Oct 2022 – Mar 2024 · 1 yr 5 mos

• Provided strategic insights on client sentiments across various business verticals to enhance decision-making.
• Led process remediation initiatives to improve client delivery, accuracy, and timeliness.
• Collaborated with Statestreet Product Teams and Joint Ventures to align on common business goals.

Nov 2020 – Nov 2022 · 2 yrs

• Managed large client relationships and led a dedicated client service team for asset owner clients.
• Implemented an operating model to enhance service responsiveness and client satisfaction.
• Collaborated with global service teams to ensure timely inquiry resolutions for asset owners.
• Focused on talent management, onboarding the right talent and developing existing team members.

Jul 2019 – Oct 2020 · 1 yr 3 mos

• Executed the Footprint Strategy for State Street India by establishing Captive Centres in Hyderabad and Bangalore.
• Led the Global Efficiency Initiative for the Client Delivery Manager Business, enhancing operational effectiveness.
• Managed FTE budgets and oversaw transitions, ensuring compliance and governance throughout the process.
• Optimized real estate capacity through effective desk utilization and shift rationalization strategies.

Jul 2018 – Jun 2019 · 11 mos

Nov 2017 – Jul 2018 · 8 mos

• Led a team of 100 FTEs in the KYC CDD Quality Function as Site Lead for HSBC in Hyderabad.
• Implemented Global Standard Policies for Anti-money Laundering and Sanctions across multiple geographies.
• Acted as a KYC knowledge center, resolving queries related to high-risk profiles and ensuring compliance.

Aug 2015 – Oct 2017 · 2 yrs 2 mos

• Manage migrations from Initiation till BAU for HSBC Global Business & Functions
• Create and drive overall plans for migration, ensuring that project is effectively planned in terms of priorities and deliverables, risk mitigation.
• Maintain strong governance around managing the budget allocated for migrations and ensuring all issues are highlighted in a timely manner to avoid any potential impact on the migration cost & time lines.
• Initiates all Migration pre-work with On-shore Business – Volume estimates, SOPs, SLA info, Training Plan & learning Curve, KPIs, compliance & regulatory , baseline performance details, etc.; to ensure all relevant data is available for migration
• Work jointly with regulatory & financial crime compliance team , ops risk team, contingency & fraud risk teams to assess the risks
• Responsible for the creation and maintenance of project management documents including status reports, project plans & maintain implementation issues & action log throughout the project life cycle.
• Proactively monitor project execution to effectively identify risks/issues /dependencies as they arise in the project lifecycle. Takes ownership of critical issues ensures resolution within agreed timelines
• Keep stake holders informed by providing regular updates to resolve high priority issues affecting the project.
• Provide timely and periodic communication to the Global Migration Team, Global Business Services Head and On-shore Business on project plan progress versus milestones / deliverable s
• Accountable for the successful completion of project deliverables on time, within budget, and according to project specifications.
• Provide consulting support to Onshore Business to help them set up Contingency team for critical processes as per the group contingency guidelines. .
• Collaborate with HR in onboarding the external staff to meet the migration demand and also keep a close eye on the redeployment pool to ensure migration demand are met through internal pool.

Mar 2012 – Jul 2015 · 3 yrs 4 mos

• Managed stakeholder relationships between central, site, and India Bank HR teams, ensuring effective communication and collaboration.
• Published periodic HR CC reports and dashboards, providing insights to stakeholders and generating ad-hoc reports as needed.
• Supported the integration and standardization of HR processes across the contact center, enhancing operational efficiency.

Oct 2007 – Feb 2012 · 4 yrs 4 mos