Data Analytics Customer Experience

Harish Chavan

804-***-**** ********@*****.*** www.linkedin.com/in/harish-chavan/

Strategy, Data and Analytics Executive Business and Data Analytics Lead Data and Business Analytics Executive with a proven track record in leading data infrastructure development, strategic customer engagement, and operational optimization. Skilled in leveraging data-driven insights to inform decision-making, minimize risk, and enhance customer satisfaction through targeted segmentation and behavior-based strategies. Adept at overseeing credit strategies, complex financial modeling and ensuring compliance with regulatory standards, driving cost reductions, and leading teams through transformative cloud and AI-driven initiatives. Strong leadership in managing high-budget operations, enhancing digital strategy, and delivering impactful operational efficiencies. CORE COMPETENCIES

Leadership and Team Management: Managed data and business analysts, data scientists, operational teams and product managers, fostering a collaborative environment that encouraged innovation and operational excellence. Demonstrated leadership in guiding teams through complex transitions, such as cloud migrations and pandemic responses, while maintaining focus on strategic objectives and team morale.

Collections and Recoveries Strategy: Accountable Executive for the analytics and execution of loss mitigation strategy; designing, implementing, and optimizing credit and operational strategies that support customers in financial distress while minimizing losses through effective collections and recovery efforts. Instrumental in establishing and leading the credit program from the ground up, ensuring its strategic alignment with the organization’s objectives while optimizing financial impact and customer accessibility.

Data Analytics, Strategy and Infrastructure: Directed the development and oversight of robust data management systems critical for Bank Operations, ensuring reliable data handling that supported strategic initiatives and informed decision-making. Developed a comprehensive credit framework, aligning product offerings with customer needs, risk appetite, and market conditions. Developed advanced analytics and credit risk models, optimizing approval rates, loss mitigation, and delinquency management.

Credit Strategy & Risk Governance: Deep expertise in credit strategy, risk management, and collections and recoveries within banking. Responsible for developing and overseeing risk policies, ensuring regulatory compliance, and optimizing credit strategies to balance risk, profitability, and customer outcomes. Developed and implemented credit risk policies for underwriting, collections, and loss mitigation while ensuring alignment with regulatory requirements and enterprise risk frameworks.

Customer Experience & Complaints Strategy: Led the complaints management strategy for the retail bank, ensuring a proactive and structured approach to resolving customer issues. Developed and implemented policies that align with enterprise-wide customer experience goals, minimizing friction points in the customer journey. Analyzed customer behaviors and complaints through segmentation models and predictive models identifying trends that inform strategic decision-making. Used competitive intelligence and market research to benchmark the Bank’s customer experience and complaints performance against industry standards.

Strategic Planning: Formulated and executed comprehensive operational strategies, including digital channel roadmaps and loss mitigation approaches, utilizing data-driven insights to enhance customer engagement and operational efficiency. Managed large-scale projects, such as Retail Bank response to Covid-19 Government Economic Relief program, demonstrating ability to work in an fast paced unprecedented environment, and cash recycling initiative of ATM operations, demonstrating an ability to translate strategic goals into actionable plans that yield measurable results. Harish Chavan

804-***-**** ********@*****.*** www.linkedin.com/in/harish-chavan/ PROFESSIONAL EXPERIENCE

Shift Gears Consulting, LLC 2020 - Present

Founder Principal Consultant

A boutique consulting firm specializing in business operations, data analytics, and risk advisory services for the financial industry partnering with banks, fintechs, and other financial institutions to deliver impactful strategies that enhance performance, manage risk, and optimize customer outcomes. Capital One, 2003 - 2025

VP/ Sr. Director of Business, Data and Analytics (Loss Mitigation, Customer Experience, Operations), 2021 - 2025

Chief of Staff and strategy head for Retail Bank Operations managing and consulting operational strategy, bank office operations strategy, and customer experience. Managed the channel P&L and annual budget of $100M+ including ST&B and operational budget.

Developed several restructuring to redefine organization to handle regulatory, reputational, and compliance needs to several million dollar savings through productivity improvement and logical consolidations

Business analytical lead for 100+ Bank Operations impacting entire life cycle of Bank Customer

Stood up 2 offshore sites across South America and Asia for operational efficiencies in Bank Operations

Accountable Executive for Bank Collections and Recoveries Credit Program with NPV of over $40MM

Developed a comprehensive credit framework for collections and recoveries aligned with customer needs, risk appetite, and market conditions. Led collections and recoveries program of over $100MM by Establishing foundational infrastructure, including policy frameworks, risk models, and compliance controls

Designed data-driven loss mitigation strategies to support distressed customers while minimizing financial impact. Built over 80 strategic initiatives collaborating with operations and compliance teams to ensure adherence to risk controls and improve charge-off management. Reduced charge-off by 25% through operational and strategic initiatives.

