Haresh Hiranandani

Digital Evangelist

Responsible for Customer Experience Strategy and Customer Journeys, Paperless, Cost Savings, Revenue Generation Digital Opportunities through Fintech, Technology(API driven), Robotics Process Automation(RPA), Artificial Intelligence(AI) and Machine Learning(ML) Cognitive Technologies and Business Process Re-engineering Framework. Project Management & Lean Six Sigma being a core skill.

Disruptive Technology Evangelist, Digital Customer X-perience Officer, Change & Digital Branch Transformation Enabler and Facilitator, Ex- Nodal Officer, Experienced ASQ Certified Black Belt, MBA - Marketing, B.E - Elexs.

Service Quality Mentored Green Belt Projects with successful results in the area of AHT, Increased Cross Sell and Repeatability, Increase in FCR, Escalation Management and Lean Project on Elimination of Unnecessary Wastage of Management Time Designed the Business Objectives for the Quality/Training Department keeping the Business Vision in mind in perspective and the ISO processes. The KRA's and the KPI's were designed with the Business Objectives as focus Currently Leading the Nodal Office for Retail Liabilities and bought various improvements through RCA's of Escalations. This also includes interactions with RBI and Banking Ombudsman office. In the current span, have reduced the Escalation Management TAT by 50%. Handled Retail Assets including Credit Cards and Retail Liabilities Contact Centre Quality and Training Pan India for a Span of almost 250 with Inbound, Outbound, Chat and Correspondence Channels. Handled Correspondence Unit with a TAT of 4 hours, SLA of high 90's and set up the NR Chat facility for the Bank. Created Revenue Models for the Correspondence Unit. Various Process improvements through VOC, VOE, Call Calibrations and Other Channel Feedback. Currently CSAT for the Contact Centre is in the high 80's. Created the Rewards and Recognition Program for the Contact Centre along with handling Budgeting, P & L for the Cost centre. Also leading the Service Assurance Team and Branch Scorecard Analytics. Headed the Customer Relationship Program to create the service culture by various initiatives like Branch Audits, Rewards and Recognition program, Service Guidelines, Standardisation of Service Benchmarks and Competitor Analysis.

Significantly contributed to high-performing team of eight department heads. Earned high scores in the Six Sigma Green Belt Training Programme and have a strong hold of the 7 QC Tools. Entrusted with the responsibility of Public Relations Manager in Australia, to improve the relations between the onshore facility and the offshore facility by sharing of Best practices. Conducted Calibrations and Benchmarking exercises to standardize understanding and to reduce variances. Key Improvement projects managed Advisor Profiling, AHT reduction, Process Improvements methods through the Data Mining procedures successfully. Significantly contributed to the designing of Advisor Profiling Project keeping the 80/20 principle in mind i.e. to elevate the overall performance of the contact centre and the departments. Executed AHT Reduction project in helping reduce the time taken to resolve the queries which reduced AHT down by 30 seconds thus enabling better SLA and directly impacting the Customer Satisfaction Index by 5%. Excelled in Churn Rate Reduction and Save Rate Improvement. Guided a team of 60 members through all the phases of customer service through to delivery. Conducted CSAT management and analysis - root cause of dissatisfaction (Dis-sat and non-FCR analysis). Initiated the New Quality Strategy throughout the Contact Centre to boost the resolution time for customers for an increase of 15% in First Contact Resolution. The Customer Satisfaction index increased by 10% points. Designed the Business Objectives for the Quality Department keeping the Business Vision in mind in perspective. The KRA's and the KPI's were designed with the Business Objectives as focus. Well versed tools like Witness systems and monitored progress of every advisor through daily/weekly reports. Also handled Calibrations calls with Australia Counterparts. Brought improvement in the Business Customer Satisfaction Index by 6% points.

Mentored a team of about 65 advisor's and 4 product lines for a period of 32 months. Worked with call monitoring through tools like Kana, and evaluating through NICE application, Vantive, Icare, Webi. Conducted feedback sessions as follow-ups on weekly basis to improve the advisor's performance and using the Six-Sigma DMAIC model. Participated in mentoring and grooming of Quality associates and responsible for 23 advisors. Key Pilot Project managed for an MNC. Assisted and developed the content for improving response time. Improved the Customer Satisfaction Index which was the highest amongst other outsourced centres. Completed Certifications for Coaching, Feedback, Motivation and TeamWork.