Hemant Dixit Email & Phone Number

New Delhi Area, India

Operations Manager, catering to FATCA and CRS regulatory requirements for retail and corporate customers. Key Highlights :1.Lead a 250 member Operations team across locations (Delhi & Chennai) to deliver to due diligence requirements for RBS customers in order to stay compliant with the FATCA & CRS (Common Reporting Standards) reporting requirement. 2.Managed end-to end delivery of business operating model including resource management, training, coaching and development of team members and successful operational delivery. My responsibilities included facilitation of training focused on leadership, employee onboarding and training effectiveness /accreditation.3.Responsible for training the SMEs into trainers (Train the trainer approach) to deliver process knowledge transfer to the wider team. Successfully designed and delivered detailed training plan and framework followed by an accreditation process to monitor success rate. Carried out Training Needs Analysis and ensured a Personal development plan across the operations unit.4.Drove training programs to promote Risk & Control culture for the unit to ensure the team understands the regulatory requirement and policies are adhered to. Devised quality control mechanism to ensure high quality of output and consistency in the team's delivery5.Collaborate with Business areas which include Personal Banking, Business Banking and Corporate Banking businesses of RBS to comply with the reporting obligations for the bank. 6.Work with cross locational teams which include Policy & compliance, Telephony, Technology Services & Strategic vendors as a part of BAU engagement. 7.Drive Continuous Process Improvement, which includes Application change projects and facilitated training sessions to train the team on new software / application introduced into operations

New Delhi, Chennai

Projects Lead, multiple projects for personal and business banking customers / processes across locations. Managing, and providing support, coaching and mentoring to fellow project managers.Key responsibilities included :1. Conduct stakeholder interviews, surveys and facilitate change forums to enable seamless change delivery across the program2.Responsible for delivery of process trainings and other Soft Skills/ Behavioral Skills trainings for the teams. Ensured creation and review of SOPs for different processes and departments in collaboration with operations teams. Also responsible for publishing the reports on Quality & training, sharing them with the stakeholders and recommending solutions to overcome the identified knowledge gaps.3. Assist the division in delivering and implementing key strategic initiatives and change programmes such as FATCA implementation across the division, Remediation programs, KYC & Due Diligence (CDD/EDD), Defragmentation and centralisation of of operations.4. Weekly Review of progress with fellow project managers against project plans, and reviewing/suggesting solutions as and when required5. Benefit realization - help to achieve real business benefits through a formal process of benefit identification, management, realization and measurement6. Maintain strong stakeholder engagement to ensure smooth project delivery7. Monitor and analyze project issues and suggest ways of improvement8. Create budget reports, monthly spends for every change program, Cost analysis using financial tools to support and facilitate business decisions 9.Lead and deliver strategic transformation, transition and Robotics projects as per scope and terms agreed upon. Facilitate design sessions with business to develop the proposed solutions. Responsible for successfully training staff on the new software and ensuring knowledge levels are in place for successful floor roll-out.10.Development of team including coaching, training and development

New Delhi Area, India

Change management across locations, Process Migrations to different centers, defragmentation of processes, streamlining, Transitions, Process improvements.1. Extensive exposure to Project and Program management, Back end Operations, Transitions, Strategic Planning to enable partnership and support the operations and process improvement initiatives2. Transition and Change management for multiple projects with the onshore change team, champion end to end change management initiatives starting with the identification of the projects, solutioning, planning, delivery, tracking and reporting3. Looked after resource planning for current & future projects, training of team members, scheduling, detailing training plans, training documents and facilitation, logistics, vendor management and MIS.4. Conduct stakeholder interviews, surveys and facilitate change forums to enable seamless change delivery across the program5. Lead all system implementation and product development from a business stand point and provide Business requirements to the technology services on the type of changes to be implemented on systems6. Participation in recommending & designing workflows and streamlining processes7. Benefit realization - help to achieve real business benefits through a formal process of benefit identification, management, realization and measurement8. Maintain strong stakeholder engagement to ensure smooth project delivery9. Monitor and analyze project issues and suggest ways of improvement10.Coordinated the development of several tools for automating data management and processing bulk requests

New Delhi Area, India

ROLE : Lean Implementation (Retail Operations), Driving efficiency through process re engineering, and eliminating non value adding process steps, improving customer satisfaction and employee morale.I have successfully driven 5 consecutive waves in different business functions (one delivered in UK). I have achieved capability build-up among business managers, also conducted periodic review to ensure Lean sustainability (use of PCC - Process Confirmation Checklist). Spent over 500 man hours of training in Lean practices, tools and techniques to the audience ranging from operational teams to managers. Conducted sustainability assessments across departments, responsible for preparing assessment reports, liaising with business heads to discuss recommendations for closing the gaps through training and operational recommendationsBuilt capability by imparting training and refresher courses on Lean tools and techniques to managers to develop them into effective leaders and strong teams. ‐ My responsibilities included facilitating training sessions for customer contact centre teams in the bank and deliver process trainings to develop long‐term organizational capability covering 1200 employees across locations (India & UK) in the retail banking units.I have developed :• Ability to handle complex analytics• Excellent communication and presentation skills• Present outcomes/analysis to senior stakeholders and drive decision making sessions• Proficiency in Lean Tools: Proficiency in handling Lean projects and deliver solutions. Hands on experience in :1. Design Value Stream Maps to showcase end to end Service Delivery and Identified Opportunities2. Design Standard Operating Procedures3. Design Future State Models by applying ECRSS concepts4. Capability building by Coaching and Mentoring LLCAs for s Sustainable Lean Culture5. Design automation solutions and Flexible Manpower Systems

New Delhi Area, India

Operation management, Account Maintenance Processes, Customer Service, Managing change / implementation.Managing a 70 member team, coordinating across locations, managing work flows, resource and logistical requirements, working closely with the technology teams to work through continuous improvement and driving efficiencies. Implementing workflow management tool /AOM to support team management. Conducting regular risk reviews with support from risk teams including 1LOD and 2LOD.

New Delhi Area, India

ABN AMRO Bank, LaSalle Bank, Accounts Reconciliation for US based corporate customers.Responsibilities include :1. Directly manage the performance and training needs of the team2. Accountable to the Centre Manager for delivery of team targets including customer service standards and risk mitigation3. Ensure the cases are reviewed as per procedures and actioned by the analyst with required accuracy4. Make sure activities are processed as per work instructions and prudently use the escalation mechanism to report to the manager concerned