Vikas Bindal

About Vikas Bindal

Service is not a department. It’s a culture — embedded process by process, touchpoint by…

Experience

1. Principal Nodal Officer and Head Service Excellence

   YES BANK

   Sep 2015 — Present · Mumbai, IN

   Spearheaded CRM rollout (MS Dynamics, YES Genie) across all customer channels; mapped 2600+ issue types with defined TATs, escalation workflows, and Internal Ombudsman integration.# Enabled Vision Plus integration with CRM to automate reference flow, reducing dual efforts and misclassification.# Designed and automated actionable dashboards for branches, operations, and leadership to monitor trends, ensure compliance, and take data-driven decisions.# Automated regulatory reporting, improving accuracy, timeliness, and productivity.# Designed Internal Ombudsman CRM workflows ensuring seamless compliance with regulatory requirements.# Implemented AI-enabled classification of customer issues using voice and VOC analysis; tagging accuracy improved from 88% to 97%.# Integrated 5+ vendor systems via API for near real-time data flow into CRM; daily reports standardized and automated.# Developed a bank-wide RCA framework within CRM for grievances, driving a 10% complaint reduction through better insight and resolution.# Digitized 20+ key service journeys (interest statements, 15G/H, dormancy, card/loan services), increasing digital service index from 56% to 70%.# Led the NPS program across 1200+ branches, phone banking, digital platforms and onboarding teams; raised score from 50 to 74 in 3 years.# Institutionalized “YES Delight” program to embed service culture via Nurture, Motivate, Measure & Reward.# Launched grievance portal with automated workflows and TAT tracking.# Formed monthly customer service steering committee for cross-functional CX accountability.# Implemented ISO 9001:2015 and other service standards across 36 departments over 10 years

Skills

• Lean Manufacturing
• Quality System
• Iso
• Automobile
• Team Management
• Vendor Management
• Tqm
• Project Management
• Process Engineering
• Quality Management
• Business Process Re-Engineering
• Operations Management
• Operational Excellence
• Product Development
• Process Excellence
• Risk Management
• Business Process Mapping
• Business Strategy
• Business Process Improvement
• Program Management
• Process Improvement