Anjla Dhir is an accomplished operations leader with 30+ years of experience building, scaling, and transforming large service organizations across financial services, insurance, and digital businesses. She has led high-growth environments, complex contact-center ecosystems, and multi-location operations while balancing customer experience, profitability, and compliance.
Across two decades at Citibank, Anjla headed CitiPhone Banking for North & East India, managing 300+ team members and outsourced partners, delivering service, sales (30% revenue contribution through the channel), productivity and retention outcomes. She later spent over eight years at Policybazaar (PB Fintech), playing a pivotal role in shaping high-velocity operations, transformation programs, and people-centric work environments.
Anjla is deeply passionate about execution excellence, digital enablement, and building trusted, high-performance teams. She also serves as a Certified Independent Director and ESG-certified professional, bringing governance and board-level maturity to fast-growing organizations.
Focus Areas with Fractional Edge
- Fractional COO — scale-up, stabilization & operating model design
- Call-center and shared services optimization
- Customer experience, NPS, retention & revenue enablement
- Process excellence, digitization & cost efficiency
- Change management & organizational capability building
- Governance, controls and board-level operating discipline
Notable Experience
- Senior Director – Operations, Policybazaar
- VP & Head – CitiPhone Banking (North & East), Citibank
- Branch Service Head, Citibank