The Service Operations Podcast

Welcome to "The Service Operations " Podcast!    Are you looking to make a career change but feel stuck in your current path? You're in the right place!  At "The Service Leaders Network," we believe that career transformations are possible at any stage, and it all begins with the right inputs and mindset. I personally believe that anyone can pivot their career successfully, no matter where you start.   On this episode of The Service Operations Podcast, we have an incredible guest who embodies this belief. Pamela Sharma, serves as an inspiring example of how the right learning interventions and determination can lead to remarkable career shifts. Her journey from a background in customer service operations, to data security and process optimization  showcases the boundless opportunities awaiting those who take the plunge into change.   In this episode, we'll delve into her remarkable journey, but more importantly, we'll uncover the strategies and insights that can help individuals from all walks of life realize their career dreams.   Stay tuned for an enlightening conversation with Pamela on The Service Operations Podcast. We're here to equip you with the tools and knowledge you need to break free from the career rut and achieve the success you deserve. #Service #ServiceLeaders #CareerTransformation #Training #CareerChange #SuccessStories #Podcast

Join us today, to hear Jitendra Agarwal’s thoughts on the challenges of implementing long term quality solutions and  the best roadmap for achieving success.  He also touches upon how AI is here to stay, and the various avenues for implementing quick AI integration. Jitendra Agrawal is the Founder and CXO (Customer Experience Orchestrator) of Relevanta Solutions LLP.   A Senior Management Professional with over 31 years of experience leading Service Excellence in various industries, Jitendra has won multiple accolades in his domain, ranging from India’s Most Talented Top 50 Quality Professional, to Innovative Leadership in BPM.  His expertise spans across TQM, Six Sigma, BPR &amp, and Design thinking. He is an assessor for the prestigious Malcom Baldrige Award, &amp, Business Sustainability (CII) and ISO 9001/114001/27001. Link to the video podcast: https://youtu.be/vrECaeuY6jA   Thank you for joining us in this conversation   Jitendra: linkedin.com/in/jita04 Satinder Kaur : linkedin.com/in/satinderkaurs   About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Preeti Vyas is the President and CEO of Amar Chitra Katha Private Limited, publishers of the iconic Amar Chitra Katha comics and Tinkle magazine. Through her 28-year-long career, in the content and retail industries she has been a retailer, publisher, editor, author and entrepreneur. She has worked in a variety of organisations such as ToysRUs, Sony Music, Future Group and Crossword. Her entrepreneurial stints include running her own children’s bookstore Kidztown and setting up the award- winning publishing house FunOKPlease Preeti believes passionately in the power of children’s books to shape the future of India and the world. Link to the video podcast: https://youtu.be/XOf4_-rL7fc Thank you for joining us in this conversation   Preeti Vyas : https://www.linkedin.com/in/preeti-vyas-7573418/ Satinder Kaur : linkedin.com/in/satinderkaurs   About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease.   Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Arnab Chakrabortty is a social entrepreneur who interests himself in building capacity at individual, enterprise and provincial levels by using the development of mindset as a lever. He works with impact entrepreneurs as he leads the installation and development of the UN's flagship entrepreneurship-development programme, Empretec, in India. Link to the video podcast: https://youtu.be/wY8y43BzJb4 Thank you for joining us in this conversation Arnab Chakrabortty:  linkedin.com/in/arnabchakrabortty/ Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Salil Chugh is currently the Chief Digital and Technology officer at Pramerica Life Insurance. Salil Chugh has about 20 years’ experience in data science, digital banking, mobile products, payments and portfolio management. Most recently, he was with Experian Asia Pacific. At Experian, in his last role, he led the APac Analytics CoE and the innovation Labs ( X Labs) based out of Singapore. In this role, he focused on consulting, modernizing the analytics stack and new product innovation for clients in the region. Prior to Experian, he worked with ICICI Bank for about 15 years in key leadership positions, driving and scaling impact through analytics and data science, mobile banking and digital payments. He has extensive experience in building & managing talent for data science, portfolio, digital and product teams. Listen to Salil talk about the evolution of Data analytics from employee convenience to customer convenience. Link to the video podcast: https://youtu.be/0KR3lYUe_co Thank you for joining us in this conversation Salil Chugh:  linkedin.com/in/salilchugh Satinder Kaur: linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Jayan Menon is a Senior Leader and Chartered Accountant. He has a demonstrated history of result-oriented work in the banking, information technology and services industry. Skilled in Business Relationship, Scaling businesses, and Revenue & Cost optimization across the three industries talks to us about digitization of Trade Finance with its challenges and advantages. Link to the video