- Interprets Business requirements and facilitates with Technology to deliver strategic solutions to improve business processes.- Project manage the delivery of solutions using Agile methodologies.- Evaluate costs and budgets to ensure Project fitment is within achievable timelines.

 Assistant Vice president reporting into Vice President of Citibank UK’s Commercial Cards business. Currently leading the Quality and Change Management team within operations driving Process and Control reviews and implementing Process changes. Tracking and Driving vendor transition for various Operations processes and providing management oversight on key risks / challenges. Projects Domain : Review and approval of Business Requirement and functional documentation, tracking Production Verification testing plans, testing, reviews and sign offs. Analytics - Track reporting of various business strategies at Portfolio level Card spends, Delinquencies, Card behavioural analysis. Review and approve any Adhoc reporting requirements from client facing teams. Governance of the vendor, review/approving Standard Operating Procedures, driving vendor KPIs, conducting Quarterly Process Risk assessments and Monthly Business reviews with the vendor teams. Monitor existing vendor process controls to assess inherent risks and ensure corrective actions plans are implemented for any process slippage. Drive and track vendor automation initiatives in areas of reporting. Cards Settlements & Reconciliation process : To ensure appropriate remittance of funds to Visa & MasterCard by the vendor, posting of GL and P&L entries and reconciliation of Association Settlement against the Product processor.

Managing POS Terminal certification projects (Acquiring) and other regulatory mandate testing (Issuing & Acquiring).

UAT Manager (Data warehouse 'OneHSBC' Project - Business Intelligence)Role:Deputed to Mumbai on a flagship Project on Business Intelligence involving centralisation of MI data warehouse for India Personal Financial and Commercial banking businesses.Managed the User Acceptance Test (UAT) in the project liasoning with India and Hong Kong Project teams.Conducted training sessions on Mercury Quality Centre to all the users involved in testing.Publishing Daily Progress Report, managing Defects raised by testers, co-ordination with the business teams, arranging project progress meetings with Hong Kong team are some of the major responsibilities in the current role.Co-ordinating the Performance Acceptance Test (PAT) with the business to ensure that the system is functioning as expected.

Role:Heading the Service Quality and Support function for Customer Connect team. Responsibilities include preparation of External Audits of customer complaints to measure quality of resolution provided by the responsible departments across the bank. Internal Audits conducted for evaluation of performance of the Customer Connect team.As part of the Support functions, recently migrated a Group standards email Management system (KANA) thereby streamlining the existing customer correspondence set up and integrating multiple channels of customer communication.Dedicated team to handle KANA migration which involved UAT, managing defects and attending to progress meetings with HK.Earlier, managed a team of 20 members handling escalated customer grievances for Credit Cards, Assets and Liabilities, for HSBC India - Retail Banking.Served as the Central Nodal Officer for HSBC India as per the mandate set by Central Bank in India.Handled Senior Management complaints and liaison with regulatory bodies including the Central Bank and BCSBI (The Banking Codes and Standards Board of India) to ensure appropriate redressal of customer complaints. Held frequent meetings and discussions with the Banking Ombudsman officials to ensure quicker and effective redressal of customer complaints addressed to the Central bank.

Role:Provided key inputs to the UK Consumer business by analysing and generating reports for Credit Card customer Attrition and means to which this could be mitigated.Led a 12-member team for handling UK Customer Service correspondence with the support from UK Consumer business.Managed the UK Diners Corporate function handling Credit Card email queries.Handled a 6-member team in the UK Consumer business's Settlements and Reconciliation process.Reconciling the Chargeback and Re-presentment control accounts by constant liaising with the Disputes team to resolve exceptions and monitor aging exceptions in the GL accounts.Balancing of the sale transactions received from the Association with the ECS+ Host System.Review proofing of all accounts on a monthly basis and submission of the same to the UK Consumer business.Daily reconciliation of Credit Card customer payments received via clearing bank (HSBC) in UK. Modes of payment include Switch (Debit Card), Direct Debit, BACS payments, Cheques etc.Documented the Risk and Control Self Assessment for the UK processes.Handled Credit Card Disputes within the time frame set by Associations for European Card Acceptance (ECA) business.Actively interacted with the front-end at Barcelona and Germany to resolve Merchant disputes (Acquiring bank). Reconciled TDS Accounts and remittance of Tax payable by Citibank India to the Central government on a monthly basis. Processing and issuing TDS certificates for Citibank Vendors across India.

Role:Preparation of MIS reports on a monthly and weekly basis for Diners Club, Silver and MTV credit cards for Citibank India.Maintaining and re-ordering Credit Card plastics and co-ordination of the delivery of the same to the embossing team in the Bank from the vendors.Resolving Credit Card queries received through Service Log System (SLS) from the front-end teams.Interacting with IBM Corporate staff and assist in applying Diners Club Credit Card.Coordination with the Account Fulfilment Unit and Embossing Unit in sample card production for new associates or partners.