Sharatee heads the omni-channel Customer Experience Centre and Virtual Relationship Management platform for the mass affluent segment at Kotak Mahindra Bank. She is responsible for the customer service provided by the Bankacross channelssuch asphone banking, email and social media.
Additionally, he also drivescustomer outreach and manages cross-sell campaigns through the Bank’s outbound contact centre.
Sharatee joined Kotak in 2007, prior to this role, she was EVP- Service Quality and Principal Nodal Officer. She led the bank on a journey to deliver the goal of a differentiated customer experience, spearheaded by measurement metric change to the Net Promoter System, in 2017. Along with NPS,she also worked oncustomer journey maps, customer experience principles and embedded CX best practices into the Bank’sDNA, processes and standards.
She is a business manager with a proven track record of successfully handling diverse banking assignments across highly competitive and global organisations – Kotak Mahindra Bank, GE Money and CitiFinancial, India.
Sharatee has a post graduate degree in Management Studies from the Symbiosis, Puneand is an alumnusof Economics at Jawaharlal Nehru University, Delhi. Shewas voted one of India’s top 100 Womyn in Finance in 2019 by Association of International Wealth Management of India in “Progressing” category.