The Service Operations Podcast
by satinder kaur
One thing that impacts service positively more than anything else is high quality Service Operations.Join Satinder Kaur, who has spent over 20 years helping a large organisation manage serve millions of customers, as she talks to leaders who will share their practical knowledge and experiences of Service Management from their unique vantage points. If you are leading or managing a service based business and want to understand the nuances of high quality service operations, spanning over setting up, scaling and reducing service operations costs the show is for you.
Episodes
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Ep 030 The Service Operations Podcast – Service Professional with Pamela Sharma
Welcome to "The Service Operations " Podcast! Are you looking to make a career change but feel stuck in your current path? You're in the right place! At "The Service Leaders Network," we believe that career transformations are possible at any stage, and it all begins with the right inputs and...
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Ep 029 The Service Operations Podcast – Business Excellence and Customer Experience with Jitendra Agarwal
Join us today, to hear Jitendra Agarwal’s thoughts on the challenges of implementing long term quality solutions and the best roadmap for achieving success. He also touches upon how AI is here to stay, and the various avenues for implementing quick AI integration. Jitendra Agrawal is the Founder...
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Ep 028 The Service Operations Podcast – Customer Insights in Publishing with Preeti Vyas
Preeti Vyas is the President and CEO of Amar Chitra Katha Private Limited, publishers of the iconic Amar Chitra Katha comics and Tinkle magazine. Through her 28-year-long career, in the content and retail industries she has been a retailer, publisher, editor, author and entrepreneur. She has…
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Ep 027 The Service Operations Podcast – Entre-Leadership Ideas and Perspectives with Arnab Chakrabortty
Arnab Chakrabortty is a social entrepreneur who interests himself in building capacity at individual, enterprise and provincial levels by using the development of mindset as a lever. He works with impact entrepreneurs as he leads the installation and development of the UN's flagship...
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Ep 026 The Service Operations Podcast – Digital Products and Data Analytics with Salil Chugh
Salil Chugh is currently the Chief Digital and Technology officer at Pramerica Life Insurance. Salil Chugh has about 20 years’ experience in data science, digital banking, mobile products, payments and portfolio management. Most recently, he was with Experian Asia Pacific. At Experian, in his…
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Ep 025 The Service Operations Podcast – Digitizing Trade Finance with Jayan Menon
Jayan Menon is a Senior Leader and Chartered Accountant. He has a demonstrated history of result-oriented work in the banking, information technology and services industry. Skilled in Business Relationship, Scaling businesses, and Revenue & Cost optimization across the three industries talks to…
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Ep 024 The Service Operations Podcast – Customer Centricity and Leadership with Debashis Sarkar
Debashis Sarkar is the Managing Partner of Proliferator Advisory & Consulting, with clients in Asia, Africa, Europe, and the Middle East. He works closely with the C-suite on customer-centricity, organisational transformation and operational excellence. Link to the video podcast:...
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Ep 023 The Service Operations Podcast – Customer Handling Mindset with Prasad Palav
Prasad brings two decades of corporate experience in Banking and Non-Banking Financial Institutions like ICICI bank and Standard Chartered Bank, India and Singapore. He drove strategies to drive growth and manage service delivery operations across Rural and Urban India, Creating Customer...
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Ep 022 The Service Operations Podcast – Customer Insights on Social Media with Dr Ranjit Nair
Ranjit is the CEO and Founder of Germin8, a digital intelligence company founded in 2007. Germinait is focused on using data analytics and artificial intelligence to help companies become more customer-centric. Ranjit completed his PhD in Computer Science with a specialization in Artificial...
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Ep 021 The Service Operations Podcast – Customer in Healthcare with Anand Wasker
Anand Wasker’s experience covers 24 years in the Banking, Telecom & Healthcare industry, across Sales, Distribution, New Businesses Development, Operations, Product & Program management, both at the strategic & operational level. He has proven abilities in leading large teams to collective…
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Ep 020 The Service Operations Podcast – Customer Feedback with Dr Vibha Bhilawadikar
Dr Vibha Bhilawadikar has worked in the Indian corporate sector for 28 years and 6 years of experience in the academia. Her experience primarily is in market research and analytics in banking, automobile, FMCG, entertainment etc. in brand and customer centric research. She is a strong market...
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Ep 019 The Service Operations Podcast – Fraud Management as a Service with G D Balasubramaniam
GD, as he is called, has over 30 years of experience in the Banking and Financial Industry with expertise in Operations and Fraud Risk management. He has worked in reputed companies - Ashok Leyland Finance, Citi, HDFC Bank, Fullerton, ICICI and DBS. His work includes managing and setting up Fraud...
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Ep 018 The Service Operations Podcast – Corporate Operations & Mythology with Rishi Nanda
Rishi Nanda was associated with the Banking, Financial Services, and Insurance (BFSI) industry for 9 years after which he started his own venture, Nibhish Consultancy. He has been a facilitator since 2014 and has conducted 1,000 + workshops across industries. Rishi Nanda, known as “The...
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Ep 017 The Service Operations Podcast – Demystifying Fintech for Banks and their Customers with Rahul Joshi
Rahul’s career spanning over 3 decades has been spent in Retail Banking. Half of this time has been spent in building and managing Digital Banking and electronic payment systems for one of the largest banks in India. He is on the board and holds minority stake in a fast-growing startup which...
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Ep 016 The Service Operations Podcast – Customer Service Design with Lav Kush
LK, as we lovingly call him, is a visionary thought leader in the customer experience industry, in his experience spanning over 1.6 decades he has been in key leadership roles at reputed organisations like Wipro, Concentrix, Aditya Birla group, Karvy and others. He believes in creating seamless...
