Vaibhav Vikrant

About Vaibhav Vikrant

A Multifaceted Banking Professional with 11+ years of profound experience in BFSI - Bank Asset Operations, Product & Policy, CRM, Quality & Risk Control, Audits, Automations, Greenfield projects - Building & Implementing customer journeys Core Competencies/Skills/Tools: Product, Process & Policy Customer experience Leadership / Team management Retail Asset Operations Customer Journeys Audits Project Management Automations SDLC UATs/ Implementation Team Management SFDC (Salesforce) Gen AI Data science Decision Making / Leadership FinnOne BPM SQL JIRA Microsoft Office Reach me at v••••••••@gmail.com

Experience

1. Associate VP (AVP Ii) - Strategy, Retail Finance Crm

   Tata Capital

   Nov 2024 — Present · Mumbai, IN

   Delivering service projects and processes- Spearheading Service Project delivery - identification, requirement elicitation, BRD development, prioritisation, UAT and implementation- Adoption of Generative AI and Data science to curb the service response time to customer’s Query, Request, complaints- Identification of algorithms to systemically identify the critical concerns from customers approaching from all channels and prioritising them accordingly- Formulating cost benefit analysis of key project implementations- Analysis of process improvisation needs by conducting RCA of customer complaints, studying VOC of detractors and formulating processes and system enhancements to avoid repeat complaints and improve NPS- Handling Audit observations, making the necessary changes in the process/projects basis the findings- Presentation of the service metrics and strategies to the COO and MD at regular intervals along with CRM Head- Preparation of decks for quarterly presentation of service metrics and regulatory adherence to service committee and board- Ensuring regulatory projects and process implementation on war footing to meet the regulator’s deadlines- Participating in the enterprise level projects and process discussions to understand and review the impact of all project and process implementations on the customer service and experience front- Service quality monitoring and training of the customer service delivery team.

Education

• Christ University, Bangalore

  Master of Business Administration (MBA)

  2014 — 2016

• Indian Institute of Management Nagpur

  Executive Education

  2022 — 2023

• Amity University

  Bachelor of Technology (BTech)

  2007 — 2011

• Patna Central School

  CBSE

  2005 — 2006

• Don Bosco Academy, Patna

  ICSE

  2003 — 2004

• XLRI Delhi-NCR

  Executive Development Program

  2025 — 2026

Skills

• Low Level Design
• Db2
• Ms Project
• Qc Tools
• Websphere Mq
• Release Management
• Cics
• Ispf
• Data Visualization
• Sdlc
• Rqm
• Bmc Remedy
• Vsam
• Spufi
• Ibm Cross System Product (Csp)
• Credit Operations
• Easytrieve
• Rtm
• Tso
• Vendor Management
• Management
• Jcl
• Requirements Analysis
• Credit Operations
• Rtc
• Lotus Notes
• Sql
• Microsoft Project
• Mq Series
• Desktop Publishing
• Cobol
• Six Sigma
• High Level Design
• Mainframe Testing
• Ibm Mainframe
• Rexx
• Budget Estimating
• Team Management
• Visualage
• Citrix