Geetanjali P Shetty

Head of Retail and Auto Customer Service – June 2025 till date

Head of Card, Auto and Digital Customer service – Feb 2024 till June 2025

• Responsible for the multi-site Retail and Auto service operations (~4500 staff), developing and executing strategies to enhance high quality service delivery and drive a 20% improvement in operational efficiency.
• Strategically manage vendor relationships to leverage their expertise for optimal performance, enhance service delivery, and ensure cost-effective operations within the customer service organization
• Monitor KPIS to exceed SLA, customer experience and Net promoter scores and drive continuous improvement
• Manage strategic relationships with key stakeholders in branches to improve service delivery and customer experience
• Partner with analytics and technology teams to leverage data for continuous improvement by analyzing key volume drivers, enhancing self-service options, reducing bad demand, and exploring agentic AI capabilities to enhance customer experience and improve operating expense.
• Serve as the Lead for Employee Community Engagement in the Tempe market, fostering inclusivity and community involvement
• Lead Back-office modernization efforts by engaging with product groups to ensure timely completion of strategic plans, including the elimination of manual processes through agentic AI. Implement automated solutions to enhance operational efficiency and optimize resource allocation by 25%

Managing Director

Head of Performance Excellence, Customer Experience, Complaint management, and Reporting –Collections

• Lead the support organization for Collections, develop and implement strategies to enhance collections performance and customer satisfaction, making data driven decision to balance the two metrics effectively.
• Manage performance excellence to address performance variability and identify pockets of improvement
• Partner with training teams to provide operational feedback, improving new hire experience and speed to competency
• Oversee analytics and reporting to provide actionable insights and data driven recommendations.
• Foster cross functional collaboration to drive holistic improvements in collections process.

• Responsible for multi-site Collections operations (India, Philippines and Chicago) across four product lines; Cards, Auto, Overdraft and Business Banking.
• Location Leader for Mumbai Consumer Banking Operations.
• Lead the Diversity, Equity and Inclusion agenda for Consumer Banking Operations in India.
• Executive Sponsor for Customer Experience Strategy for all Consumer Operations in India / Philippines
• Lead the Regulatory Operations teams in India and Philippines

• Overall responsible for the operations management and strategic planning for the 1000 plus India and Philippines Collections operations.
• Responsible for creation and management of a highly engaged and motivated team. Work with partners through the network in the US to drive performance and achieve customer, employee, quality and financial objectives.
• Significant improvement in Customer Experience results for the Mumbai center. Customer satisfaction and Net Promoter scores improved by 900 bps and 1200 bps respectively over a period of 12 months.
• Strong traction in employee engagement activities with structured communication and coaching calendars. Employee engagement scores moved up from 80% to 93%.
• Led various initiatives to share best practices with operational centers in the USA, that led to 40% improvement in Customer Experience results in the enterprise

• Manage and lead the HRSD service centre in Mumbai, Bangalore and Hyderabad centers, to deliver against all strategic growth, financial targets, and overall service delivery.
• Metricized the various service delivery operations using the FMEA (Failure Mode Effects Analysis) that helped monitor services levels delivered, in a controlled environment with minimal inherent and residual risk
• Define, build and test resiliency approaches and crisis plans for the centers in India.

• Overall responsible for the operations management and strategic planning for the 560 plus Mumbai Collections organization.
• Strong traction in employee engagement activities with structured communication and coaching calendars. Employee engagement scores moved up from 80% to 93%.
• Created a strong talent pipeline for every level of operations management through training interventions and assignment of mentors.
• Member of the Internal Complaints Committee that addresses employee grievances.
• Part of the Core committee that actively runs the Business Resource Group to develop strategies to gainfully engage with the Gen Y workforce of the firm.

• Led the India Collections Operations for HSBC across Mumbai and Chennai.
• Responsible for setting a clear strategy for the unit vertical which meets the needs of the business and the contact center as a whole.
• Successfully controlled the front end flow rates across product lines. A record improvement of ~ 63% in flow rate performance in a span of 12 months.
• Managing staff turnover rates below industry standards and staff engagement scores of 86% consistently for 2 years.
• Represented India Collections in the Collections & Dialer Management workshop held in Hong Kong in 2010 and 2011 respectively. Represented India Collections in the Collections workshop held in Manila in the year 2009.
• Best Practices from HSBC India acknowledged by HSBC Regional office in Hong Kong and shared with other countries in the Asia Pacific Region.