akshay kotian

• Lead enterprise-wide BPM initiatives, developing SOPs, policies, and procedures in collaboration
with business units to drive process standardisation and operational excellence across the
organisation.
• Manage the Quality Management System (QMS) and Total Quality Management (TQM)
framework in alignment with ISO 9001 standards, supporting certification readiness and
sustaining long-term quality disciplines.
• Serve as internal quality consultant to cross-functional teams, identifying process gaps,
mapping end-to-end customer journeys (As-Is to To-Be), and implementing targeted
improvement initiatives.
• Plan and execute internal quality audits, presenting findings and recommendations to senior
leadership and partnering with teams to remediate gaps and improve process compliance.
• Establish complaint management workflows and root cause analysis (RCA) processes to resolve
issues, prevent recurrence, and reinforce client trust.
• Driving digital transformation and process simplification across departments, embedding
automation and continuous improvement to enhance client experience and scalable service
delivery.
• Define and monitor SLAs and KPIs; develop and publish an organisation-wide QA newsletter to
promote quality culture and communicate improvement milestones.

• Led cross-functional projects end-to-end, ensuring delivery within scope, timeline, and budget;
managed full documentation including charters, RAID logs, and change requests in compliance
with PMO standards.
• Directed project planning, risk and issue management, and executive stakeholder reporting;
chaired governance meetings and implemented proactive risk mitigation strategies.
• Coordinated with internal departments and third-party vendors to align project goals with
business and technical requirements, maintaining clear communication and expectation
management throughout.
• Monitored project KPIs and conducted post-implementation reviews to capture lessons learned
and embed continuous improvement into delivery frameworks.
• Managed project budgets and resource allocation across concurrent initiatives, ensuring cost
effective delivery and optimal utilisation of internal and external resources.

• Achieved 30% process automation and 20% reduction in operational costs through end-to-end
process analysis, re-engineering, and RPA collaboration; reduced manual effort by 25% across
key workflows.
• Designed and implemented a Continuous Improvement (CI) framework, delivering a 15% uplift
in process efficiency and measurable improvement in customer experience.
• Conducted As-Is / To-Be gap analysis, developed SOPs, process maps, and user stories;
leveraged Power BI to track KPIs and support data-driven decision-making.
• Implemented GRC measures ensuring adherence to company policies and industry regulations;
collaborated with IT and process owners on system upgrades and quality initiatives.
• Facilitated cross-functional workshops and stakeholder interviews to elicit requirements,
validate process designs, and secure leadership buy-in for transformation initiatives.
• Mentored junior team members, fostering a culture of continuous improvement, quality
ownership, and knowledge sharing across the department.

• Reconciled daily credit and debit card settlements (VISA, Mastercard, Diners), achieving 100%
accuracy and eliminating backlogs; managed suspense accounts and general ledger entries.
• Conducted RCA to reduce settlement errors by 15%; supported UAT and regression testing for
new system rollouts ensuring seamless deployment with minimal disruption.
• Prepared daily, weekly, and monthly reconciliation reports for management, maintaining a full
audit trail and supporting internal and external audit requirements.