Seasoned Banker with over 21 years of experience in varied roles of Product Management, Customer Service, Operations, Sales and ComplianceIn current role of Product Head, specializing in leading cross-functional teams to deliver innovative products. Proven track record in strategic planning, driving product vision, and fostering team development.Working on projects for the payments and AFCS related solution for the Transit projects for various smart cities and Metro Rail… Show more Seasoned Banker with over 21 years of experience in varied roles of Product Management, Customer Service, Operations, Sales and ComplianceIn current role of Product Head, specializing in leading cross-functional teams to deliver innovative products. Proven track record in strategic planning, driving product vision, and fostering team development.Working on projects for the payments and AFCS related solution for the Transit projects for various smart cities and Metro Rail operators on an open loop payments platform.Key responsibilities being project planning, tracking of the deliverables, adhere to the implementation time lines, liase with various project stakeholders, identify project risks & mitigate them for smooth and timely roll out of the project.Developed comprehensive product roadmaps to ensure alignment withbusiness goals and customer needs.Collaborated cross-functionally with engineering, design, marketing, sales andoperations teams to define requirements for new products.Monitored performance metrics such as usage rates, conversion rates andrevenue generated from each product.Defined success criteria for each feature release and monitored results post-launch.Worked closely with customers to determine appropriate marketing offeringsand strategies for business needs. Show less

Worked along with multiple Unit heads and basis team's inputs, was successful in improvising existing processes and implemented actions & initiatives1. Customer Experience & Service Efficiency2. Technical Enhancements3. Migration of activities from other Units 4. Had close coordination and effective synergies with all the fulfillment units in getting timely response.5. Regular feedback and escalation if any raised timely with all the stakeholder units6. Technical… Show more Worked along with multiple Unit heads and basis team's inputs, was successful in improvising existing processes and implemented actions & initiatives1. Customer Experience & Service Efficiency2. Technical Enhancements3. Migration of activities from other Units 4. Had close coordination and effective synergies with all the fulfillment units in getting timely response.5. Regular feedback and escalation if any raised timely with all the stakeholder units6. Technical enhancement and process improvement actionables, emanated out of client feedback lodged and tracked till resolution7. Timely and regular process review discussion done with stakeholders8. Concerns and process enhancement raised regular during such reviews (Ops,BSG,Implementation,Finance)9. Inter-capabilities built-in within teams to support each other in times of unit requirement10. This has lead to man power efficiency and also cost effectiveness as work is segregated within internal teams Show less

 Directly handling 45 FTE strong team for Operations, Quality, Training and MIS functions Supervise, guide and mentor a team of Supervisors and Team Leaders across all functions Ensure contact centre is a revenue generating centre by leveraging various campaigns through inbound, outbound, SMS and Missed call campaigns and promote investments  Responsible for Service Levels on Inbound, SMS, Missed Call, Internet Leads, Chat, Email & Social Media, Daily, Weekly, Monthly &… Show more  Directly handling 45 FTE strong team for Operations, Quality, Training and MIS functions Supervise, guide and mentor a team of Supervisors and Team Leaders across all functions Ensure contact centre is a revenue generating centre by leveraging various campaigns through inbound, outbound, SMS and Missed call campaigns and promote investments  Responsible for Service Levels on Inbound, SMS, Missed Call, Internet Leads, Chat, Email & Social Media, Daily, Weekly, Monthly & Quarterly review with the vendor on past performance and future planning Show less

 Responsible for managing the team which conducts Customer Due Diligence (CDD) / KYC process on phone for NRI customers located globally Responsible for sourcing high value & Citigold accounts for the business.  Oversees implementation and coordination of sanctions screening operational processes to identify operational efficiencies and ensure consistency Provides guidance on sanctions screening operations proposes solutions and serve as point of escalation to route emerging issues… Show more  Responsible for managing the team which conducts Customer Due Diligence (CDD) / KYC process on phone for NRI customers located globally Responsible for sourcing high value & Citigold accounts for the business.  Oversees implementation and coordination of sanctions screening operational processes to identify operational efficiencies and ensure consistency Provides guidance on sanctions screening operations proposes solutions and serve as point of escalation to route emerging issues to Sanctions Compliance Own and roll out enterprise wide the Global Standard Operating Model for name screening alert disposition processes for account opening and maintenance and development of centralized operational Hubs to support name screening alert disposition processes Perform compliance reviews (on-boarding and maintenance) in conjunction with countries/regions, particularly in relation to high risk customers Show less

1. Has successfully set up NR Sales acquisition team in North India to source NR Savings and Deposit accounts for NRI customers. 2. Responsible for sourcing high value & Citigold accounts for the business. 3. Leveraging and enhancing corporate tie-up's for sourcing NR accounts to corporate employees travelling abroad. 4. To drive and mobilize maximum deposits for the location with clear focus in increasing the FCNR deposits

Managed a team of Relationship Managers responsible for acquiring NR Citigold relationship accounts from Retail and Corporate relationships.

1. Managing a team of 20 Citiphone officers responsible for taking inbound service calls from NR customers located globally. 2. To ensure maintaining a daily TSF of 80% for the unit & 90% on Quality parameters.3. To ensure first time resolution and quick kill responses for the calls dialed at Global Contact Centre.

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