Ep 012 The Service Operations Podcast – Demand Management with R Muralidharan

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The Service Operations Podcast

satinder kaur

31 episodes

1 day ago

One thing that impacts service positively more than anything else is high quality Service Operations. Join Satinder Kaur, who has spent over 20 years helping a large organisation manage serve millions of customers, as she talks to leaders who will share their practical knowledge and experiences of Service Management from their unique vantage points. If you are leading or managing a service based business and want to understand the nuances of high quality service operations, spanning over setting up, scaling and reducing service operations costs the show is for you.

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Business

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Management

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Ep 012 The Service Operations Podcast – Demand Management with R Muralidharan

The Service Operations Podcast

44 minutes 12 seconds

3 years ago

Ep 012 The Service Operations Podcast – Demand Management with R Muralidharan

In this episode, I am speaking to R Muralidharan (Murali) around Demand Management.

In this podcast, Murali shares his perspectives on building repeatable, sustainable and replicable models in service strategy and his pet theory of why it makes sense to approach the service strategy by deeply understanding the demand side and asking yourself all the time, what is the impact of this decision on the customer in whatever you do.

Murali has over 33 years of experience in the Banking Financial Services and Insurance Sector. Over the last decade, he has held CEO/COO / Top Leadership positions across institutions such as ICICI Bank, Dhanlaxmi Bank and L&T Financial Services. He currently works with Leadership Centre and is a Director on the Board of Utkarsh Small Finance Bank and PGIM Mutual Fund.

Through his career, Murali has been a part of Strategic and Leadership committees and has held Board Positions in the business and not for profit organizations. He has led several transformational industry first projects that sit at the cross section of Business, Technology and Operations at the core of which was customer service experience. His passion for customer experience led him to becoming the Vice-Chair of Customer Service Excellent Foundation.

Link to the video podcast: https://youtu.be/IqbiEF25EnU

Thank you for joining us in this conversation

Murali: https://www.linkedin.com/in/muralidharan-rajamani-7282729/

Satinder Kaur : linkedin.com/in/satinderkaurs

About 'The Service Operations Podcast'

This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease.

Here's the link to the free MasterClass on 'How to reduce complaints, FAST' https://satinderkaur.com/go/