiency gains.
• Ensured adherence to compliance, audit requirements, operational controls, and risk management standards.
• Successfully managed large-scale transitions, change initiatives, and process stabilization activities.

• Managed leave administration for FMLA (full and intermittent), Pregnancy Disability Leave, Personal Leave, and Military Leave in line with policy and state/federal regulations.
• Developed and delivered LOA and accommodation training to business partners and team members.
• Communicated requirements and responsibilities across levels to ensure managers understood processes during absences/accommodations.
• Owned documentation, notifications, correspondence, and records management per company policy and applicable laws.
• Cultivated a culture of teamwork, feedback, recognition, and inclusion; supported hiring, training, and succession planning.
• Handled escalations including RCA, training/coaching, and process updates for clients.

• Coordinated interview logistics between HR, candidates, and interview panels; maintained schedules and communication.
• Facilitated communication among VPs/AVPs/Managers regarding client updates; managed client inquiry inbox and databases.
• Oversaw employee sign-in/out processes; coordinated with Administration and support functions.