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Experienced Banking and Insurance Professional

Profile Summary

A result oriented professional with 17 years of rich experience in operations strategy and change execution in internationally focused organizations. I have extensive exposure and proven leadership experience in managing large, high performance teams in multiple functional areas within the Banking, Financial Services and Insurance.

I am seeking assignments in business operations and change management in an organization of repute to further my experience and skills and contribute to overall business growth.

Work experience

Mar 2013Present

Associate Vice President - Wholesale Lending Operations

Barclays Global Service Center (BGSC)

Lead Wholesale Lending Operations teams within Corporate and Investment Banking business segment across a wide array of Credit Products and Services.

Manage multi-city large team, working in partnership with Business Product Support Group, Project Steering Group, Operations Teams, Service Management, Operations Risk, Business Management, Compliance, Legal and Risk, Solicitors and Valuers.

Key accomplishments in this role:

  • Currently leading "Lending Hub" implementation in Wholesale Lending to deliver process design changes allowing process efficiencies, reduced hand offs and risk mitigation. (All toll gates successfully met so far)
  • Led, supported and delivered efficiency saves in excess of circa £400,000 towards cost to achieve targets
  • Led and delivered significant process design changes to deliver "Cycle Time" benefits for improving overall time to market, improved risk and control metrics and cost reduction
  • Led and executed “Business Continuity Resiliency Project” for Wealth Credit operations to create business resiliency team in Noida with timely closure of all toll gates
  • Worked in close coordination with the Capacity planning, Change and Business Continuity, transitions and finance teams to effect critical changes timely
  • Actively led "Colleague" and "Citizenship" agenda for business with significant contributions by my teams
  • Delivered highest employee satisfaction scores year-on-year for my teams with lowest attrition rates
  • Received Personal & Corporate Banking Global (Platinum) anniversary award for demonstration of Values, Service and Excellence. One amongst 96 awardees globally.
  • Received “Great Leader” recognition by Barclays Chief Operations & Technology Officer. One amongst top 6 recognized leaders across the bank globally.
  • Promoted to "Associate VP" from "Assistant VP" in November 2015
Aug 2012Mar 2013

Service Delivery Manager

Tata Consultancy Services

Operations responsibility for Property & Casualty Insurance underwriting processes for a large financial services corporation which is based out of United States of America. My role was to lead teams based in Chennai (India) & Guadalajara (Mexico) and ensure seamless business process services for the client. (Approx. team size – 250 FTEs)

Mar 2012Aug 2012

Operations Manager

Wipro Ltd.

Led Loan Processing operations for Syndicated Loans processes for our client Citibank N.A. Key responsibilities included but not limited to metrics and service levels management, stakeholder engagement, participation in various business initiatives and imperatives etc. (Approx. team size – 50 FTEs)

Dec 2006Mar 2012

Assistant Manager & Team Leader

Bank of America Continuum India (BACI)

Led teams in two different business verticals viz. Consumer Lending (Home Loans) and Wholesale Banking within Global Delivery Center of Excellence (GDCE). Key accomplishments include:

Wholesale Banking

  • Led and setup Business Banking Credit functions in Gurugram and setup team of ~ 55 FTEs. All toll gates/key milestones were achieved timely
  • “Zero” attrition in the business consistently for 3 consecutive years
  • Ran a critical project for business for Lines of credit (LoC) approved via  Performance Based Underwriting by prioritizing such renewals and reducing the turn-around time by less than half.

As part of my role expansion in 2010, managed 4 additional teams (~70 FTEs) across two locations:

  • Learning Center: Responsible for product & process training for Treasury & Credit teams and IT vendors based Onshore & Offshore
  • Treasury Research: Research into Treasury products and Customer Profiling, Documentation
  • Escalations Management Team: Review customer feedback and escalations for identifying gaps in service provided
  • Client Access: Team sets up customer access of Treasury Services & Products

Consumer Lending

Led operations and training teams across 2 sites and supported business ramp-up to headcount of ~ 350 for different functions

  • Conducted process mapping exercises during BACI and Countrywide Financial merger for a seamless amalgamation between businesses
  • Led & participated in six sigma lean drive that resulted in significant reduction of Non-Value added activities leading to reduction of overall processing time on Mortgage Documents
Mar 2006Dec 2006

Team Leader Operations

WNS – Aviva (Ntrance Customer Services Pvt. Ltd.)

A BoT (Build-Operate-Transfer) organization operated by WNS Services. I worked in motor insurance claims process where my role involved managing teams involved in claim recoveries for non-fault accidents for our customers from third parties and/or their insurance companies.

Key accomplishments in the role included ISO initialization and implementation in the process.

May 2004Feb 2006

Team Leader & SME

Accenture Services Pvt Ltd.

As part of Property & Casualty insurance business vertical, I successfully transitioned and managed motor & home insurance claims business from client site in the U.K. to India Delivery Center. The process involved settling Motor, Home & Personal Injury Claims for customers and recovering cost of such claims third parties and/or their insurance companies.

Jun 2003May 2004

Process Associate

Royal Bank of Scotland (Churchill Insurance)

Worked in Home, Motor & Travel Insurance claims process. Role involved processing claims for our customers post appropriate due-diligence and underwriting of such claims for genuineness.

May 2001Jun 2003

Process Associate

GE Capital International Services (Now GENPACT)

This role involved working in a life Insurance case writing/preparation process that aimed at pre-underwriting review of life insurance applications and updating the systems with critical information to help speed up process for underwriter to either issue or a decline policy.

Education

Apr 2012Apr 2013

Executive Program in Global Business Management

Indian Institute of Management

IIM Calcutta (Kolkatta) has been at the forefront of executive education for the last five decades and has been widely acclaimed for the various innovative and customized programs it has introduced over the years based on its state of the art teaching, research and consulting. The 1-year Executive Program in Global Business Management equips managers with applicable knowledge and skills to navigate their organizations through an ever-changing and dynamic global business environment.

Jul 1998Apr 2001

B.A. Hospitality Management

Robert Gordon University

This is a course that combines both the academic and specialist aspects of hospitality management. Some of the subjects that were focus of this course (however not limited to) were Marketing, Professional Communication Skills, Service  Management, Hotel Operations, Organizational Behaviour etc.

Training(s)  Attended

  • Workshop on Design Thinking
  • Anti-Money Laundering & Information Protection and Privacy
  • Situational Leadership – I & II
  • Interviewing Skills
  • 7 Habits of Highly Effective People
  • Six Sigma Basics
  • Information Protection & Business Continuity

Certifications

20182018

Enrolled - Certified Anti-Money Laundering Specialist (CAMS)

Association of Certified Anti-Money Laundering Specialists

The Certified Anti-Money Laundering Specialist (CAMS) credential is the gold standard in AML certifications and recognized internationally by financial institutions, governments and regulators as a serious commitment to protecting the financial system against money laundering.

Feb 2011Feb 2011

Project Management Essentials

Project Management Institute

Project Management basics course attended at Bank of America Continuum India

Volunteer experience

  • Active member of India Citizenship committee to drive community service agenda for the BGSC
  • Organized Volunteer activities from my team for Youth Employment Programs
  • Raised funds to cater for stationery and books required for orphaned "children/young adults"

Personal Dossier

  • Nationality: Indian
  • Passport: Hold valid passport
  • Marital Status: Married
  • Children: 1 Daughter