Swati Bhalla

Head – Digital Transformation – Customer Experience
My journey with IDFC FIRST Bank started over 12 years ago when I was recruited  directly by our CHRO, Adrian Andrade into the erstwhile Capital First while pursuing  my  MBA from Dayalbagh  Educational Institute.

Real stories, Real impact ⚡

Swati Bhalla - Head – Digital Transformation – Customer Experience
Lorem Ipsum

Title - text dark

Receive up-to-the-minute job openings tailored just for you
Join us
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.
I embarked on my professional journey with IDFC FIRST Bank over 12 years back, when I was recruited by our CHRO Adrian Andrade, into the erstwhile Capital First, while pursuing my MBA. As the first Management Trainee recruited for the bank, I joined the Risk & Policy team, where I played a pivotal role in creating the consumer durable scorecards and streamlining the onboarding journey onto the platform.

Most of my tenure at the bank has been with the Digital Solutions team, where we began as a modest team of five members, working towards digitizing a single journey for our customers. We further expanded to a robust team size, having digitized a significant number of onboarding journeys. This experience has been truly enriching, leading to exponential growth in my career journey.

Lorem Ipsum

Lorem ipsum dolor sit amet consectetur adipisicing elit. Inventore assumenda asperiores distinctio est perferendis esse animi maiores dolor numquam nihil sint, et quae nobis harum consequuntur! Assumenda facere magnam nostrum?
Lorem ipsum dolor sit amet consectetur adipisicing elit

Lorem Ipsum

Currently, I head Digital Transformation as part of the Customer Experience team. This new role for me has been challenging, yet exciting and rewarding. Our philosophy is to revamp and rethink customer experience through three main tracks: enhancing service platforms to reduce customer calls, resolving issues in a single conversation, and analyzing and adopting these journeys to ensure they are as effective as possible. The bank has been a pillar of support for all the employees including me, helping build skills and staying updated with the new-age trends, by providing access to various learning and leadership programs.

One of the projects that stand out in my years at IDFC FIRST Bank, was a key migration activity in 2018, where we had to overhaul multiple onboarding journeys and migrate them to a new platform. The project was critical, and my team and I ensured a successful launch within tight deadlines, with remarkable resilience. Looking back, it was a testament to our dedication and a milestone for my team and my own individual professional growth.
Learn more
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

"Despite the transition from Capital First to IDFC FIRST Bank, I think the culture and the way of operating has always been very similar to a startup."

Swati Bhalla - Head – Digital Transformation – Customer Experience
Visit Our FAQ Page
Innovation is at the core of the bank, not just within my team, but across the entire organization. An example of our innovative ways of working, is when we revamped the hiring model for our team by introducing a case study competition FAME (First Among Equals).

Lorem Ipsum

Lorem ipsum dolor sit amet consectetur adipisicing elit. Inventore assumenda asperiores distinctio est perferendis esse animi maiores dolor numquam nihil sint, et quae nobis harum consequuntur! Assumenda facere magnam nostrum?
Lorem ipsum dolor sit amet consectetur adipisicing elit

Lorem Ipsum

If you have a great Idea, even if it impacts a different area of the Bank, it's welcomed and nurtured.
Learn more
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.
This competition was a novel initiative, which has now become a benchmark for hiring top-tier Management Trainees (MTs) for the bank. We've also implemented a comprehensive induction program for MTs, exposing them to various departments, working on solving real-world problems. I am proud to state that this approach has been significant in improving our MT’s project delivery and leadership skills.

Lorem Ipsum

Lorem ipsum dolor sit amet consectetur adipisicing elit. Inventore assumenda asperiores distinctio est perferendis esse animi maiores dolor numquam nihil sint, et quae nobis harum consequuntur! Assumenda facere magnam nostrum?
Lorem ipsum dolor sit amet consectetur adipisicing elit

Lorem Ipsum

The dynamic and start-up like culture of the bank keeps me motivated, with each day bringing new challenges and opportunities to streamline processes. The autonomy to choose and solve problems, coupled with the supportive environment and guidance from mentors and leadership, is incredibly motivating.

The bank's ethos, encapsulated in the seal - Ethical, Digital, Social Good - is a testament to the leadership's commitment to customer experience and service. An instance that highlights this is when a process that unfairly charged customers was immediately halted, prioritizing customer experience over revenue. Digital solutions are my forte, and I've seen firsthand how they can revolutionize customer experience

Looking ahead, I aim to enhance onboarding journeys for our new employees creating a seamless experience while joining the bank, I envision a future where every employee has a clear growth path, supported by digital tools and the bank's learning ecosystem. I am excited for what lies ahead and committed to contributing to the bank's growth and success.
Learn more
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

Lorem Ipsum

Lorem ipsum dolor sit amet consectetur adipisicing elit. Inventore assumenda asperiores distinctio est perferendis esse animi maiores dolor numquam nihil sint, et quae nobis harum consequuntur! Assumenda facere magnam nostrum?
Lorem ipsum dolor sit amet consectetur adipisicing elit

Lorem Ipsum

You're joining the Bank and not just the team. You can explore opportunities in any function or domain, and the Bank will help you upskill.
Learn more
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.

The Promise We Make: Our Employee Value Proposition

Getting hired is more than hitting the “Apply” button. We break down our process into three parts: Get to Know Us, Talk With Us, and Join Us. Understand these steps and you’ll be part of our family before you know it.
lorem ipsum

Organisation Purpose and Values

Find your purpose and drive impact!
lorem ipsum

Growth
 

Grow as we grow!
lorem ipsum

Cutting Edge Technology

Code your career with cutting edge technology!
lorem ipsum

Culture
 

Experience a culture that brings out the best in you!
lorem ipsum

Quality of Leadership
 

Learn from the best to become the best
A sense of mutual respect and mindfulness permeates our culture-in fact, it’s the key to our success.
Be a part of building a world-class bank

Join our community of customer-friendly bankers and get tailored job alerts.
Join us