Customer Experience Risk Management

PROFILE

Accomplished and results-driven professional with 16 years of progressive leadership experience in the financial

services sector. Strong expertise in strategy formulation and execution, digital transformation, operating model design,

organizational design, and risk management. Have led business transformation to boost overall performance through

increased revenue, lower operating costs, better customer experience, and workforce productivity. Developed client proposals and provided insights. Have led project teams for new business model delivery and execution. Expert in consensus building, talent development, business agility, and executive communication.

PROFESSIONAL EXPERIENCE

Purdue University, Indiana, USA August 2023 – August 2024

MS – Business Analytics and Information Management

Skilled in machine learning, data mining, business intelligence analytics and reporting, cloud computing, optimization in SAS, SQL, data visualization, customer analytics.

Ernst & Young LLP, Atlanta, USA January 2022 – December 2022

Senior Manager, Financial Services, Strategic Transformation

Led project team for delivery and execution of client engagements, developed client proposals, and provided the right technology, capabilities, and insights to help clients create long-term value and transform at speed & scale.

Developed future state operating model, governance, risk management framework, and implementation roadmap for the Global Privacy Utility team for a major global bank. The new model improved client data privacy by eliminating compromised data and establishing a globally consistent control environment.

Led design, development, and implementation of comprehensive regulatory international accounting standards (IFRS 17) for an insurance client. Led system architecture, solution design, data, testing, & transition.

Royal Bank of Canada, Toronto, Canada August 2011 – January 2022

Director – Private Banking Strategy and Growth Transformation (November 2018 – January 2022)

Private Banking Growth Strategy

Accelerated Private Banking’s business growth by creating a competitive and differentiated experience for High Net Worth (HNW) clients. Built a more scalable business model that enabled the capacity to sustain high business growth. The new business model was successfully implemented and resulted in 20% increase in yearly revenue.

Private Banking Credit Transformation

Planned, led, and executed Private Banking Credit Transformation by redesigning the operating model for underwriting and adjudication. The new model was implemented using Agile framework and resulted in enhanced operating performance, better client experience, and gain of 25% productivity of client-facing credit roles, enabling focus on growing client relationships through discovery and advice.

Director – Strategy and Transformation (August 2011 – October 2018)

Customer Experience Re-design

Led re-imagining of End-to-End Home Equity Finance customer experience and process by improving ‘speed to decision’ and delivering a seamless and easy client experience, leveraging digital channels and advanced data analytics. Developed customer journeys to identify unmet customer needs. The new model has significantly improved E2E cycle time, higher mortgage acceptance rate, and better customer and mortgage specialist experience.

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Next-Generation Operations / Auto Adjudication

Led an enterprise initiative to evolve credit decision-making capabilities from manual to automated decisioning to help liberate adjudication capacity, reduce credit risk, improve decision consistency, and support End-to-End straight through processing. Credit Adjudication Tool has enabled auto adjudication by consolidating data from various platforms, providing credit calculations (TDS/GDS), application strength assessment, and rationale using a machine learning algorithm. The tool has delivered on 30% average processing time (APT) reduction.

Digital Customer Journey

Led a cross-functional team to rethink end-to-end customer journeys across bank silos, to deliver on the vision of becoming the ‘digitally enabled relationship bank’. Developed strategy to bring the next generation of omnichannel client journeys to market for both retail and small businesses.

Growth Strategy

Supported Personal & Commercial Banking strategic priorities - developed ‘Newcomer to Canada’ growth strategy and focused on 3 strategic pillars – Acquisition, Growth & Engagement, and Client Experience. Created a vision of an ecosystem to support newcomers to solve their holistic needs and ultimately cement the relationship. The strategy delivered $227 MM in incremental revenue by 2025.

End to End Process Optimization

Conducted a rapid process optimization and standardization diagnostic in Finance Shared Services using a multi-lever approach to drive in-year savings using traditional operational excellence levers together with technology levers such as Robotics Process Automation. Developed a roadmap of opportunities (20% – 30% FTE reduction). In phase-2, executed on strategy by setting up & led an agile automation lab to deliver on savings roadmap.

Banking Operations Transformation

Developed a 3-year transformation road map for Personal and Commercial Banking Operations (7500 FTE org.) to support the strategic vision of ‘Simpler, Faster, Better’. Identified over 200 new efficiency opportunities, using Next Generation Optimization and other efficiencies ‘levers’, supporting $29 MM in savings. Integrated efficiency opportunities into a phased and prioritized consolidated roadmap.

Risk Operations Role Continuum Strategy

Built Role Continuum strategy for complex credit roles in Risk Operations. Designed new role continuum and organizational model that enables employees to build credit adjudication skills progressively and optimize skill utilization and capacity. The new model was implemented and enabled savings of $7 MM.

Commercial Credit Process Redesign

Led “Re-imagining Credit Delivery 2.0” for Commercial and Small Business credit (Origination to Fulfilment) into a seamless, scalable organization to drive growth, manage risk, reduce operating costs, and improve the overall experience for clients and employees. Gained alignment on vision, guiding principles, and strategic “big bets” business capabilities for the future.

Commercial Credit Role Continuum

Oversaw an initiative to redesign the Business Financial Services credit role continuum to facilitate greater accountability, role execution clarity, simplification of delivery model, and enablement of business growth objectives. Delivered on ‘Horizon 2’ role design, capabilities, and interaction models of primary commercial relationship management and service roles. Developed overall execution roadmap with the sequencing of initiatives and definition of success measures.

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Enterprise Workforce Management

Led a team on a high-impact Enterprise Workforce Management project. This project was sponsored by CFO with a mandate to develop a Target Operating Model which provided a comprehensive view of RBC’s total workforce and hence increased the effectiveness of spend. Worked with senior leaders to define objectives, approach, and share findings from interviews, maturity assessment, primary research, data analysis, and surveys. The new model delivered on annual savings of $20 MM.

Deloitte Consulting, Toronto, Canada September 2007 – August 2011

Engagement Manager – Corporate Strategy, Strategy and Operations Practice

Credit Cards Product and Operating Model Design

Assisted a credit union consortium to examine credit card product options and vendor discovery for potential outsourcing of card operations of member credit unions. Developed credit card operations framework (Business Architecture view) and detailed functional requirements.

Business Scenario Planning

Conducted scenario planning for a major Cable and Telecommunication service provider. Performed an analysis of their competitive strategy for voice, data, and video products. Developed five potential scenarios and modelled the potential financial impact of each of the scenarios (Three-year projection of Income Statement).

Enterprise Cost Reduction and Product Portfolio Simplification

Assisted a quad-play Canadian Telecommunication Service Provider in simplifying its product portfolio as a part of an overall enterprise cost reduction and productivity enhancement initiative.

EDUCATION

Master of Science in Business Analytics and Information Management

Purdue University, Mitchell Daniels School of Business, Indianapolis, USA

Master of Business Administration

Richard Ivey School of Business, London, ON, Canada

Bachelor of Engineering (Electronics and Telecommunication)

Visvesvaraya Technological University, India

CERTIFICATION

Agile Framework

AWS Certified Cloud Practitioner

Chat GPT Prompt Engineering for Engineers

Introduction to Embeddings with the OpenAI API

Working with OpenAI API

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