Nikhil Bajpai

Background

About Nikhil Bajpai

Customers don’t remember policies — they remember how you made them feel. That’s where I come in.I’m a Retail Banking Operations & Customer Experience leader with 14+ years of experience driving service quality, compliance, and operational excellence across multi-branch networks. I currently lead Service Quality at Bandhan Bank Ltd, where I focus on improving NPS, First-Time-Right outcomes, and end-to-end customer journeys while strengthening risk and compliance frameworks.Over the years, I’ve built a strong track record across Axis Bank Ltd, ICICI Bank Ltd, and Bandhan Bank—spanning branch operations, AML/KYC compliance, internal audits, and service transformation. I’ve led regional audits, closed critical compliance gaps, reduced repeat customer visits through process improvements, and handled regulatory and whistleblower investigations. My work blends operational control with a deep understanding of customer behaviour—ensuring we don’t just meet guidelines, but build trust.Now, I’m looking to step into larger leadership roles where I can scale customer experience transformation, strengthen governance, and build high-performing service cultures across regions or business units. If you’re building a customer-first, compliance-strong banking ecosystem—I’d love to connect and contribute.