Jitendra Vyas
CUSTOMER EXPERIENCE / VIRTUAL ENGAGEMENT HEAD
Mumbai
Summary
Results-driven leader in Customer Experience Operations, specializing in the management of Mass and Mass Affluent banking segments. Expert in leveraging omni-channel platforms, including Voice, Video, Chat, Email, and D2C to enhance customer engagement and satisfaction. Proven track record of optimizing operational efficiency and driving significant improvements in service delivery. Committed to fostering an innovative environment that prioritizes exceptional customer experiences.
Data Analytics Specialist with a strong focus on leveraging predictive modeling and chatbots technologies to anticipate customer needs and enhance service quality. Demonstrated ability in efficient issue resolution and ongoing service improvement, resulting in significant cost reductions. Expertise in cost management strategies ensures optimized operations and resource allocation.
Results-driven professional with a strong background in developing mental models that enhance customer-centric journeys, resulting in improved officer efficiency and superior customer experiences. Proven track record in leading large-scale transformative projects focused on sales management. Recognized for effective people management and collaboration with stakeholders to drive organizational success.
Overview
25
25
years of professional experience
Work History
VRM Head
Kotak Mahindra Bank
Mumbai
09.2021 - Current
- A team of 250 VRMs has grown to over 1,000 VRMs (85:15 ratio between outbound and Service VRMs) across three locations: Thane, Bangalore, Hyderabad, and Noida.
- Provided virtual experiences to Cat C and unmanaged bank base using inbound, outbound, D2C, chase marketing techniques.
- Successfully transformed a single product-focused team into a customer-centric team, measuring on NPS with a multi-product approach.
- Improved I2C by 2.3 times over 2 years, financial years of operations.
- Established assets and life insurance businesses, sustained, and grew profitable business lines.
- Improved inbound efficiencies through a successful blend of bot, voice, and trail communication initiatives.
- Successfully leveraged data and technology to increase the efficiency of VRM, leading to a reduced headcount and higher customer management, resulting in a 40% increase in I2C and a better experience.
National Head - OCC Affluent
Axis Bank Ltd
Mumbai and Hyderabad
10.2019 - 08.2021
- Directed virtual engagement strategies for affluent and super-affluent customers of the bank.
- My team is spread across six locations, covering Priority (400 VRMs), NRI (330 VRMs), Burgundy (50 VRMs), and Service (150 VRMs) segments of account holders.
- Core expertise is demonstrated in developing a Virtual Relationship Management Channel in the Priority, NRI, and Burgundy (Wealth) segments, delivering excellent service.
- Extended support to physical network of the bank by creating opportunities to engage with HNI customers.
- Proven expertise in Transition Management, Quality and Training Frameworks, and end-to-end Sales Operations Management.
Centre Head - ADC
Axis Bank Ltd
Hyderabad & Mumbai
04.2018 - 09.2019
- In addition to managing Hyderabad Centre I was given responsibility of managing the Mumbai Centre which had 250 VRM's across Prime, Priority and Burgundy segment
- The Hyderabad Centre ramps up from 500 staffer to 750 Seater
- Incremental sanctions were for Virtual acquisition of resident and non resident customers
Centre Head - ADC
Axis Bank Ltd
Hyderabad
04.2015 - 03.2018
- Started from scratch the first outbound contact centre for the bank, subsequently lead the go live of second location at Bangalore
- In initial stages outbound centre lead sourcing of Cards and Asset products and subsequently developed business lines on Credit Cards Portfolio products, eventually housed a team to source and service NR and Domestic Accounts and complete Digital on-boarding
- Continued success lead to further addition of business lines leading to deposit sourcing, attrition management
- As business spread across 6 locations in subsequent years Hyderabad was a BCP site housing backup for all Virtual businesses
Circle Priority & Wealth Head
Axis Bank Ltd
Hyderabad
04.2011 - 04.2013
- Lead a team of 80 Priority and Wealth RM's supported by 15 Service RMs
