Sriram S

• Leading a team of 100+ employees across LOB’s that includes Credit Cards, Retail Banking, NRI & Assets.
• As a Cluster head, will be leading, Managers & Team Leaders.
• Develop long-term goals and strategies for the team to align with the company’s objectives.
• Oversee the recruitment, training, and performance evaluation of team members to build a high-performing team.
• Lead and develop managers, team leaders, and high-performing teams to deliver on service and sales objectives.
• Develop and maintain relationships with stakeholders, clients, and partners to support the team’s objectives and growth.
• Support the professional development of team members through training, coaching, and opportunities for growth.
• Lead initiatives on process reengineering, automation, and self-service options to improve efficiency and reduce cost-to-serve.
• Prepare and present business reviews and dashboards to senior leadership, highlighting trends, insights, and action plans.

• Continued role after Axis bank acquired Citibank's consumer business in March 2023
• Led a strong team of 25+ Citiphone/ Axisphone officers that are trained in both Banking and credit card products.
• Managing Customer complaints and grievance about product, process and people.
• Lead quality audits, implement corrective actions, and ensure knowledge and skill consistency across the teams.
• Driven by Quality enhanced customer service and call quality of the team and manage operational activities of the customer service center including quality service, workflow and workforce optimization.
• Design and implement customer-centric service strategies to enhance satisfaction, reduce complaints, and improve Net Promoter Score (NPS) and RSAT.
• Supervise team members and customer service representatives, driving performance through coaching, feedback, and performance metrics.
• Own sales targets for the contact centre channel; track and monitor performance metrics like conversion rates, lead generation, and average revenue per agent.

• Managing a strong customer service team to be client friendly and driving the team to take ownership of any given task and complete it within given deadlines.
• Co-ordination with internal teams like compliance, Fraud team, Risk Team.
• Delivering Customer Delight at all times by providing end to end resolution in touch base with various internal and external units.
• Interfacing with clients in understanding their requirements and cultivating relations for customer retention and securing repeat business.

Started career as a Customer Support Officer and earned multiple promotions over 7 years, progressing into mid-senior roles through consistent performance and leadership. Gained extensive experience across diverse domains in both UK and US banking markets, including retail banking, credit cards, and collections. Demonstrated strong expertise in customer service, compliance, process transitions, and stakeholder coordination in outsourced contact centre environments.