Damini Kumari

Currently driving key digital and customer engagement initiatives, with a strong focus on automation, AI, and data-led communication strategies. My responsibilities include:

🔹 Leading and optimizing WhatsApp and web-based chatbots, including AI chatbot implementations for enhanced customer experience

🔹 Managing SMS and WhatsApp push notification campaigns to improve outreach and customer engagement

🔹 Overseeing digital IVR systems to streamline customer support and reduce manual dependencies

🔹 Performing data analysis to support decision-making and improve digital journey effectiveness

🔹 Enhancing and maintaining the Customer Portal and Contact Us page to ensure seamless self-service experiences

🔹Integration of new product & LMS to existing digital channels

Started my journey as a Management Trainee, and over the years, grew through multiple roles:

➡️ Cluster Collection Manager

➡️ Cluster Head – Personal Loan

➡️ Regional Head – Personal Loan

➡️ Regional Transformation Officer – Transformation Dept.

Proud to have been part of the historic transition from Janalakshmi Microfinance to Jana Small Finance Bank, where I contributed to:

🔹Executed projects to ensure state through process & reduction of turn around time along with this implementation of branch code migration projects and enabled 10-minute field disbursement across branches.

🔹Collaborated with IT team to develop customized report generation.

🔹Analyzed performance data monthly and delivered insights to leadership.

🔹Generated weekly/daily MIS reports to update leadership on project advancements & teams performance.

🔹Represented Jana at NABARD, engaging in strategic planning discussions.