Navneet Kumar

Experience

1. Senior Vice President, Retail Banking Operations - Transformation and Digitization

   Axis Bank

   Jul 2020 — Present · Mumbai, IN

   Chief of Staff for Head of Retail Banking Operations (5K on roll staff and 7K outsourced staff) and leading Transformation and Project Management Team• Chief of Staff Role – Ensure execution of mandates and track actionable from Senior Management, Board and the regulator, Costing and Budgeting, Manpower Planning, Training, Balance Score Card management of unit and department heads, ensure nil observations from Audit, Operations Risk and Compliance Team• Regulatory projects – Do Not Call Registry, PAN-Aadhaar Linkage, CERSAI Circular Implementation, Email and Mobile Number validation during update and customer alerts• Productivity Improvement – Implementation of Verint Productivity Tool for employees• Digital Transformation - Improving paperless adoption of savings account opening from 30% to 98% leading to TAT reduction from 5 days to 2 days, STP% improvement of service requests (10 Lakhs per month) raised from branches, Set up of Operations for products available on digital platform• Customer Experience – Reduction in Liability Complaints by 40%, Reduction in failure rates of IB/MB service requests by 85%, transformation of customer servicing framework including rationalization of service request types, improving relevance and delivery of customer communication and reducing downtime of CRM• Data Repository – Enabled frontline with insights (data analytics) from past customer interaction to improve customer experience through use of data lake• Gen AI – Working on enabling. Gen AI driven chatbot for frontline staff• RPA/AI – Delivered 50+ RPA/automation projects achieving 30+ FTE savings and INR 10Cr+ cost savings