Ankita Singh

• Delivered a zero-disruption migration of 40+ operational queues from Manchester (UK) to Noida, sustaining 100% SLA adherence from day one and protecting service continuity for onshore stakeholders.
• Lead and supervise daily customer service operations.
• Built and led a 20+ member team across multiple operational queues, lifting productivity and engagement while sustaining seamless multi-time-zone service delivery.
• Equipped onshore UK leadership with daily and weekly SLA performance insights, strengthening cross-time-zone decision-making and stakeholder confidence.
• Standardized the end-to-end SOP lifecycle across all queues, audit and regulatory readiness and reducing process variance ahead of compliance reviews.
• Presented monthly business reviews and Action Closure Packs (ORAC) to senior leadership, driving timely risk closure and informed decision-making.
• Reduced attrition and lifted team productivity by designing structured performance management, recognition programs, and data-led coaching frameworks.
• Strengthened operational resilience by Business Continuity Management (BCM) compliance and resilience planning across the function.
• Worked closely with onshore clients, HR, and Compliance to resolve issues faster and keep teams aligned on shared SLA goals.

• Drove a 15-member team to consistently surpass 95% schedule adherence, ensuring uninterrupted service delivery.
• Resolved customer escalations and complex operational issues, slashing reopen rates and restoring client confidence.
• Steered performance management cycles that lifted team engagement and output, translating into measurable productivity gains.

• Applied Root Cause Analysis techniques (Fishbone, 5 Whys) to identify recurring issues and design corrective action plans — the groundwork behind the escalation reductions noted earlier in this resume.
• Trained frontline teams on redesigned protocols to improve resolution speed and first-contact outcomes.
• Built Excel dashboards to track SLA performance and escalation trends, giving leadership ongoing visibility into recurring issues.

• Handled customer queries on financial products, ensuring compliant, audit-ready resolutions in every interaction.