Headline

Banking Analytics Professional | Decision Science | Risk Analytics | Customer Behaviour Modelling| AI/ML | AVP @Axis Bank

About

Banking analytics and decision science professional with 8+ years of experience leveraging data to solve business problems across risk management, customer analytics, and operational excellence. My experience spans predictive modelling, early warning systems, anomaly detection, NLP-driven analytics, and customer intelligence initiatives within the banking sector. Over the years, I have worked on building solutions that help organizations identify emerging risks, understand customer behaviour, improve customer experience, and drive data-backed decision-making. At Axis Bank, I have developed analytics solutions across large-scale banking datasets, including salary-based early warning frameworks, customer propensity models, anomaly detection frameworks, and NLP-based customer feedback analytics using LDA and LLM-assisted approaches. More recently, I have been driving customer experience and AI adoption initiatives as part of the Customer Experience team. Prior to Axis Bank, I worked with HSBC, supporting commercial banking analytics, automation initiatives, portfolio management, and product launch programs. My analytics journey began at Mu Sigma, where I worked on machine learning and video analytics use cases focused on customer behaviour and operational insights. I am particularly interested in the intersection of banking, risk analytics, decision science, and AI, and enjoy solving complex business problems through a combination of analytical thinking, technology, and stakeholder collaboration. Core Areas: Risk Analytics | Decision Science | Customer Analytics | Predictive Modelling | NLP & AI | Early Warning Systems | Banking Analytics

Location

Mumbai

Work experience

Assistant Vice President at Axis Bank, Mar 2026 - Present · 5 mos, India, - Contributed to the enhancement of the bank's internal mystery shopping program, incorporating customer experience and operational monitoring perspectives alongside compliance assessments to identify service, process, and branch-level improvement opportunities. - Analysed adoption patterns of the bank's internal AI assistant and workflow platform, identifying opportunities for targeted interventions, training, and feedback mechanisms to improve tool utilisation and customer servicing effectiveness. - Conducted root-cause analysis of sampled current account service interactions drawn from ~25K monthly calls and requests, identifying recurring customer pain points and driving process, system, and AI-enabled improvement initiatives.

Senior Manager at Axis Bank, Jul 2022 - Feb 2026 · 3 yrs 8 mos, Mumbai, - Developed salary-based early warning framework across ~10K employer cohorts to identify emerging delinquency risk and enable proactive portfolio monitoring. - Built complaint propensity model leveraging ~60 lakh monthly customer interactions to identify customers at risk of escalation and support targeted intervention strategies. - Designed NPS prediction framework across ~4 lakh monthly survey responses to identify potential detractors and enable focused customer experience improvements. - Implemented an NLP-driven text analytics solution on 100K+ customer feedback records using LDA and LLaMA 2 to uncover emerging themes, customer pain points, and actionable insights. - Developed anomaly detection frameworks using transaction and behavioural data to identify unusual patterns, potential fraud indicators, and operational risk signals. - Led delivery of enterprise onboarding analytics dashboards covering 13 products and 24 customer journeys, enabling leadership visibility into turnaround times and process bottlenecks.

Assistant Manager at HSBC, May 2019 - Jun 2022 · 3 yrs 2 mos, Mumbai, - Partnered with business and analytics teams to translate performance metrics into actionable insights, supporting data-driven decision making across commercial banking portfolios. - Developed analytical frameworks and reporting solutions to monitor key business metrics, improving visibility into portfolio performance and operational effectiveness. - Led automation initiatives across recurring analytical and operational processes, improving efficiency by ~90% and enabling faster delivery of business insights. - Supported the launch of a supply-chain-focused banking solution during the COVID-19 pandemic, helping address evolving client financing and working capital requirements. - Contributed to growth of ~INR 500 Cr in assets through analytics-supported onboarding, pipeline monitoring, and end-to-end sales process management.

Trainee Decision Scientist at Mu Sigma Inc., Sep 2015 - Oct 2016 · 1 yr 2 mos, Bangalore, - Analyzed video-based customer behaviour patterns to identify drivers of extended wait times and service bottlenecks, enabling data-driven process improvement recommendations. - Developed and implemented machine learning models in Python to improve customer detection accuracy from ~40% to ~70%, enhancing the reliability of video-based analytics solutions.

Education

Master of Business Administration - MBA, Marketing, Management Development Institute, Gurgaon

Bachelor of Technology(BTech), Computer Engineering, National Institute of Technology Surat