Deepti Pandit

Lead end‑to‑end service delivery and platform operations for key Digital & Payments ecosystems, including Debit Cards, Net Banking, Mobile Banking, UPI, FASTag, Prepaid Cards, and CBDC.

• Own platform stability, service quality, and operational governance for high‑volume consumer channels.
• Partner closely with Technology, Operations, Risk, Compliance, NPCI, regulators, and ecosystem vendors.
• Drive service‑health metrics, dashboards, incident governance, and root‑cause frameworks.
• Improve customer journeys and experience across digital and payment touchpoints.
• Lead change management for platform upgrades, regulatory changes, migrations, and new capabilities (including CBDC).
• Apply a product and transformation lens to service delivery, balancing experience, speed, resilience, and control.

Established and led a national Sales Enhancement & Enablement function for Consumer Finance.

• Facilitated acquisition and scaling of Consumer Finance portfolios (~INR 30,000 Cr) through MIS-driven insights.
• Developed performance dashboards and governance frameworks to enhance execution for senior leadership.
• Championed CRM/Vymo adoption and executed automation-led campaigns with performance-linked incentive governance.
• Partnered extensively with Sales, Product, Finance, and Technology teams.

This role built the governance, data, and execution foundation that supports my current Service Delivery leadership.

• Contributed to MD-level strategic initiatives enhancing asset penetration in HNW portfolios.
• Owned PAN‑India wholesale and retail asset processes, lead tracking, conversion, and TAT governance.
• Streamlined efficiency and adherence using analytics, structured reviews, and stakeholder alignment.
• Facilitated communication and collaboration between Product, Sales, and Operations.

• Channel Manager – Branch Asset Desk (Dec 2010 – Mar 2015)
• Business Planner – Credit Cards & Retail Assets (Jan 2009 – Nov 2010)
• Channel Manager – Telesales / Investments & Liabilities (Aug 2008 – Jan 2009)
• Led channel strategy and execution frameworks across Retail Assets and Credit Cards.
• Designed sales and servicing models using cost‑benefit analysis and productivity metrics.
• Managed MIS, dashboards, P&L tracking, and senior-level performance reviews to inform strategic decisions.
• Developed and implemented incentive structures and productivity programs to align team performance with business goals.

Outlined career progression

• Assistant Manager – Personal Loans, Citifinancial (Jan 2002 – Jul 2005)
• Branch Manager → Area Sales Head → Channel / Projects Head, Standard Chartered Investments & Loans Ltd. (Aug 2005 – Jul 2008)
• Managed end-to-end consumer lending lifecycle, overseeing sourcing, underwriting coordination, disbursements, cross-sell, and customer resolution to enhance customer experience.
• Promoted to Area Sales Head (Mumbai), overseeing multiple branches and city‑level budgets.
• Recruited, trained, and led multi-location teams, ensuring performance and compliance in line with organizational standards.
• Partnered with Product and Risk teams to uphold portfolio quality and implement effective control measures.

• Customer Service Manager – S Kumars.com
• Telesales Executive – System House Consultants
• Customer Service Executive – Holiday Investment Exchange (Kamath Group of Hotels)
• Sales Executive – Auto & Consumer Loans (Genesis, Axis Finance, India Safety Vaults & other DSAs)

Foundation Established:
Customer empathy • Service mindset • Front‑end sales discipline • Process orientation • Strong communication skills