At phone banking he is responsible for customer experience through multiple channels and for multiple business groups across geographies. The channels include inbound and outbound voice, Emails, Chat, Correspondence and Video. The geographies include domestic and NRI. The businesses include ICICI Bank India, UK, Canada, Singapore and ICICI Securities.
Under his leadership, the call center has been transformed into Context center through extensive deployment of technologies like Unified Contact Center Solution, Voice Biometrics, Interaction analytics, Video Banking, Big Data, predictive analytics and others.
The context center has been changed from a cost center to a business center by taking a holistic view of the customer and business.
Prior to the current role he has done various roles in the bank such as Head of Collection strategy, Head of Marketing Credit Cards, Credit and Sales for Credit cards
Prior to joining ICICI Bank, Govindan has worked with Asian Paints, India’s largest paint company for over a dozen years.
Govindan has a degree in Chemistry followed by his Master in Business Administration. He is married to Ms. Priyadarsini a Chartered Accountant. They are blessed with a daughter and a son.