Open to opportunities

Radhika Arora

@radhikaarora

Message

I lead branch banking, customer operations, and large-scale capability development.

India

Message

What I'm looking for

I'm seeking a senior remote leadership role in customer success, customer experience, operations, client or account management, or learning and development, where I can lead distributed teams, strengthen client relationships, and scale service quality.

I'm leading end-to-end branch operations at HDFC Bank, accountable for localized business growth, customer experience, team performance, and operational excellence.

Previously at ICICI Bank, I delivered 49% year-on-year branch profitability growth, launched a new branch to profitability within six months, and managed high-value institutional, government, healthcare, and education relationships. I also led and upskilled a team of 10 banking professionals while maintaining branch break-even performance above 90% across consecutive quarters.

At Educomp Solutions, I managed strategic partnerships across 60+ schools and directly upskilled approximately 1,000 educators on digitized classroom platforms. Earlier, at Firstsource Solutions, I directed operations for 350 customer service executives and 13 team leaders, including the ahead-of-schedule Airtel Punjab project launch and migration.

Across banking, BPO operations, relationship management, and training, I bring experience in SLA and KPI management, compliance, customer escalations, workforce planning, virtual facilitation, and scalable capability building.

Experience

Work history, roles, and key accomplishments

Current

Branch Manager

Current

HDFC Bank

Jul 2026 - Present (1 month)

Lead end-to-end branch operations with accountability for business growth, customer experience, and team performance. Manage and mentor branch team, handle escalations, and collaborate with corporate stakeholders.

Branch Operations Team Leadership Customer Relationship Management Performance Management Compliance Escalation Handling

Branch Manager

ICICI Bank

Feb 2017 - Jun 2026 (9 years 4 months)

Led and mentored a team of 10 banking professionals, achieving 49% year-on-year growth in branch profitability. Directed operations of a new branch to profitability within 6 months and earned early promotion to a larger branch.

Branch Management Team Leadership Business Development Profitability Analysis Cross Selling Relationship Management

Area Manager – Relationship Management Group

Educomp Solutions Ltd.

Apr 2012 - Jan 2017 (4 years 9 months)

Led a regional team of 20 relationship professionals, managing corporate accounts and partnerships with 60+ schools. Designed and executed tech-enabled training initiatives, upskilling approximately 1,000 educators.

Team Leadership Relationship Management Enterprise Sales Training Client Acquisition Customer Lifecycle Management

Assistant Manager – Operations

Firstsource Solutions Ltd.

Jul 2008 - Mar 2012 (3 years 8 months)

Directed a large-scale operations ecosystem with 350 customer service executives and 13 team leaders. Managed the launch of the Airtel Punjab project and received commendations for meeting SLAs.

Operations Management Workforce Management SLA Team Leadership Process Optimization

Team Leader

Orbit Plus Callnet

Feb 2008 - Jul 2008 (5 months)

Supervised a production unit of 15 customer service associates, monitoring interaction metrics and conducting performance optimization. Designed and delivered training on mobile technology, mortgage underwriting, and MS Office.

Team Leadership Performance Monitoring Training Delivery Customer Service

Technical Support Associate

Wipro BPO

Served as front-line technical authority for customers with desktop OS failures, hardware issues, and network connectivity problems. Received multiple quality recognitions and customer satisfaction awards.

Technical Support Troubleshooting Customer Satisfaction Quality Assurance