Deepa Kamath Email & Phone Number

Mumbai, Maharashtra, India

Mumbai

Mumbai Area, India

Mumbai Area, India

Key Responsibilities• Define & develop the service guarantee framework for the Commercial Banking business based on competition benchmarking, customer research and internal SLAs • Conduct independent assessments of service delivered by the services teams to highlight any deficiencies and provide cost effective and pragmatic solutions.• Develop relationships with key customer touch points, working closely with the other functions to ensure the desired level of service quality requirements is implemented.• Review the service strategy periodically to challenge and improve the current service standards to counter ever increasing competition.• Lead projects among stakeholders with varying expectations, priorities and objectives, seek buy-in and concurrence to improve performance against customer experience standards. • Assist in development & implementation of tools for measurement of customer satisfaction surveys. • Set objectives for the service team members and evaluate progress of staff through the balanced scorecard• Drive utilisation of alternate delivery channels within the service teams by developing suitable plans & initiatives.

Key Responsibilities• Develop a service culture and support the regional service teams in the delivery of service and transactional support by building robust processes, identify lapses and structure & implement service improvements• Ensure that there is standardization in the service delivery across all regions. • Review SLAs and process gaps with support teams on a regular basis. Formulate new policies and procedures to enhance operations within the customer service and support departments.• Promote utilization of user friendly systems with the aim to reduce processing time, improve efficiencies and ensure systematic monitoring• Develop the Training Roadmap to ensure all service staffs are adequately trained as per requirements of the changing business strategy. Work in collaboration with product departments and the training team to develop and implement new training programs• Implement feedback from surveys to benchmark and adopt industry best practices to bring in efficiencies and enhance service delivery.

Mumbai

Key Responsibilities• Appointed as Business Project Manager for the Group’s Pilot project ‘One HSBC Call Center’ - a CRM solution. Was a work stream lead for various other projects such as One HSBC Gold Suite, & Echamps• Responsible for planning, implementation, supervision and completion of the project in given budget and scheduled time • Maintain continuous alignment of project scope with the business objectives and make recommendations accordingly. • Manage User Acceptance Testing which included finalization of test cases, daily reporting and tracking till closure even after Go Live. • Create a rapport and maintaining effective communication with the team members and external stakeholders in the project• Prepare and present weekly reports to the senior management on the progress of the project. Participated in monthly business review with senior management. • Conduct weekly & monthly business reviews and present detailed project summaries to senior level management• Interfaced with training delivery team to ensure completeness and comprehensiveness of training material and participated in initial sessions• Participate in the post implementation review and provided support and inputs for the post implementation audit

• Was responsible to set up and handle the ‘Premier’ team for India under the Global Premier proposition. (Premier is a product proposition for high net worth customers of the bank).• Understand and provide quality service to customers through sound product/process knowledge • Manage performance and motivation levels of the teams and identify training requirements. Develop individual and team competence and provide growth opportunities

Mumbai Area, India

Key Responsibilities• Provide courteous & timely service to customers, identify, understand and resolve customer requests or complaints.• Actively took part in initiatives to develop and enhance service and product knowledge. Developed individual competency by participating in training modules and workshops• Promoted as a supervisor in the year 2002, was responsible to manage a team of 12 service advisors

Mumbai Area, India

Key Responsibility• Authentication of customer applications and activation of value added services for corporate accounts.

Iibf, Caiib

Mba, Finance

Bachelor Of Commerce

Rabqsa Six Sigma Green Belt Certification, 90%