N. Gourav Rao

Project Manager @Axis Bank

Mumbai, IN

Leading end-to-end execution of 20+ strategic projects from solution design to impactful implementation Partnered with 15+ departments and 100+ stakeholders to execute process transformation initiative. Identified pain points and designed 12+ digital servicing enhancements, like lien and freeze details in IB/MB, online mandate cancellation. Boosting self-service adoption & reducing branch visits by 80% Increased complaint-handling efficiency by 60% for specific cases by executing 10+ process & internal system enhancements like charge reversal rights and backend integrations for enhanced data visibility Created 25+ Business Requirement Documents (BRDs) & led CMC coordination to drive seamless high priority system upgrades and process enhancements, ensuring efficient and timely execution of project Drove initiatives delivering 28% reduction in customer cases by process efficiency & faster resolution. Enabled faster complaint resolution in Citi-Axis merger by streamlining routing & reducing TAT by 67% Spearheaded over 15 Customer experience enhancement initiatives, delivered impact through eliminating friction, enabling significant improvements in customer satisfaction & operational efficiency.