- The team ranking moved from being last in 26 circles to top 3 in first year
- Implemented a rigorous and stringent sales management framework, monitoring engagement and coverage of at least 80% of mapped customer's on quarterly basis
- Partnered with branch heads to co-ordinate and co-own the initiative, Went on joint calls for under-performing RM's
Head of Business Alliances & Liabilities Business
Axis Bank Ltd
Dubai
04.2009 - 03.2011
- As head of Business alliances my job was to source and manage remittance alliances with leading banks and exchange houses in GCC
- We had dedicated NR acquisition and service teams in partnership with leading banks like Doha Bank, ADCB Bank, Bank Muscat, Bank Sohar which was acquisition and service engine for the bank from partner platform
- Additionally at Dubai Representative Office I had a dedicated team of 12 RM's and 50 Acquisition Officer's sourcing and managing relationships from UAE
Manager (on Deputation to RAK Bank)
Axis Bank Ltd
Dubai
01.2007 - 03.2009
- Under partner Alliance with National Bank of Ras Al Khaimah (RAK BANK) was the first officer to be deputed to UAE
- Lead a team of 12 Acquisition Officer's, 1 Investment Advisor and 1 Dedicated Home Loan Advisor
- Successfully lead the RAK NRI desk across major RAK Bank Branches becoming a service and sourcing point for NR Accounts from major UAE locations
Manager - NRI Services Desk
Axis Bank Ltd
Hyderabad
07.2003 - 12.2006
- In the first year of employment topped the PAN India NR RM Ranking
- Investment advisory and portfolio management services provided in association with broking houses lead to phenomenal increase in remittances leading to 5X increase FX income and CASA buildup
- Sustained the business growth for 3 consecutive years and remained at the top ranking, being hosted by Chairman and MD Dr
- P J Nayak
Junior Officer
ICICI Bank Ltd
Vijayawada
06.2000 - 06.2003
- Performed CSO role in supporting branch operations
- Learnt Cash Management, ATM operations, Clearing House, LC and Forex Servicing, RBI & regulatory Returns of the branch
Regional Head (South) - Lakshya & Retail Initiatives
Axis Bank Ltd
Hyderabad
05.2013
- Was leading the transformation of Bank as part of Project by Mckinsey & Co
- Was instrumental in driving change management across south branches starting from Sales and Service CRM Implementation and adoption, doing joint reviews with business heads, helping and assisting second line leadership to understand and leverage the potential of institutional frameworks
- Supplementary initiatives included designing new work flow for branch employees, tools to standardise and improve routine branch operations and following FTR to reduce duplication and errors
- Travelled across most major cities in south India to drive the objective and personally interact with front end resources
Education
Executive Education - Digital Transformation -
ISB Executive Education
Hyderabad07-2023
Executive Education - General Management Program -
IIM - Ahemadabad
Off Campus - Dubai01.2010
B.Com(Hons) - Statistics, Finance & Taxation
Osmania University
Hyderabad04.1999
Skills
- Effective Solution Development for Clients
- Resilient Change Management
- Project Management Proficiency
- Strategic & Digital Marketing Initiatives
- Effective Leadership
- Expense Control Administration
References
References available upon request
Languages
Hindi
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Marathi
Intermediate (B1)
B1
References
References available upon request.
Timeline
VRM Head
Kotak Mahindra Bank
09.2021 - Current
National Head - OCC Affluent
Axis Bank Ltd
10.2019 - 08.2021
Centre Head - ADC
Axis Bank Ltd
04.2018 - 09.2019
Centre Head - ADC
Axis Bank Ltd
04.2015 - 03.2018
Regional Head (South) - Lakshya & Retail Initiatives
Axis Bank Ltd
05.2013
Circle Priority & Wealth Head
Axis Bank Ltd
04.2011 - 04.2013
Head of Business Alliances & Liabilities Business
Axis Bank Ltd
04.2009 - 03.2011
Manager (on Deputation to RAK Bank)
Axis Bank Ltd
01.2007 - 03.2009
Manager - NRI Services Desk
Axis Bank Ltd
07.2003 - 12.2006
Junior Officer
ICICI Bank Ltd
06.2000 - 06.2003
Executive Education - Digital Transformation -
ISB Executive Education
Executive Education - General Management Program -
IIM - Ahemadabad
B.Com(Hons) - Statistics, Finance & Taxation
Osmania University
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