Loveena Khatwani
Head Client Experience & Governance @Nuvama Wealth
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WORK HISTORY
Head Client Experience & Governance @Nuvama Wealth
Mumbai, IN
Currently driving a large & diverse team with end-to-end responsibility of handling Client experience across various platforms including all customer touch points across capital market businesses. The role spans accountability for a gamut of areas that include client onboarding, customer concerns and feedback, process excellence and all types of client communication. Additionally, a part of the core strategy group engaged in devising & driving effective strategies towards achievement of long-term as well as short-term organisational goals. Key contributions include implementation of various initiatives taken towards customer centricity, checks and controls to improve customer feedback scores, revisiting processes with client focus, close looping and proactive client engagement. Key attributes that have facilitated the achievements is leadership skills with high employee engagement, understanding customer needs and committing delivery TATs and operational excellence due to knowledge of strategic tools like lean & Six Sigma to drive critical projects.
EDUCATION
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Bachelor of Commerce - BCom, Business/Commerce, General
K J Somaiya Institute of Management
PGPMS, Finance, General
Indian Institute of Management, Calcutta
Leadership Excellence Programme, Organizational Leadership
SKILLS
ABOUT LOVEENA KHATWANI
Senior executive, strategist & leader with more than 20 years of experience in the Financial Services industry across areas of client experience, operations and compliance, having garnered extensive exposure to a gamut of areas including strategy & leadership, customer experience, operational excellence, regulatory compliance and investor grievances. Has proven competence in conceptualizing & driving strategic initiatives that successfully led to improved customer feedback - CSAT/NPS, reduced TAT, optimization of resources and enhanced efficiency. Over the years,has gained in-depth experience of engaging effectively with customers, understanding their expectations and influencing their feedback. Also adept in driving internal as well as external stakeholders including Senior Leadership, direct teams and cross-functional resources.Result-oriented decisive leader and a persuasive communicator with exceptional relationship management skills and a knack for identifying market/industry/customer needs while successfully ensuring these are catered to effectively. Multitasking ability to sketch the plan, prioritize the work and manage the complex projects under aggressive timelines. Adroit at analyzing the organization requirements with a proven capability to thrive in dynamic and fluid environments while remaining pragmatic and focused.
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