KP is a Director in Banking and Capital Markets Advisory practice. He currently leads PwC�s customer complaints management initiative for financial services industry.� KP has developed a customer complaints maturity framework, real-time voice analytics and social analytics solutions and a complaint management solution based on a leading cloud based software provider. He has helped several top FIs implement customer complaints policies, operating models, governance structures, and vendor risk management programs. KP also lead organizer for the PwC's Consumer Complaint Industry Forum that bring together the top FIs together every six months to brainstorm topic of CFPB and consumer complaints.
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Independent and authoritative analysis and perspective for the banking industry