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Ep 015 The Service Operations Podcast – Customer Service in the Digital World with Jaya Janardanan
Accomplished professional of over 27 years in Banking and Financial Services with 10+ years in Top Management position and last 5 years as COO. Jaya has built expertise in directing and delivering strategic projects in digital, technology, centralization, and customer service. She has worked on...
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Ep 014 The Service Operations Podcast – Service Setup for Startups with Hari Velayudan
Hari is passionate about Payments and has expertise in setting up, building and scaling Operations & Service in this domain. He has been instrumental in: Setting up Merchant Operations and Service at PhonePe Built & Scaled Operations and other functions at Citrus Pay and managed relationships…
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Ep 013 The Service Operations Podcast – Innovation & Customer Feedback with Jai Thakur
In this episode, we talk about the role of innovation in a large organisation, idea generation and collection from employees as well as the importance of listening to the customer. Jai Thakur has been a part of the innovation team of a large private sector bank. Besides, he has worked across...
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Ep 012 The Service Operations Podcast – Demand Management with R Muralidharan
In this episode, I am speaking to R Muralidharan (Murali) around Demand Management. In this podcast, Murali shares his perspectives on building repeatable, sustainable and replicable models in service strategy and his pet theory of why it makes sense to approach the service strategy by deeply...
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Ep 011 The Service Operations Podcast – On-Brand Customer Service with Manasi Jagdish
In this episode, I am speaking to Manasi about On-Brand Customer Service Today we are talking about the importance of Customer Service in building a Brand with Manasi Jagdish. Through her career of over 16 years, Manasi has essayed roles across a range of functions including market research,...
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Ep 010 The Service Operations Podcast – Customer in the Startup Ecosystem with Ganga S
In this episode, I am speaking to Ganga about the customer in the Startup Ecosystem. Ganga’s collective corporate experience in the SME space in roles like sales, credit and policies has helped her contribute to the start-up eco-system and the family managed business community. She works closely...
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Ep 009 The Service Operations Podcast – Standardisation & Customisation in Service with Varsha Kothawle
In this episode, I am speaking to Varsha Kothawle about standardisation and customisation in Service Operations. They seem conflicting and have a different purpose. We speak about when and how each should be used so they complement each other. Varsha has journeyed through 30 years of Customer...
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Ep 008 The Service Operations Podcast – Service Scaling & Measurement with Sharad Sharma
In this episode we are talking to Sharad Sharma, CEO, Options Infinite Services Pvt Ltd. Sharad has journeyed from sales to managing alternate channels. He has run large scale contact centres, as well as set up one from scratch. Having spent time in GE, Sharad shares insights into how performance...
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Ep 007 The Service Operations Podcast – Consumer in the Digital World with Gunneet Bally
In this episode, I am speaking to Gunneet Singh Bally about Consumer in the Digital World. Gunneet along with other dynamic and experienced bankers is building a digital bank, UBank powered by FECredit and VPBank at Vietnam. Gunneet has spent most of his working life in the business of cards and...
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Ep 006 The Service Operations Podcast – Operations in Service with Nilesh Deshpande
In this episode, I am speaking to Nilesh Deshpande about the importance and role of core operations in Service Nilesh is a passionate operations professional and currently the Chief Operations and Technology Officer at ICICI Home Finance Company. He has spent over 2 decades in various roles in...
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Ep 005 The Service Operations Podcast - User Xperience & Design with Apala Chavan
In this episode, I am speaking to Apala Lahiri Chavan about User Experience and Design. Apala is a passionate UX practitioner and is the Co-founder of Human Factors International APAC, an experience led business transformation company operating across countries. Apala has spent her entire career...
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Ep 004 The Service Operations Podcast – Fraud Prevention with Kalyani Pillay
In this episode, I am speaking to Kalyani Pillay about Fraud Prevention In this episode, I am talking about Fraud Prevention and its relation to the customer with Kalyani Pillay. Kalyani is currently medically boarded due to her fight against cancer. Till January 2020, for 12 years she served as...
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Ep 003 The Service Operations Podcast - Service Culture and Leadership with Gabriella Horak
In this episode, I speak to Gabriela Horak about Service Culture and Leadership. Gabriella, who we call Gabby is from Sydney Australia. She has journeyed for over 20 years through training to Leadership Development across sales, service and team alignment. Gabby is currently working on a…
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Ep 002 The Service Operations Podcast - Escalated Complaints Management with Manasi Mohare
Often we deal with complaints which are all over the place. Some companies call them Serious complaints or Presidential complaints or escalated complaints. The customer here amplifies the issue either with senior management of a company and on social media. It requires something different while...
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Ep 001 The Service Operations Podcast - Preventive legal with Arunoday Ganguly
In this series of The Service Operations podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling . They have practical hands on knowledge and freely share their experience, strategies and the changing...
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Introduction to The Service Operations podcast with Satinder Kaur
Welcome to the Service Operations Podcast. This is a podcast for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk…
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About this show
One thing that impacts service positively more than anything else is high quality Service Operations.Join Satinder Kaur, who has spent over 20 years helping a large organisation manage serve millions of customers, as she talks to leaders who will share their practical knowledge and experiences of Service Management from their unique vantage points. If you are leading or managing a service based business and want to understand the nuances of high quality service operations, spanning over setting up, scaling and reducing service operations costs the show is for you.
Hosted by
satinder kaur
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