Rajesh Kumar

Enterprise CX, Service Operations, Digital Transformation & Regulatory Governance • Defined and executed enterprise wide Customer Experience strategy across all customer touchpoints (Contact Center, Branch, Digital, WhatsApp, App, Portal, Email, Chat). • Built a 360 degree transactional & relationship NPS framework across the customer lifecycle; NPS improved from –5 to +70, among the best in the industry. • Transformed service economics—service channels became cost neutral, generating incremental revenue and positioning the contact center as a value creation engine. • Led end to end service delivery and quality governance; Channel NPS improved from –7% to +63% with sustained KPI adherence. • Drove process re engineering and quality transformation, reducing overall complaint volumes by 60% and complaint ratio from 0.6 to 0.2 per 1,000 customers. • Appointed Principal Nodal Officer to RBI & Chief Grievance Redressal Officer; delivered fastest grievance TAT among peer Regulated Entities as per RBI reporting. • Spearheaded digital servicing transformation— o 99% services digitized o 87% self service coverage o 81% customer digital adoption • Embedded Customer First culture across the organization; CX KPIs integrated into business scorecards across verticals. • Programs recognized as benchmark initiatives across the Tata Group. Recognition & Impact • Tata Group Customer Centricity Award – Winner • Best Team & Vertical Awards – FY23 & FY24 • Nominated as CX & Business Excellence Assessor for Tata group companies • Global CX program awards from Qualtrics & UBS

• Led CX strategy for Retail Loans, Credit Cards, and Prime Liability customers across service, retention, and engagement. • Designed and implemented complaints & escalations governance models, improving service predictability and customer confidence. • Built technology enabled omni channel service models to optimize servicing cost and experience consistency. • Launched digital engagement and Moment of Truth based campaigns driving referrals, cross sell, and lifecycle value. • Created Remote Relationship Banking (Axis Remote Banking) for Prime customers—handpicked for setup and scale. • Introduced digital assisted servicing (Webchat, Co browse, Video Call, IVR relationship engagement), generating ₹2.5 Cr monthly revenue through cross sell. • Reduced complaints from 3.3 to 1.4 per 1,000 customers through data driven process improvements. • Consistently ranked in Top 10% performance cohort. Awards • MD & CEO Appreciation Award (2015–16)

Have been managing Customer Segmentation, retention and Loyalty Management for ICICI Bank Cards group.

Expanding Credit Card business by building and managing sales channel, alliance and optimizing cross-selling opportunities. Managed 1200+ sales force across the region (Mumbai, Gujarat & Goa) through 2 Area Managers and 8 Sales Managers. Managing sales target, budgets and optimization of acquisition cost. Managing processes of channel partners in accordance with Credit and Operation standards and pipeline (Card applications).

Managed the retail channel and value added service (VAS) vertical for targets, processes, policies and quality at optimal cost through a team of 3 Sales Managers.

Nagpur , Solapur Managed the marketing and Operations of 16 retail outlets for petroleum and lubes for Vidharva region through a team of 3 retail outlet managers and 6 program operations managers. Sales promotion activities for maximizing brand acceptance and awareness in the region through on-premise route in Truck Stop Model. Liaising and building relationship with large scale transporters for loyalty program tie-up. Operational and Compliance audit as per the laid down SOP (Standard Operating Procedures) Conceptualization and implementation of brand-building exercises for increasing retail outlet through put.. Local campaigns through event sponsorship and outdoor campaigns.