VIDHYA KALA V
Bengaluru
Summary
Experienced Banking Professional with 18 years in customer service, grievance redressal, and escalation management. Specialises in managing complaints, driving process improvements, and ensuring regulatory compliance across banking operations. Leads teams in complaint governance and service enhancement initiatives, fostering strong stakeholder collaboration to optimise service delivery.
Overview
20
20
years of professional experience
Work History
Nodal Officer – Customer Service & Grievance Redressal
Jana Small Finance Bank
Bengaluru
08.2022 - Current
- Managing customer escalation operations and complaint governance activities.
- Managed complaints from RBI Ombudsman and CMS portal, ensuring compliance with regulatory timelines.
- Reviewing and drafting responses for customer and regulatory escalations.
- Led team managing customer care emails and resolving complaints across banking products and channels.
- Coordinated with branches and internal stakeholders to enhance effectiveness of complaint resolution.
- Monitoring complaint trends and driving service improvement initiatives.
- Developed MIS reports, complaint analytics, and management dashboards to support decision-making.
- Assisted in audit and compliance processes while enhancing customer experience initiatives.
Manager – Inbound Operations
Kotak Mahindra Bank Ltd
01.2016 - 08.2022
- Managed inbound customer service operations and escalations to enhance customer satisfaction.
- Handled workforce planning and service quality monitoring to ensure operational resilience.
- Coordinated with operations and branches for efficient resolution of customer issues.
- Conducted performance monitoring, coaching, and process improvement initiatives.
Manager – Quality & Training
ING Vysya Bank
03.2013 - 12.2015
Senior Team Leader – Phone Banking
ING Vysya Bank
10.2008 - 03.2013
Customer Service Officer
ING Vysya Bank
01.2006 - 08.2008
Education
EMBA - Banking & Financial Services Management Information Technology
Diploma - Computer Science Engineering
Skills
- Customer Grievance Redressal
- Complaint management
- Complaint handling
- Customer Escalation Management
- Complaint Governance
- Service Quality & Compliance
- Service improvement
- Process Improvement
- Performance monitoring
- MIS & Reporting
- Audit support
- Stakeholder Coordination
- Customer experience
- Customer relationship management
- Team Management
- Customer relationship management
Accomplishments
- Recognized by senior management for customer service excellence.
- Recipient of Retail Banking Awards.
- Consistent top performer with strong service delivery ratings.
Languages
English
Advanced
C1
Tamil
Intermediate
B1
Hindi
Intermediate
B1
Interests
i like to watch TV, listening to music, exploring new ideas to teach kids
Timeline
Nodal Officer – Customer Service & Grievance Redressal
Jana Small Finance Bank
08.2022 - Current
Manager – Inbound Operations
Kotak Mahindra Bank Ltd
01.2016 - 08.2022
Manager – Quality & Training
ING Vysya Bank
03.2013 - 12.2015
Senior Team Leader – Phone Banking
ING Vysya Bank
10.2008 - 03.2013
Customer Service Officer
ING Vysya Bank
01.2006 - 08.2008