Open to opportunities

Ayush Waghmare

@ayushwaghmare

Message

I lead operations and customer experience in BFSI, improving NPS, SLA/TAT, churn, and service recovery.

India

Message

What I'm looking for

I’m looking to lead CX and operations transformations in BFSI—owning SLA/TAT, VOC programs, and customer lifecycle KPIs—partnering cross-functionally to drive measurable NPS/FCR gains, churn reduction, and compliant, scalable service.

Results-driven Operations & Customer Experience (CX) Leader with 6+ years in BFSI, specialising in customer lifecycle management, service recovery, NPS improvement, and omnichannel escalation resolution. I bring IRDAI-compliant operations background across life insurance and financial services, with a strong focus on data-driven decision-making.

In my current role at Aditya Birla Sun Life Insurance, I lead a team of 11 handling high-impact customer escalations across voice, digital, and email. I reduced resolution TAT from 5 days to 3 days, improved NPS from 5.2 to 6.1 through structured VOC interventions and journey mapping, and drove churn reduction by identifying root causes via data analysis.

Previously, I managed PAN-India KPI governance and built MIS dashboards and business intelligence reports to improve strategy execution. I’ve also owned full branch P&L and regulatory compliance, driving ~10% YoY revenue growth while strengthening customer acquisition, service quality, and team performance.

Experience

Work history, roles, and key accomplishments

Current

Customer Advocacy Specialist

Current

Aditya Birla Sun Life Insurance

Jul 2023 - Present (2 years 11 months)

Led a team of 11 managing high-impact omnichannel customer escalations with IRDAI-compliant service recovery. Reduced resolution TAT from 5 to 3 days, enabled sub-24-hour closure for low-complexity cases, and improved NPS from 5.2 to 6.1 through structured VOC and journey-mapping interventions.

IRDAI Compliance Service Recovery NPS CSAT FCR Improvement Customer Journey Mapping Leadership

Strategy Team - Green Channel

Aditya Birla Sun Life Insurance

Jul 2021 - Jun 2023 (1 year 11 months)

Managed PAN-India KPI governance across business channels, impacting premium growth, agent productivity, and customer experience metrics. Owned Rs. 100 Cr business volume, built Power BI/MIS dashboards for leadership, and led customer retention, service quality, and digital transformation initiatives while supporting IRDAI-compliant underwriting and claims servicing.

KPIs Power BI Customer Retention Digital Transformation Process Improvement IRDAI Compliance

Branch Manager

Aditya Birla Sun Life Insurance

Jun 2019 - Jul 2021 (2 years 1 month)

Owned full branch P&L, revenue targets, and regulatory compliance for life insurance products. Drove ~10% YoY revenue growth through sales initiatives and relationship management, coached advisors on customer lifecycle management, and delivered KPI/CSAT insights to regional leadership to support business planning.

Revenue Operations Customer Lifecycle Management CSAT Regulatory Compliance Customer Experience Operations

Associate Analyst

XL Dynamics

Jun 2015 - Jul 2016 (1 year 1 month)

Performed risk and credit analysis on mortgage loan documents for US-based financial clients. Improved workflow turnaround time using process enhancements and SLA tracking to increase team efficiency.

Risk Analysis Credit Analysis SLA TAT Tracking Workflow Optimization Data Analysis Process Improvement Financial Services Operations