ANJUUM KHANNA
Customer Experience, Sales & Operations
Bangalore
Summary
ELEVATOR PITCH
Seasoned professional with over 20 years of experience in BFSI and FinTech space, specializing in SME, Enterprise Experience and Sales within startups. My core expertise lies in Global Operations and Customer Experience in BFSI and Fintech sectors. Currently, I'm a Senior Director Sales at Razorpay, where I'm obsessed with Customer Experience and building processes around customer journeys and behavior. My passion for CX allows me to create unique solutions that help organizations create exceptional customer experiences, improve customer satisfaction, and drive business growth. With my strategic thinking, leadership, and customer-centric approach, I'm confident that I can help any organization transform their Customer Experience(CX), Sales Strategy and Operations and achieve their business goals.
Overview
22
22
years of professional experience
7
7
years of post-secondary education
Work History
Senior Director
Razorpay Software
02.2021 - Current
- SME and Mid-Market Merchants – Merchant Experience Strategy and Account Management
- Responsible for managing P&L, Net Revenue targets and AOP for Mid Market hunting and farming teams
- Responsible for the achievement of 2x GMV growth, yearly NR targets and Cross Selling numbers
- Executed CX strategies and Cross Selling campaigns for various segments of merchant basis GMV, Tenure and business category
- Ensured monthly focus groups and engagements with merchants from various segments to understand defects in the business, their future requirements, issues and provide them with resolutions plus tweak processes to ensure 0 error
- Designed key word strategies with Marketing for better search optimization
- Managed outsourced vendor for reaching out to long tail merchants
- Worked closely with Training team designed short courses on Sales, CX and Customer Retention for Associates
- Collaborated with Seibel and Salesforce CRM teams and designed resolution ageing and stage wise dashboards
- Collaborating with marketing & product on strategies to acquire SME merchants through self-serve onboarding
- Led a 15 member Business Development team to acquire SME and Mid-Market merchants
- Led a team of 50 Relationship Managers to manage, cross-sell products & grow GMV & NR for the entire mid-market base
- Collaborate with Risk, Compliance, legal, Banking Operations, Products, Integrations and CS teams for seamless merchant onboarding and positive experience
Senior Director Customer Experience
Razorpay
Bangalore
02.2021 - 04.2022
- Experience Management, Business Operations and Merchant Onboarding
- Achieved Org targets of Improving NPS(Net Promoter Score) from -10 to +35
- Improved CSAT scores from 55% to 85% and Churn reduction from 27 to 23%
- P&L management for inhouse 300 FTEs and 150 outsourced FTEs
- Implemented Balanced Scorecards, KYC Onboarding Process, OKRs, Digital Customer Journeys, Quality Governance and Service Levels
- Collaborated with Cross Functional teams to ensure Customer Journey experience at every stage of onboarding
- Spearheaded project for differential experience for Enterprise and Mid Market merchants
Vice President
Mswipe Technologies
04.2019 - 01.2021
- Merchant Experience & Key Account Management
- Managed GMV growth from 20,000Crore/Annum to 30,000Crore/Annum in 2 years
- Managed P&L, AOP for 700 Customer Relations FTEs including 400 Feet on Street FTEs
- Successfully led a pilot team and deployed 70k QRs and help built Mswipe QR Merchant portfolio from 0 – 10x
- Designed framework to measure Merchant Experience and led the teams to achieve NPS score of ~+42 from ~+13
- Portfolio included Pan India Retail / SME & Banking merchants
- Strategized & managed TPV/GTV growth strategies for the entire retail merchant base
- Collaborated with Marketing and designed campaigns to grow the TPV/GTV to 2x in 12 months
Senior Principal Consultant
Cogent eServices
03.2018 - 04.2019
General Manager Business Operations / Customer Experience
TATA SKY INDIA
Bangalore
05.2014 - 11.2017
- The role was to accentuate business efficiencies, subscriber ARPU, and increase Net Promoter Score by reducing customer effort
- Led the Partner Customer Service Operations / Service Delivery of ~3500 FTE across 5 Key Partners and 15 Service
- Delivery Sites for 17 Million customers
- Designed and Spearheaded project to increase Customer Experience Score (NPS) from 37 to 65
- Stitched Customer Acquisition - Customer Segmentation and Campaign Management Strategy
- Successfully led a project with Seibel CRM team, BI and Analytics to sell “Right Content to Right Customer”
- Led a project with analytics team and designed Omni Channel to stitch customer journeys and life cycle management.
