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Jude Mendonca

Head - Virtual Relationship Management | Outbound Contact Centre | Alternate Channel Sales | Video KYC

Role
Head - Vrm Occ Alternate Channel Sales Videokyc at Bandhan Bank
Location
Mumbai, MH, IN
LinkedIn followers
500 followers
OtherView LinkedIn profile

About Jude Mendonca

Customer Experience & AI Enthusiast | 20+ Yrs in BFSI Driving Ops, Sales Strategy & Digital Transformation | Proven Leader in Transformation, Compliance, Revenue Growth & Tech-Driven CX

Experience

  1. Head - Vrm Occ Alternate Channel Sales Videokyc

    Bandhan Bank

    Sep 2024 — Present · Mumbai, IN

    Sales & Operations Leader | Contact Center Transformation | Outbound & Video KYC | Channel Strategy | CX & Compliance-Led GrowthExperienced and results-driven leader with a proven track record of building, scaling, and transforming high-performance contact center operations across Outbound, Inbound, and Video KYC channels. Adept at combining sales strategy, operational excellence, and regulatory compliance to drive sustainable growth.Key Achievements• Channel & Ops Setup: Successfully established the Outbound Contact Centre framework, delivering centralized, efficient, and customer-centric engagement.• Video KYC Leadership: Spearheaded Video KYC efficiency, enabling 1.4 lakh yearly account openings with best-in-class turnaround and compliance.• Business Impact On Outbound: FY 24-25 ₹170 Cr in business volumes ₹57 Cr in loans, ₹26 Cr in CASA, ₹80 Cr Deposits. FY’ 25-26(YTD) ₹740 Cr in business volumes ₹400 Cr in loans, ₹70 Cr in CASA, ₹270 Cr Deposits• Cost Optimization: Reduced cost-to-income ratios to 51% for FY’25-26 for a channel of 500+ Staff. Qtr 3 – 33%• Efficiency Gains: Cut agent wrap time from 100+ seconds to 35 seconds; activated inbound for cross-sell, booking ₹47 Cr in FDs and ₹7 Cr in loans.• Regulatory Milestones: Obtained telemarketer license, advanced IRDA certification with 90% staff certified; Regulatory Compliance on distinguishing Service calls and Promotional Calls.• Virtual Relationship Management: VRM channel activated in Dec’25 with a total of 54k customer base managing a book size of over ₹400 Crs.Known for transforming operations into profit centers through disciplined execution, process re-engineering, and intelligent staffing, while ensuring top-tier customer experience and compliance readiness.

Education

  • University of Mumbai

    Bachelor's Degree, Commerce

    2000 — 2001

  • IIT Bombay - Shailesh J. Mehta School of Management

    Business, Management, Marketing, and Related Support Services

Skills

  • Banking
  • Risk Management
  • Team Management
  • Portfolio Management
  • Cross Selling
  • Crm
  • Credit Risk
  • Mis
  • Credit
  • Sales
  • Capital Markets
  • Business Analysis
  • Business Development
  • Vendor Management
  • Operations Management
  • Strategy
  • Business Strategy
  • Retail Banking
  • Credit Cards
  • Relationship Management
  • Management

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Jude Mendonca — Head - Vrm Occ Alternate Channel Sales Videokyc at Bandhan Bank in Mumbai, MH, IN | Unifers