Leading South Asia Operation for TTS covering various products viz. Payments & Receivables, Liquidity Management, Trade Finance, Core Trade, Cheque Clearing etc., involving a team of ~1900 people across the bank and contractual service providers.

•Led South Asia Operations for Bank & NBFC Treasury (FX, Fixed Income, Derivatives), Institutional Broking (CGM), Corporate Credit & Lending. •Responsible for strategy, talent, transformation, design thinking, automation, product/service delivery, regulatory engagement, compliance, risk & control.•Led strategic Initiatives - re-designed organization structure, on-boarded strong vendor partner, process re-design, automation, enhanced control frame-work.

•Led a team of 1000 people across voice (phone), e-mail, e-chat & social medial channels for the entire retail business in India (credit cards, bank account, payments, loans etc.).•Responsible for managing client service, sales, expense, strategy, transformation, risk & control, regulatory compliance, talent development.•Transformed client complaint handling with 50% reduction in complaints, 70% reduction in agent error, instant escalation handling up from 60% to 95%, 40% improvement in… Show more •Led a team of 1000 people across voice (phone), e-mail, e-chat & social medial channels for the entire retail business in India (credit cards, bank account, payments, loans etc.).•Responsible for managing client service, sales, expense, strategy, transformation, risk & control, regulatory compliance, talent development.•Transformed client complaint handling with 50% reduction in complaints, 70% reduction in agent error, instant escalation handling up from 60% to 95%, 40% improvement in e-mail response TAT.•Implemented new client service model & various client experience initiatives, with 100% increase in client appreciation e-mails, 10 % increase in Net Promoter Score.•Implemented voice biometric for seamless authentication using client voice on phone banking channel.•25% reduction in client calls/e-mails with 25% HC saves & resultant expense saves by capturing & solving client pain points (30 journeys simplified), data analytics, proactive service, digital drive.•Led various transformation initiatives to improve sales efficiency and migrate sales to digital channels. •CitiPhone India selected as Finalist in the BTOEs cross-industry global award organized in US in 2019, in recognition of the customer experience transformation initiatives. Show less

•Responsible for Custody, Funds & Issuer Operations for South Asia, with a team of 250 people & ~35% markets share of institutional business.•Carried out large transformation projects covering process changes, vendor change, org structure, automation with ~90% reduction in operational errors and client complaints.•Achieved out-performer rating in Global Custodian client survey. Rated as best sub-custodian by key clients - ML, Morgan Stanley, Credit Suisse, BBH, NT.•Led seamless… Show more •Responsible for Custody, Funds & Issuer Operations for South Asia, with a team of 250 people & ~35% markets share of institutional business.•Carried out large transformation projects covering process changes, vendor change, org structure, automation with ~90% reduction in operational errors and client complaints.•Achieved out-performer rating in Global Custodian client survey. Rated as best sub-custodian by key clients - ML, Morgan Stanley, Credit Suisse, BBH, NT.•Led seamless transition of large custody client mandates with $30Bn of assets.•Delivered 15% annual expense saves & supported 50% AUC growth via productivity saves. Show less

•Led the cluster TTS Operations (Payments, Trade, Cheque Clearing) covering 40% of India volumes; and retail branch operations & service, with ~ 200 people.•Achieved annual cost saves of ~ $500 M through cash vendor negotiation & process re-engineering.•Pioneered new Retail Branch Banking Service model, thus significantly enhancing the client experience.•Implemented Mutual Fund Cash Paradise unit for specialized payment processing and enhanced TAT.•Ensured seamless… Show more •Led the cluster TTS Operations (Payments, Trade, Cheque Clearing) covering 40% of India volumes; and retail branch operations & service, with ~ 200 people.•Achieved annual cost saves of ~ $500 M through cash vendor negotiation & process re-engineering.•Pioneered new Retail Branch Banking Service model, thus significantly enhancing the client experience.•Implemented Mutual Fund Cash Paradise unit for specialized payment processing and enhanced TAT.•Ensured seamless implementation of two Global Systems for Mumbai Trade and Clearing Operations. Show less

•Led client services and onboarding for Custody & Funds Business in India, covering institutional clients.•Designed new mid-office product offering to mutual funds & partnered in new custody PMS offering.•Revamped the service model. Achieved 33% query reduction through process re-design.

Led Client services unit covering Domestic Clients across Custody, Fund Accounting and Issuer Services Products.

Head - TTS (Trade, Cash and Clearing) operations for Ludhiana and Jalandhar Branch. Responsible for Payments, Clearing, Cash, Trade operations. Worked on setting-up a new Branch at Jalandhar.

•Conducting various audits (viz. Statutory/Internal, Tax, US GAAP) & due diligence.•Carried out 3 months assignment in US for US GAAP Audit & Due Diligence.

Worked as Trainee with E&Y while pursuing post graduate Chartered Accountancy curriculum. Recognized with the Best Articled Trainee award.