Looking for a job

Abantini Brahma

@abantinibrahma

Message

I lead customer experience transformation, contact centre operations, and AI-enabled service improvement.

India

Message

What I'm looking for

I'm looking to lead enterprise customer experience, operations, and AI-enabled transformation initiatives that improve service quality, retention, productivity, and customer outcomes.

At IDFC FIRST Bank, I lead enterprise customer experience transformation and quality initiatives that improved customer satisfaction by 20% and retention by 15%.

I manage 500+ cross-functional customer operations and quality professionals, building governance, performance reviews, capability development, and scalable AI-enabled automation solutions.

Previously at Yes Bank and across banking, BPO, and digital enterprises, I improved contact-centre efficiency to an 18% cost-to-income ratio and increased customer satisfaction by 25% through quality, training, and customer journey programs.

Experience

Work history, roles, and key accomplishments

Current

Vice President – Customer Experience & Quality

Current

IDFC FIRST Bank

Jun 2022 - Present (4 years 3 months)

Led enterprise-wide customer experience transformation and service excellence initiatives, improving customer satisfaction by 20% and retention by 15%. Managed 500+ member cross-functional teams and drove AI adoption aligned with digital transformation goals.

Customer Experience Quality Governance Operations Modernization AI Adoption Digital Transformation Stakeholder Management Team Leadership Performance Management

Assistant Vice President – Contact Centre Operations

Yes Bank

Sep 2016 - Jun 2022 (5 years 9 months)

Led customer engagement and lifecycle management operations across sales, retention, and portfolio management. Achieved cost-to-income ratio of 18% and improved customer satisfaction by 25% through quality and training programs.

Contact Centre Operations Customer Lifecycle Management Virtual Banking NPS Retention Process Optimization KPI Governance Training Quality Management

Earlier Roles

Firstsource

Sep 2007 - May 2016 (8 years 8 months)

Built foundation in customer service operations, team leadership, and process management across US, UK, and Indian banking environments. Managed customer service and operational support functions within credit card and financial services processes.

Customer Service Team Leadership Process Management Banking Operations 24 7 Operations