Vaidehi Raj Email & Phone Number

Gurugram, Haryana, India

Gurugram, Haryana, India

Gurgaon

Currently leading Banca Innovation, Operational and People pillar under Banca Transformation, encompassing end to end execution of strategic initiatives for Open Architecture readiness. Leading comprehensive external market benchmarking and internal listening along with critical assessment of sales and operational performance to identify high impact initiatives (short/medium/long term). Design strategic options for immediate and long term value, evaluate selected options and make recommendations on decisions involving investments and cross functional synergy for performance. Guide project leaders across each stage of projects and highlight points impacting overall delivery. Leading Innovation pillar under Banca Transformation to bring latest technology solutions for sales enablement to increase activation and seller productivity leveraging customer and seller touch-points with focus on Branch Banking model. Design strategic options for immediate and long term value, evaluate selected options and make recommendations on decisions involving investments, partner negotiation, selection and pilot implementation.Program Manager for set up of a central capability team to define and drive training transformation strategy in line with business objectives. Identify opportunities enhance automation in current content and learning delivery model. Oversee development / integration of new collaborative training interactive tools with TMS and LMS ensuring seamless collaboration and operational excellence across the teams.

Guragon

Strategy formulation and implementation of Digital Penetration for B2C customers leveraging all digital touchpoints Website, IVR and Customer Service BoT with substantial Cost improvement in Call Center model. As part of constant innovation theme, led future readiness items with competition benchmarking, product conceptualization and implementation of Need Analysis BoT and lead BoT for new and existing B2C customers. Led digital product marketing and communication for B2B sales assets with an objective to increase adoption of digital assets in distributed workforce across proprietary and non –proprietary Channels. Owner of Workplace by Facebook in Max Life to launch, implement and reinvent digital communication model in the organization. The engagement got Max Life's Culture Transformation Case Study to feature in Workplace's official website with significant improvements in GPTW levers and 95% adoption within a short span of time.

Guragon

Responsible to define, design and execute initiatives, meeting key performance pillars for Customer Services. Implemented Customer Experience framework in Call Center and Email desk to reduce Average Handling Time, service TAT, reduction in repeat grievance rate, increase insta-response and first time resolution rate. Established quality and operational standards in Contact Center (Genpact) with constant diagnosis and analysis on top requests/ queries/ complaints (grievances) and mentored SMEs for continuous improvement. Led Innovation program for Customer Experience journey to understand unserved need of customers using D4 methodology bringing breakthrough outcomes for customer journey by digitizing the experience. Along with mentoring process design workshops to ensure refresh of central process repository with an aim to establish standardized processes. • Cost reduction at Call Center - AHT Reduction, managed end to end project from diagnosis, measurement system analysis, identification of improvement opportunity and implementation of solution by liaising with IT and Customer Services• Cost reduction at Query Service Desk – TAT reduction to provide quick response to customers, value stream mapping, identification of improvement opportunity and leverage advanced tech solution to achieve the goal• Managed end to end project for ‘Exemplary Customer Experience in Policy Servicing’ with the design of ‘Job To Be Done’, Identifying outcome expectations, ethnography, discovery of Ideas, brain writing and development of impact areas driving customer emotions.

Hyderabad, Telangana, India

Responsible for successful implementation of Wealth Management Platform in BFSI industries keeping focus on OTIF and D3 principle.

Gurgaon, India

The role in Indus Towers was to institutionalize Total Quality Management and foster Innovation towards continuous growth of top line and optimization of cost. As part of TQM, was driving Policy Deployment, Daily Work Management and PDCA across all functions in organization by collaborating with Senior Leadership, Business teams and HR. As part of Think Tank team, contributed in creating the BHAGs (Big Hairy Audacious Goal) for the organization by collaborating with all the stakeholders and finalize the five-year strategy for the organization using human centric design. Successfully completed first Deming Diagnosis for Indus by collaborating with all the functions in preparing the DTQMPs and implementation of feedback as per JUSE. • Lead Business Process Management program which aims to establish Single Version/ Standardized processes across Indus for which we used ARIS tool. • Trained more than 1300+ (>90%) people in a little less than a year, hence increasing the compliance level from 65% to 98% for critical processes.• Played a key role in design and setting up an innovation management tool "Indus Idea Incubator" and “Process Certification tool” at Indus. • Recognized as "CEO's Star Performer Award in 2015” for exemplary performance in design & setting up the improvement engine "Indus Idea Incubator" along-with “Process Certification Program”, to lay a solid foundation in TQM journey.

Gurgaon, India

Process Design Lead in Operational Architecture Group to partner with all stakeholders across various internal practices to diagnose processes, drive change initiatives and process improvement projects. The role included process diagnosis, analysis, designing As-Is and To-Be processes for optimizing and streamlining business processes to achieve better customer experience. • Focus on improving the experience of Personal Investment customers who wanted to transfer their funds from other fund managers to Fidelity using Outside In approach aiming to enhance Customer Experience in Transfer journey• Process design lead to develop robust and automated platform to reconcile the investments of clients in order to streamline client money reconciliation• Diagnosis of Corrections processes to reduce deal corrections for personal investment clients

Gurgaon, India

Vaidehi is an MBA graduate and a Process Consultant having 4.5 years of experience in customer facing role. Her consulting experience includes Business Process Standardization, Business Process Improvement and Change Management. She has an exposure to Process Improvement Methodologies like Six Sigma, lean and TOC. She carries a rich experience providing Process Consulting for Global Majors in Telecom, FMCG and Retail verticals. During her consulting experience she has used her expertise like ITIL, eTOM, Six Sigma to improve processes for both small strategic engagements as well as large-scale delivery projects.

With Wipro I have fore fronted projects of Business Diagnosis, Business Process Design, Business Process Standardization and Business Process Improvement nature using industry wide standards like eTOM, ITIL, CEMM, Six Sigma and Lean across various domains. As a Process Consultant she has successfully delivered various projects carrying responsibilities like:# Gathering and understanding requirements# Business Process Analysis# Capturing and analysing the AS-IS process state# Indentifying the opportunities for Process Transformation# Recommending and Implementing the target state solution

M.B.A., Advance It

Activities and Societies: • Vice President of Marketing and Public Relations Committee in ERP FORUM – 2007 at I2IT • Active member.

B.E., Electronics Instrumentation And Control

Activities and Societies: • Team Leader in RUIDP Quiz-Quest – 2005, State level inter- school quiz competition organized by Poornima.