Mrs. Anita Sudhir Pai, till recently, was a Senior Group President & COO with Yes Bank Ltd. In this role she was responsible for Technology, Digital Banking and Operations – establishing a nimble operations set up backed by best in class technology and digital platforms to deliver superior customer service.
Her career of almost 33 years has been characterized by strategic thinking, focus on innovation, relentless execution and customer service. She has been an integral part of 2 extremely impactful start ups and has contributed to building sustainable technology and scaling up back office operations to enable business growth.
Prior to Yes Bank, Mrs. Pai was with the ICICI Group for 21 years. She was with ICICI Bank Ltd as Senior General Manager and Head – Branch Banking Service, ATM Business and Phone Banking. She was responsible for ensuring the 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 from April 2012 until June 2018, Mrs. Pai was responsible for Global Operations of ICICI Bank including Treasury and Credit mid offices. This was a team of 7500 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.
Mrs. Pai was a founding member of ICICI Prudential Life Insurance Company Limited, and was with them from inception till March 2010. As Executive Vice President, reporting to the CEO&MD, 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 HDFC Limited, and worked in various divisions of the Company. She has also worked for a year with Standard Chartered Bank and then joined the ICICI group in 1998, where she initially set up the credit and operations function for ICICI Home Loans, part of the ICICI Group’s foray into retail banking.
Mrs. Pai has a Master’s of Business Administration degree from Symbiosis Institute of Business Management, Pune.
Mrs. Pai has been part of the Board of ICICI Home Loans Limited as a Director nominated by ICICI Bank.