Amit Shah
Customer Experience leader with 20+ years across CX, grievance redressal and service governance. Track record in NPS, complaint and TAT improvement, P&L exposure, revenue impact, and leading large, distributed teams.
- Role
- EVP Principal Nodal Officer National Head Customer Experience Regulatory & P & L Optimization at Kotak Mahindra Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Amit Shah
Accomplished C-Suite Business Transformation and Customer Experience Leader with over 27 years of extensive expertise in the Banking sector. Specializing in customer service excellence, I have a proven track record in retention, cross-selling, escalation/grievance management, digitalization, automation, and continuous process improvement. My leadership in optimizing customer experience is complemented by a strong foundation in Branch Banking Operations, where I\'ve effectively managed branch performance, sales and service operations, and ensured compliance with regulatory requirements.I have successfully led and inspired teams of 200+ professionals across 36+ locations in India, driving the implementation of service policies and procedures while maintaining strict adherence to RBI guidelines. My strong financial acumen is reflected in my P&L management skills, with a focus on financial oversight, cost control, and revenue enhancement. I am adept at developing and executing strategic branch initiatives to achieve financial targets and operational excellence. With a passion for innovation and a knack for solving complex business challenges, I am dedicated to driving transformation and achieving organizational goals: Customer Services | P&L Management | Audits & Compliances | Digitalization & Automation | Continuous Process Improvement | People Management | Strategic Business Planning | Revenue Generation | Performance Management | Operations Management | Risk & Governance | HNI Relationship Management
Experience
EVP Principal Nodal Officer National Head Customer Experience Regulatory & P & L Optimization
Apr 2023 — Present · Mumbai, IN
Spearheading a team of 200+ members, including 8 direct reports. This comprised 60 personnel in the Nodal Desk, 130 in RA Servicing, and a separate team of 10 for the Senior Management Desk.• Managed and resolved all senior management complaints through a dedicated team of 10, representing complaints to the MD, Deputy MD, and Group President Desk.• Ensured timely and accurate regulatory reverts every month and addressed audit queries from the RBI related to grievances.• Represented Kotak at all RBI offices pan India, ensuring consistent oversight and engagement at all sites.
Education
M.S.University - Baroda
Master's Degree
R.A. Podar College of Commerce & Economics, Bombay University
B.Com
Skills
- Banking
- Finance
- Portfolio Management
- Management
- Strategy
- Mis
- Loans
- Auditing
- Financial Risk
- Retail Banking
- Recruiting
- Leadership
- Core Banking
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