Radhika shaw
@radhikashaw
I lead client-facing operations teams, improving service delivery, performance, and stakeholder outcomes.
IndiaWhat I'm looking for
I've led client-facing operations for US insurance, banking, mortgage, and international service environments, most recently as a Business Process Lead at Capgemini.
At Capgemini, I managed day-to-day US insurance operations, tracked KPIs and SLAs, resolved escalations, communicated performance updates to US clients, and maintained MIS, dashboards, and Power BI reporting.
At Tata Consultancy Services, I progressed from Fresher to Team Lead and led a 20-person team delivering US and UK banking services across chat, email, and voice. I coached employees, managed audits and workflow reporting, addressed performance gaps, and supported process improvements.
Experience
Work history, roles, and key accomplishments
Led day-to-day operations for a US Insurance process, managing inbound and outbound activities while ensuring consistent service delivery. Monitored team performance against KPIs and SLAs, coordinated with US clients, and prepared MIS and Power BI reports.
Led a team of 20 employees, monitoring performance against client-defined KPIs and SLAs for US and UK banking clients. Managed service delivery across chat, email, and voice channels, and supported process improvement initiatives.
Education
Degrees, certifications, and relevant coursework
Ravenshaw University
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration degree from Ravenshaw University, Odisha, completed in 2015.
Ravenshaw University
Intermediate, General Studies
Intermediate qualification from Ravenshaw University, Odisha, completed in 2012.
Cambridge School
Matriculation, General Studies
Matriculation from Cambridge School, I.C.S.E, completed in 2010.
NIIT
Diploma, Software Engineering
Diploma in Software Engineering from NIIT Cuttack.
Tata Consultancy Services
Certification, Agile Methodology
Certification in Agile Methodology from Tata Consultancy Services.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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