EVP & Head - Retail Operations & Service
Axis Bank
With over 25 years of rich experience in Banking & Finance, Manufacturing and Service Industry, Ratan Kesh, now heads the Retail Operations spanning across Liabilities, Assets, Cards, Branch Operations, Digital Operations, Clearing Settlement and Recon, Bharat Banking Operations, Contact Centre and Service Recovery at Axis Bank. He is responsible for defining strategies for high-performance operations backed by greater resilience, predictability and a culture of continuous improvement. He leads the day-to-day navigation of efficient operations, driving process and service transformation while keeping pace with the digital revolution through process reengineering backed by Intelligent Automation. He joined Axis Bank in April 2019 and was responsible for creating the Process Transformation and Customer Experience (PTCE) framework in the bank and led multiple high impact projects and initiatives across the bank before moving to Retail Operations in July 2020.
Prior to joining Axis Bank, he was the Group President - Operations Risk Management and Chief Experience Officer at Yes Bank wherein he was responsible for creating a robust architecture for consistent and superior Customer Experience across channels and ensure effective Operational risk management for the entire Bank.
Prior to this he has handled various roles in HDFC Bank Ltd. in Customer Service, Service Quality and Product Management. He was responsible for creating the entire Service Quality and Quality Initiatives Framework in the bank. His last assignment at HDFC Bank was SVP and Head of Premier Banking, Current Account, Trade Forex and Bill Pay Product.
He also served ICICI Bank Ltd. as Chief Manager and Domain Lead for Lean Six Sigma and Business Process Management as part of the Organisation Transformation Group.
Prior to venturing into Banking domain, he has worked in multiple reputed organisations in Aditya Birla Group and RPG Group in India and Abroad in various roles in Design Dept, Project Management, Balanced Scorecard, Quality Assurance, Organisation-wide Transformation Programs and Technical Services.
Ratan is BE Mechanical from NIT, Durgapur (Formerly R.EC. Durgapur) and PGDBM from NMIMS, Mumbai and has completed Lean Six Sigma Black Belt and Master Black Belt. He is a certified Quality Engineer from Quality Council of Indiana, USA.
He was recognized as one of the 50 most talented Quality Professionals in India by the World Quality Congress and India's top 25 Emerging Tech Leaders by BIOCON Network in collaboration with Ministry of Electronics and Information Technology (MeitY), Govt of India.
