Priyanka Rulhan

Service Delivery Projects, ISO compliance and Consultation:

• Implementing and delivering bespoke services for projects for Service delivery, Process improvement, and product Launch processes
• Engaging meetings with diverse stakeholders to ensure alignment and collaboration.
• Streamlined dispute resolution process in collaboration with Head of Service Delivery, Banking and Operational Delivery teams, and stakeholders to ensure seamless execution of a world-class ombudsman service.
• Establish SLA's, KPI's for general resolution and Life insurance complaints and review process across stakeholders
• Establishing a dispute resolution framework (both Internal and external)
• Delivered detailed and insightful reports to stakeholders, enabling transparency and informed decision-making.
• Implemented service delivery dimensions for the banking sector, including enhancing service reliability, ensuring Quality Assurance, and complying with ISO standards.
• Organizational research for projects focused on defining business processes and strengthening customer relationships, ensuring increased profitability.
• Utilized diagnostic findings of major business units as a Process Improvement consultant to execute continuous improvement.
• Implemented Lean Six Sigma management systems during each deployment to identify cost savings opportunities and develop robust problem-solving systems.

• Monitored tier 1 vendors' performance through governance structure consisting of KPI's. monthly service level, contract change, issue management and financial reviews
• Administered and monitored customer satisfaction index resulting in reduced complaints and increased customer satisfaction.
• Spearhead the examination of large data sets to identify process gaps, leading successful efforts in the redesign and implementation of processes on a national level.
• Collaborated with technical teams to create in-depth solution and test plans for enhancing customer experience
• Implemented Chat Bots on company website to optimize conversational flows and enhance customer query resolution, reducing support requests to the contact center.
• Train and coach Lean Six Sigma Tools, Supporting Yellow Belt, and green Belt Certifications
• Collaborated with Product, Marketing, IT, Supply Chain and quality assurance stakeholders to identify improvement areas and implement solutions for key customer issues.
• Implemented annual budget plans and created advanced reporting models for precise analysis using historical data
• Organized and mentored monthly executive meetings, ensuring excellent service delivery to customers
• Developed departmental goals and implemented new business processes to drive process improvement.
• Hired, motivated, and retained top talent resulting in enhanced employee satisfaction and tenure

• Facilitated a company-wide information audit, identifying redundancies and opportunities that led to a 10% improvement in knowledge sharing.
• Developed targeted training materials in collaboration with SMEs, boosting companywide productivity by 35%.
• Authored 150+ technical documents tailored for non-technical audiences, substantially decreasing support tickets by 40%.
• Spearheaded a cross-functional team to document key processes, contributing to a recognized excellence award by the industry.
• Enhanced company's content management system, leading to a 5-point increase in Net Promoter Score (NPS) from internal users

• Supervised a team of over 60+ members, promoting departmental integration of processes.
• Identified key indicators for major process areas, resulting in a 65% decrease in detrimental quality oversights.
• Tracked quality metrics for all departments
• Led the successful delivery of over 15 major product releases, consistently achieving 98% customer satisfaction rates.