Senior Manager-COO with Bank of America (BACCI) with overall 16+ years of experience in Operational Excellence, Regulatory Reporting, Client Relationship Management, Continuous Improvement, Risk Assessment, Risk Mitigation, Stakeholder Management, Internal Process Audit, Business Process Re-Engineering.KRA's;1. Mapping business requirements and developing & implementing processes in line with guidelines2. Ensuring to remove less logical procedures in processes, thereby reducing processing time3. Identifying improvement areas and implementing adequate measures to maximize client satisfaction level & repeat business Formulating SOPs, KPIs/KPAs & Head Count for smooth business operations4. Determining areas of improvement by analyzing the reports & trends through KPIs and planning for the continuous process improvement5. Conceptualizing & developing Head Count, Open Roles, Recruitment Status, Tracker Report etc.6. Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services7. Creating awareness for driving the projects and process improvement strategy & methodology 8. Formulating business strategies for maximizing profitability & generating revenue, realizing strategic goals 9. Transitioning systems to upgraded versions to achieve efficiency in various operations10. Spearheading process improvement initiatives, assisting in internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines11. Implementing several process improvement initiatives in form of Automation and Re-engineering 12. Preparing MIS reports entailing productivity, quality, staffing & so on with a view to apprise management of the process operations and assist in critical decision-making processes