Deepti Pillai

Operations & Process Management
• Directed daily operations for a large multi-staff site, maintaining accurate documentation and full compliance with internal
and external standards across all service lines.
• Built and continuously refined Standard Operating Procedures (SOPs) to reduce processing errors and improve service
turnaround, supporting consistent quality and audit readiness.
• Identified workflow inefficiencies across departments and implemented corrective measures that improved cross-functional
productivity.
• Prepared and presented daily, weekly, and monthly performance reports and KPI dashboards to senior leadership, directly
informing operational decisions.
• Maintained a consistent record of zero compliance findings across annual review cycles by enforcing internal policy and
external regulatory standards.
• Conducted KYC verification and customer due diligence as part of core banking operations, ensuring accuracy and full
regulatory compliance using Finacle core banking software.
• Partnered with IT, Finance, HR, and external vendors to resolve escalated issues and keep operational infrastructure running
without disruption.
• Introduced Microsoft 365, Microsoft Copilot, and AI productivity tools to streamline reporting and digitise documentation
workflows.
Customer Service & Stakeholder Management
• Served as primary point of contact for customer queries and complaint escalations across phone, email, and WhatsApp,
consistently resolving issues to a positive outcome.
• Drove client acquisition and onboarding alongside core operational duties, building long-term client relationships that
supported branch business goals.
• Built and maintained strong working relationships with key clients, vendors, and internal stakeholders, balancing service
quality with operational priorities.
• Partnered with product, compliance, and service teams to ensure consistent, joined-up delivery across all customer-facing
and operational functions.
Administration & Office Management
• Owned end-to-end office administration: correspondence, records management, scheduling, and procurement coordination
for the site.
• Managed facilities to ensure all operational areas remained adequately resourced, maintained, and audit-ready.
• Maintained confidential records and document management systems with strict version control and access governance.
• Coordinated logistics for internal meetings, audits, inspections, and cross-functional projects from planning through follow
up.
• Tracked operational expenditure against budget, flagging variances to management to support cost control.
Team Leadership & Workforce Management
• Led and developed a multi-function team of 20 employees, building accountability and sustaining high performance over
multiple years.
• Managed workforce planning, shift scheduling, leave administration, and day-to-day HR coordination through digital
workforce management systems.
• Recruited, inducted, and trained new hires through a structured induction process, supporting faster alignment with
operational standards.
• Resolved team conflicts and performance issues through structured, policy-aligned people management.
• Mentored junior staff through coaching and feedback, supporting several into expanded responsibilities.
• Received multiple internal performance awards for operational leadership and team delivery.