Anita Pai is a Senior Group President & COO with Yes Bank Ltd. She is responsible for Technology and Operations - establishing a nimble operations set up backed by best in class technology platforms to deliver superior customer service.
Prior to this, Anita was with the ICICI Group for 21 years. She was with ICICI Bank Ltd and as Senior General Manager and Head – Branch Banking Service, ATM Business and Phone Banking, she was responsible for ensuring a right balance between customer self-service in the branches with personal service, driving cross-sell in the branches and improving process effectiveness to ensure audit compliance.
Prior to this role until June 2018, Anita was responsible for Global Operations of ICICI Bank including Treasury and Credit mid offices. This was a team of 7000 employees and included Trade and CMS Operations as well as Retail and Corporate Operations. Earlier she was heading Customer Service at ICICI Bank, including the Phone Banking Channel, Service Quality, Six Sigma Quality, and Innovation.
Anita was a founding member of ICICI Prudential Life Insurance Company Limited, and was with them from inception till March 2010. As Executive Vice President, she was in charge of Customer Service, Operations, Technology and Infrastructure. She had overall responsibility for the entire backbone of the business, including underwriting, claims, operations, technology, customer service including the call centre, and the Six Sigma quality initiative.
She began her career in 1990 with one of India's premier mortgage loan companies and worked in various divisions of the company. She has also worked briefly with a leading foreign bank and then joined the ICICI group, where she initially set up the credit and operations function for ICICI Home Loans.
Anita has a Masters of Business Administration degree from Symbiosis Institute of Business Management, Pune.
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