Dilnaz Sidhwa
About Dilnaz Sidhwa
Dilnaz Sidhwa serves as the Vice President and National Contact Center Head at IndusInd Bank, where she has worked since 2013. She has extensive experience in banking and contact center management, having held various leadership roles at Citibank, HSBC, and ICICI Bank.
Work at IndusInd Bank
Dilnaz Sidhwa serves as the Vice President and National Contact Center Head at IndusInd Bank. She has held this position since 2013, contributing to the bank's operations in the Mumbai Area. In her role, she oversees a large team, including 500 officers, 15 managers, 25 deputy managers, and 2 assistant vice presidents. She is responsible for managing operations across Mumbai and Chennai, ensuring effective service delivery and operational efficiency.
Education and Expertise
Dilnaz Sidhwa earned her MBA in Finance from NMIMS, where she studied from 2002 to 2005. She also attended Vissanji Academy. Her educational background in finance has equipped her with the skills necessary for her roles in banking and operations management, particularly in contact center environments.
Previous Experience in Banking
Before joining IndusInd Bank, Dilnaz Sidhwa gained extensive experience in the banking sector. She worked at Citibank India as a Manager from 2005 to 2007 and held various positions at HSBC from 2007 to 2012, ultimately serving as Assistant Vice President. Additionally, she was the Chief Manager and Head of the Banking Contact Center at ICICI Bank for one year in 2012-2013.
Key Initiatives and Projects
At IndusInd Bank, Dilnaz Sidhwa led the establishment of the Digital Banking team, known as 'Banking at Palms.' She also implemented significant projects related to IVR and Call Center infrastructure, focusing on customer segmentation-based service and routing. Furthermore, she set up a disaster recovery site for the Call Center, enhancing operational resilience.
Team Management and Operations
Dilnaz Sidhwa manages a diverse team and is responsible for vendor management, including contracts and service delivery through service level agreements (SLAs). She developed and facilitated a training program aimed at enhancing staff skills and ensuring a consistent customer experience across touchpoints.