sarita daultani

Progressed across three leadership levels within theThird Party Channel function,
expanding scope from operational administration to full governance and strategic
oversight.
Lead end-to-end governance and operational oversight of indirect sales and
service operations delivered through third-party partners.
Provide strategic leadership to 75+ internal and external/vendor team members.
Own SLA/KPI governance frameworks, strengthening accountability, performance
monitoring, and operational control.
Oversee full vendor lifecycle management, including onboarding governance,
performance scorecards, contractual adherence, and compliance monitoring.
Strengthen operational risk controls, ensuring regulatory alignment and audit
readiness.
Drive complaint management frameworks and service quality improvement
initiatives across high-volume operations.
Establish structured MIS reporting and performance dashboards for senior
leadership visibility.
Standardize processing controls and governance mechanisms to enhance
operational stability and reduce risk exposure.
Partner with cross-functional stakeholders to optimize performance, manage risk,
and improve customer outcomes across the third-party channel.

1. Onboarding staff with mandatory UAE checks and arrange trainings
2. Managing processing team
3. Invoice management for 3 RD party vendors
4. Complaint management
5. Support HOD for identification of service KPI, KCS and bring attention to urgent issues
5. Responsible for internal and external governance checks
6. Vendor contract, addendum and process update

Leveraged customer insights to recommend relevant bank products, driving a 120%
surge in Personal Loan sales, an 89% increase in Credit Card issuance, and
achieving referral-only growth for Home Loan applications.
Assisted walk-in customers with their inquiries, providing prompt and effective
solutions within 2-days turnaround time.
Prepared and analyzed weekly target reports, tracking performance metrics and
identifying opportunities for improvement.
Proactively followed up with clients, addressing their concerns, clarifying queries,
and building lasting relationships.

Reduced customer churn by 55% through outbound and inbound tele-calling,
surpassing targets by 35%.
Successfully influenced and retained 75% of at-risk customers, generating
substantial revenue uplift.
Exceeded service standards by resolving 100% of attrition cases faster than the
targetTAT.
Successfully enrolled NA customers in the loyalty program, leading to
enhancement in repeat business.
Fostered seamless collaboration between Quality Assurance, Sales, Phone Banking,
and Branches to effectively manage retention strategies.
Compiled comprehensive reports, providing valuable insights to relevant
departments for process optimization and issue resolution.
Continuously optimized team productivity to manage higher volumes while
maintaining exceptional customer service levels.
Successfully led the entire two-month migration process of the Retention &
ComplaintsTeam to Chennai, ensuring smooth transition.
Built and maintained robust databases, ensuring accurate and efficient data
organization for sales and marketing activities.
Achieved a 100% daily call target for outreach to potential customers, consistently
exceeding expectations.
Converted sales leads by reaching out to prospective customers for Gold Credit
Cards via phone calls, exceeding daily outreach goals.
Utilized strong communication and listening skills to understand customer needs
and effectively promote relevant financial products