Vishal Singh

SA Charges Transparency Framework

• Enabled proactive low balance alerts on IB/MB landing pages, integrated with an 'Add Funds' option to enhance the customer experience.
• Developed Straight-Through Processing (STP) for the automated reversal of charges on MB for eligible SA customers.
• Clevertap and Firebase integration are under development to track the efficacy of low AMB alerts and the 'Add Funds' feature.
• Liaised with the BIU team to create a Power BI dashboard for monitoring reversal trends and identifying repeat abusers.
• Created an organization-wide communication plan and engaging Pulsate content to ensure widespread understanding of the framework.

Collaboration with Axis Direct: Enhancing Customer Retention

• Conducted joint workshops with RMs and BROs to initiate wealth creation conversations and improve awareness of Axis Direct investment products.
• Monitor the effectiveness of workshops by tracking leads created, account activations, and performance metrics of participating RMs.
• Liaised with stakeholders to develop EDMs and promotional materials to disseminate awareness of Axis Direct offerings across the bank.
• Working on embedding an audio podcast link into the Siddhi app, enabling RMs and branch staff to stay updated on market trends and investment opportunities.
• Adding market updates and Knowledge Bytes to the Learning Management System (LMS) to ensure timely access to financial insights and updates for RMs and branch staff.

Regional Service Delivery Interventions

• Analyzed and monitored Net Promoter Score (NPS) trends and Voice of Customer data to prepare detailed insights and actionable reports.
• Published periodic NPS updates and detractor close-looping insights to drive customer satisfaction improvements.
• Coordinated with the BIU team to develop dashboards for Pulsate adherence and NPS detractor close-looping, improving monitoring capabilities.
• Conducted training sessions with branches to leverage institutional tools (FTR, Adi, Kaleidoscope) for enhanced customer engagement.
• Organized Live Pulsate events to celebrate branch and employee success stories, leadership updates, and address critical themes.

NFTR Analysis and Process Automation

• Conducted root cause analysis for NFTR issues in top CTST cases (account closure, minor to major) to improve resolution timelines.
• Facilitated automation of redundant steps by collaborating with stakeholders, enhancing service delivery efficiency.

Axis Promise Application Tracker Development

• Coordinated with the Product team to map out SA onboarding scenarios and process stages.
• Collaborated with vendors to design wireframes for mobile and web interfaces, ensuring a seamless user experience.
• Drafted customer-facing messaging and screen notifications, improving communication clarity.
• Conducted UAT and delivered weekly updates to stakeholders, ensuring timely and successful implementation.

• Manage the delivery of major digital transformation initiatives across Assets, Liabilities, and Credit Card businesses to Mobile, Net Banking, and WhatsApp banking platforms. Identified and worked on solutions to fix broken journeys across digital touchpoints using project management and Agile methodologies.
• Facilitate the automation of low-value steps in digital banking to enhance the user experience. Partner with the data analytics team to maintain data and processes to support qualitative research, reporting, and visualizations.
• Design, test, and deploy surveys that measure Net Promoter Score, Transaction, Buying, and Relationship journeys across different channels and products.
• Cross-linked service quality and Net Promoter Score data with product and sales databases to measure sales approach, lead conversion, and product knowledge. Participated in the vendor selection and management process for program initiatives.

• Executed service quality evaluations and Voice of the Customer (Net Promoter Score) programs across Reliance Digital stores and service centers, Pan India.
• Analyzed and reported performance data, translating findings into practical improvement actions.
• Designed and implemented an employee satisfaction survey (Voice of Employee), analyzed data across all locations and hierarchies of the organization to measure the employee engagement index.
• Managed corporate communications that presented customer case studies and success stories in a compelling way. Highlighted employee milestones and commemorated team achievements.
• Met suitable vendors to assess their services, negotiate pricing, and communicate any service-related concerns. Manage contracts, documentation, and on-time payments.

• Provided resolutions to customer complaints and queries.
• Coordinated with internal stakeholders to identify service gaps and the end-to-end closure of customer complaints.
• Evaluation of complaints and submission of RCA with an action plan.
• Analyzed complaints and their trends, prepared reports summarizing complaint data for management review.
• Conducted service quality audits, as required, at various branches and on the telephone, across the network.
• Tracked developments in travel and tourism by reading relevant journals, critiquing Thomas Cook brochures, and the website.

• Investigating and resolving passengers' complaints (airport, in-flight, reservations, catering, baggage, and flight disruptions).
• Respond to customer queries accurately and in a timely manner via email, phone, or in person.
• Built an accurate client database based on passenger issues to transform data into useful information for analyzing business performance and strengthening customer loyalty.
• Effective service recovery involving issuing suitable refunds and compensations to customers.