Kotak Mahindra Bank

VP & Head Customer Experience - Cards

Axis Bank

AVP- process re-enginnering, Custoner experience

Process Re-engineering and Service for Retail and Corporate Banking

Assistant Vice President - Inbound Channels

Senior Manager

Managing and governing Training, Service Quality and Operations for the Retail Banking Processes.

Manager - Operations and Quality Governance

PayMate India Pvt. Ltd

Program Management Profile:
Preparing pre-sales proposals like BSD and SRS, liaising between the sales and technology team in initiating and smooth transition of the project from pre-sales to post sales.
Client Account Management by providing technical support for international client based in Tirana, Albania.
Managing and participating in User Acceptance Testings on new products.
Monitoring and meeting the client-defined SLAs for application testings.
Liaising with the clients on product performance and requested changes post sales.

Service & Risk Profile:
Heading and managing Customer Care, Risk fraud Control and Operations. 
Setting & revising Customer Service policy periodically for the company.
Build controls and tools to protect both the organisation’s and clients' interest
Post acquisition product trainings to the affiliated business partners.
Execution and Implementation of CRM (Customer Relationship Management) tool for improved customer experience.
Participation in the recruitment, selection and training of new recruits. 
Train and develop subordinate professionals to assume more complex activities
Provide authoritative guidance to team members on corporate goals and objectives
Reviewing and renewing KPIs of team members every quarter thereby improving  productivity
Developing and implementing motivational and training activities/awards to encourage productivity level and employee relations.
Focal point for all communication with vendors and business team disciplines for resolution of issues and disputes.
Developing and implementing controls, tools, policies and procedures for the identification, collection and analysis of risk related information
Monitoring terms and conditions to ensure compliance with appropriate laws, regulations, corporate policies and business unit procedure.

Manager

Citigroup

Heading and managing a team for HNI clients of the bank in daily banking activities
Handling cross selling of Loans, Personal Loans and customer escalations.
MIS generation on problem Incidence, collating on TNA requirements for the department.
Performed and authorizing online banking transactions like processing drafts, a/c to a/c transfers, cash delivery requests subscription and redemption of mutual funds, Share transfers within daily TATs etc.
Instrumental in setting up SME/SRE (Subject matter Expert & Subject resolution expert) pilot project started in July’05.
As a part of SME Desk, handled customer complaints, escalations to the bank from RBI and ensured end to end resolution with 100% customer satisfaction.
As a part of the SRE desk, trained new executives to transact on customer’s account and manage financial transactions.
Assisted the Service relationship Manager in quicker resolutions from HNI customers at the bank branch, branch Co-ordination, Vendor Co-ordination.

Team Leader

HDFC LTD

Handled different operations for the fixed Deposits placed at the corporation.
MIS reporting for the inbound queries received from agents and customers
Managing fixed deposit receipt creations, renewals, repayment for customers pan India.

Executive

Started my career while studying & slowly started understating what does a Customer want. Why does he buy your product , what does he expect once he buys from you, why should we listen to a customer . What can I improve to give him better !
Journey led me from one organisation to another within BFSI industry. This started with my journey to work with front end channels to supporting business verticals on improving Customers Experiences. 
Today, with 22 years of experience . I am working with one of the leading banks to improve the experience journeys for Credit Card segment. 


Always welcome to to expand my horizon & use my limited knowledge to gain more insights & eventually help organisations enhance their Customer Experience! 

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