SUMIT SINGH

• Managing Operational Risk Management (ORM) for Rural COE; tracking risk frequency, and supporting compliance through ORM project execution and Key Risk Indicator (KRI) monitoring.
• Leading the Call Center COE and Customer Data Portal (CDP) team, driving 16+ non-AOP projects, and reporting weekly progress to Sales and Business Heads.
• Achieved 99.3% automation in CDP data uploads across all LOBs, managing CDP escalations across 28 business units, and delivering daily MIS on IT tickets, compliance, and CDP adoption.
• Handling dialer and data unit operations for sales contact centers and digital platform teams; ensuring TRAI compliance, optimizing dialer logic, and resolving real-time IT/dialer issues.
• Leading the EMI Card Portfolio Sales and Collections team (60 agents, 2 TLs, 1 AM) for RBL and INSTA EMI cards, coordinating with sales leadership to achieve targets and maintain business continuity.
• Maintaining accurate and timely MIS reports to track business performance, collections, and sales metrics.

• Led a 30-agent sales team for Elite Card and Personal Loan processes.
• Tracked daily DRR, staffing, and target vs. Achievement metrics to drive performance.
• Coordinated with clients on sales targets, performance updates, and issue resolution.
• Managed data strategy and churning to improve lead quality and conversion rates.
• Handled escalations and joined sales calls to support and coach team members.
• Implemented performance improvement ideas to help the team consistently meet daily goals.

• Handling outbound calls for insurance sales and customer service.
• Resolving customer queries and escalations related to claims and service issues.
• Following up with customers who raised complaints for timely resolution.
• Learning dialer operations and data strategy to improve NOP, and productivity.

Retail Customer Engagement and Sales Enhancement.

• Worked in CD goods sales, with a strong knowledge of electronic products and effective sales pitching.
• Handled branding and promotion of new brands and product launches.
• Engaged customers to drive product awareness, and increase sales conversion.

• 7+ Years