Ankit Goenka

Enterprise CX Strategy & Culture Transformation: Driving enterprise-wide customer experience strategy across the entire policyholder lifecycle and multiple service channels, embedding a culture of “Care & Trust” through the “Caringly Yours” service philosophy. Achieved the lowest grievance ratio & highest NPS in the industry for six consecutive years, with best-in-class turnaround time across competitors.
AI-Led Customer Service Innovation: Leading the deployment of multilingual AI-powered chatbots and voicebots across digital customer touchpoints to enhance accessibility and service responsiveness. Enabled adoption by over 60% of customers while reducing service operating costs by more than 60% within five years.
Phygital Customer Engagement Model: Designing and implementing an industry-first “Care Angels” phygital service model, integrating digital tools with human support to improve claims servicing and customer interaction quality. Successfully covered over 78% of claims and delivered an exceptional NPS exceeding 95.
GenAI Customer Education Platform: Spearheading the development of “Insurance Samjho,” a GenAI-driven customer engagement platform aimed at simplifying insurance understanding and improving customer awareness. Attracted more than 20,000 users within the first 60 days of launch, establishing a new benchmark for digital engagement in the sector.
Customer Grievance Resolution Transformation: Strengthening service governance and complaint management frameworks while ensuring regulatory compliance across the organization. Designed and implemented the “ICU – I Care for You” model which reduced complaint resolution timelines from the regulatory 14-day window to 100% resolution within one day, setting an industry benchmark.
Enterprise Data & Cloud Transformation: Supporting strategic technology modernization initiatives including cloud transformation & enterprise data integration to enable advanced customer intelligence & loyalty programs. Helped establish a unified data lake covering over 160 million customers, enabling one of the industry’s first large-scale customer loyalty ecosystems.
Large-Scale Workforce Leadership: Leading and developing a 500+ member hybrid workforce (human + automation) across multiple locations, ensuring consistent service delivery and performance excellence. Maintained industry-leading engagement levels with <5% attrition and 100% employee engagement scores.
Board & Enterprise Strategy Participation: Contributing to enterprise governance and strategic decision-making by participating in Policyholder Protection Committee (Board-level) and AI Strategy Committee, supporting initiatives that align customer service innovation with long-term business growth.

Operations Scale & Productivity: Managed end-to-end operations across customer, banking, and merchant servicing functions, successfully supporting 3X transaction growth without increasing headcount through process automation, workforce capability development, and operational efficiency improvements.
National Payments Platform Delivery: Led operational deployment of the Bharat Bill Payment System (BBPS – now Bharat Connect) across major banks, e-commerce platforms, and payment partners, strengthening BillDesk’s digital payments ecosystem.
Process Governance & Monitoring: Established end-to-end process documentation & governance frameworks covering workflows, ownership, risk controls, and service metrics & implemented an “Operations & Service Cockpit” for real-time performance monitoring.
Enterprise Risk & Compliance: Contributed to organization-wide initiatives including enterprise risk management, internal audit readiness, and operational governance enhancements to strengthen compliance and control frameworks.
Organizational Development: Launched a company-wide employee engagement program and supported corporate restructuring initiatives including role banding, recognition frameworks & capability development.

Corporate Cards Business Transformation: Established and scaled the Corporate Cards customer management function, designing end-to-end operational processes across acquisition, servicing, and relationship management. Delivered 40% top-line growth, reduced service requests by 70%, and minimized card delinquencies to near-zero levels.
Technology & CRM Modernization: Led the implementation of a new CRM platform focused on automation and workflow simplification, improving operational productivity by 20% within the first month of deployment.
Regulatory & Security Compliance: Successfully implemented 100% Chip-and-PIN enablement for corporate cards in alignment with regulatory mandates, strengthening payment security and compliance standards.

Risk, Underwriting & Automation: Headed the New Accounts Underwriting & Verification vertical, driving automation-led decisioning frameworks that enabled 80% credit decisions through automated channels & reduced operational costs by nearly 90%.

Customer Lifecycle & CRM Innovation: Led customer relationship management and distribution analytics initiatives, improving operational metrics by over 400% within three months.

Payments & Digital Operations Transformation: Played a pivotal role in modernizing remittance and payment operations, streamlining reconciliation frameworks and implementing cash management processes across 120+ locations.
Process Optimization & Lean Transformation: Spearheaded operational improvement initiatives using Lean methodologies and process re-engineering, resulting in cycle time reduction of over 50%.

Customer Operations & Service Excellence: Led large-scale customer service & operations functions across multiple service channels, consistently delivering industry-leading productivity, service accuracy, and turnaround improvements.