Experienced Chief Executive Officer with a demonstrated history of working in the information technology and services industry. A strong business development professional skilled in Operations Management, Customer Lifecycle Management, Requirements Analysis, Medical Billing, and Contact Centers.
As a technology expert, Considered the "go-to" resource for complex, mission-critical challenges. I'm able to strategize, anticipate roadblocks with innovative solutions. I have a clear understanding of what is the end goal and where we'll go after the delivery of key initiatives. I believe in a collaborative approach and bring managers, executives, and staff out of silos to work together. Working as an effective communication conduit information is shared organically and everyone takes responsibility for the whole. I create and have built a strong reputation for thought leadership across a number of disciplines. I have consulted as SME in different projects-domains and often recognized and rewarded. I always believe in keeping a calm head in even the most stressful situations—which ensures that any situations we make encounter are resolved fast, and with little to no business impact. As a team builder and leader, I regularly seek out a diversity of opinions and ideas among teammates to build strategies and solve problems. As a result, employees are more engaged, feel trusted, and are more likely to take ownership of their work. I share my vision—and the vision of where the enterprise can go—to ensure that every member of my team wants to get the job done—rather than feeling that they have to get things done.
Sharatee heads the Omni-channel Customer Experience Centre and Virtual Relationship Management platform for the affluent mass segment at Kotak Mahindra Bank. She is responsible for the Bank’s customer service across channels such as phone banking, email, and social media. Additionally, she also drives customer outreach and manages cross-sell campaigns through the Bank’s outbound contact centre.
Sharatee joined Kotak in 2007. Before 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 the metric measurement change to the Net Promoter Score System, in 2017. Along with NPS, she also worked on customer journey maps, customer experience principles, and embedded CX best practices into the Bank’s DNA, processes, and standards.
She is a business manager with a proven track record of successfully handling diverse banking assignments across highly competitive and global organizations - Kotak Mahindra Bank, GE Money, and CitiFinancial, India.
Sharatee has a post-graduate degree in Management Studies from Symbiosis, Pune, and is an alumnus of Economics at Jawaharlal Nehru University, Delhi. She was voted one of India’s top 100 Women in Finance in 2019 by the Association of International Wealth Management of India in the “Progressing” category.
Career spanning 19+ years experience in Banking Financial Services and Business Process Outsourcing space with the Best-In-Class Corporates getting a balanced exposure to both Front-end Voice Operations & Back Office handling service & complaints management. Strong domain expertise in Contact Centre, Customer Experience & Complaints Handling. A hands-on management professional in leading large teams to deliver on Customer, Client & Organizational commitments. A Certified Registered COPC Coordinator (Customer Operations Performance Centre), Lean Coach & Green Belt.
I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.