Vishesh Ratna
Executive Director @JPMorganChase
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WORK HISTORY
Executive Director @JPMorganChase
Mumbai, IN
Lead global operations contact center team covering Credit Card, Auto Loan, Overdraft, and Business Loan Collections. Focus on regulatory compliance, performance improvement, and tech-driven transformation across the U.S, APAC, and EMEA regions.Key Responsibilities: • Oversee P&L, SLA management, and stakeholder engagement for collections operations • Collaborate with technology teams to implement AI-driven customer support solutions • Build strong leadership pipelines and cross-functional team capabilitiesKey Achievements: Reduced operational costs by 22% via process automation and self-service adoption Elevated CSAT by 18% through analytics and service design improvements Deployed digital dashboards for real-time ops monitoring, improving decision-making Championed leadership development programs, resulting in 40% internal promotionsTech & Tools: Salesforce, Genesys, NICE, Tableau, AI Chatbots, Power BI
EDUCATION
Delhi University
Bachelor of Commerce - BCom, Accounting and Finance
Symbiosis Institute of Management Studies
Post graduate Diploma in Finance, Finance and Financial Management Services
ABOUT VISHESH RATNA
With 20+ years of experience leading high-impact operations in the banking and financial services sector, I manage a large global contact center as Executive Director at JP Morgan. My expertise spans Cards, Auto Loans, Overdrafts, and Business Lending collections — with a sharp focus on regulatory compliance, customer experience, and cost optimization.I thrive at the intersection of strategy, technology, and people — partnering with product and tech teams to implement AI-driven tools that improve both employee productivity and customer satisfaction.Key Achievements: • Reduced cost-per-contact by 22% through digital automation • Improved CSAT by 18% in under 12 months • Led AI adoption in customer interaction flows, improving response time by 30% • Built and retained high-performing leadership teams across global geographiesI’m passionate about mentoring future leaders, transforming legacy processes, and solving complex business challenges through data and design thinking.
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