Raj Nair Email and Phone Number
Raj Nair work email
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Raj Nair personal email
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Deep expertise in Banking and specialization in customer experience transformation for over two decades spanning leadership positions in retail banking, sales and service. Declared Top 100 CX Professional by Oracle & Paul Writer in 2017.Leading initiatives to bring edge capabilities to improve Customer Journeys across Product Lifecycles. Driving UI/UX design, digital adoption, channel migration and right channeling. Creating CX KPIs and Service Quality standards, responsible for tracking engagement metrics like NPS, CSAT across moments of truth.Managed teams of two thousand plus FTEs responsible for 24/7 production management, customer success and retail branch franchise across multiple geographies and products.Process innovation projects at large banks won awards at international bank and IT forums around Asia for innovation and customer centricity. Co-led the launch of digital relationship banking for sourcing and alternate channel platforms for relationship management aimed at the millennial segment at leading private sector banks. Led P&L responsibility for flagship retail bank branches across 9 cities at India's fourth largest private bank. Led an omni-channel Customer Experience Center & Virtual Relationship Management for the mass affluent segment at Kotak Mahindra Bank. Launched India's first AI led bilingual Voice Bot in banking that was declared a Nasscom innovation in 2018. Last role headed enterprise wide Conversational AI, at IDFC First Bank.Alumni Anderson School of Business, UCLA, USA.
Piramal Capital & Housing Finance Limited
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Head Of Customer ExperiencePiramal Capital & Housing Finance Limited Feb 2023 - PresentMumbai, Maharashtra, InBuilding the CX organisation around COEs and horizontal capabilities.• Governance: Creating CX KPIs and Service Quality standards across the org, driving engagement metrics ie NPS, CSAT across lifecycle.• P&L ownership of customer facing platforms – Mobile App, WhatsApp & Contact Center.• Customer service via digital mediums incl. Social media and Branches.• Build tech capabilities to power service at scale with Conversational analytics, Voice Botsand Generative AI.• Leading by Assistance for Customers abandoning the cart- drive sales via Outbound Contactcentres while reducing CAC
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Head Enterprise Conversational AiIdfc First Bank Mar 2022 - Mar 2023Mumbai, Maharashtra, InSetting the vision for building an intelligent bank, based on AI & ML P&L responsibility for revenue and cost saves coming from Automation and Conversational AI led Journey builds as a horizontal across the enterprise. -
Head Of Customer ExperienceIdfc First Bank Dec 2019 - Jun 2022Mumbai, Maharashtra, In-Leading large transformation initiatives to bring edge capabilities to improve overall Customer Experience. -Driving CX Journey transformation, UI/UX design, digital adoption, channel migration and right channelling.-Creating CX KPIs and Service Quality standards across the org, responsible for tracking engagement metrics eg NPS, CSAT across lifecycles. Benchmarking practices and processes. Timely reporting and transparency of key CX metrics.- Responsible for devising strategies for customer life cycle management through course of relationship.-Leading Social Media, Digital services, Phone-banking, Escalation and Grievance redressal for the franchise including Liabilities, Credit Cards, & Retail Assets. -Optmise for right cost & product model and partnering with business to ensure interaction is converted into appropriate revenue opportunities- Service to Sales.-Ensure best in class people practices to meet human capital mgmt goals VOE, attrition rates, skilling.-Budgeting, planning, policy, regulatory & audit compliance from a Customer service perspective
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Executive Vice President & Head -Customer Experience Center, Virtual Relationship Management.Kotak Mahindra Bank Apr 2018 - Dec 2019Mumbai, Maharashtra, In-Manage Social Media, Digital, Phone-banking for the Retail Banking franchise including Liabilities, Credit Cards, & Retail Assets. -Lead a team of Relationship Managers managing portfolio spanning mass affluent to Privileged customer segments-Drive high Net Promoter scores, -Optmise for right cost model and partnering with business to ensure these interactions are converted into appropriate revenue opportunities -Ensure best in class people practices to meet human capital mgmt goals VOE, attrition rates, skilling.-Budgeting, planning, policy, regulatory & audit compliance and defining strategy of the business. -
Senior Vice President & Head Of Customer Experience CenterKotak Mahindra Bank Oct 2015 - Dec 2019Mumbai, Maharashtra, InPrincipal accountability:--Omni channel customer experience management via Social Media, Digital, Phone-banking, Outbound Sales for the Retail Banking franchise including Liabilities, Credit Cards, & Retail Assets.- Drive Net Promoter scores, optmising for right cost model and partnering with business to ensure these interactions are converted into appropriate revenue opportunities -Ensure best in class people practices to meet human capital mgmt goals VOE, attrition rates, skilling.-Production management across geographies with over thousand+ FTEs across India.-Budgeting, planning, policy, regulatory & audit compliance and defining strategy of the business.
