Head - Secured Loans Operations (SG), Citi Solutions Center, Chennai

EMEA Cluster Lead - Centralized Variable Incentive Computation - Consumer Banking• Responsible for generation & publishing of performance scorecards for EMEA Consumer Banking markets (Russia, UAE & Bahrain) across Retail Baking, Sales & Distribution, Collections & Call centers.• Responsible for submission & processing of quarterly / annual incentives as per the scorecard for Retail Banking, Sales & Distribution, Collections & Call center.• Create and publish performance management dashboards starting from sales agent up to country management team serving the entire bandwidth from operational requirements to decision making.• Implement changes / enhancements to the scorecard logic as approved from time to time.• Implement and maintain industry standard change management practices to ensure scorecards are generated as per latest approved logic.• Continuously review and enhance process controls to ensure published scorecards are accurate & error free.• Drive productivity and digitization Initiatives to reduce manual touchpoints that improve control effectiveness & provide financial incentives.• Responsibilities include hiring, training, deployment, continuous coaching, & reporting.• Quality Assurance lead for APAC & EMEA Consumer Banking scorecards generated by the centralized team.• Tools used – SAS Enterprise Guide (EG), Power BI, JIRA, & VBA.Highlights• Successfully insourced Collections & Call center scorecards from country into centralized team within timelines without any disruption to business.• Designed & delivered an automated master dashboard (VBA) that reduced the need to maintain 1,500+ files into a single file.• Designed & delivered a prototype of the master dashboard (Power BI server) to provide a web interface & eliminate macros.• Implemented quarterly QA process for the scorecard generation process as an additional control.• Trained the team on Power Bl & built dashboards that are circulated to country & regional management.

Customer Journey Manager – APAC, Global Identity and Access Management (GIAM)Data & Analytics• Create, curate, and maintain client relationship database of GIAM (10GB).• Maintain and publish canned reports as per pre-determined frequency.• Create customized dashboards and reports for client consumption based on business need.• Tools used – Python, Power BI, Cognos and Excel VBA.Key ProjectsVendor Consolidation• Citi’s Institutional Business’ horizontal Services consolidated 5 vendors into 1 vendor generating significant savings to Citi, and as part of the project, 53.000 entitlement requests had to be serviced to equip the new vendor with necessary access.• Partnered with Institutional business to run this project and deliver the required entitlements on time as per various batches determined by business.• Was awarded a Gold award and Enterprise O&T Quarterly Team Award (from Head of Enterprise Infrastructure, 2 down to global CEO) for the project.COVID-19 Recovery Efforts• Part of the team responsible for enabling end users with remote access due to the unforeseen contingency of lockdown due to COVID-19.• Enabled more than 30,000 users with remote access capability in a month. Managed the entire lifecycle from remote access ID creation, remote access token generation, password delivery, token delivery and troubleshooting for thousands of users to enable them login to Citi network remotely and securely.• Awarded one Platinum and one Silver award for the effort.

Key ProjectsCiti Market Place 2.0 Upgrade• Asia Pacific lead for the upgrade of award-winning Citi’s Market Place product.• Coordinated beta testing, production testing, bug reporting, bug fixing, and production roll out for APAC• Achieved 92% testing success rate in CMP2.0 production.ServiceNow Implementation• GIAM implemented ServiceNow replacing e-mail as a strategic platform for query resolution. Partnered with business stakeholders to create more awareness about this strategic change and ease implementation.• Ran an education campaign for end users on dos and don'ts of ServiceNow to improve the efficiency of the system. Achieved 20% elimination of redundant work equivalent to 5 FTE worth of wasted effort recovery.Digitization of Entitlement Matrix• GIAM embarked on a project to convert ~4,000 Security Matrices from an analog format (Word, Excel etc.) to a digital format uploading them to a custom-built tool.• Was responsible for all end customer facing aspects like communication, training, testing, bug reporting fixing and management reporting.• Trained 800+ users on the new tool to make the transition seamless• Awarded one Gold and one Silver award for the effort.

Risk & Control Manager, CSC ChennaiResponsibilitiesPart of the control function for the Chennai Citi Service Center, called Risk & Control, which is tasked with identifying, dimensioning, measuring, and implementing control mechanisms to address the risks. Responsibilities include,• Manage and ensure compliance of the organization to the Special Economic Zone (SEZ) regulations having oversight over operations and technology functions for retail and wholesale banking.• Design / Enhance / Implement control mechanisms to address current and upcoming risks.• Ongoing monitoring of critical parameters to ensure adherence to laid down guidelines.• Having oversight on all statutory provisions of central and state governments for SEZ premises and ensure adherence to the regulations.• Managers Control Assessment – Self assessment tool that enables businesses to review their performance periodically and address any potential gaps.• Ensure all documentation is updated periodically and accurately by all business units at the site.• Publish relevant and meaningful dashboards to management, providing them with accurate view of the compliance levels.• Improve the compliance culture of the organization by having discussion with staff, conducting awareness sessions, mass communications etc.• Coverage over more than 10 business units and 3,000 employees.

