Jai Balasundaram
Head - Operations, Customer Service and Transformation - Wholesale Banking @Axis Bank
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WORK HISTORY
Head - Operations, Customer Service and Transformation - Wholesale Banking @Axis Bank
Mumbai, IN
Leading a strong operations and services team delivering strategic mandates on distinctive service, compliant operations and digital first customer experienceKey deliverables- Regulatory compliance- Operational efficiency metrics including TAT and errors - Customer outcome metrics including, NPS and complaints- Automation Index- Digital adoption Delivered 32% improvement in NPS, achieved 4-day mark on P75 lending TAT, single day TAT on current account onboarding with multiple regulatory parameters turning green.Achieved >75% automation index and >50% digital adoption across processesDeployed RPA / AI as primary operational floor tool kit across lending and transaction processesKey strategic accomplishments- Robust corporate banking service structure design and implementation- CRM implementation for wholesale bank- Shift from task driven to customer centric operations- Stakeholder driven targets and SLAs- “Always on” feedback loop to continuously improve experience in digital channels Key people focused achievements- Transformational change in skill set mix with focus on technology capabilities within service team - Optimizing team spans and capability/interest-based redeployment as a continuous process- Cultural change by establishing progressive measures of performance - Innovation and improvement as key reward areas - Leveraging “fun at work” as an important ingredient to deliver superior customer outcomes
EDUCATION
Indian Institute of Management Ahmedabad
Executive education, Customer relationship management
Bharathidasan Institute of Management Tiruchirapalli
Master of Business Administration (MBA), Finance, General
National Institute of Technology, Tiruchirappalli
Bachelor of Engineering (B.E.), Mechanical Engineering
ABOUT JAI BALASUNDARAM
Over the past two decades i have developed a passion for results oriented, time bound and data & technology driven transformation of key business processes and outcomes While core competency is in business transformation, i have intentionally and regularly taken up stints in operations, customer service and front line sales. This keeps my transformation skills relevant to businesses all the time Multi dimensional capabilities ranging across 1. Owning and delivering on P&L, 2.operational excellence / lean six sigma, 3.customer obsession and 4. digital transformation.Experience in start up environments as well as fast paced large scale business set ups. This helps me switch elegantly between transformation techniques appropriate for the business environment Have managed cross functional teams across geographies as well as small highly specialised & focussed teams. While technology and data can be tools, i believe that transformation is never complete without people and their participation. My experience in managing teams with and without authority always keeps me closer to results Unwavering focus on results and timelines is the key underlying competence while creating a positive work atmosphere conducive for collaboration.
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