Visionary, transformative & intrapreneurial leader with over two decades of experience, specializing in BFSI, global service delivery, outsourced services, financial crime, risk & legal domains. Certified Project Management (PMP) & Enterprise Risk Management (ERM) Professional with extensive experience in sales, collections, operations, customer support, client engagement & governance of multi-million-dollar global programs and projects. Proven track record working with top banks and product companies across diverse regions including India, UAE, Philippines, Vietnam, Africa, and Mauritius. As an authentic and inclusive leader, apply a collaborative approach to establish new benchmarks in employee engagement and develop high-performance teams. Adept at working in complex stakeholder environments & presenting strategic insights at executive levels; driving significant contributions to organizational top-line & bottom-line growth through effective liaison, innovation, and foresight.
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Director Customer SupportLitera Apr 2023 - Jun 2024Bengaluru, Karnataka, India#Led a team of technical support professionals, driving a 30% increase in CSAT scores from 65% to 90% by optimizing support workflows and implementing new performance metrics.#Reduced average resolution time by 33%, from 15 days to 10 days, by optimizing ticket management and complaint resolution processes. #Led the integration of AI-powered chatbots and CRM tools (e.g., Salesforce), improving efficiency and cutting case handling time.#Delivered key insights from customer feedback analysis, influencing product enhancements and driving customer retention.#Collaborated with cross-functional teams (Product, IT, Sales) to resolve cross-departmental issues, improving service delivery and customer satisfaction. -
Vice President Customer Experience (India, Uae, Philippines, Vietnam, Africa, Mauritius)Clari5 (Customerxps) Sep 2019 - Apr 2023Bengaluru Area, India#Managed a $6M portfolio with $2M in annual renewals, driving 50% revenue growth through targeted product launches and market expansion across India, UAE, Philippines, Africa, and Mauritius.#Led the successful introduction of Enterprise Fraud Management, AML solutions, and RBI Regulatory Reporting, significantly enhancing market share and customer retention.#Directed global banking projects, optimizing operational efficiency and accelerating project delivery across diverse regions, resulting in improved service outcomes.#Implemented robust risk management strategies, safeguarding business continuity and achieving strong financial results in challenging economic conditions.# -
Vice President Customer SupportClari5 (Customerxps) Apr 2016 - Aug 2019Bengaluru, Karnataka, India#Established and led global Voice and Non-Voice Customer Support operations in India, enhancing service delivery and improving client satisfaction by 15%. #Managed financial planning and budgeting, optimizing ROI and ensuring cost efficiency through strategic process improvements and resource management. #Drove customer-centric initiatives, using client feedback and insights to implement process enhancements and refine product offerings, increasing customer retention.#Identified and mitigated risks proactively, ensuring business continuity and successful project delivery.#Fostered a culture of employee engagement, boosting retention rates and improving team morale, leading to higher productivity and reduced turnover.
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Center HeadIntelenet Global Services Ltd. Jul 2014 - Apr 2016Bangalore#Managed a $1.5M portfolio, driving 7% YoY revenue growth by optimizing client relationships, identifying business opportunities, and utilizing data analytics to increase sales. #Led complex projects across banking, insurance, FMCG, and NGO sectors, overseeing 500+ employees to drive operational efficiency, enhance quality scores, and meet service delivery KPIs. -
Branch HeadHdfc Bank Ltd Apr 2012 - Dec 2013Jalandhar, Punjab, India#Managed a $2M portfolio, driving revenue growth through effective sales strategies and fostering strong customer relationships, leading to improved branch performance. #Ensured regulatory compliance by implementing internal controls and proactively monitoring adherence to banking regulations, minimizing risk.#Launched cross-selling initiatives, increasing product penetration and boosting revenue from existing clients. -
Branch Sales & Service HeadRbs May 2011 - Mar 2012Jalandhar, Punjab, India#Boosted revenue and customer retention by executing targeted sales strategies, leading a high-performing team to enhance customer satisfaction and consistently exceed sales targets. -
Regional Collections Head Credit CardsRbs Jul 2007 - May 2011Mumbai, Maharashtra, India#Led cross-functional initiatives to identify early risk signs, optimize collections strategies, and manage external partners, resulting in reduced bad debt exposure and improved recovery rates through credit reviews.
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Process ManagerVangelz Technologies (Shakespeare Finance) Nov 2006 - Jun 2007Delhi, India# Managed the implementation of the first back-office process for secured loans from the UK to India, overseeing a team of 40 members.
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Operations ManagerIntelenet Global Services Sep 2005 - Oct 2006Gurugram, Haryana, India# Championed 9 BFSI processes with a team comprising over 200 agents, 8 subject matter experts, and 9 Team Leaders.
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Customer Accounts ManagerIcici Bank Jul 2003 - Sep 2005Kolkata Area, India#Oversaw Home Loan operations encompassing Sanctioning, Disbursement, Banking, and Customer Service across the entire eastern region. -
Quality Compliance AnalystExl Jul 2001 - Jul 2003Noida, Uttar Pradesh, India
Ashish Soni Education Details
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Indian Institute Of Commerce & TradePassed -
Passed
Frequently Asked Questions about Ashish Soni
What is Ashish Soni's role at the current company?
Ashish Soni's current role is Strategic Business leader - BFSI. Global Service Delivery | Project Management | Risk Management | Collections Management | Fraud Prevention & Intelligence | Customer Relationship & Support | Sales Management..
What schools did Ashish Soni attend?
Ashish Soni attended Institute Of Risk Management, Project Management Institute, Indian Institute Of Commerce & Trade, University Of Lucknow, Project Management Institute.
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Ashish Soni
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Ashish Soni
Innovative Data Engineer | Dp203 Certified | Data Engineering In Azure And Palantir Foundry Experienced | Ex. DeloitteBengaluru -
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Ashish Soni
Oracle Erp - Fusion Cloud - Delivery | Solution Architect | Technical Project Manager | Data Science Certified - Iimc | C-DacBengaluru -
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