Amit Shah

CX Strategy & Governance | Journey Mapping | NPS | Complaints & Escalations | TAT Optimization | Digital CX | P&L & Cost-to-Serve | Revenue & Retention | Regulatory Management | Board Reporting

• Spearheading a team of 200+ members, including 8 direct reports. This comprised 60 personnel in the Nodal Desk, 130 in RA Servicing, and a separate team of 10 for the Senior Management Desk. • Managed and resolved all senior management complaints through a dedicated team of 10, representing complaints to the MD, Deputy MD, and Group President Desk. • Ensured timely and accurate regulatory reverts every month and addressed audit queries from the RBI related to grievances. • Represented Kotak at all RBI offices pan India, ensuring consistent oversight and engagement at all sites.

• Leading a team size of 115, including 9 location heads , spread over 36 locations. • Developing TNPS scores basic metrics to measure customer satisfaction, which was an average of 40, moved to 73 for the year. • Acting as a Change Agent for Process Implementation in HF/LAP Product and ensuring retention of Clients which come with Competition Offers vide ( Rate Reduction of Foreclosure Request) • Conceptualizing and formulating Policies & Procedures for the entire Mortgage Business ( Housing Finance /Loan Against Property Business) • Ensuring adherence to various RBI Guidelines /Compliance and monitoring the effective implementation of the same • Adopting various digital initiatives to enhance customer experience and ease of operations

• Directed branch P&L, ensuring sustained profitability through a balanced portfolio mix and systematic financial planning, achieving a 15% increase in profitability. • Advised clients on personal and professional fiscal portfolio planning & development, resulting in a 20% growth in investments. • Guided and trained employees in procedures and policies, enhancing customer service and client retention, with a 25% improvement in client satisfaction scores. • Administered sales tactics, maintained existing and created new client relationships through strategic planning, proactive sales calls, and strong interpersonal skills, driving a 30% increase in new client acquisitions. • Simplified and implemented branch operation policies, monitoring savings, current accounts, cash credits, and various banking products, leading to a 10% reduction in operational errors. • Guided monthly/quarterly business performance preparation, ensuring alignment with budgets.

• Managed daily branch operations, ensuring efficiency and adherence to company policies. • Oversaw P&L, budgeting, and financial reporting to drive profitability and financial stability. • Developed strategies to boost sales, acquire new clients, and enhance customer relationships. • Led, trained, and motivated branch staff, conducting performance reviews and supporting professional growth. • Ensured regulatory compliance, manage risk, and address any issues through regular audits and adherence to policies.

Managed branch profitability, financial planning, wealth management, staff training, sales tactics, policy enforcement, business performance, savings, current accounts, cash management, and product offerings to streamline operations.

Managed investments through Structured Products, Private Equity funds, and Portfolio Management Services, showcasing my ability to handle complex financial instruments and provide tailored investment solutions.

Managed daily branch operations, adherence to SOPs, Credit Control, and Risk Policies, audit readiness, and coordinated with outsourced agencies. Led a 25-member team, including back office, sales, legal, and technical staff.

Appraised loan documents, managed daily branch operations, and ensured compliance with policies and risk controls. Coordinated with outsourced agencies, built and retained a motivated sales team, and led a team of 25 people, including back office, sales, and legal staff.