Sandeep Sehgal
Deputy Vice President Customer Experience @Kotak Mahindra Bank
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WORK HISTORY
Deputy Vice President Customer Experience @Kotak Mahindra Bank
Delhi, IN
Leading Credit Card Contact Center with the team of over 125+ members and ensuring achievement of business goals related to performance management, business developmentLeading Operations/P&L for Retail Asset Branches & Credit Card Contact Center with the objective to maximize revenue, reduce cost and deliver higher OP by Process Improvements, Technological advancements in process, TAT Management, Cost Optimization and Client SatisfactionSupervising customer service operations for rendering and achieving quality services as well as optimizing client satisfaction levels and generating additional avenues for businessDirecting operations for the development & implementation of standard operating procedures, enhancing service quality and implementing corporate standards & best practices for multiple team leaders / managers Ensuring operational compliance while managing client’s queries; monitoring the security of client data and devising various fraud mitigation measures by enforcing access rights and verification levelsMonitoring delivery of high-quality customer experience, while adhering to the SLAs, KPIs and work processes and thus managing cost-effective operationsOrchestrating the overall functioning of processes, identified improvement areas and implemented adequate measures to maximize customer satisfaction levelPreparing Weekly and Monthly Business Review Report which projects the overall performance of the process Delivering breakthrough improvements towards business excellence by adopting process improvement techniques, automation initiatives and ensuring quality complianceCombining multi-disciplinary experience with the hands-on approach in charting out business strategies and contributing towards enhancing business volumes & growth and achieving profitability normsTraining & mentoring the team members; creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members
EDUCATION
Delhi University
Bachelor of Commerce - BCom, Accounting and Finance
DAV Centenary Public School - India
Commerce, Accounting and Finance
ABOUT SANDEEP SEHGAL
With a commanding role at Kotak Mahindra Bank, my focus lies in steering a 125+ member team towards the pinnacle of customer service excellence and robust business growth. Our collective efforts have been pivotal in enhancing operational efficiency, revenue maximization, and customer satisfaction through innovative process improvements and technological advancements.The operational strategies deployed have consistently yielded positive transformations in service delivery and client satisfaction, creating additional business opportunities. In collaboration with my team, we\'ve cultivated a dynamic environment that thrives on quality services, achieving outstanding results in operational metrics, customer satisfaction scores, and fostering a culture of continuous improvement and development.
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