Apr 2021 – Jul 2022 · 1 yr 3 mos

• Developing quality business strategies and plans ensuring their alignment with short term & long term objectives
• Overseeing operations across location to ensure they produce desired results and meet the client expectations
• Build relations with key stakeholders and business partners
• Oversee financial performance and risk profile while ensuring all regulatory obligations are met
• Ensuring key performance metrics are achieved by managing business through SOP & SLAs

Jan 2020 – Mar 2021 · 1 yr 2 mos

• Leading 100+ key banking operations processes for Federal Bank --A leading Bank having 1200+ branches and 8+ million customer base across India.
• Activities include processes related to Trade Finance (Import, Export & Remittances), General Banking Operations, Phone Banking, Debit Card Management, Collections, Payment & Settlements, Know Your Customer (KYC), Account Opening, ATM's, Digital banking, Robotic Process Automation, Software support & Quality Assurance

Aug 2019 – Dec 2019 · 4 mos

May 2009 – Jul 2019 · 10 yrs 2 mos · Al-Riyadh Governorate, Saudi Arabia

• Operations & Technology | Quality & Customer Experience
• Spearheading various functions including quality assurance, customer experience, CRM management and statistics & analysis for corporate & retail banking
• Augmenting customer experience, engagement and advocacy by establishing and implementing bank wide strategies
• Establishing and sustaining cordial relationships with various internal and external stakeholders including Retail Banking, Corporate Banking, Digital Banking, Treasury, Branches, Regulators, IT vendors and Operations
• Working on business analytics and creating framework for conducting business reviews; delivering recommendations for improving customer experience
• Establishing digital interfaces for augmenting customer experience in association with Digital/ IT department
• Developing bank wide Service Excellence Officers & Customer Experience Team for focusing on customer centric operations
• Delivering efficient trainings on Lean Sigma, Customer Service, Quality Assurance, Quality Tools and Analysis
• Driving automation through bot based process and transitioning systems to upgraded versions to achieve efficiency in various operations
• Leading Business Excellence & Continuous Process improvement initiatives Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
• Implementing several process improvement initiatives in form of Automation and Re-Engineering Setting up targets, SOP & SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets Mapping business requirements and coordinating in developing and executing processes in line with preset guidelines

Jan 2008 – Jan 2009 · 1 yr · Mumbai Area, India

• Highlights:
• Successfully restructured the NRI Account Opening Process by eliminating non value add business processes and standardizing the process
• Redesigned & revamped security trading platform (www.icicidirect.com)
• Designed end-to-end the process of mystery shopping at branches Implemented sustainable solutions, in line with the corporate goals & key financial target
• Contributed in creating customer service & quality assurance procedures, standards and specifications Conducted audits, health check and walk-through of processes

Jan 2006 – Jan 2008 · 2 yrs · Mumbai Metropolitan Region

• Implementing quality, and customer-service standards
• Establishing critical limits, monitoring procedures, corrective actions, and verification procedures
• Internal Process Auditor
• Notable Credits:
• Successfully managed 3 Business Line, 20 direct reporting staff and a frontline of over 500 agents
• Awarded the Shining Star Trophy for being the best in the Avon Quality Team
• Successfully completed project on Increasing the Accuracy Scores by reducing Coding Errors from more than 20% to less than 2%
• Successfully completed project to automate evaluation forms which helped in reducing 32 man hours per month and bought down the error rate from 10% to less than 5%

Jan 2002 – Jan 2006 · 4 yrs · Mumbai Metropolitan Region

• Develop collection strategies to minimize collection portfolio loss and share the same across sites
• Compile and interpret statistical information to understand process performance and create action plans to overcome the huddle
• Evaluation & Monitoring
• Notable Credits:
• Collector / Ace Performer - June 2003, Dec 2003 & July 2004

Jan 2002 – Jan 2002 · 0 mo · Mumbai Metropolitan Region

Nov 2000 – Oct 2001 · 11 mos · Mumbai, Maharashtra, India