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Senior Vice President, Retail Branch BankingKotak Mahindra Bank Jul 2013 - Sep 2015Mumbai, Maharashtra, InDriving Profitability and Productivity of Flagship Branches (top 20 by Profits) across 9 cities - covering the entire spectrum of Retail liability, Lending, and Third party products. Principal Accountability:• Driving Branch Profitability • Achieving Superior Resource Productivity in Relationship and Servicing Teams• Meeting New to Bank Acquisitions and Deepening CASA Value targets• Improve Product holding across liability, wealth and Assets products aided by Analytics and CRM campaigns • Drive superior and consistent Service Experience to Customers monitored by Service & Quality Scorecards and Mystery Shopping.• Branch Compliance and Audit
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Vice President, Customer Contact Center, Retail BankKotak Mahindra Bank Oct 2008 - Jun 2013Mumbai, Maharashtra, InHeaded the Customer Contact Centre for Consumer Bank ie Retail Branch Banking, Non Residents, Credit Cards and Retail Assets. Principal Accountability:• Cost Center responsibility for the Unified Contact Center for Retail Liabilities, Credit Cards, Retail Assets. Covered channels such as Inbound, Outbound, Correspondence, Chat and Social media.• Meeting Service Level Agreements with Businesses Serviced• Cost Reduction through improving self-service channels ie IVR, Reducing Handling time and providing First Call Resolution and through system enhancements.• Achieving Sales and Revenue Targets per Business Vertical
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Head Of Retail Branch DistributionDbs Cholamandalam Securities Ltd. Jan 2008 - Oct 2008InProfit Centre responsibility of the Retail branch network. Sales and Distribution of Retail Broking, Third party and Proprietory products across the country. -
Product Manager- Credit CardsHdfc Bank Apr 2007 - Aug 2007Mumbai, Maharashtra, InIdentifying and constructing Credit Card Product & Features for Emerging Markets ie Tier 3 towns in India. -
National Sales ManagerHdfc Bank Jul 2005 - Mar 2007Mumbai, Maharashtra, InDriving Retail Lending ie Personal Loans & Auto Loans to internal customers identified by Analytics and Behaviour through a dedicated Outbound Contact Centre and Field Sales team spread across the top 11 citites.
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Channel Manager- Assets SalesHdfc Bank Jul 2004 - Jun 2005Mumbai, Maharashtra, InDriving Retail Assets sales ie Personal Loans, Auto loans, Home loans and Business banking loans through the Branch Banking Channel pan India.
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Regional Head - Merchant AcquiringHdfc Bank Apr 2003 - Jun 2004Mumbai, Maharashtra, InHeaded Southern India to establish and expand the Retail POS ie Acquiring business. Footprint across 20+ cites, 1000 odd merchants with dedicated Relationship Managers and a Customer Contact Centre
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Area Sales ManagerHdfc Bank Oct 2000 - Mar 2003Mumbai, Maharashtra, InManaging the Direct Sales Business for Retail Liabilities, Broking and Insurance through a captive Sales force in South and Central Mumbai.
Raj Nair Skills
Raj Nair Education Details
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Ucla Anderson School Of ManagementGeneral -
University Of MumbaiAnd Related Support Services
Frequently Asked Questions about Raj Nair
What company does Raj Nair work for?
Raj Nair works for Piramal Capital & Housing Finance Limited
What is Raj Nair's role at the current company?
Raj Nair's current role is Customer Success Champion| Digital Transformation| Conversational AI | Ex HDFC Bank, Kotak Bank..
What is Raj Nair's email address?
Raj Nair's email address is ra****@****tak.com
What schools did Raj Nair attend?
Raj Nair attended Ucla Anderson School Of Management, University Of Mumbai.
What skills is Raj Nair known for?
Raj Nair has skills like Leadership, Banking, Branch Banking, Business Relationship Management, Credit Cards, Insurance, Sales, Cross Selling, Business Development, Relationship Management, Financial Risk, Vendor Management.
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