AVP
Personiv BPO Solutions
Gurgaon
10.2013 - 04.2014
National Bank of Bahrain Bahrain
01.2011 - 03.2013
- Bahrain’s leading provider of retail and commercial banking services
- A diversified global Bank with branches in
- Saudi, UAE & Qatar
- Reported to the GM – IT & Ops
- Head – CX and Business Operations
- Spearheaded teams managing Customer Experience, Fraud Prevention & Back Office Ops for Consumer Banking
- Responsible for leading a diversified Back Office Ops team for Fraud Analytics, AML and KYC / Customer Onboarding
Head Global Operations
Bank Muscat International, Al Salaam Bank
01.2010 - 12.2010
- Reported to the Global Head of Operations, Bahrain, led 3 key verticals (Contact Centre, Back Office Operations &
- Customer Onboarding) across multiple geographies (Kenya, Qatar, UAE & Seychelles)
Manager
Bank Dhofar Muscat
09.2006 - 12.2010
- Back Office Operations & Process Reengineering
- Reported to the COO Strategy & Planning– was hired to set up Customer Service and Quality Operations.
Manager Operations
INFOLINE, Gulf Air & Omantel
Muscat
04.2004 - 06.2006
Team Leader
Convergys Gurugram
04.2002 - 12.2003
Process Developer
GE CAPITAL
Delhi
01.2001 - 03.2002
Education
MBA -
Liverpool Business School
01.2021 - 04.2023
Post Graduate Program - Management
IMT
01.2019 - 04.2020
Certificate in Strategic Management - undefined
Cambridge International University
01.2010 - 04.2010
Bachelors of Commerce - undefined
Delhi University
01.1996 - 04.1999
Prince Certified Practitioner - undefined
Six Sigma Black Belt Certification - undefined
Skills
Collaboration, Ownership, Innovator, Problem Solver, Action Oriented, People Manager, Analytical, Stakeholder Management, Customer Experience
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
Timeline
Senior Director
Razorpay Software
02.2021 - Current
Senior Director Customer Experience
Razorpay
02.2021 - 04.2022
MBA -
Liverpool Business School
01.2021 - 04.2023
Vice President
Mswipe Technologies
04.2019 - 01.2021
Post Graduate Program - Management
IMT
01.2019 - 04.2020
Senior Principal Consultant
Cogent eServices
03.2018 - 04.2019
General Manager Business Operations / Customer Experience
TATA SKY INDIA
05.2014 - 11.2017
AVP
Personiv BPO Solutions
10.2013 - 04.2014
National Bank of Bahrain Bahrain
01.2011 - 03.2013
Head Global Operations
Bank Muscat International, Al Salaam Bank
01.2010 - 12.2010
Certificate in Strategic Management - undefined
Cambridge International University
01.2010 - 04.2010
Manager
Bank Dhofar Muscat
09.2006 - 12.2010
Manager Operations
INFOLINE, Gulf Air & Omantel
04.2004 - 06.2006
Team Leader
Convergys Gurugram
04.2002 - 12.2003
Process Developer
GE CAPITAL
01.2001 - 03.2002
Bachelors of Commerce - undefined
Delhi University
01.1996 - 04.1999
Prince Certified Practitioner - undefined
Six Sigma Black Belt Certification - undefined
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