Zohra Sharif
Training & Quality Leader
Mumbai
Summary
Results-oriented professional with over 15 years of experience in the banking sector. Proven track record in developing and implementing highly effective training programs, driving improvements in quality metrics, and ensuring compliance with regulatory standards. Skilled at leading and motivating teams to
achieve excellence in service delivery and operational efficiency.
Dedicated individual with a strong background in the industry,
committed to delivering exceptional results.
Overview
17
17
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Vice President - Training & Quality Leader
Yes Bank Ltd.
Mumbai
08.2022 - Current
- Collaborate with senior management to develop strategic initiatives and long term goals.
- Design and implement training programs for new hires as well as ongoing development initiatives for existing employees.
- Conduct governance activities for in house and partner Quality and Training Teams (RTRs, Trainers & Quality Analysts Certifications etc)
- Conduct Weekly Governance reviews to check on adherence of quality and training processes by in-house and partner teams.
- Identify trends, analyze root cause issues and support recommendation of appropriate corrective actions both short and long term.
- Designing Product & Process Knowledge Tests which wlill be specific to respective process.
- Designing OJT program for the new hires along with the define targets
- Engaging with Yes Bank Core training team for conducting monthly training to upskill employees competency
- Maintain healthy employee retention rate during training & OJTs
- Design & Participate in the calibration sessions along with Process Owners & Product SMEs aligned with Unit Managers & Vertical
- Tailor training materials covering areas such as customer service, sales techniques, product knowledge, and regulatory compliance
- Develop key performance indicators (KPIs) and quality metrics to assess service quality, accuracy, and compliance with policies and procedures
- Conduct regular audits, reviews and evaluations to identify areas for improvement and ensure adherence to regulatory requirements
- Collaborate with department heads, managers and other stakeholders to identify training needs priorities and opportunities for improvement
- Stay abreast of regulatory requirement for the Channel and ensure implementation
- Ensure that training programs and quality assurance processes are aligned with regulatory standards and organizational policies to mitigate operational risks.
- Engage with stakeholders to understand their needs and ensure alignment with training and quality objectives
Manager - Quality and Compliance
Axis Bank Ltd.
Mumbai
03.2021 - 08.2022
Hinduja Global Solutions
Deputy Manager - Training & Quality
Mumbai
07.2017 - 01.2021
Assistant Manager - Training & Transactional Quality
Concentrix Daksh Services India Pvt. Ltd.
Bengaluru
04.2016 - 04.2017
Associate Manager - Quality
Sutherland Global Services
Mumbai
12.2014 - 03.2016
Quality Leader
Times of Money Ltd.
Mumbai
03.2013 - 10.2014
Team Leader - Quality
Serco Global Services Ltd.
Mumbai
04.2008 - 01.2013
Education
Bachelor Of Business Administration -
IEC University
08.2018
Higher Secondary School Certificate (HSC) -
Maharashtra State Board
03.2003
Secondary School Certificate (SSC) -
Maharashtra State Board
03.2001
Skills
Certified Lean Six Sigma Green Belt from AIQM / Benchmark Six Sigma
Accomplishments
- Recieved Certificate of Excellence for being core member enabling the Volume 1 of "Fostering Excellence- Great Place to Work"
- Received Best Quality Executive for the month of Oct'09
- Received Best Quality Executive for Assurance in the Quality Rumble for the month of Jan'09
- Awarded with the prestigious i-Sparkle award for significant contribution in Quality for the period of April – September'09
- Awarded with Best Supportive Person from the Client
- Awarded with Consistent Performer Class of 2011 at Intelenet Annual Pulse Awards
- Awarded with the Platinum Award (Sutherland – 2016) in People Category for demonstrating one of the core values of the company
- Awarded with People Champion for the 2015 which awarded to top 10% Elite Managers
Certification
Lean Six Sigma Green Belt
Timeline
Vice President - Training & Quality Leader
Yes Bank Ltd.
08.2022 - Current
Manager - Quality and Compliance
Axis Bank Ltd.
03.2021 - 08.2022
Hinduja Global Solutions
Deputy Manager - Training & Quality
07.2017 - 01.2021
Assistant Manager - Training & Transactional Quality
Concentrix Daksh Services India Pvt. Ltd.
04.2016 - 04.2017
Associate Manager - Quality
Sutherland Global Services
12.2014 - 03.2016
Quality Leader
Times of Money Ltd.
03.2013 - 10.2014
Team Leader - Quality
Serco Global Services Ltd.
04.2008 - 01.2013
Bachelor Of Business Administration -
IEC University
Higher Secondary School Certificate (HSC) -
Maharashtra State Board
Secondary School Certificate (SSC) -
Maharashtra State Board