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...

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 Professi...

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 entrepren...

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://yout...

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. I...

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...

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: l inkedin.com/in/ debas...

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 ac...

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 researc...

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 ra...

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 applica...

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 a...

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...

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, operationalisin...

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, proce...

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...

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 functi...

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 fi...

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...

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.&nbs...

In this episode, I am speaking to Ganga about the customer in the Startup Ecosystem. Ganga’s collective corporate experience in the SME space in roles like sales, credit and policies has helped her contribute to the start-up eco-system and the family managed business community. She works closely with various stakeholders as a mentor for technology based early growth stage start-ups typically from...

In this episode, I am speaking to Varsha Kothawle about standardisation and customisation in Service Operations. They seem conflicting and have a different purpose. We speak about when and how each should be used so they complement each other. Varsha has journeyed through 30 years of Customer Service Operations & interactions across Hotels, Banking & Telecom from start-up phases and spanni...

In this episode we are talking to Sharad Sharma, CEO, Options Infinite Services Pvt Ltd. Sharad has journeyed from sales to managing alternate channels. He has run large scale contact centres, as well as set up one from scratch. Having spent time in GE, Sharad shares insights into how performance metrics are identified and used effectively. Today we're talking about contact centre management and h...

In this episode, I am speaking to Gunneet Singh Bally about Consumer in the Digital World. Gunneet along with other dynamic and experienced bankers is building a digital bank, UBank powered by FECredit and VPBank at Vietnam. Gunneet has spent most of his working life in the business of cards and lending across functions and across countries. We'll discuss the changing service expectation of the cu...

In this episode, I am speaking to Nilesh Deshpande about the importance and role of core operations in Service Nilesh is a passionate operations professional and currently the Chief Operations and Technology Officer at ICICI Home Finance Company. He has spent over 2 decades in various roles in Banking and specifically in operations including in a Large Private Sector Bank. Nilesh has seen the tran...