Bharath Tadepalli

About Bharath Tadepalli

A seasoned professional with 18 years of experience with abilities in Customer Experience, PNL, Audit & Compliance, Fraud Prevention, Customer Experience, Process Improvement, Cost Efficiency, Senior Management Escalations, CSAT, NPS, SalesWell versed with the concepts of Process Strengthening, Risk Assessment, People & Relationship Management, Operations Management, Senior Management Escalations, Service Level, Occupancy, Channel Blending, Multi Skilling, Customer Experience, Sales, CSAT, Training, Recruitment, Outbound Processes, E-Service Channel, Chat, and Correspondence Channel

Experience

1. Centre Head, Inbound, Outbound, E-service & Chat Channels

   Dcb Bank

   Jun 2024 — Present · Hyderabad, IN

   Strategic & Operational Leadership• Oversee end-to-end operations of the contact center, ensuring smooth functioning across all shifts.• Develop and implement strategies to achieve key KPIs such as Service Levels, AHT, CSAT, FTR, and Productivity.• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.Customer Experience & Quality• Ensure consistent delivery of high-quality customer service in line with bank standards.• Work with QA teams to analyze customer interactions and drive corrective and preventive measures.• Manage escalations effectively, ensuring timely resolution and customer satisfaction.Technology & Process Enhancement• Collaborate with IT and product teams to improve CRM tools, IVR, dialers, and automation initiatives.• Drive digital transformation (self-service adoption, chatbots, AI-based support).• Analyse operational data to identify bottlenecks and implement process improvements.Sales & Revenue Contribution • Ensure contact center teams achieve sales targets for cross-sell, up-sell, and lead conversions.• Monitor productivity of outbound sales teams and improve campaign effectiveness.• Drive disciplined follow-ups, lead hygiene, and conversion metrics.Crisis & Incident Management• Manage high-volume spikes, system downtime, customer escalations, or emergencies.• Ensure business continuity plans (BCP) are in place and effectively executed.Reporting & Stakeholder Management• Prepare MIS on volumes, performance, service levels, and workforce metrics• Present insights and action plans to senior leadership• Coordinate with business heads, marketing, product teams, and branch leadership for end-to-end service alignmentCompliance, Risk & Governance• Adherence to all regulatory guidelines (RBI, Data Privacy, TRAI)• Maintain strong controls to prevent operational risks, fraud, and process gaps• Timely completion of audits and compliance checks

Education

• Symbiosis Centre for Management Studies- Pune

  Master’s Degree

Skills

• Business Intelligence
• Banking
• Risk Management
• Team Management
• Kyc
• Analysis
• Business Analysis
• Process Improvement
• Quality Assurance
• Bpo
• Customer Experience
• Call Centers
• Business Development
• Risk Assessment
• Retail Banking
• Internal Audit
• Analytics
• Credit
• Operations Management
• Mis
• Recruiting
• Management
• Credit Cards
• Financial Risk
• Core Banking
• Relationship Management
• Outsourcing
• Requirements Analysis
• Cross Selling
• Performance Management
• Financial Services
• Crm
• Business Process Improvement
• Training
• Customer Service