HETAL SHAH
Mumbai
Summary
Banking professional with 22+ years of progressive experience across customer experience transformation, service quality audits, credit card portfolio risk reviews, and trade processing operations. Demonstrated capabilities in managing complex transformation initiatives, improving data quality, implementing regulatory compliance frameworks, and enhancing service delivery standards. Adept in cross-functional collaboration, stakeholder engagement, and leading high-performing teams.
Overview
14
14
years of professional experience
Work History
Assistant Vice President – Customer Experience & Process Re-engineering (Credit Cards)
Axis Bank Ltd
08.2024 - Current
- Manage Process Health Assessment (PHA) scores for the Credit Card business line through weekly reviews with the PHA team.
- Lead reviews of training plans and onboarding checklists across departments.
- Ensure SOPs are standardized and adhered to by relevant stakeholders.
- Conduct deep-dive analysis of voice of customers (VoC) for detractors to identify key reasons affecting NPS and initiate process-level improvements.
- Analyze and evaluate five key processes (Onboarding, Rewards, Phone Banking, Servicing, and Usage) to identify and resolve broken processes.
- Establish governance for mass error tracking and implement preventative frameworks.
- Drive website tracker development to enhance transparency for customers from application submission to delivery stage.
- Conduct online and offline training programs through "Knowledge Series."
- Track P95 and P99 onboarding scores to ensure compliance with TAT and communication standards.
Senior Manager – Service Quality Audit, Quality Initiatives Group
HDFC Bank Ltd
05.2019 - 01.2022
- Monitored service standards across products and channels to improve customer satisfaction.
- Conducted quality reviews based on annual audit calendars, identified service delivery gaps, and benchmarked industry best practices.
- Articulated actionable insights and service improvement recommendations to senior leadership.
- Managed external vendor performance, ensured timely reporting, and aligned regulatory expectations.
- Updated mystery shopping parameters per RBI guidelines.
- Led vendor onboarding, policy evaluation, and execution of vendor payments.
Operations Analyst – Investment Management, Private Banking
J.P. Morgan Services India Pvt Ltd
09.2011 - 11.2015
- Acted as the central liaison between the Front Office, Trading desk, and Operations teams in India, London, and the US.
- Responsible for trade capture, settlement instructions (SWIFT MT 541/543), and end-to-end trade lifecycle management.
- Monitored trade rejections, reconciliations, short positions, and escalations.
- Specialized in handling high-value and critical-risk transactions.
- Created training documentation, SOPs, and managed new team member onboarding.
- Coordinated with Geneva-based offshore teams and provided monthly productivity reports.
Education
PGDBA - Banking, Insurance & Investments
Welingkar Institute
Mumbai, IndiaM.Com -
Mumbai University
B.Com -
Royal College of Arts, Science And Commerce
Mumbai, IndiaSkills
- Customer Experience Transformation
- Data Quality Compliance
- Governance
- Service Quality Audit
- Root Cause Analysis
- Process Health Assessment
- SOP Documentation
- Credit Card Process Optimization
- Onboarding
- Mystery Shopping
- Regulatory Compliance
- Leadership
- Stakeholder Management
- Vendor Management
PERSONAL DETAILS
English, Hindi, Marathi, Gujarati
Accomplishments
- Awarded Extra Miler for proactive responsibility and leadership during manager absence (Feb & Jun 2012).
- Honoured Champ of the Quarter and Month award (2008).
Timeline
Assistant Vice President – Customer Experience & Process Re-engineering (Credit Cards)
Axis Bank Ltd
08.2024 - Current
Senior Manager – Service Quality Audit, Quality Initiatives Group
HDFC Bank Ltd
05.2019 - 01.2022
Operations Analyst – Investment Management, Private Banking
J.P. Morgan Services India Pvt Ltd
09.2011 - 11.2015
PGDBA - Banking, Insurance & Investments
Welingkar Institute
M.Com -
Mumbai University
B.Com -
Royal College of Arts, Science And Commerce
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