Tuesday, December 7, 2021
2pm SGT | 11:30am IST

The Fundamentals of Being Customer-Centric

In partnership with

Why attend

In an attempt to capture a larger wallet-share from their customers, banks are looking at ways to be more customer-centric. Channel transformation initiatives have helped harmonize the experience, but with a siloed back-office architecture these efforts have fallen short of expectations. Pampered by seamless experiences elsewhere, customers continue to expect and demand true customer-centricity from their banking partners.

The key take-aways

What would true customer-centricity entail?

How can banks make the leap from being product-centric to customer-centric?

What does this mean for different customer classes of customers- Retail, SME, Corporate?

And many more...

The webinar panel

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Ajay Kumar Kapoor, Senior Executive Vice President, Head - IT & Digital Risk Management | HDFC BANK

Ajay is a Postgraduate in Physics and CAIIB. He started his banking career with State Bank of India. He has more than 32 years of experience in banking industry. He has extensive experience of system integration during Bank mergers across multiple IT systems catering to various business segments e.g. Retail Liabilities, Retail Assets, Depository Services, Digital Banking etc. Ajay’s core expertise lies in variety of technology applications and processes for Retail Banking from core banking, digital banking, business process management and wealth management from desire to deliver.

Ajay heads a strategic function of Risk Management for Information Technology and Digital adoption in HDFC Bank. This function acts as second line of defence and responsible for Risk identification, assessment, and mitigation with appropriate communication to the senior management of the Bank. HDFC Bank being a highly technology driven bank with leading position in Digital Banking, Risk Management function is of significant importance.

Beth Coronel, Corporate Banking Group Head | RCBC

Harmander Mahal, Head of Consumer, Private and Business Banking (Vietnam and Asia Cluster) | STANDARD CHARTERED BANK

Harmander Mahal has extensive hands on experience runing wealth and consumer lending businesses. Across all major investment asset classes, Insurance, all kinds of Card products and unsecured loans, Mortgages and lending against securities.

Harmander also has extensive understanding of Consumer Banking Balance sheet and P&L management, Segment based proposition strategies, customer contact and sales management and delivery of appropriate customer experience.

Sudhir Nikharge, Head Solution Consulting | ORACLE REVENUE MANAGEMENT AND BILLING

Sudhir brings more than 2 decades of experience in Banking and Banking Technology space.

Early part of his career was focused in Transaction Banking space managing Cash Management operations and later moved into Technology space.

In Technology companies, Sudhir has handled multiple leadership roles, largely focused around Business Consulting and providing solutions to solve business problems.

Revenue Management and Digital Transformations are his areas of specialization. He has worked with number of customers across the globe, evangelizing and implementing Revenue Management Solutions across multiple lines of business / domains.

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