Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

DEVASHISH NANDI

Customer-Centric Banking Leader: Specializing in Service Strategy, Process Improvement, and Team Leadership
Mumbai,MH

Summary

Accomplished leader with over two decades of experience in banking and financial services. Dedicated to enhancing customer satisfaction, building lasting client relationships, and optimizing service delivery. Proven expertise in developing customer-focused strategies, leading high-performing service teams, and elevating the overall customer experience through training initiatives. Seeking to apply extensive skills in process improvement, stakeholder management, and customer needs assessment to drive service excellence and contribute to organizational success.

Overview

26
26
years of professional experience
4
4
Languages

Work History

Vice President - Learning Lead "Retail Asset"

RBL Bank
03.2023 - Current
  • Spearheaded the development of comprehensive training programs at RBL Bank, enhancing employee skills and productivity, directly contributing to improved customer interaction quality and service proficiency.
  • Conducted thorough assessments of training impacts, driving measurable improvements in business growth, including positive trends in customer satisfaction and loyalty metrics.
  • Focused on team development and conflict resolution, resulting in significantly improved workplace dynamics and engagement, fostering a more positive and effective customer service environment.
  • Aligned training programs with organisation Vision, Mission, and Values, ensuring all customer-facing initiatives consistently reflect a commitment to service excellence.
  • Led projects based on Training Need Identification to equip employees with the skills necessary to meet and exceed customer expectations.

Vice President - Head Smart Branch

RBL Bank Ltd.
09.2020 - 03.2023
  • Responsible to handle a team of Relationship Managers for domestic and international customers.
  • Create and enforce plans that will help meet the needs of customers.
  • Execute and Build long-term relationships with clients and customers.
  • Work quickly to address and resolve customer issues.
  • Notify the sales team of new sales and cross-selling opportunities.
  • Encourage high-sales and good customer service practices.
  • Create strategies and work with clients to boost their brand.
  • Help promote and maintain a positive company image.
  • Account acquisition, identify strategic accounts and interfaces with customers to understand their needs in an advisory selling approach to convert them into net-new buyers.
  • Track the Profit and Loss - Cost to Income ratio, Channel Profitability.
  • Innovate and Implement incentives plan.
  • Liaise with Branches, Zonal Heads, BSG, operations.
  • Coordinating with Compliance/Legal any other regulator with regards to governance of sales process and process enhancements and other stakeholders to overhaul and optimize the digital client acquisition process.
  • Accountable for conceptualizing and running campaigns around channel migration to digital channel by understanding transacting behaviour of clients therefore leading to better efficiencies of the mapped portfolio.
  • Examining existing processes and evaluating process changes to reduce bottlenecks and improve acquisition experience and service quality for managed customers.

Unit Head - Outbound

Axis Bank Ltd
09.2018 - 08.2020
  • Ensure effective use of business intelligence to ensure that there are adequate leads that would help in achieving the sales targets.
  • Spot opportunities for improving quality and quantum of leads. Effectively strategize and manages campaigns for meeting the assigned targets.
  • Identify and execute training requirements to boast the sales process, conduct refreshers, role model plays.
  • Effectively utilizes all applications, tools, and databases used to process transparent end to end client support.
  • Successfully completed training for more than 2000 employees across level for Product, Skill, Problem Solving, Refresher Programs, Project Module.
  • Acknowledged for having successfully introduced several Lean Six Sigma Projects.
  • Skilled in implementing BPMS process with best in class audit scores across 2 critical processes.
  • Gained international experience of presenting Innovation Process at International Forum ANQ Congress 2014 Singapore.
  • Initiated internal Auditor training for the organization, selected as an Internal auditor and successfully completed audit for other departments in the organization.
  • Identified areas of improvement for implementing zero defect process both on Inbound and Outbound.

Customer Service | Outbound Unit | Innovation |

Reliance Commercial Finance (Reliance Capital)
05.2008 - 09.2018
  • Reviewed all existing processes, suggesting and implementing changes that directly improved customer experience, service turnaround times, and overall satisfaction.
  • Proposed and managed the implementation of new software/applications designed to enhance customer interaction channels and service efficiency.
  • Conducted in-depth research to identify gaps in meeting the needs of existing and potential clients, leading to the development of more customer-centric products and services.
  • Steered business development activities with a core focus on excellent Customer Service, ensuring all initiatives prioritized client satisfaction and relationship building.
  • Streamlined operations of the centralized call centre for both inbound and outbound processes, significantly improving first-call resolution rates and overall customer service quality.
  • Formulated and monitored the annual operating plan for the call centre, including incentive structures designed to motivate executives to deliver superior customer service
  • Managed the Centralised Call Centre, overseeing all inbound and outbound customer interactions to ensure adherence to quality standards and service level agreements.
  • Implemented BPMS processes achieving best-in-class audit scores, reflecting a commitment to consistent and high-quality customer service delivery.
  • Identified areas for improvement to implement 'zero defect' processes, minimizing errors and enhancing the customer experience in both inbound and outbound interactions.

Deputy Manager

HDFC Bank
07.2002 - 05.2008
  • Led team of 40 + members providing service to high network / high profile relationship customers for more than 52 branches.
  • Built robust mechanism for People Management; use additional tools to gauge performance like cross-sell, flexibility in attending roaster, capacity to handle extra activities, interaction with peers and subordinates; measured every 3 months to discuss feedback and growth of the team member.
  • Steered Complaint Management with focus on 'Quick Kills'.
  • Streamlined outbound activity for retention; performed cross-servicing on inbound and outbound target based.
  • Executed activities of Debt Management and Applications Process Unit.
  • Managed administrative functions for the centre including recruitment and HR-related activities, infrastructure, premises location, electrical equipment maintenance, and others.

Supervisor

ICICI Bank
11.1999 - 06.2002
  • Answering calls for Banking and Credit Card.
  • Handling admin and log book for debit card and credit card dispatch.
  • Vendor Management.
  • Attained cross-selling of 102 %, 105 % and 110% of the targets for 3 consecutive month.

Education

Masters in Personel Management - Human Resources Management

D.Y. Patil Institute of Management
Pune, India
07-2001

Bachelor of Commerce - Commerce

Maganmal Udharam College of Commerce
Pune, India
05-1999

Skills

Team leadership

Accomplishments

  • Actively competing on the professional senior tour with a world ranking of 963 in the 45+ tennis category (as on May 2025).
  • A dedicated photographer who applies the same focus and precision from the court to the creative process of capturing visual stories.

Timeline

Vice President - Learning Lead "Retail Asset"

RBL Bank
03.2023 - Current

Vice President - Head Smart Branch

RBL Bank Ltd.
09.2020 - 03.2023

Unit Head - Outbound

Axis Bank Ltd
09.2018 - 08.2020

Customer Service | Outbound Unit | Innovation |

Reliance Commercial Finance (Reliance Capital)
05.2008 - 09.2018

Deputy Manager

HDFC Bank
07.2002 - 05.2008

Supervisor

ICICI Bank
11.1999 - 06.2002

Masters in Personel Management - Human Resources Management

D.Y. Patil Institute of Management

Bachelor of Commerce - Commerce

Maganmal Udharam College of Commerce

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DEVASHISH NANDICustomer-Centric Banking Leader: Specializing in Service Strategy, Process Improvement, and Team Leadership