•Strategy for Process Transformation & Excellence Function •Lead/ manage key transformation initiatives End to End•Transform End to End Processes and deliver reimagined processes•Design, Implementation & Improvement - External/ Internal Customer Satisfaction•Process Governance & Sustenance

•Strengthened the delivery processes with measurable contributions for Operations, Customer Service, IT, Collections Legal, Corporate Legal, Marketing, Business Excellence, Credit and Risk Functions – appreciated by the Board.•Transformation of Operations & Customer Service Function. Centralized most processes with 200+ member team.•Managed the Loan Moratorium & Restructuring Schemes launched by RBI for COVID Pandemic for 1Lac + Customers. •Successfully recovered outstanding dues… Show more •Strengthened the delivery processes with measurable contributions for Operations, Customer Service, IT, Collections Legal, Corporate Legal, Marketing, Business Excellence, Credit and Risk Functions – appreciated by the Board.•Transformation of Operations & Customer Service Function. Centralized most processes with 200+ member team.•Managed the Loan Moratorium & Restructuring Schemes launched by RBI for COVID Pandemic for 1Lac + Customers. •Successfully recovered outstanding dues from loan defaulters which were classified as difficult to crack ~ 100Cr/ year.•Introduced better risk controls in Collections Processes through revised waiver matrix and monitoring through Board. •Improvement in key operational metrics like loan disbursement TAT, Customer Request resolution TAT in a short time.•Drove projects to recover TDS from SME customers (35Crs), Curing of Rejected NACH Mandates (85%+), Faster Settlement of Death Claims for Micro Finance Customers and Enhance recovery through Legal Actions on defaulters.•Played a crucial role to enhance collections, operational efficiency and cost reduction in times of the NBFC crisis.•Managed the operational aspects of Securitization Transactions.•Drove the Inter Creditor Agreement Resolution Process, Cost/ Cash Flow Management and RBI Compliances. Show less

•Built the Business Excellence/ Quality Organization as a key strategic function - Aligned to business priorities/ customer needs @ all lines of businesses. Set up the Business Excellence and Customer Experience Function which was led by a Bushiness Excellence Head at each line of business – Total team of 6 Heads & 30 Six Sigma certified members.•Design and roll out of Business Excellence Model for Reliance Capital Group leading to systemic changes & innovation.•Drove ownership of… Show more •Built the Business Excellence/ Quality Organization as a key strategic function - Aligned to business priorities/ customer needs @ all lines of businesses. Set up the Business Excellence and Customer Experience Function which was led by a Bushiness Excellence Head at each line of business – Total team of 6 Heads & 30 Six Sigma certified members.•Design and roll out of Business Excellence Model for Reliance Capital Group leading to systemic changes & innovation.•Drove ownership of operating measures (cost ratios, sigma-level of processes) with bottom-line focus through joint reviews with the CEOs of transformation projects across all line of businesses leading to ~15% (~Rs.200Cr) impact on bottom-line, every year.•Transformed Service Delivery Processes leading to 72% reduction in Customer Complaints (over 5 years)•Designed & deployed Customer Satisfaction Index Drive: External/ Internal with competitive benchmarks leading to o#1 rank (CSI, KANTAR IMRB) by two group companies & enhanced customer loyalty for insurance customers.oEnhanced inter-departmental synergies with measured outcomes of Internal Customer Satisfaction Index.•Instituted group-wide Business Excellence R & R Program, with 60%+ employee participation across initiatives - 100+ Lean 6 Sigma projects per annum; Over 2000 ideas generated of which 200+ ideas implemented per annum.•Instrumental in replicating best practices from Nippon Life Insurance, Japan @ Reliance Life Insurance & Mutual Fund.•Led Reliance Capital Asset Management & Reliance General Insurance to achieve 1st rank in the industry in Customer Satisfaction Index (KANTAR IMRB, FY15) by re-engineering customer facing as well as back end processes.•Transformed the Sales and Renewal Processes @ Reliance Life & General Insurance leading to additional revenues of Rs.112Cr and enhanced customer loyalty (KANTAR IMRB) - FY16.•Enhanced service delivery of support functions - HR/IT/Admin/Finance thru process governance @ Reliance Capital. Show less

