Sekhar Manda
@sekharmanda
Operations Manager driving efficient, compliant operations across Banking and FinTech.
IndiaWhat I'm looking for
I’m a results-driven Operations Manager with 15+ years of experience across Banking, FinTech, Customer Operations, and Financial Services. I focus on turning operational data into action—governing SLAs and KPIs while improving customer outcomes.
At Bread Financial, I lead a 15-member operations team delivering service excellence across multiple workflows. I ensure adherence to KPIs, SLAs, quality metrics, and compliance standards, and I’ve used JIRA-based performance tracking to reduce response time by 20%.
In my FinTech role at Revolut India Pvt. Ltd., I managed and coached a 12-member team supporting global customers. I built SLA dashboards and RCA reports, reducing escalations by 18%, and I was recognized with the Best Team Award in 2023.
Earlier at HSBC, I managed end-to-end banking operations and relationship management for NRI clients, delivering first-call resolution for complex requests. I’ve consistently improved operational efficiency, balanced performance with risk and compliance, and earned repeated Employee of the Month recognition.
Experience
Work history, roles, and key accomplishments
Team Leader – Operations
Bread Financial
Apr 2024 - Present (2 years 2 months)
Led a 15-member operations team delivering service excellence across multiple regulated workflows. Implemented Jira-based performance tracking to reduce response time by 20%, improved customer satisfaction by 15%, and increased employee engagement/productivity by 25% through coaching and structured feedback.
Team Leader – Operations
Revolut India Pvt. Ltd.
Jan 2023 - Feb 2024 (1 year 1 month)
Managed and coached a 12-member FinTech operations team supporting global customers, ensuring high-quality service aligned to operational and regulatory standards. Built SLA dashboards and RCA reports to reduce escalations by 18% and supported best-team operational performance (Best Team Award 2023).
Overseas India Relationship Manager
HSBC
Mar 2012 - Dec 2022 (10 years 9 months)
Managed end-to-end banking operations and relationship management for NRI clients, delivering first-call resolution for complex banking requests. Improved operational efficiency and balance sheet performance through process optimization while maintaining customer satisfaction, compliance, and risk management (Employee of the Month 20+ times).
Senior Technical Support Executive
Sutherland Global Services
Nov 2009 - Mar 2012 (2 years 4 months)
Handled complex technical escalations within defined turnaround times and maintained strong service quality. Created standardized technical documentation to reduce errors by 30% and trained/mentored new hires to improve resolution accuracy and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Sekhar hasn't added their education
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