Rupal Shah

Senior Banking & Digital Transformation Leader with 18+ years of experience across HDFC Bank, Kotak Life Insurance and PropertyPistol Realty Pvt Ltd. in Mumbai, Kolkata and Gujarat. Proven expertise in building and scaling virtual relationship banking models, leading large teams, driving cost optimization, and delivering superior customer experience across digital and retail channels. Strong background in audit, compliance, due diligence, customer experience, client relationship, product and process management, digital communication and stakeholder management.

Returned to the workforce in 2024 in a senior digital leadership role, delivering successful transformation outcomes. Now seeking a long-term leadership opportunity aligned with Customer Experience, Digital Banking, Product-Process Developments, Communication or Strategical Roles.

Deputy Vice President (Head-Digital Engagements) - PropertyPistol Realty Pvt. Ltd.

(2024-08 - 2025-03)

• Led transition of partner engagement from physical to digital platforms, reducing manpower costs by 60% within 6 months
• Built and trained a Digital Relationship Manager team; aligned KRAs to digital-first objectives
• Drove CRM and sales-tool enhancements to eliminate operational bottlenecks and improve tracking
• Increased adoption of mobile apps and digital listings; monitored KPIs for engagement and revenue impact
• Partnered with senior leadership on strategy, forecasts, investor communication, and due diligence processes

Deputy Vice President - HDFC Bank Ltd.

(2004-10 - 2020-09)

Progressive Leadership Roles: Unit Head - Virtual Banking, Product Manager- NRI Services, Branch Head - Retail Banking, Relationship Management and Operations

• Played a key role in establishing and scaling the Virtual Relationship Banking (VRB) model, enabling digital servicing of high-value retail and NRI customers across geographies
• Built, trained, and led a large team of 75+ relationship managers and support staffs, driving performance, productivity, and service excellence
• Owned end-to-end customer experience across virtual and branch-led engagement models, ensuring seamless integration between digital and physical channels
• Successfully resolved 600+ high-risk NRI customer escalations within 4 months, restoring customer trust, improving service metrics, and unlocking incremental business opportunities
• Drove digital adoption initiatives across net banking, mobile banking, and online service platforms, improving turnaround times and customer satisfaction. Proven excellence in Market Intelligence & Competition Benchmarking
• Partnered closely with IT, product, and operations teams to enhance digital workflows, CRM usage, and reporting dashboards
• Led zone-level service quality, audit readiness, and compliance initiatives, consistently achieving 100% audit ratings
• Ensured adherence to RBI guidelines, internal controls, and risk management frameworks across customer servicing and operational processes
• Developed and monitored MIS, productivity metrics, and service KPIs, enabling data-driven decision-making by senior leadership. Excellence in Business MIS and strategical analysis
• Acted as a key stakeholder in process improvement initiatives, reducing errors, rework, and service delays
• Led internal and external customer communications effectively
• Successfully set up and managed a retail bank branch from inception, driving early break-even through focused customer acquisition, relationship management, and operational discipline
• Managed branch operations, sales, service delivery, and regulatory compliance, ensuring consistent performance across all parameters
• Championed experience of client onboarding, client networking, client relationship, client servicing
• Mentored frontline teams on customer engagement, product knowledge, and service recovery best practices

Operations Officer - Kotak Life Insurance Ltd.

(2002-09 - 2004-02)

• Processed new business proposals up to pre-underwriting with zero defects
• Managed premium collections, reconciliations, and customer servicing
• Supported advisor recruitment, licensing, and onboarding processes
• Recognized for accuracy, punctuality, and error-free execution

Diploma - Business Communication

Diploma - Creative Writing

Bachelor - Commerce

Diploma - Commercial Practice

Executive MBA (2026 - 2027)