Sugandha Kochhar

With over twenty years of leadership experience in Branch and Retail Banking Liability Operations, Clearing Operations & Services Management, and Mortgage & Retail Asset Operations  I possess a successful track record in managing and leading branch operations and customer service operations. I excel in setting up mortgage operations, service operations, driving project management initiatives, and handling large teams for operational efficiency and customer satisfaction. My expertise lies in risk management, compliance, and adherence to legal and statutory guidelines. I have received accolades for streamlining backend operations processes, reducing costs, and enhancing operational efficiency and customer experience.

I have a diverse work experience in the banking and finance industry, with a focus on operations and customer service. Here is a summary of my work experience:

1. IIFL Home Finance Ltd, Gurgaon, India:
• Deputy Vice President (April 2022 - Present)
• Associate Vice President (July 2018 - March 2022)
• Current role: Head of Customer Service, responsible for managing Pan India customer service operations, implementing service levels and performance metrics, developing training programs, resolving customer requests/grievances, and improving customer retention.
2. RBS, New Delhi:
• Vice President - Retail Banking Operations (Oct 2003 - July 2017)
• Assistant Vice President, Senior Manager, Manager (Various positions held)
• Head of Contract Management Assurance & Operational Control (April 2014 - July 2017)
• Head of Operations, New Delhi & NCR (August 2011 - March 2014)
• Head of Clearing Operations, New Delhi & NCR (June 2007 - July 2011)
• Senior Manager, Mortgage Operations (Oct 2003 - May 2007)
• Roles included responsibilities such as managing operations, overseeing teams, ensuring compliance, optimizing processes, managing audits, and stakeholder management.
3. ICICI Bank, New Delhi:
• Manager Operations - Mortgages (Oct 2000 - Oct 2003)
• Responsible for daily mortgage operations activities, including processing, funding, filing, and closing loan accounts. Also involved in setting up mortgage operations at multiple locations.

Notable accomplishments include successfully executing outsourcing of call centre operations, streamlining backend operations processes, implementing the global contract management policy, and managing the transition service agreement during the migration of portfolios.

 1. M.Com. (Master of Commerce), Himachal Pradesh University, India - Year 2001
2. One-Year Diploma in Financial Management, Narsee Monjee Institute of Management Studies, Mumbai (NMIMS), India - Year 1998
3. B.Com. (Hons) (Bachelor of Commerce with Honours), Delhi College of Arts and Commerce, Delhi University, India - Year 1997