Experience

IIT Kanpur Development Foundation (IITK DF)
• India
• Fundraising
• 1 - 100 Employee
• Vice President Operations and Alumni Relations

  • Oct 2021 - Present

IDFC FIRST Bank
• India
• Banking
• 700 & Above Employee
• Customer Experience Lead

  • Dec 2020 - Oct 2021


Edelweiss - Private Wealth Management

• Assistant Vice President

  • Feb 2017 - Dec 2020

   Heading client experience and customer centricity initiatives for the Private Wealth Management business of Edelweiss Financial Services  Imperative part of the CX officers committee for Edelweiss group involving strategic decisions and projects  Instrumental in setting up the NPS framework and team to monitor, analyze and provide inputs to business. Supervise CLC and adopt best practices to make effective policy changes keeping the customer at the heart of service delivery  Successfully established a central communication team to scrutinize and approve flow of outbound regulatory and other mandatory business communications including content writing and standardizing templates. Designed a point score-based communication audit framework, likewise, monitor client engagement activities and social media aggregation  Manage and monitor client touch points, escalation & grievance redressal desk, accordingly, recommend solutions and document RCA  Strategized customer journey mapping and acted as an interface between customers and internal teams to continuously improve experience  Managing digital Transformation initiatives Eg: Feedback management in Salesforce, NPS via Litmus, etc.  Monitoring escalations and training the officers to manage BAU with regards to transaction processing and queries, requests and complaints. Designing R&R programs and team engagement activities  Experienced in analysis and re-design of business processes to adopt a digital operating model by streamlining, reducing complexity, optimization of cost and improving customer experience Show less



Lodha Group

• Real Estate
• 1 - 100 Employee

• Associate General Manager, CRM (NRI/HNI)

  • Feb 2013 - Jan 2017

   Responsible for managing the service process workflow for NRI clients in Lodha’s luxury segment projects. This translates into a revenue portfolio for a customer base of ~1500 HNIs • The role involved strategizing, managing, coaching, supervising and enabling customer service managers to deliver consistent quality standard in client experience. Maintain effective communication, among the team  Collaborate and develop process workflows and audit framework in Salesforce operating systems  Was a key member to design and implement the service standards used to set up the NRI servicing team. Created the operational framework and collaborated with stakeholders for defining a niche in services experienced by NRI clients  Key emphasis is to work on client service initiatives for NRI clients in the high-end projects of Lodha group while acting as a team manager and as a service interface between the organization and clients  Responsible for managing process controls and address customer escalations  Review the overall performance of the team as defined and ensure that Customer Service Managers achieve the required performance targets and standards in accordance with the business plan. Monitor and report progress and performance, provide feedback and take appropriate corrective action  Prepare and present business reports, performance dashboards and process initiatives to management Show less



Religare Macquarie Private Wealth

• Senior Manager - Client & Corporate Service

  • Aug 2010 - Jan 2013

   Key emphasis is to work on central strategic and process improvement initiatives for client and corporate services vertical  Responsible for managing process controls and act as a central client experience officer to initiate and incorporate new processes in accordance with industry standards, also work closely with compliance to ensure that processes are laid as per prescribed policies and guidelines to safeguard the interest of the organization  Act as a gatekeeper to ensure all service mangers across Pan India act within the defined framework  Manage timely reporting of dashboards to senior management and seek valuable feedback for process improvisation in order to enhance client experience  Ensuring and closely monitoring all client touch such as the toll-free no, client inward email / SMS facility are been managed as per laid service standards and ensure timely reporting of errors or escalations  Working on several central initiatives such as CRM surveys and client engagement plans for the service team to enhance customer experience  Acting as a Branch operational Risk manager and ensuring that all branches adhere to the audit framework  Monitor lease agreements and other statutory requirements to ensure that the organization is safeguarded of all encumbrances, additionally responsible to curb cost wherever necessary and introduce measures to diagnose cost impact across processes  Conduct timely trainings and provide direction to service managers on process enhancements. Create a platform for exchange of thoughts and generation of new ideas Show less



Royal Bank of Scotland

• Banking
• 1 - 100 Employee

• Client Experience Manager – Preferred banking

  • Jul 2007 - Aug 2010

   Responsible for managing the HNI client branch walk-in and provide timely and accurate banking solutions to all preferred business banking clientele  Handled branch banking service and operations related activity, including FOREX related transactions  Built and strengthened relationships with key accounts and opinion leaders, thereby ensuring high customer satisfaction by providing them with a range of banking product offerings  Managed and ensured that all customer request and account opening related activities is adhered within the stipulated TAT  All documents have been filed and documented as per audit requirements and proper MIS being followed for the same  Ensured best in class service standards and strict adherence to KYC and AML Guidelines of the Bank  Providing direction to team members in terms of process enhancements and customer expectation Show less



Bajaj Allianz Life Insurance Co.Ltd

• Senior Financial Service Advisor – BancAssurance

  • May 2005 - Jul 2007

   Motivating, managing and leading a team of 8 based at central locations of Standard Chartered Bank to achieve business targets as defined  Played a pivotal role in defining training programs and feedback mechanism via weekly performance reports and structured business plans  Interacted with and serviced HNI clients of the bank to strengthen the relationship  Analyzed product mix and identified customer segments to strategize and achieve business objectives  Responsible for ensuring the quality of services offered and productivity of the team Significant Highlights  Appreciated with the Young Team Managers award  Managed the top performing bank branches and met expectations  Acknowledged for contributing the highest in life insurance product mix for the western region amongst the CAT B grade branches of Standard Chartered Bank in FY07 Show less