Ankita Singh
@ankitasingh4
Experienced banking operations professional specializing in service delivery and escalation management.
IndiaWhat I'm looking for
I am a banking operations and service delivery professional with experience across retail and contact-center environments, holding an MBA in Human Resource Management. I have led service delivery teams, managed escalations, and driven process improvements to reduce repeat interactions.
At RBL Bank I served as Deputy Manager — Service Delivery Ambassador, maintaining customer relationships, leading teams, and acting as Branch Operations Manager when required. Previously at Kotak Mahindra Bank I managed centralized service assurance and escalations for voice and email channels, defining service levels and improving closure metrics.
I bring strong customer-service orientation, experience with ticketing/email platforms, and a track record of meeting service levels and improving processes. I am motivated to take on roles that leverage my operations leadership and escalation management strengths in banking or financial services.
Experience
Work history, roles, and key accomplishments
Deputy Manager – Service Delivery
RBL Bank
Mar 2021 - Jun 2021 (3 months)
Led service delivery team, maintained customer relationships, identified customer needs, and acted as Branch Operations Manager in absence while handling cash counter operations.
Deputy Manager - Escalation Manager
Kotak Mahindra Bank
Oct 2018 - Dec 2019 (1 year 2 months)
Led centralized service assurance and escalation desk for contact center (voice and email), defined SLAs, implemented process improvements to reduce repeat cases, and ensured timely resolution of customer escalations.
Officer
IDFC Bank
Aug 2016 - Oct 2018 (2 years 2 months)
Acted as intermediary between clients and support departments, provided customer support via email, maintained branch records per policy, and assisted clients with account opening and product information.
Phone Banking Officer - Trainee
ICICI Bank
Jan 2015 - Aug 2015 (7 months)
Handled and resolved customer queries via phone, provided product and service information, and cross-sold banking products to customers.
Education
Degrees, certifications, and relevant coursework
ISBM Mumbai
Master of Business Administration, Human Resource Management
MBA in Human Resource Management completed in 2017 with focus on HR principles and practices.
KC College, Mumbai
Post-Graduate Diploma, Public Relations and Advertising
Post-Graduation Diploma in Public Relations and Advertising specialized in media planning and copy writing, completed in 2013.
UMUniversity of Mumbai
Bachelor of Arts, Mass Media (Advertising)
Bachelor's degree in Mass Media with specialization in Advertising, completed in 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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