Vice President
Wells Fargo
Total des années d'expérience :11 years, 11 Mois
• Led automation and capacity modelling initiatives for payments operations leveraging UI Path in process like - Automated clearing house, payment application testing etc. impacting ~0.5 Mn.
• Steered projects like knowledge manual and single screen creation in inbound Contact Center, for creating capacity thereby reducing average call time by 8 seconds.
• Planned & delivered Process Assessment trainings across Ops for identifying automation candidates.
• Strengthened product revenue generation cycle for:
o Inhouse new products by enabling speedy launch - 33% faster than deemed
o 3rd party products, by ensuring platform onboarding is completed in 1/3rd of the original turn around
• Reinforced compliance with research contributor agreements, by integrating customer entitlements and quotes in the pricing systems.
Sept’19: Feb’21- Supply Chain, Operations Manager
• Managed operations delivery for Canadian Retail Giant, handling a team of 25 team members
• Delivering Forecast Accuracy at ~80% and Allocation Accuracy at ~70% for various Business Units.
• Conceptualized and built COVID contingency tool for strategizing and predicting sales patterns to meet
pandemic impacted sales. Improved FA by 300 bps and AA by 200 bps impacting approx. $3 Mn
Oct’17: Aug’19 - Supply Chain, Business Excellence Associate Manager
• Handled 200+ FTE account, focusing on Client Relationship Management, Risk identification, Quality and
continuous improvement framework deployment across services
• Steered Intelligent Operations initiative pan India for Network Capability to enable measurable,
repeatable and predictable operations optimizing business outcome impact
• Network Deal Transformation
o Payment on Time improved from 93.5% to 95.2%, impacting $16.71 Mn & reduced Lead Time by 15 days
o Sustained quality outcome from 92% to 98.6%
• SLs and CSAT predictive models devised for a unique AI chatbot based Network and telecommunication
giant, improving CSAT by 150 bps and Service Levels by 100 bps with a prediction accuracy of 99%.
• Deployed Standard Quality Framework Tool Pan India for 52 deals, and designed Phase 2 blueprint
• Responsible for driving Continuous Improvement across Business Services - impacting metrics like CSAT,
Risk, Efficiency and Capacity Optimization to leverage labor arbitrage across business
• Devised & deployed Operating Rhythm framework in outbound call center, increasing efficiency by 8%
and reducing abandonment rate by 0.5%. C.45 FTEs realized across regions
• Identified RPA opportunity in Wealth Business Service, with external consultants to facilitate process
design & solution design document. RPA deployed across regions, with ~30 FTEs save.
• Conceptualized employee engagement program for LSS and Automation DNA building. 215 ideas
generated in 1.5 months, executed 60 ideas with 25 FTE savings
• Mentored Yellow Belt and Green Belt projects.
• Responsible for identifying and leading IB domain process improvement projects. Lead -
o Trade drafting optimization in equity derivatives space, improving STP by 20% leading to US$ 66K saves.
o Margins Controls - breaks reduction project: reduced exceptions by 25%, leading to US$ 38K saves.
o Mc Kinsey Lean framework: Improved the CSAT to 3.5 from 3.1, with overall USD$ 0.46M saves
• Transitioned Australian real estate business functions of 50+ FTE, enabling shared services.
• Lead global investment bank legal entity technological migration project between geographies by
designing test cases, conducting UATs, production deployment and supporting Go-Live
(PG)