This document contains a summary of Shikha Jha's professional experience and qualifications. She has over 10 years of experience in operations management, people management, and client relationship management. Her career highlights include successfully transitioning fraud investigation operations from the UK to India. She was awarded several times for her leadership and for driving performance and process improvements. Her objective is to obtain an operations management or client relationship management role with a reputable organization where she can utilize her expertise.

1. Contact Details
+91 8800323339
soulshikha@gmail.com
I am a passionate
Operations Manager with
strong focus on people
development and team
management
CORE
COMPETENCIES
Creative Team
Management
Operations
Management
Workflow and Process
Optimization
Effective Communicator
Enthusiastic Leadership
Conflict Resolution
Personal Summary:
10 years of experience in managing operations
in banking and domain. Specialized in People
Management, Performance Evaluation,
Reporting, Process transitions, and Quality
Initiatives.
Career Goal:
Aspiring towards Operations Management/
Client Relationship Management with a reputed
organization. Specialties -Operational
Management, Client Relationship Management,
Transition Initiatives, driving performance, and
talent grooming.
SHIKHA JHA
OPERATIONS MANAGER

2. Was awarded for last quarter as People’s Champ –Ops and for being fanatical
about client & staff.
Successfully done transition of Fraud Investigation operations from the UK to
India and migrated processes.
4 Platinum Star awards for smoothly managing the team and displaying
stewardship in process improvements.
Working with sincerity & dedication had rewarded me with 2 IJPs in 4 years.
Won 12 Quality Certificates for WOW call taken in Citibank.
To reduce unnecessary call handoffs from Telephony team to Back-office team
to improve customer service and
Automating Quality monitoring forms results in timely feedback and robust
monitoring.
White Belt Projects:
Synopsis of Achievement and Highlights of Career
Profile- Manage a team of Client Servicing (US and German) .
Build and maintain relationships with internal and external stakeholders.
To have a hawk-eye for new prospects deriving from existing customers.
Ensure adherence to Service Level Agreement. To work towards strengthening
the quality approach of the company in customer/client minds.
Being an unorganized industry my role was to embed a performance culture,
framework, and review processes to achieve service levels and improvement
against set targets.
Review management information and recommend and suggest improvements
across departments.
To work closely with operations leader to ensure client goals are met and
quality needs are exceeded. To work closely on BQ management.
To handle escalations and provide floor support with a team player approach.
To work on contingency management for expected volume spike during
specific seasons. To work on resources/volume ratio management
Was responsible to work closely with recruiters to manage to source, interview
and
employment processes.
Was responsible for coordinating with the clients and constant engagement for
sourcing
requirements.
Was responsible for revenue generation of the organization.
Proimage experts -Halo Media (3D Animation and post-production studio based
in Cleveland Ohio) -Deputy Manager
Unnati – Client Manager (Jan 2019 to Apr 2020)
Work Experience:

3. Profile - Working for Google on the payroll of Concentrix, Managing team
working on complex queues of ads approval such as terrorism, alcohol, drugs,
and pharmaceuticals •
Managing customer satisfaction scores and working on initiating ideas for
continuous improvement.
Managing customer complaints and planning to mitigate them and achieve
optimum satisfaction. Managing day-to-day deliverables-client escalations and
ensuring timely reporting to clients as required by the project
Chairing and participating in calls & meetings with clients for process
improvement solutions. • Present structured approach for new ideas and
innovations for business improvements.
To maintain high-quality standards and show consistent improvement. •
Manage attrition by driving employee satisfaction.
Maintain a high level of motivation & development/growth of team members. •
Handling new joiners with structured ramp-up plan • Presenting deliverables
weekly /monthly or as per client requirement.
Responsible for managing the delivery of several projects for films, web series,
ads, and short films in Bollywood.
Delivered VFX for 10+ projects. Managed creative and production team to
deliver the projects within budget and timelines in the pipeline.
Major Clients were: Yash Raj Films, Phantom and Reliance, Satish Kaushik,
Friday Films, Abbas Mustan Productions, Venus, and many more.
Leading dynamic process team of 40 dealing in Refund of charges, online
applications, and issuing tax certificates handling disputes & chargeback from
customers.
Managing stakeholders across different geographies through constant •
Monitor adherence to audit & compliance requirements.
Review operational risks and design controls to mitigate them.
Manage budgets for Incentive Plan and Colleague Welfare.
Managing Service Level Agreement of the process to drive operational
excellence.
Identify cross-training requirements for optimum utilization of resources.
Concentrix - Operations Manager (Oct 2016 to June 2018)
Ivana Studioz - (Jan 2015 to Sept 2016)
Genpact - Assistant Manager in Banking and Dispute Operations.
(Apr 2015 to Dec 2015)

4. To lead the team that performs tasks of monitoring and reviewing transaction
data and electronic accounts to prevent possible fraud.
Identify issues by analyzing volumes and related quantitative data.
To work with Police, Visa, MasterCard, and other banks to investigate cases. •.
Assist in the functioning of fraud tools and practices that will monitor, detect,
and respond to suspicious activity to reduce business risk.
Detect fraud trends of triggered transactions to assist the strategy and
analytics team to make necessary changes to rules of fraud tools.
Improvise and modify existing procedures to fit new, nonstandard situations. •
Formulate the process that supports strategic plans and generates reports to
track the results of specific tactics.
To perform control checks to ensure adherence to BSS Compliance.
To maintain documentation of staff as per BSS Compliance Policies.
Identify process gaps & collaborate with clients to formulate solutions. •
Handling client queries and acting as the face of the business.
To service queries of the mortgage customers.
Provide leads to marketing executives & telesales.
Generate repeat business through successful follow-up.
Perform Back-end activities for optimum satisfaction of customers.
Barclays Shared Services – Team Lead (Debit and Credit Card)
(Jun 2007 to Mar 2015)
Citi Bank Phone Banking Officer - (Jul 2006 to Jun2007)
Reference: As per request