Shaikh Rubina Banu

I’m a bank operations and MIS leader focused on turning complaint and performance data into clear, actionable outcomes. My career spans customer service and inside sales, with a strong emphasis on accurate reporting, SLA compliance, and continuous improvement.

At IndusInd Bank, I analyze complaints and requests raised by the contact center, coordinate with branches and departments for timely resolution, and escalate wherever applicable. I manage a team of 10–15 while balancing automated workflows with rigorous quality checks, publishing Daily Ageing and Monthly complaint MIS to support decision-making.

I also lead advanced Excel-based reporting (VLOOKUP/HLOOKUP/XLOOKUP, Pivot Tables/Pivot Charts, conditional formatting, and IF/SUMIF/COUNTIF), dashboarding, and KPI tracking using large datasets to maintain accuracy. Earlier, at HSBC Bank, I handled customer service calls and complaints, earned recognitions including “best phone banking officer” (2015–2016) and “best quality scorer” (2021–2022), and contributed to training and mentoring for contact center performance.