Bhupen Dukhande

Customer Experience & Digital Transformation professional with 10+ years across BFSI, Insurance, Mutual Funds, and NBFCs, driving digital customer journeys, process excellence, customer-centric business transformation and customer experience.

Senior Manager - Customer Experience at 1 Finance P2P Pvt Ltd. (2025-09 – Present)

• Owned end-to-end customer experience strategy, driving CRM transformation, customer lifecycle management, AI-powered automation, and omnichannel engagement to enhance digital customer journeys.
• Partnered with Product, Technology, and Business teams to translate customer insights into scalable digital solutions, optimize processes, and improve key CX metrics (CSAT, NPS, TAT, digital adoption).
• Led customer operations across onboarding, servicing, and grievance management, delivering operational excellence through process optimization, automation, and continuous improvement initiatives.
• Designed and implemented automated customer communication journeys across WhatsApp, SMS, Email, and in-app channels, improving engagement and operational efficiency.
• Collaborated with cross-functional stakeholders to execute strategic digital transformation initiatives that enhanced customer experience, streamlined operations, and supported business growth.

Manager - Customer Service at Shriram Finance Ltd. (2024-11 – 2025-08)

• Led a 3-member team and outsourced BPO operations, overseeing customer queries, service requests, complaints and escalated grievances while ensuring timely resolution and adherence to service standards.
• Managed executive, PMO, CPGRAMS, other regulatory, and leadership escalations, collaborating with cross-functional stakeholders to drive root cause analysis, governance, and customer-centric resolutions.
• Directed CRM enhancements and process transformation initiatives, optimizing customer journeys, improving user experience, and enhancing operational efficiency.
• Spearheaded workflow automation and continuous improvement initiatives, reducing manual effort, strengthening service delivery, and improving team productivity.

Deputy Project Manager at Bajaj Allianz Life Insurance (2022-07 – 2023-11)

• Identified process gaps through customer insights and RCA, translating business requirements into scalable process and product enhancements.
• Collaborated with Product, Technology, and Operations teams to deliver automation and transformation initiatives, ensuring on-time execution and operational excellence.
• Delivered continuous improvement programs that streamlined customer journeys, reduced complexity and operational costs, and enhanced customer experience.

Deputy Manager at Aditya Birla Capital Life Insurance (2019-09 – 2021-05)

• Led a 23-member team supporting NRI and HNI customers, managing executive, regulatory, and banking escalations while ensuring SLA compliance and superior customer experience.
• Drove customer experience transformation through complaint analytics, root cause analysis, process optimization, and cross-functional collaboration, reducing complaints and improving operational performance.
• Managed operational governance, workforce performance, MIS dashboards, compliance, and KPI reporting to enable data-driven decision-making and continuous business improvement.

Assistant Manager at Aditya Birla Capital Shared Services (2017-12 – 2019-09)

• Established end-to-end social media customer support and escalation governance across multiple brands, standardizing complaint and service request management.
• Collaborated with senior leadership and cross-functional teams to design customer communication frameworks, improve response quality, and enhance digital customer experience.
• Led outsourced partner governance, performance management, and MIS reporting, driving operational efficiency and timely resolution of customer issues.

Team Leader at Aditya Birla MyUniverse Ltd. (2015-09 – 2017-12)

• Managed customer escalations and mutual fund operations, ensuring timely resolution across executive, regulatory, social media, and customer channels while meeting SLAs.
• Enhanced escalation governance through process automation, RCA, and continuous improvement initiatives, improving operational efficiency and customer experience.
• Collaborated with Product, Operations, and Business teams to drive CX initiatives, process enhancements, and long-term digital transformation solutions.

Executive at Aditya Birla MyUniverse Ltd. (2014-01 – 2015-09)

• Established and scaled the complaints management function, strengthening escalation governance, MIS reporting, and continuous improvement initiatives.
• Managed executive escalations with direct reporting to the Head of Customer Service & Operations and CEO, ensuring timely resolution, actionable insights, and process improvements.

Intern at Aditya Birla MyUniverse Ltd. (2013-01 – 2014-12)

• Managed queries, complaints, and requests received through calls, chats and emails.
• Simultaneously pursued and completed a Post Graduate Diploma in Finance.

Masters in Management Studies in Marketing – Welingkar Institute of Mgmt. Development & Research (2022)

Post Graduate Diploma in Finance – WLCI Institute of Management Studies (2014)

Bachelor of Science in IT (Information Technology) – Vidyalankar School of Information Technology (2013)

Higher Secondary Certificate – MD College, Maharashtra Board (2010)

Secondary School Certificate – Holy Cross High School, Maharashtra Board (2008)