Responsibilities• Jointly owned the insourcing of the process I managed in Citibank (loans) into Citicorp Services India Pvt Ltd, a team of 16 FTE.• Handled the migration of deposits and investment operations process from Singapore into CSIPL, a team of 21 FTE.• Responsibilities include hiring, training, deployment, continuous coaching, team management, subscription to stringent performance standards (team productivity, KPIs, KRIs etc) and metrics reporting.• Extremely challenging project as it involves 6 work streams, 20+ software applications, stringent time lines, remote location and a time zone difference.• Trainings and takeover conducted over phones, instant messaging systems, conference calls, and web meetings.Highlights:• Safely migrated one of the most complex operating units – 9 products supported for 4 business segments with 9 different cut offs in a single day – within the deadlines despite all the challenges.• Achieved 99.97 % accuracy barely 3 months after full cutover. General accuracy all through has been > 99.5 % and operating losses kept at negligible levels.• Achieved near 100 % TAT conformance throughout the year.• Built a very strong, cohesive team with demonstrated capability to pull through difficult situations and built very strong rapport with offshore counterparts and other operating units.

Responsibilities:• Part of the governance team for the business’ operating unit I was part of, having oversight on the BPO services.• Process owner for all the activities performed by the loan operations team and outstation cheque collections unit of my business.• Interface between the BPO team and other units in the bank regularly interacting with sales & service, product, clearing, credit policy, treasury, finance, technology, client experience and other vendors.• Responsibilities include setting up of new processes, process changes, design & implementation of controls to minimize risks, drive process efficiencies to reduce cost, ongoing monitoring of operational risks, facing audits and reviews, accuracy on regulatory submissions and general governance.• Responsible for budget and cost control end to end of a cost base of USD 10 Million – Coordination for planning & creation of annual budget, amortization into monthly budgets, processing invoices, accruals and other adjustments, monitoring of monthly expenses for conformance to plan, analysis of the variances for management reporting, providing numerous MISs, and support for management reviews.• Responsible for driving the cost save initiatives identified for the year to achieve business targets – planning, execution, delivery and reporting.Highlights:• Recipient of O&T Excellence Team award for Q3 2014 & Client Excellence award for Q4 2014 for the fundraiser program aimed at mobilizing FCNR (B) deposits in India through offshore borrowal. Part of the management team that booked USD 1.7 Billion in 3 months.• Recipient of O&T Instant award (Mar 2014) for a similar fundraiser program mentioned above, part of the management team that booked USD 450 Million in 2 months.• Independently and successfully handled Audit Risk & Review, Fundamental Credit Review and Citi Internal Audit on BPO operations.• Identified and resolved irregularities in expense management and accounting to the tune of 2 crores.

Responsibilities:• As a part of training, undertake 4 entry-level positions under rotational basis over a span of 2 years, in order to get a holistic perspective on SCB’s business, work practices, and culture.• Worked with a diverse portfolio of bank operations, operational risk, BCM and environmental management.Projects:• Reduction of energy consumption of SCB with minimal investment.• Review and optimization of Operational risk database and associated processes.• Establishment and extension of paper recycling initiative (implemented by me as a part of my internship).Other Projects:• Driver for national level, organization wide Safety and Security Week 2010• Member, organizational committee for Corporate Real Estate Services’ South Asia conference 2010 with participation from Bangladesh, India, Nepal, Singapore and Sri Lanka.• Regional coordinator – West for ‘Project Raffle’, an effort at raising INR 20,00,000 for Seeing is Believing, a CSR initiative of Standard Chartered Bank.

Conceptualized and implemented a paper recycling process across SCB India resulting in significant savings on monetary and carbon footprint fronts. Implemented the system in Bangalore, Chennai, Hyderabad, Kolkata, Mumbai and New Delhi. Project was nominated for group level award and the project subsequently expanded to SCB subsidiary companies. Key responsibilities included - Thorough study of the legacy system - Conceptualization of new process - Implementaion of new process - Initial hand holding and error correction - Internal branding of the initiativeProject was titled as - "Project Green Zone"

Responsibilities:• Mechanical design of aircraft components according to client (Airbus) specifications.• Computerized mechanical analysis of aircraft components to test their compliance against design criteria.• Coordinate with different subcontractors in other countries working on various parts of the same project.• Excellent knowledge on Microsoft Excel and Word, working knowledge on Microsoft Project.