Built incentive for Bank Operations members in the call center as well as back office operations

Provided independent oversight of 1st line credit decisions, ensuring adherence to risk appetite and policy guidelines. Engage with regulators and internal audit teams to validate compliance with industry standards. Implement risk controls, governance frameworks, and conduct periodic portfolio reviews.

Build strategic changes that accomplished over 200% increase in completion rate as compared to historicals

Made operational efficiency improvements by reducing annual operational cost by $12MM through several modernization initiatives.

Drove the Customer experience through the lens of Complaints and effortless customer experience to recommend opportunities across Retail Bank and drive the complaints down by 30%.

Directed the development and governance of the data infrastructure and data management systems for Bank Operations, ensuring robust and reliable data handling to support strategic initiatives and informed decision-making.

Managed and shaped the customer strategy with a focused intent on loss mitigation credit strategy, employing data-driven insights to develop comprehensive approaches that minimized risk while maintaining customer trust.

Oversaw financial modeling, reporting, and business model management to ensure operation of Bank Operations, maintaining vigilance on fraud prevention, legal, and compliance risks to uphold regulatory standards and operations.

Founded and led the Voice of Customer Analytics team, enabling in-depth evaluation of customer experience, engagement, and NPS, leading to targeted data-driven improvements that enhanced customer satisfaction and loyalty.

Formulated and executed a behavior-based customer segmentation strategy, fostering tailored engagement tactics that aligned with customer preferences and significantly increased overall engagement levels. VP/ Sr. Director of Business, Data and Analytics (Loss Mitigation, Payments, Operations), 2018 - 2021

Led the development and execution of the digital channel roadmap, defining both short-term and long-term strategic initiatives that enhanced the bank’s digital footprint and customer engagement. Harish Chavan

804-***-**** ********@*****.*** www.linkedin.com/in/harish-chavan/

Handled over 5 million customers receiving government payments (during pandemic) given as a form of economic stimulus to consumers (EIP) and small businesses (PPP) and ensured payments are 100% available to the customers.

Held full accountability for managing bank cash logistics with over $10 billion in circulation and an annual budget exceeding $60 million, driving efficiency and cost control in cash operations.

Revamped the loss mitigation strategy, achieving approximately 20% cost reduction and significantly enhancing the contact strategy, leading to improved customer outreach and reduced financial losses.

Revamped the cash vault logistics strategy, optimizing operational processes and realizing a 25% reduction in costs, contributing to improved efficiency and substantial financial savings.

Restructured the cash management organization across the bank, realizing a net saving of $20 million in opportunity costs through optimized processes and strategic resource allocation.

Led the data team through a seamless transition to the cloud, ensuring uninterrupted business operations and achieving over $5 million in cost savings through enhanced data infrastructure and efficiency.

Conceived and implemented a cash recycling initiative launched in 2023, projected to save approximately 30% in operating costs, demonstrating forward-thinking strategies to bolster financial performance. VP/Director of ATM/Debit and Cash Analytics, 2015 - 2018

Oversaw ATM/Debit team with responsibilities, including defining the digital strategy, serving as product manager, and acting as chief of staff for the accountable executive, ensuring strategic alignment and operational excellence.

Directed team of analysts, data scientists, statisticians, product owners, process managers, and engineers, while managing indirect oversight of vendor technicians handling ATM cash operations fostering a collaborative environment.

Redefined and enhanced the ATM strategy, resulting in a 20% improvement in operational capability and achieving a $2 million annual reduction in operational costs through strategic planning and execution.

Designed and implemented a Machine Learning agenda for operations, incorporating advanced statistical techniques and robotics to streamline processes and introduce intelligent automation.

Defined the strategic role of ATMs within the bank’s overall transformation initiative, leading to a 150% increase in ATM transaction volume and supporting the bank's growth and customer engagement efforts.

Successfully launched multi-denomination capabilities across Capital One ATMs, contributing to a 6% rise in channel cash usage and enhancing customer service flexibility and satisfaction. Sr. Manager (ATM Strategy & Analytics, Cash & Vendor Management), 2012 - 2015 Sr. Manager (Bank Direct Channels), 2010 - 2012

Manager (National Direct Bank), 2008 - 2010

Manager (Small Business Credit Card/Loans and LOC), 2006 - 2008 Sr. Associate (Small Business Card Customer Management), 2004 - 2006 Associate, 2003 - 2004

EDUCATION

Duke University, The Fuqua School of Business - Master of Business Administration Virginia Polytechnic Institute & State University - Master of Science in Operations Research Veermata Jijabai Technological Institute - Bachelor in Industrial Engineering

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