Chennai, Tamil Nadu, India
Accomplished Financial Services executive with over two decades of leadership across Citigroup, ICICI Bank, Max New York Life Insurance, Cholamandalam Insurance, driving Analytics & AI, Risk & Controls Automation, Campaign Management, Data & Reporting, setting up large GCC teams at the intersection of analytics, technology & risk/compliance/controls. Proven-track of spearheading transformation, combining analytics expertise with technology and program execution excellence to turn complex operating environments into measurable business advantage. Specialisation in driving transformation mandates including setting up of analytics team grounds up to managing execution with compliance adherence.
- Set up a centralized Controls Monitoring & Testing automation team to support regulatory remediation commitments for global businesses and functions. - Owned strategic planning and execution across people, process, and technology; established vendor SOWs to support rapid hiring and third-party governance. - Implemented AI solutions and autonomous agents leveraging AI-forward platforms to drive efficiency & productivity - Key SME to Citi’s AI strategy for the Operating model & Artificial Intelligence initiative, designing 75 AI agents across the M&T lifecycle with a 35% efficiency target. - Led the Analytics leadership workgroup focused on hiring and onboarding multiple analytics vendors to broaden hiring channels.
- Set up end-to-end campaign management capabilities covering Campaign creation, fulfillments, performance analysis, and business analytics for 17 Asia and EMEA countries. - Scaled the analytics and reporting function in India to more than 250 resources while owning strategic planning and execution across staffing, process, and technology. - Represented analytics function in country Buyer meetings with senior stakeholders, to address any buyer queries on Analytics function & capabilities, as the Asia & EMEA analytics lead covering Regional & global teams during Asia Franchise exit impacting 13 countries. - Led multi-city teams of data and business analysts across complex stakeholder environment
Functional Testing Strategy & Execution with FTE & Vendor based model covering multiple regions in NAM and Asia and running the biggest Citi Tech rollout to standardize Data Layer - Led Citi’s largest Technology program rollout “Rainbow” to create single foundational Datawarehouse layer and managed the Functional testing for Core Banking & Investment Banking applications for Asia & EMEA markets. - Strategized the Test Strategy & Test Plans for large scale SIT/UAT Programs covering multiple regions in NAM & Asia. - Setup offshore Vendor teams of 200 resources & ensured process adherence & compliance across testing groups - Forecasted resourcing, planned staffing allocation, and managed defect and root-cause analysis with SLA-based closure and escalation discipline.
Credit Lead managing large CPA and Direct Staff for managing credit decisioning of Credit Card Applications from 5 cities in North India. - Led credit evaluation and decisioning for consumer credit card applications across North India. - Managed large CPA teams and ensured adherence to credit underwriting policy, accuracy and overall TAT’s - Managed customer service support for fast-track applications and escalations. - Owned management dashboards for key business metrics & oversaw verification agencies & CPA compliance
Led Delhi Branch Operations for General Insurance products covering policy review and issuance for Non-Medical Insurance products. - Led Delhi branch operations for general insurance products, including policy review and issuance for non-medical insurance lines. - Improved customer experience within the scope of responsibility and supported journey simplification efforts. - Set up the customer service division to manage walk-in customers and telephonic queries.
Founder Team Member of Max Insurance Gurgaon, led New Business Underwriting for Life Insurance Nonmedical Policies & managed Customer Service Strategy for the brand. - As a founder team member at the Gurgaon branch, led new business underwriting for life insurance non-medical policies and customer service strategy - Collaborated with stakeholders to identify product, process, and brand improvements at branch level - Synthesized fact based, data driven customer experience opportunities across appropriate Customer Advocacy departments based on initial findings