Professional Overview
Aadnya Borkar serves as an Associate Vice President at RAKBANK, where she specializes in driving customer excellence and delivering customer insights. She is a strategic, results-driven professional with over 14 years of experience primarily focused on Customer Experience (CX) and Quality Assurance within both Business Banking and Retail Banking sectors. Her role involves leadership in enhancing service quality and customer satisfaction throughout the bank’s operations.
Key Responsibilities and Expertise
- Leadership in customer experience management, embedding CX best practices across the bank’s customer interaction points.
- Management of the ISO 9001:2015 Quality Management System certification and recertification, overseeing branches and contact centers to ensure consistent quality assurance standards.
- Execution and delivery of initiatives aimed at improving service objectives bank-wide, demonstrating capacity to align operational processes with customer-centric goals.
- Driving adoption and implementation of automated customer feedback mechanisms, including coordination with external bodies such as the UAE Banks Federation (UBF) and RFI Global.
Professional Achievements and Recognition
- Recipient of 18 internal awards recognizing contributions to service quality, creative problem solving, and the enhancement of customer experience metrics.
- Awards specifically highlight innovative PowerPoint presentation skills that have contributed directly to service quality initiatives.
- Honored with a Gold Award for launching the first automated customer survey in collaboration with UAE Banks Federation and RFI Global.
- Secured a Gold Award for the successful deployment of QR code-based customer feedback mechanisms, reflecting her leadership in digitization of CX processes.
Credentials and Professional Development
- Holds a Master of Business Administration (MBA) from Manipal Academy of Higher Education (MAHE), Dubai, completed between 2007–2009.
- Certified as a Customer Experience Professional (CCXP), recognized as the first Australian-certified Forrester CX-Pro.
- Has served as Chair of the 2019 Chief Customer Officer conference, evidencing thought leadership in the customer experience domain.
- Participant and acknowledged contributor in professional forums such as the Online Customer Experience Masterclass Asia Pacific Region, where she has expressed recognition for actionable CX insights and knowledge sharing.
Professional Network and Influence
- Highly regarded within RAKBANK and the broader regional CX community, with public recognition on LinkedIn by peers and industry leaders emphasizing her leadership in customer experience, company culture, and women’s leadership initiatives.
- Profiles and posts indicate active engagement with professional communities centered on customer experience innovation and leadership.
Additional Notes
- Aadnya’s work focuses on continuous improvement of customer touchpoints via quality assurance frameworks and adoption of emerging technologies in feedback collection.
- Her extensive awards portfolio underlines a consistent track record of creativity and effectiveness in CX initiatives, a critical asset for complex financial institution operations.
- Experience spans both retail and business banking sectors, positioning her as a versatile leader capable of addressing diverse customer segments and operational challenges within RAKBANK.
This detailed profile highlights Aadnya Borkar’s expertise and influence in customer experience and quality assurance at RAKBANK, with a proven record of strategic leadership and recognized innovation in service delivery and customer feedback systems.
