Gaurav Shah

Experience

• 

  Motilal Oswal Financial Services Ltd

  Feb 2008 - Jul 2011

  Group Leader – Branch Advisory (PAN India)

  • Completed Green Belt Project & awarded as certified Green Belt Practitioner using DMAIC approach of Lean Six Sigma• Managed Call & Trade Desk (manned with 10 agents), responsible for executing Equity trades on behalf of customers & provide service support

• 

  HDFC Life

  Jul 2011 - Nov 2014

  • Driven projects with CFT’s resulting in operational excellence• Setting up standards for how projects are conducted • Ensure project management standards are adhered to, also provided guidance & advice to project managers situated at Zonal office on below categories of projects:o impACT projects (Known problem, Unknown solution)o WoW projects (Known problem, known solution)o Deployment projectsBusiness Process Management: (Design & Documentation)Enhancing As-is & designing To-be processes for newly added services using BPMS approach• Defined process mission (Purpose, Boundaries & Goal)• Process Mapping (Swimlane mapping) by identifying Scope of work, Process flow & Key Stakeholders. (SIPOC, VA-NVA Analysis)• VOC & VOP to identify & measure variables which are Critical to Quality & Customer• Identified possible risk or process gaps involved in defined process steps & suggested risk mitigants or probable solutions using FMEA toolProcess Assurance:Conducted Process Assurance across functions to assess the maturity continuum of the process, by using AIRr model (Assessment of Integrated Reality & risk basis ISO and CMM models)• Calculated Maturity Continuum (Maturity Index) of the documented processes for baselining the process performance post assurance.• Implemented Assurance flow starting from planning for assurance to submission of report.• Identified Non conformity & Opportunity for improvements during assurance.• Established continual improvement through providing corrective and preventive actions and conducted effectiveness review. Show less

  • Deputy Manager – Business Service Excellence (PMO) Project Management Office

    Apr 2012 - Nov 2014

  • Sr. Associate - Process Assurance

    Jul 2011 - Mar 2012
• 

  Edelweiss Financial Services Limited

  Nov 2014 - Jun 2019

  • Designed and implemented VOC framework using NPS (Net Promoter Score) methodology across all line of business (Wealth / HNI / Retail & Real Estate)• Assist functions in Standardizing existing & new processes through documentation of SOP’s & conducting periodic review• Designed & institutionalized Framework based execution:o Internal & External Communication frameworko Complaint Management frameworko VOC – Voice of customer framework• Managed Preferential Servicing Standards for servicing top category clients & created separate desk for servicing needs• Managing Chairman Escalations & ensuring appropriate resolution provided via implementing RCA, Corrective & Preventive action on each escalation raised• Ensuring Service Delivery Assurance by conducting transactional assessment basis defined SLA’s Show less

  • AVP - Quality & Process

    Apr 2018 - Jun 2019

  • Chief Manager - Process & Quality

    Apr 2017 - Mar 2018

  • Senior Manager - Process & Quality

    Apr 2016 - Mar 2017

  • Manager - Quality - Client Experience Office

    Nov 2014 - Mar 2016
• 

  HDFC Bank

  Jul 2019 - now

  • Mapping customer journey on different product and processes to identify gaps, benchmark competition, take up the process improvements with stakeholders across organization and ensure execution to achieve superior customer experience• Driving Customer agenda by ensuring 100% conduct of Branch Level Customer Meetings across Retail branches & ensuring implementation of customer feedback• Process re- engineering o Adopted Agile way to manage Projects. POD groups created with different competencies (CFT’s) complementing each other to deliver defined requirement in multiple sprintso Prioritizing, Executing & Supervising multiple projects of self & teamo Challenging existing processes with an aim to simplify, automate and even eliminate processes if required, to improve productivity, TATs, reduce costs & to remove customer inconvenience/friction points, thereby adding business growth & revenue• Driving Customer Culture within organization by designing & rolling out advisory on critical customer issues which employees can easily consume (via videos, contest, quiz) & gauge the effectiveness• Driving Service Quality Index for PAN Bank Retail Branches covering all critical operational parameters performed by branches which has impact on customer experience Show less • Program Management - Designing survey questioner, selecting critical journeys / episodes & setting up VOC framework using NPS methodology• Designed dashboard for effective tracking of critical actionable metric basis customer feedback & integrated with critical applications used for Customer service (CRM)• Weekly adoption & effectiveness of Huddle within Branch team to drive CX agenda• Close looping of customer feedback within defined timelines to ensure customer issues are addressed to the core• Arriving actionable insights on Product / Processes basis customer feedback (Inner loop & Outer loop)• Driving Win Promotion Plans / initiatives with CFT’s basis Top Down & Bottom Up NPS study outcome• Constant connect with Regions / Clusters / Branches which are appearing in top & bottom quartile of NPS scores Show less

  • DVP - Customer Journey & Strategic Initiatives

    Dec 2022 - now

  • AVP - Customer Journey & Strategic Initiatives

    Sept 2021 - Dec 2022

  • AVP - Voice of Customer Specialist

    Jul 2019 - Sept 2021