Ankur Bhatia Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

As VP, Client Solutions Strategy, I am accountable for managing a multi-phase project to consolidate and simplify client-facing processes, eliminate friction points in banking services and procedures, empower branch-level staff with the authority to independently resolve complex issues, and deliver a highly differentiated customer experience.Among my accomplishments, I have:➥ Developed innovation-driven client engagement models for partner lines of business to optimize every step of the customer journey. ➥ Created a co-working and Cafe business model; designed a welcoming and engaging space for small business owners to drive increased collaboration with global Santander Bank teams.➥ Conducted deep dives into bank policies and SOPs to identify gaps and improvement opportunities.➥ Developed customer-oriented procedures that are standardized, scalable, and informed by industry best practices.➥ Managed 2 strategic projects encompassing financial compliance/remediation and AML remediation that are expected to strengthen risk and compliance posture.➥ Contributed to a 1,000-page consolidation of banking procedures, a 50% reduction in SLA handling times, and a 36% increase in NPS metrics related to account maintenance.➥ Positioned the team as a true value creator, growth driver, and trusted partner to all departments.➥ Led a global initiative to generate referrals of high-net-worth clients across all global branches and funnel high quality leads to the retail sales team; captured $400MM in deposits since 2020.➥ Developed a 100% remote client onboarding process to meet regulatory requirements. ➥ Worked on a digital platform to optimize client resource management and consolidate 5 document repositories to 1; expected to reduce the burden on back-office teams.

Boston, Ma, Us

As AVP, Client Segmentation Strategy, I was responsible for analyzing customer data and surveys to identify opportunities to optimize the service portfolio, eliminate nuisance fees, and expand self-service options. Some of my additional contributions include:➥ Developed a training program to provide staff with a strong foundation in bank operations, client segmentation, and customer service best practices.➥ Designed an onboarding program for customer-facing associates; streamlined speed-to-target-production by 3.5 weeks and reduced YoY attrition by 54%.➥ Developed a training guidebook, monthly video quick tips series, and monthly all hands conference call series to elevate staff performance.➥ Established organization-wide communication plans to ensure maximal adoption of transformative change initiatives and operational best practices.➥ Overhauled a top-tier checking product, reducing deposit requirements to expand the client base; successfully scaled profits by ~27%.➥ Designed a transparent pricing strategy for money market accounts that reduced monthly balance attrition by $70MM and decreased weighted average rate of deposits by 20%.➥ Launched a new delivery channel encompassing a customer engagement model, sales incentive strategy, and events program to attract entrepreneurs and deliver value-added financial solutions.

Boston, Ma, Us

As Branch Manager, I was responsible for leading a 7-member branch team to manage a portfolio of 1,500+ small business accounts representing $75MM in assets under management across the New England region. To carry out my mandate, I managed all aspects of day-to-day operations to strengthen customer relationships, expand the book of business, enforce regulatory requirements, and deliver a frictionless customer experience. Here are some of the ways I’ve made positive contributions to business performance:➥ Scaled the balance of deposits from $57MM to $75MM over tenure.➥ Drove an 86% increase in small business credit lines.➥ Built mentor-mentee relationships with team members; trained in customer service best practices.➥ Established an inclusive and performance-based culture to retain 100% of employees.➥ Developed new trend reporting procedures to hold branch staff accountable against key performance metrics.➥ Designed a KPI-driven strategy that delivered a 60% lift in client satisfaction in 12 months.

Jersey City, Nj, Us

I joined Jackson Hewitt Tax Service in 2010, where I led a team of 14 direct reports to manage all aspects of the retail tax program. I developed key strategies to penetrate strategic new markets, recruit and train highly qualified teams of top talent, expand organizational reach and impact via marketing, and maximize franchise P&L performance. Some of my additional contributions include:➥ Developed a comprehensive go-to-market (GTM) plan, facilitating the commercially successful launch of 42 retail locations across the Boston metro region. ➥ Delivered $3.5MM+ in incremental revenue from the new store openings.➥ Designed a regional strategy to source, qualify, and recruit best-fit talent for 340 locations.➥ Created a career development program for seasonal staff; enabled 6 employees to promote to district management positions.➥ Established and administered a $20MM operating budget with P&L accountability for 340 cost centers.➥ Performed P&L analyses and developed key strategies to maximize EBITDA performance.➥ Partnered with franchise owners to develop marketing, pricing, labor forecasting, and product testing strategies. ➥ Designed a pricing strategy that increased average transaction fees by 4% and reduced average transaction discounts by 75%.➥ Developed a $250K annual marketing budget; scaled new customer growth by 60% over 2 tax seasons.➥ Created a M&A strategy to target, acquire, and integrate strategically aligned franchisee and tax companies; contributed $300K+ in YoY top-line revenue.➥ Maintained 90+ NPS via employee training, client follow-up, store visits, and marketing audits.➥ Scaled completed transactions by 8K clients, EBITDA by $635K, and revenue by $1.7MM over 18 months.

Bradenton, Fl, Us

Jersey City, Nj, Us