Vikas Rana
National Service Head - Affluent Clients @Kotak Mahindra Bank
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WORK HISTORY
National Service Head - Affluent Clients @Kotak Mahindra Bank
Mumbai, IN
Lead and manage the Service Delivery function, ensuring exceptional personalized service, streamlined operations, and outstanding customer satisfaction for the bank’s affluent clientele.Key Metrics 1. Drive superior service standards to ensure high levels of satisfaction and loyalty among affluent customers. Accountable for achieving key service performance metrics, including Turnaround Time (TAT), Net Promoter Score (NPS), and First Time Resolution (FTR). Develop and implement strategies to deliver a seamless, omnichannel customer experience from a 360-degree CX perspective. Design and execute initiatives aimed at enhancing the end-to-end customer journey. Conceptualize and launch targeted service campaigns to boost customer engagement and deepen relationships.
EDUCATION
Indian Institute of Banking and Finance
JAIIB, Banking, Corporate, Finance, and Securities Law
INSEAD
Executive Leadership Program, Organizational Leadership
Himachal Pradesh University
Bachelor of Commerce - BCom, Accounting and Finance
Symbiosis Institute of Management Studies
M.B.A, International Business
ABOUT VIKAS RANA
At Kotak Mahindra Bank, my expertise revolves around enhancing customer experiences by spearheading strategic initiatives and process improvements. My role has been pivotal in mapping customer journeys, optimizing policy, and driving key metrics like NPS and CSAT, which serve as the backbone for our customer-centric success plans.Previously, as Head of Customer Experience at Airtel Payments Bank, I led operations across multiple sites, harnessing my skills in lifecycle management and customer service efficiency. I contributed to increased customer retention and the seamless execution of experience strategies, reinforcing my commitment to operational excellence and visionary leadership in the banking sector.
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