Kavita ‘ Nair Kumble
Private Wealth Manager
201 , Sneh Kunj Society , Dr Charat Singh Colony , Chakala , Andheri ( East ) Mumbai
Summary
Seasoned Consumer Banking Professional with overall 25 years of Experience majorly in Citigroup and IDFC First Bank . Overall expertise in Consumer Finance, Merchant Operation's, Service Quality ,Retail HNI Wealth Banking Services , MSME , Working Capital and Private Banking Services .
Significant Career Highlights :
• Part of the Start up Central Corporate Team at IDFC First Bank in Retail Asset's, involved in designing the Service Architecture for MSME Team. Was involved in multiple projects in building the Bank like CRM , Training Manual's , Building up of Application Forms for the Bank across all services .
• Awarded Role Model for Customer Service and Empathy at Inter level Branch for West at Citibank, Fort for 2008.
• Employee of the Month Award in April 2009 at Citibank, Fort.
• Best Control's and Compliance for 2008 at Citibank, Fort.
• Shooting Star Award for Best Cross sell for 2007, at Citibank Fort.
• Best Performing Team Award at All India level for 2005 at Eserve International Limited
Overview
30
30
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Vice President
HDFC Bank
02.2025 - Current
- Developing customized financial plans for clients, taking into account their unique goals and risk tolerance levels.
- Optimized asset allocation across multiple accounts for enhanced performance while adhering to each client''s unique risk profile.
- Actively participated in industry conferences and networking events, staying current on best practices and expanding professional connections.
Assistant Vice President : Zonal Service Head
Motilal Oswal Private Wealth
03.2023 - 02.2024
- Heading Mumbai , Gujarat , Pune and Kolkata Service Team with a span of control of around 45 Service Spocs along with 4 Team Leaders .
- Ensuring Seamless Service delivery to Private Wealth customers with zero errors in transactions.
- Working along with all key stakeholders to ensure process improvements and enhancing of service.
- Coaching and mentoring of staff to ensure they stay motivated to work better .
- Increased efficiency by streamlining processes and implementing new software tools for the team.
- Improved employee retention rates through the development of comprehensive training programs and mentorship initiatives.
- Drove innovation by encouraging creative problem- solving among team members and staying abreast of industry trends and best practices.
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
- Allocated work assignments and tasks to comprehensively manage administrative projects.
- Hired and managed 15 new service managers to drive business growth.
Deputy Vice President : Client Experience
Indusind Bank
06.2021 - 12.2022
- Heading Mumbai for Customer Experience as Regional Head and driving branch scorecard across 100 retail branches.
- Responsible for engaging with branch staff and making branches successful.
- Managing and supervision of a team of subordinates. .
- Responsible for Service Escalations to seniors and ensuring proper RCA in place .
- Trouble shooting and resolution of unsolved cases and Quality Control .
- Improve customer care quality results by studying, evaluating, and redesigning processes/systems; establishing and communicating service metrics; monitoring and analysing results; implement changes.
- Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
- Identify new tools and technologies to better serve the customer
- Drive better sales through service
Chief Manager : Customer Experience
IDFC First Bank Limited
02.2015 - 09.2019
- Recommend relevant changes in Product, Processes, Services after identifying gaps and feedback from frontend service.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Handling Escalations of Customers to seniors and doing a RCA on it along with quick resolutions and ensure those are not repeated .
- Partnered with business units / stakeholders to deliver services that support company objectives and consistent with corporate values.
Associate Private Banker
Citibank NA
10.2010 - 04.2014
- Ensure detailed KYC of client and On boarding done, with proper Account Opening Process.
- Span of Control over 150 Clients with Net worth over 25 Million Dollar each .
- Timely and Accurate Investment Transactions done for the Clients .
Citigold Service Manager ( Retail Banking)
Citibank NA
04.2006 - 10.2010
- Responsible for Citigold HNI Client Services, with High Net worth over 10 crores.
- Span of Control included 350 clients across.
- Identified issues, analyzed information and provided solutions to problems.
- Offered seamless and efficient service to all customers, handled challenging situations with ease.
Team Lead : Service Quality
Eserve International Limited
12.2003 - 04.2006
Team Lead : Merchant Operations
Eserve International Limited
07.2000 - 11.2003
Credit Analyst: Consumer Durable Loans
Citicorp Credit Services Limited
02.1999 - 06.2000
Customer Support Executive
Anubhav Finance Limited
02.1996 - 10.1998
Management Trainee - Sales and Strategies
Mahindra Guestline Limited
09.1995 - 12.1995
Education
B.Com - Commerce
M.L. Dhanukar College
06.1990 - 04.1995
PGDBM -
Narsee Monjee Institute Of Management Studies
06.1996 - 04.1997
Skills
Effective leader
Timeline
Assistant Vice President
HDFC Bank
02.2025 - Current
Assistant Vice President : Zonal Service Head
Motilal Oswal Private Wealth
03.2023 - 02.2024
Deputy Vice President : Client Experience
Indusind Bank
06.2021 - 12.2022
Chief Manager : Customer Experience
IDFC First Bank Limited
02.2015 - 09.2019
Associate Private Banker
Citibank NA
10.2010 - 04.2014
Citigold Service Manager ( Retail Banking)
Citibank NA
04.2006 - 10.2010
Team Lead : Service Quality
Eserve International Limited
12.2003 - 04.2006
Team Lead : Merchant Operations
Eserve International Limited
07.2000 - 11.2003
Credit Analyst: Consumer Durable Loans
Citicorp Credit Services Limited
02.1999 - 06.2000
PGDBM -
Narsee Monjee Institute Of Management Studies
06.1996 - 04.1997
Customer Support Executive
Anubhav Finance Limited
02.1996 - 10.1998
Management Trainee - Sales and Strategies
Mahindra Guestline Limited
09.1995 - 12.1995
B.Com - Commerce
M.L. Dhanukar College
06.1990 - 04.1995
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