Sachin Ralhan

About Sachin Ralhan

As Vice President and Head of Contact Center & Digital at DCB Bank, I bring over 24 years of banking experience to the forefront of customer engagement and operational transformation. My work focuses on leveraging data analysis and digital solutions to enhance service delivery, improve cross-sell strategies, and increase client satisfaction. By integrating customer-centric programs like Voice of Customer and asset-liability retention, I contribute to the bank’s sustainable growth initiatives. At DCB Bank, I collaborate with teams to implement innovative sales operations and digital engagement strategies, empowering measurable outcomes aligned with organizational objectives. My expertise in managing outbound contact centers and driving cross-sell opportunities ensures impactful results, while my commitment to service-oriented solutions underscores my dedication to operational excellence and customer success.

Experience

1. Vice President & Head of Contact Center & Digital

   Dcb Bank

   Aug 2024 — Present

   1.Digital Desk Operations Ensure timely resolution of all digital service triggers within defined turnaround times. Oversee monthly vendor payments and maintain financial discipline. Drive cost optimization initiatives while ensuring compliance with regulatory standards. Analyze digital desk performance metrics to support strategic decision-making. Lead continuous process improvement across digital service operations.2. Contact Centre Management Manage inbound contact center operations, including welcome calls, feedback collection, and attrition management. Maintain high-quality service standards with consistent monitoring and reporting. Ensure documentation and process approvals are aligned with guidelines. Conduct daily operational reviews, team huddles, and publish quality and error trend reports. Promote adoption of kmt tools to enhance operational efficiency across contact center and branch banking.3. Business and Revenue Targets Drive achievement of business goals across insurance, revenue generation, asset mobilization, and fixed deposit conversions. Collaborate with product and sales teams to maximize lead conversion and customer engagement.4. Training and Quality Assurance Ensure all contact center leaders are IRDA certified & enhance employee service quality Conduct regular engagement sessions with product heads and facilitate knowledge sharing. Lead enhancements to quality monitoring tools5. Employee Engagement and Stakeholder Management Foster a positive and performance-driven work culture through structured engagement activities. Build and maintain strong relationships with internal stakeholders across departments and levels. Champion initiatives that enhance team morale, collaboration, and service excellence.6. Key Projects : Leading Key AI projects and ensure timely completion.

Education

• R. D. National College

  Bachelor of Science - BS, Physics