Vishal Mudaliar
Head Customer Success - Sky Banking @Kotak Mahindra Bank
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WORK HISTORY
Head Customer Success - Sky Banking @Kotak Mahindra Bank
Mumbai, IN
EDUCATION
Dale Carnegie Training
Train the Trainer Certification, Training and Facilitation
Welingkar Institute of Management
PGPMS, Finance
Green Belt, Benchmark Six Sigma
Green Belt Certification - Quality, Quality
Black Belt - Benchmark Six Sigma
Black Belt Certification - Quality, Quality
SP Jain School of Global Management - Dubai, Mumbai, Singapore & Sydney
Exexutive Education, Lead to Transform
Life and Pensions Foundation Certificate - Chartered Insurance Institute (C.I.I), London
FP1 and FA2, Insurance
Master of Commerce - Mumbai University
Master of Commerce, Advanced Accountancy
Harvard Business School Online
2021, Business Analytics
BSE Training Institute
NISM-Series-VII: Securities Operations and Risk Management Certification Examination, Investments and Securities
AMFI Certified
Association of Mutual Funds in India, Mutual Fund (Advisors) Module
The Institute of Chartered Accountants of India
C.A. (Intermediate), Advanced Accountancy,Auditing and Taxation
B. Com - University of Mumbai
Bachelor of Commerce, Commerce - Accountancy
SKILLS
ABOUT VISHAL MUDALIAR
Customer Experience isn\'t just a function—it\'s a differentiator. With over 20 years of leadership in CX and Service Quality across top BFSI brands like Kotak Mahindra Bank, Prudential Plc, and Aditya Birla Group, I specialize in driving end-to-end customer-centric transformation. My core strengths lie in CX strategy, digital enablement, process re-engineering, and stakeholder engagement.Currently serving as Senior Vice President – National Service Quality Head at Kotak, I lead customer experience and service quality initiatives across branches. I\'ve conceptualized frameworks like the CARE Index, automated quality systems, implemented India’s first Mobile statement in MF space, and spearheaded digital adoption and decongestion initiatives powered by AI/ML - delivering measurable gains in NPS and complaint reduction.With a strong foundation from IIM Ahmedabad, Stanford Graduate School of Business, and Harvard Business School, I bring both strategic insight and executional depth. My experience spans branch banking, call center transformation, digital CX, and process optimization, with a deep understanding of Bharat banking needs.I thrive at the intersection of innovation and operational excellence, crafting CX journeys that not only delight customers but also drive business impact. I’m always open to opportunities to collaborate with visionary leaders and organizations committed to customer-first transformation.Key Skills:Customer Experience Management, Service Quality, BFSI Strategy, Digital Transformation, Process Re-engineering, NPS, AI/ML in CX, Contact Center Leadership, Voice BOT Implementation, Stakeholder Engagement
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