Atul Shelar
Mumbai
Summary
Dynamic leader with a proven track record at Axis Bank, enhancing customer experience and driving significant NRI portfolio growth. Expert in leveraging technology proficiency and financial acumen to deliver industry-leading solutions. Excelled in project management and leadership, building industry-first institutional capabilities. Skilled in analytical problem-solving and impactful communication.
Overview
19
19
years of professional experience
Work History
Squad Leader - Customer Obsession & Transformation
Axis Bank
09.2017 - Current
- Part of lean team working on Bank's vision of making Axis Bank as one of the most customer obsessed Bank in India.
- Led the team in building institutional capabilities as tools to empower frontline channels deliver delightful experiences to the customers, such as:
- Kaleidoscope: Bank's internal CDP like data platform to capture customer's footprints across channels, products and provide true 360 view to frontline channels. The data stack now powers various analytical insights and nudges to frontline and customers. 2 Lakh+ customers experience the power of first contact resolution, proactive servicing every month. Sales conversations are now more meaningful with talking points relevant to the customers.
- Unified status tracker: Built a unified tracker for all the servicing and onboarding journeys for the customer and hosted across digital properties. Currently, close to 1 Million customers track their status every month with ease reducing burden on support channels.
- Service Guarantee Program: Launched a program for Bank's premium customers promising industry best servicing TAT. Built internal processes to ensure execution, methods of stringent monitoring and points of interventions in case of failures. Being scaled up to Mass Affluent segment of the customers now.
NRI Portfolio Manager
Axis Bank
09.2017 - 11.2021
- Grew NRI Book with a set up of Digital RMs across 5 locations in India and representative offices in UAE
- Led the scale up of Digital portfolio set up from 15 to 150+ RMs & managed relationships of 1.5 Lakh customers worth 1.8K Crores
- Strategized and executed various portfolio management initiatives at representative offices in UAE complying with local and overseas regulations.
- Scaled up to 40% share of new NRI acquisitions from UAE representative offices
- Facilitated portfolio performance review and implemented new strategies for deepening and NTB Acquisitions.
Lead - NRI Portfolio (VRM)
Yes Bank
11.2013 - 09.2017
- Led portfolio management of NRI, Salary & Wealth customers through Virtual RMs
- Responsible for enhancement of the portfolio, new acquisitions and cross selling revenue products
- Set up 'Industry-first' lead generation set up for Business Banking products
- Improved cross sell productivity of resources by 5X in 6 months
- Drove process improvements to reduce the TAT by 50% of NRI account opening
Channel Manager
Kotak Mahindra Bank
08.2008 - 11.2013
- Led an outbound call center unit of 100+ agents driving cross sell on ETB Credit card customers
- Set up backend operations from scratch for processing requests
- Set up Lead management system for fulfillment of leads generated by the channel
- Introduced campaign management to effectively churn finite base including various smart insight-led data cuts
Phone Banking Officer
ICICI Bank
05.2006 - 08.2008
- Generated business opportunities from inquiries of asset products
- Set up two external call centers to source liability business
- Managed MIS and analytics of the department
Education
MBA - Finance & Marketing
NMIMS
Mumbai01-2015
Bachelor of Commerce - Management
Mumbai University
Mumbai01-2006
Skills
- Analytical Skills
- Financial Acumen
- Problem Solving
- Project Management
- Change Management
- Technology Proficiency
- Team Leadership
- Communication Skills
Accomplishments
- Won 'CX Asis Excellence Awards, 2024' for Best use of Data and Customer Insights
- Served 2 Million premium customer's service requests with a Service Guarantee, creating delightful moments
- Facilitated DIY status tracking of about 1 Million customers a month
- Drove cultural values across branch banking network with various initiatives
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Squad Leader - Customer Obsession & Transformation
Axis Bank
09.2017 - Current
NRI Portfolio Manager
Axis Bank
09.2017 - 11.2021
Lead - NRI Portfolio (VRM)
Yes Bank
11.2013 - 09.2017
Channel Manager
Kotak Mahindra Bank
08.2008 - 11.2013
Phone Banking Officer
ICICI Bank
05.2006 - 08.2008
MBA - Finance & Marketing
NMIMS
Bachelor of Commerce - Management
Mumbai University
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