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Thursday, 05 Nov. 11:30 AM – 1:00 PM


CII organizes knowledge dissemination sessions under its initiative the Industry Insight Series. Under this series, Industry experts hold webinars on key issues and developments affecting businesses and offer insights on how they can be addressed.

The Series has been designed to serve as a digital knowledge and networking platform under which leading businesses are invited to speak on critical issues facing the Industry and illustrate how their organisations are addressing the same. 

COVID19 has a tremendous impact on banking industry not just to service providers but also customers going through a difficult phase.  BFSI has to realign both its short term and long term strategies to mitigate the impact from various stakeholders’ perspectives such as Customer, Regulator, Employee and Society. Some hard choices have to be made to wade through this crisis. It is not about managing the crisis and the speed of attaining stability but also about further transforming to get a competitive edge over others in the new-normal. The current Volatile, Uncertain, Complex and Ambiguous (VUCA) situation necessitates deliberation and viewpoints of multiple experts from the industry.


Join the forum to listen to the world-class practitioners and get clarified on many of your unanswered questions. The discussion will be around :

Key drivers shaping and transforming banking industry in the new normal.

Global perspective around :

     1.   Digital Transformation

     2.   Customer Experience and Operations, Analytics, Sales & Marketing



Dr. Kalyan Krishnamoorthy – ex Vice President, Business Excellence & GSSC, Standard Chartered Bank


Industry thought leaders:


Mr. Abdul Aziz Ali Awadh Saar – Head Customer Experience & Change Management, Bank Dhofar

20+ years of experience in Customer Service, Operations, Sales, Marketing and Distribution. He has led many pioneering initiatives in banks’ Transformation journey with the systemic view of People, Process & Technology.


Mr. Nalin Jain – Chief Customer Officer & Head of Operations, Godrej Housing Finance

20+ years’ experience in the Retail Banking Industry where he has led large scale transformations and scaled up businesses, products from the ground up for both retail assets and liabilities.


Mr. Naozer Dalal – Chief Operating Officer, Conneqt

30+ years’ experience in the Banking and BPO industry where he applied his executive leadership strength in verticalized Service Delivery structure in both Indian & International markets. Naozer served as CEO for e-Nxt Financials, Executive Director at Prudential Process Management Services & COO at Standard Chartered Bank.


Mr. Thompson P Gnanam – Chief Digital Business Officer, Conneqt

27+ years’ experience in Digital Transformation, sales, marketing, P&L and outsourcing management. Global experience in enabling clients through transformation-led consulting methodologies to drive business efficiencies through SSC transformations. Co-authored the HP GBS BPO Operating model.

Webinar/Workshop organized by: CII

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