podcast https://youtu.be/k5rxymfq7s4 Thank you for joining us in this conversation Jayan Menon:  linkedin.com/in/jayan-menon-38163b36 Satinder Kaur: linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Debashis Sarkar is the Managing Partner of Proliferator Advisory & Consulting, with clients in Asia, Africa, Europe, and the Middle East. He works closely with the C-suite on customer-centricity, organisational transformation and operational excellence. Link to the video podcast: https://youtu.be/EjzItwa_WoI Thank you for joining us in this conversation Debashis Sarkar: linkedin.com/in/debashissarkar Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Prasad brings two decades of corporate experience in Banking and Non-Banking Financial Institutions like ICICI bank and Standard Chartered Bank, India and Singapore. He drove strategies to drive growth and manage service delivery operations across Rural and Urban India, Creating Customer Relationship Management (CRM) Platform for ASEAN, MEPA and AME region. As a coach Prasad has coached leaders across industries like IT, Banking, NBFC, Retail, Shipping, Media, Manufacturing, Telecom, Oil and Education, and in functions across Sales, Service, Operations, Network services, HR, Project Management, Communication, Quality and Business Development. Prasad is a Commerce graduate. He is a certified Neuro Leadership Coach, Advanced Hogan Assessments Certified Coach as well as a Positive Intelligence Coach. He is an ACC (ICF accredited coach) with over 1000+ hours of Coaching and 150+ Leaders across various industries globally. Link to the video podcast: https://youtu.be/qrOYb7ZcT4o Thank you for joining us in this conversation Prasad Palav: linkedin.com/in/prasad-palav-acc-8946038 Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Ranjit is the CEO and Founder of Germin8, a digital intelligence company founded in 2007. Germinait is focused on using data analytics and artificial intelligence to help companies become more customer-centric. Ranjit completed his PhD in Computer Science with a specialization in Artificial Intelligence from the University of Southern California in 2004. After his doctorate, he worked as a research scientist with Honeywell Labs in Minneapolis, where he continued his work in developing algorithms for planning and decision making in the face of imprecise and incomplete information. He returned to India at the end of 2006 to be a tech entrepreneur and founded Germin8 along with his father, Raj Nair. Today, Germin8 helps many large companies across sectors like financial services, automotive, FMCG and pharmaceuticals to analyze their customers and become more customer-centric. On the personal front, Ranjit enjoys cooking, reading and running. He currently resides in Goa with his wife, 6 year old son and 3 cats. Link to the video podcast: https://youtu.be/qOIo_YydUWQ Thank you for joining us in this conversation Dr Ranjit Nair: linkedin.com/in/ranjitnair Satinder Kaur: linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Anand Wasker’s experience covers 24 years in the Banking, Telecom & Healthcare industry, across Sales, Distribution, New Businesses Development, Operations, Product & Program management, both at the strategic & operational level. He has proven abilities in leading large teams to collective success.  With strengths managing a multi product/multi channel service and business in a rapidly changing environment and sustainably scaling up small, mid sized/startup organisations. He has in-depth experience of and contribution towards P&L, Compliance, Customer Service Operations & Stakeholder management coupled with strong execution skills in Retail & Channel Sales, Relationship & Direct, Institutional & Govt. Sales. Currently he runs the Primary Healthcare Clinics business vertical of the Apollo Hospitals Enterprise Ltd group via 300+ Clinics across 55 cities of India under the Apollo Clinic, Dental & Sugar brands. These clinics are run in an omni channel fashion & format, comprising of acquisition and service delivery via Digital and Physical formats. Link to the video podcast: Thank you for joining us in this conversation Anand Wasker: linkedin.com/in/anandwasker Satinder Kaur: linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Dr Vibha Bhilawadikar has worked in the Indian corporate sector for 28 years and 6 years of experience in the academia. Her experience primarily is in market research and analytics in banking, automobile, FMCG, entertainment etc. in brand and customer centric  research. She is a strong market research practitioner and reviews  concepts and its  implementations with practical applications on field Dr.Vibha’s PhD research was in the area of Relationship management and delved deeper into understanding the impact of personal bond on customer relationships in the banking sector. She has few publications to her credit in national and international high impact journals. Vibha is currently an independent researcher  running her own NGO, The Pearl Collection Foundation and is associated with for profit  start up Muanalytics. Dr. Vibha is an Economics graduate from Mumbai University. She has done her Masters in Management Studies (MMS) from  SP Jain Institute of Management and Research  and  her PhD  is from Pacific University, in Udaipur. Link to the video podcast: https://youtu.be/pCK55oaYC6A Thank you for joining us in this conversation Dr Vibha: linkedin.com/in/vibha-bhilawadikar🌐-539a4362 Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

