Usman Khan

About Usman Khan

Hello! I am Usman Amir Khan, a dynamic professional with over 11 years of extensive experience in banking operations. My expertise lies in banking sales and services, customer experience enhancement, and vendor relations. I am passionate about leveraging my skills in a challenging and growth-oriented role across diverse industries. Throughout my career, I have directed personalized customer experience strategies that elevate satisfaction and foster long-term loyalty. I have also spearheaded the Customer 360 approach, driving cross-selling initiatives that significantly boost product adoption and revenue growth. I take pride in my ability to lead high-performing teams and optimize operational workflows. My journey has been marked by a commitment to process automation and continuous improvement, ensuring consistent service excellence. I have successfully implemented strategies that have improved customer satisfaction and retention, increased campaign conversion rates, and enhanced service levels. With a strong foundation in customer experience leadership and a proven track record of revenue generation, I am excited to connect with like-minded professionals and explore new opportunities.Key Achievements - Implemented the Customer 360 approach, leading to improved customer satisfaction and retention across various product lines- Analyzed and optimized campaign performance, resulting in increased conversion rates and overall campaign effectiveness- Drove sales processes that achieved significant increases in sales targets for Fixed Deposits, Mutual Funds, and Forex products- Enhanced service levels from 71% to 96%, reflecting improvements in operational efficiency and customer service quality- Improved Net Promoter Score (NPS) from 27 to 42, demonstrating significant gains in customer satisfaction.

Experience

1. Associate Vice President

   Kotak Mahindra Bank

   Apr 2024 — Present · Mumbai, IN

   In my current role, I manage and analyze customer behavior across various banking products, including Fixed Deposits, Forex, and Remittance. I focus on understanding customer patterns to optimize product offerings and enhance their experiences. I design and improve customer journeys for digital banking products, ensuring seamless integration in mobile banking and contact center services. Additionally, I lead a team of 80 members, driving campaign success and operational efficiency through effective collaboration and strategy implementation.Achievements: I successfully implemented the Customer 360 approach, which led to significant improvements in customer satisfaction and retention. My efforts in analyzing and optimizing campaign performance resulted in increased conversion rates and overall campaign effectiveness. I also played a key role in driving sales processes that achieved substantial increases in sales targets for various banking products.

Education

• Rizvi College Of Arts, Science And Commerce

  Bachelor In Management Studies, Management

  2010 — 2013