Avinash Punjabi

Avinash Punjabi is Vice President – Retail Asset Operations & Digital Initiatives at IDFC FIRST Bank, a position he has held since August 2022. In this role, he is responsible for designing, implementing, and executing actions to ensure customers receive high-quality service and effective resolution. He sets up and manages high-performing teams to support the retail banking business and customer experience strategy, and collaborates with cross-functional teams to gather requirements for digital transformation and promote new digital capabilities. He works with the IT digital transformation team to monitor performance and identify efficiency improvements. He also defines resolution levels, escalation processes, response times, and workflow for problem resolution, and ensures staff training on the bank's products, services, and problem-tracking processes.

Prior to IDFC FIRST Bank, Punjabi served as Assistant General Manager at Vodafone Idea Limited from October 2019 to August 2022, where he managed pan-India back-office customer service operations for the enterprise business, overseeing 500 staff across multiple sites. His career spans more than 20 years in banking operations and customer experience, with prior experience also at Jio. His total experience is stated as 23 years. He is based in the Mumbai–Thane area of Maharashtra, India.