Ajitha K

About Ajitha K

VP – CUSTOMER EXPERIENCE (CX) & OPERATIONS | TRANSFORMATION LEADERResults-driven Customer Success & Operations Executive with over 20 years of leadership excellence across Fintech, Mobility, Telecom, and BFSI sectors. A seasoned strategist with a strong record of driving customer-centric transformation, digital automation, and large-scale service operations. Proven ability to lead cross-functional teams (1,100+ staff), manage multi-site contact centres, and design enterprise-level CX strategies. Deep expertise in Customer Experience Strategy, Program Management, Design Net Promoter Score, regulatory compliance, vendor governance, and digital platforms (CRM, Voice, RPA). Certifications on PMP | Six Sigma Green Belt | AWS Certified Cloud Practitioner. Core Competencies:Entrepreneurial Mindset: Successfully conceived, planned & executed launch of new initiatives from inception to operations. Launching new business from ground up. Business: Delivered P&L, Budgeting, Cost Management & Revenue generation as per Annual Operating Plan. Customer Experience: Design Customer Experience (CX) Excellence, strategize & execute CX roadmap with a strong understanding of Business & Technology. Customer Operations: Developed key performance business metrics on Operations, SLA Management on Quality, Audit & Compliance. Process optimization through Lean Projects. Automation: Experience in implementing Automation projects-based BOT/NLP & RPA practices. Delivered Cost Optimization projects through Process Excellence & Automation. Account Operations: Finance Operations on Payment Posting, EMI Presentations & Vendor Billing, Receivable Management, Payment’s receipt reconciliation & reporting, Vendor Billing and payment processing.SOP: Created Standard Operating Process, design engagement & governance model for Fintech Partners. Implemented grievance redressal mechanism in Fair Practice Code (FPC). PMP: Expertise in Project/Program Management and rolled out new business programs. Governance & Compliance: Handle audits & ensure compliance as per regulatory (RBI) & Big Four companies for the organization. Communication & Engagement: Board/CXO -Level engagement with excellent communication skills. Collaborative leadership & engagement with Business Units. BCP: Business Continuity Planning & Disaster Management planning to minimize impact.Employee Engagement: Organization level employee engagement and collaboration. Employee Engagement, Skill Building, Talent Management & Succession Planning.

Experience

1. Vice President Customer Operations

   Lendingkart

   Sep 2022 — Present · IN

   Design strategy, planning & execution of the organization’s overall CX goals. • Designed and delivered Net Promoter Score for various segments.• Receivable Management, Payment’s receipt reconciliation & reporting.• Suspense account follow-up and payment posting to customer accounts.• Presentation Management of NACH/Cheques, representation & bounce/penal charges collection.• Vendor Billing and payment processing.• Implemented solutions to improve the customer experience across the organization• Managed regulatory communications and interactions with Banking/NBFC Ombudsperson Offices, RBI, and other regulators. • Served as Lendingkart\'s Nodal Officer, representing the company in critical regulatory meetings and customer service forums.• Implement risk policies & processes covering operational, financial, regulatory processes in compliance.• Effectively handled internal audits, external audits from KPMG & RBI on an ongoing basis.• Ensured adherence to SOPs across all internal processes to maintain strong governance.• VOC: Capture Voice of Customer and present to the Board, CXO & Leadership teams. • Mapped customer-related processes to identify process gaps. RCA of customer issues & design sustainable solution

Education

• Stella Maris College

  Bachelor of Science (BSc)

  1989 — 1992

• Loyola Institute Of Business Administration

  Digital Marketing

  2018 — 2019

• Indian Institute of Management, Calcutta

  EPBM

  2010 — 2011

Skills

• Business Process
• Process Management
• Service Delivery
• Business Process Improvement
• Value-Added Services (Vas)
• Customer Relationship Management (Crm)
• Business Strategy
• Customer Retention
• Project Management
• Management
• Vendor Management
• Contact Centers
• Vas
• Team Management
• Customer Experience
• Crm
• Telecommunications
• Business Intelligence
• Call Centers
• Business Development
• Outsourcing
• Customer Lifecycle Management