GD, as he is called, has over 30 years of experience in the Banking and Financial Industry with expertise in Operations and Fraud Risk management. He has worked in reputed companies - Ashok Leyland Finance, Citi, HDFC Bank, Fullerton, ICICI and DBS. His work includes managing and setting up Fraud Risk Management in Asia Pacific Markets with a focus on Consumer, SME and Corporates in the physical and digital space. Fraud Risk management today requires partnerships with multiple Fintech and others. He takes keen interest to take on challenges of the future in the complexities we face today. GDs earlier experience included setting up of systems, processes, and technology in the setting up phases of retail lending businesses as well as growing them. A unique experience in the Indian set up reaching smaller locations with over 3000 partners.  GD shares his knowledge through training in risk, audit, and fraud management. An MA in Economics, GD has been a speaker at many Forums, Seminars and has published white papers. A Certified Fraud Examiner since December 2007, he is currently Group Head Credit Fraud Management at DBS Bank,   Singapore. Link to the video podcast: https://youtu.be/3eJvea40ia4 Thank you for joining us in this conversation G D: linkedin.com/in/gdbcfe Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Rishi Nanda was associated with the Banking, Financial Services, and Insurance (BFSI) industry for 9 years after which he started his own venture, Nibhish Consultancy.    He has been a facilitator since 2014 and has conducted 1,000 + workshops across industries. Rishi Nanda, known as “The Spiritualist" -  uses his mythological knowledge and practical life experiences to connect and understand various personalities for trainings.    Rishi also takes sessions based on the learnings from Ancient Indian History popularly known as Indian Epics or Indian Mythology for various corporates and groups to maximise their inner spirit potential. He links stories from Indian epics and puranas to management models.   He has co-authored a book “Break Your Leadership Chakravyuh” with his wife Mehak Mahajan Nanda and has been a speaker across social media, music and international forums.    Rishi is certified from reputed institutes in training. He is a Management Graduate from International Management Institute and has done his Master of Commerce from Mumbai University along with Diploma in Human Resource Management and a Diploma in Advertising & Public Relationship from Welingkar Institute, Mumbai. Link to the video podcast: https://youtu.be/mBTK0CLPKZI Thank you for joining us in this conversation Rishi: linkedin.com/in/rishi-nanda-🌐-b66aa27 Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Rahul’s career spanning over 3 decades has been spent in Retail Banking. Half of this time has been spent in building and managing Digital Banking and electronic payment systems for one of the largest banks in India. He is on the board and holds minority stake in a fast-growing startup which provides biometric based payment solutions. He has extensive experience in conceptualising, operationalising and monitoring several payment systems such as ATM, Aadhar Enabled Payment System, IMPS and UPI In India and conducts workshops for banks in emerging economies to help them formulate their digital strategies. Rahul has a post graduate degree in Management from University of Pune with a major in finance. Link to the video podcast: https://youtu.be/LTTd4nNQ3iw Thank you for joining us in this conversation Rahul: linkedin.com/in/rahuljoshi-digitalbankingpaymentsexpert Satinder Kaur: linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

LK, as we lovingly call him, is a visionary thought leader in the customer experience industry, in his experience spanning over 1.6 decades he has been in key leadership roles at reputed organisations like Wipro, Concentrix, Aditya Birla group, Karvy and others. He believes in creating seamless Customer Experince ecosystem by effectively deploying, prevalent and next generation technologies, process reengineering methods and advance data analytics. His academic training in psychology, has prepared him to comprehend consumer, employee and suppliers behaviour meaningfully to create intelligent and intuitive business solutions. His love for technology and acumen earned from working in the telecom, IT/ITES, E-com industries has helped him in designing and deploying cutting edge tech products encompassing, work groups like, operations, training, quality, finance, HR and IT infra. He is a proponent of liberalisation and building robust, open, solution oriented & Modern organisation. He is a people manager and has authored more than 50 articles on the subject of organisation building and customer experience, among other socially relevant disciplines Link to the video podcast: https://youtu.be/HVvKbDSKlAs Thank you for joining us in this conversation LK: linkedin.com/in/lkstates Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Accomplished professional of over 27 years in Banking and Financial Services with 10+ years in Top Management position and last 5 years as COO. Jaya has built expertise in directing and delivering strategic projects in digital, technology, centralization, and customer service. She has worked on large scale multi-product and multichannel techno enabled operations and customer service. Jaya is adept at building technology for digital banking (API, RPA, CHAT BOT) and leading the teams to complete large banking projects for ease-of-use forthe customers. Having delivered high scale transformational projects for building scale, reducing cost and risk and highly efficient customer service, Jaya freely gives her views on how ‘Digital’ has impacted Customer Service. Link to the video podcast: https://youtu.be/QKQSuX57Gao Thank you for joining us in this conversation Jaya: linkedin.com/in/jaya-janardanan Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

