Loveena Khatwani
Senior executive, strategist & leader with more than 20 years of experience in the Financial Services industry across areas of client experience, operations and compliance, having garnered extensive exposure to a gamut of areas including strategy & leadership, customer experience, operational excellence, regulatory compliance and investor grievances. Has proven competence in conceptualizing & driving strategic initiatives that successfully led to improved customer feedback - CSAT/NPS, reduced TAT, optimization of resources and enhanced efficiency. Over the years,has gained in-depth experience of engaging effectively with customers, understanding their expectations and influencing their feedback. Also adept in driving internal as well as external stakeholders including Senior Leadership, direct teams and cross-functional resources.
Result-oriented decisive leader and a persuasive communicator with exceptional relationship management skills and a knack for identifying market/industry/customer needs while successfully ensuring these are catered to effectively. Multitasking ability to sketch the plan, prioritize the work and manage the complex projects under aggressive timelines. Adroit at analyzing the organization requirements with a proven capability to thrive in dynamic and fluid environments while remaining pragmatic and focused.
Topic: "Voice of the customer"
Overview: Voice of Customer: Accumulates and provides single view of what customers talks about across touchpoints.
It helps us to prioritize the process improvement and its relevant development (Product, Platform, and Process) which needs to be carried in line with customers expectations.
Edelweiss Personal wealth advisory is pioneer in the Wealth Management industry that has been successfully listening and improvising on customer feedback for over 4 years now and has won accolades and awards for the same across various service oriented organisations
* VOC Framework @ Edelweiss PWA
* VOC Improvements – Continuous Process
* Use cases of VOC @ Edelweiss – improving customer experience