•Transformed Business/Service Excellence function to align with the evolving Insurance Industry focus: Renewals & CostoImprovement in 13th Month Persistency (customer retention) by 6% - additional premium of Rs.72Cr/annum. oLed cost optimization projects to save cost of Rs.49Cr per annum (FY 13).oReduction in Policy Document Not Received Complaints by 70% - Initiative appreciated in Media/ Parliament.•Led projects for faster settlement of claims (Maturity, Death & Survival… Show more •Transformed Business/Service Excellence function to align with the evolving Insurance Industry focus: Renewals & CostoImprovement in 13th Month Persistency (customer retention) by 6% - additional premium of Rs.72Cr/annum. oLed cost optimization projects to save cost of Rs.49Cr per annum (FY 13).oReduction in Policy Document Not Received Complaints by 70% - Initiative appreciated in Media/ Parliament.•Led projects for faster settlement of claims (Maturity, Death & Survival Benefit Claims) leading to enhanced CSAT score.•Service Differentiation: Strategy, Design & Deployment to provide differentiated service to HNI customers. Show less

• Strategy for Quality Initiatives; continuous improvement; innovation & knowledge management• Set up the Quality Function for the organization - Process Audits, Continuous Improvement, Kaizen and Innovation.• Led ISO 9001:2008 Certification by rolling out Business Process Management System. Designed and deployed 81 processes across functions with Dashboard Review mechanism leading to improvement in key customer facing metrics.• First Time Right Metric for loans introduced leading… Show more • Strategy for Quality Initiatives; continuous improvement; innovation & knowledge management• Set up the Quality Function for the organization - Process Audits, Continuous Improvement, Kaizen and Innovation.• Led ISO 9001:2008 Certification by rolling out Business Process Management System. Designed and deployed 81 processes across functions with Dashboard Review mechanism leading to improvement in key customer facing metrics.• First Time Right Metric for loans introduced leading to top line enhancement of Rs.208Cr per annum.• Launch and successful implementation of Lean Six Sigma Initiative (Over 80 projects with quantified business results). Show less

• Designed and Rolled out Service Quality Framework across all customer touch points leading to improved service standards and cultural change across hierarchy levels of the Bank. Rewarded by the Managing Director Mr. Aditya Puri.• Set up an effective Complaints Management System which was well appreciated by Reserve Bank of India (RBI).• Launch and successful implementation of Lean Six Sigma Initiative (1500+ Employees Trained and Certified).• Total projects executed: 170 per year… Show more • Designed and Rolled out Service Quality Framework across all customer touch points leading to improved service standards and cultural change across hierarchy levels of the Bank. Rewarded by the Managing Director Mr. Aditya Puri.• Set up an effective Complaints Management System which was well appreciated by Reserve Bank of India (RBI).• Launch and successful implementation of Lean Six Sigma Initiative (1500+ Employees Trained and Certified).• Total projects executed: 170 per year with an average financial impact of Rs.8.5Cr per annum.• Won Symbiosis Centre for Management and HR Development – Lean & Six Sigma Excellence Award 2007 Show less

• Special recognition from Chairman, Tata Sons, Mr. Ratan Tata for contribution to Tata Business Excellence Model.• External Assessor Certification & completion of 2 TBEM (Malcolm Baldrige) assessments - The Taj Hotels and The Tinplate Company of India Limited. Was amongst the youngest ones at the Tata Group to achieve this feat.• Developed internal Six Sigma Certification Program – Trained & Certified 12 employees.• Improvement in scoring band for TBEM by successful deployment of… Show more • Special recognition from Chairman, Tata Sons, Mr. Ratan Tata for contribution to Tata Business Excellence Model.• External Assessor Certification & completion of 2 TBEM (Malcolm Baldrige) assessments - The Taj Hotels and The Tinplate Company of India Limited. Was amongst the youngest ones at the Tata Group to achieve this feat.• Developed internal Six Sigma Certification Program – Trained & Certified 12 employees.• Improvement in scoring band for TBEM by successful deployment of various initiatives. Show less

• Completion of Major Projects using Six Sigma across Asia Pacific: ~300 colleagues trained, mentored & certified.• Installation, commissioning, operations and management of integrated chemical preparation plant.

Responsibilities: Handle Chemical Reactors, Centrifuges and Dryers independentlyCarry out different chemical reactions & unit operations