Utsav Bhandula
AVP - CX @ Kotak Mahindra Bank | MBA | PMP® | Six Sigma Black Belt | Business Process Management | Process Improvement
- Role
- Associate Vice President at Kotak Mahindra Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Utsav Bhandula
Dedicated and results-driven professional with over 6 years of experience in operations…
Experience
Associate Vice President
Oct 2024 — Present · Mumbai, IN
Customer Experience - Continuous Improvement1. Customer Experience Analysis: Analyze customer feedback, T-NPS data, complaint volumes, and call recordings to identify defects in offerings and address root causes of dissatisfaction across touchpoints.2. Collaborative Problem-Solving: Collaborate with cross-functional teams, including business owners, process owners, and CX teams, to brainstorm and implement innovative solutions that enhance customer satisfaction and reduce pain points.3. Process and Policy Optimization: Evaluate and refine policies, processes, and technology to eliminate defects, improve service quality, and enhance the overall customer journey.4. Project Leadership and Progress Tracking: Lead the implementation of improvement initiatives, track progress regularly, and ensure periodic reporting to stakeholders to drive continuous customer experience enhancements.
Education
T A Pai Management Institute, Manipal
Master of Business Administration - MBA
2019 — 2021
Symbiosis Institute of Business Management
Diploma in Business Management
2013 — 2015
SIT- Symbiosis Institute of Technology
Bachelor of Technology (BTech)
2012 — 2016
The Bishop's School
12th Standard
2009 — 2011
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