Hari is passionate about Payments and has expertise in setting up, building and scaling Operations & Service in this domain. He has been instrumental in: Setting up Merchant Operations and Service at PhonePe Built & Scaled Operations and other functions at Citrus Pay and managed relationships with Banks, Networks, Regulators and Industry associations Setup Operations and Collections function for LazyPay - Consumer credit business of PayU; Founding member of IMint (PayBack) - Coalition loyalty programme - Conceptualised and built Operations Managed Credit Card and Merchant Acquiring Operations at ICICI Bank Hari has led teams which won the "Best Operations Unit" in ICICI Bank for its Operational and service metrics, Visa Inc. awarded this team with the "Service Quality Award" for superior service amongst all Banks worldwide. Hari is a Gold Medallist in MBA and a Cost Accountant. Currently he is COO at OneCard managing all Processing and control functions -Operations, Service, Compliance and Collections Link to the video podcast: https://youtu.be/fATemKp4R1Y Thank you for joining us in this conversation Hari: linkedin.com/in/hari-velayudan-2850b912 Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

In this episode, we talk about the role of innovation in a large organisation, idea generation and collection from employees as well as the importance of listening to the customer. Jai Thakur has been a part of the innovation team of a large private sector bank. Besides, he has worked across customer service & sales. Jai is a risk taker and has built products, businesses and banking lending fintech and payments. He is passionate about understanding consumers from inward and outward facing roles. Jai is soon launching productivity tools and a premium DtoC Food Brand. Link to the video podcast: https://youtu.be/xs3_vjy2E2M Thank you for joining us in this conversation Jai: linkedin.com/in/jaithakur Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

In this episode, I am speaking to R Muralidharan (Murali) around Demand Management. In this podcast, Murali shares his perspectives on building repeatable, sustainable and replicable models in service strategy and his pet theory of why it makes sense to approach the service strategy by deeply understanding the demand side and  asking yourself all the time, what is the impact of this decision on the customer in whatever you do. Murali has over 33 years of experience in the Banking Financial Services and Insurance Sector. Over the last decade, he has held CEO/COO / Top Leadership positions across institutions such as ICICI Bank, Dhanlaxmi Bank and L&T Financial Services. He currently works with Leadership Centre and is a Director on the Board of  Utkarsh Small Finance Bank and PGIM Mutual Fund. Through his career, Murali has been a part of Strategic and Leadership committees and has held Board Positions in the business and not for profit organizations.  He has led several transformational industry first projects that sit at the cross section of Business, Technology and Operations at the core of which was customer service experience. His passion for customer experience led him to becoming the Vice-Chair of Customer Service Excellent Foundation. Link to the video podcast: https://youtu.be/IqbiEF25EnU Thank you for joining us in this conversation Murali: https://www.linkedin.com/in/muralidharan-rajamani-7282729/ Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/

In this episode, I am speaking to Manasi about On-Brand Customer Service Today we are talking about the importance of Customer Service in building a Brand with Manasi Jagdish. Through her career of over 16 years, Manasi has essayed roles across a range of functions including market research, customer service efficacy, B2C & B2B brand building, consumer insights and marketing communication.  She also has had her tryst with entrepreneurship when she started an online fitness brand for weight management. Manasi is currently working at FPL Technologies as the Chief Brand Officer & Consumer Insights Head. Today we will be discussing with her a topic very close to her heart and belief system, On-Brand Customer Service. Link to the video podcast: https://youtu.be/SCAf-NBLxNc Thank you for joining us in this conversation Manasi: linkedin.com/in/manasi-jagdish-67542841 Satinder Kaur : linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/