Welcome to Brazen Careerist!

About Me

20+ years of consistent achievement in architecting and executing strategic, innovative operating and technical initiatives for Banks and Financial Services Industry; viz.Citibank, eBay, Eduweb Technologies, Reliance Mutual Fund.

Architected the monetization of ATMs, at the National Bank of Bahrain, Bahrain.

Pioneered the introduction of the Reliance Mutual Fund ATM Debit Card, a first for any Mutual Fund Company anywhere in the world. Architected the launch of Alternate Delivery Channels and managed the Alternate Delivery Channels at Reliance Mutual Fund, Mumbai, India.

Architected continuous improvement and quality management programs throughout the organization (Baazee.com now eBay). Results included a 30% increase in daily productivity and 60% increase in customer satisfaction.

Increased the Customer Satisfaction Scores at Citibank, Mumbai, India from 67% in 1995 to 76% in 1996, 90% in 1997 in a survey done by Gallup MBA.
Specialties:

Alternate & Remote Channels, Online Banking, Process Improvement & Automation, Project Management, Strategy, Business Management, Customer Service.

Work History

• Commercialbank
• Head - Electronic Banking Divn
• April 2008 to Present

• Strategic Role encompassing all electronic banking channels.
  1. Internet Banking [Retail & Corporate]
  2. SMS Alerts / notifications for Customer & Bank defined transaction events
  3. Mobile Banking
  4. ATM Channels
  5. Conversion of existing needs of Walk In Customers to Self Service 24 x 7 x 365 product offering. For e.g. Self Service Check Book printing service that delivers a check book at the ATM Kiosk within 90 seconds.
  6. Consistent Multi Channel Customer Experience and product Offerings.
  7. Multi Channel Marketing Campaigns, including E-mails.

  The Strategic Role combines with Operational Excellence & Delivery.

• National Bank of Bahrain
• Head - Call Center, Service Quality & BPR
• April 2004 to April 2008

• Project Managed the Internet Banking initiative for the National Bank of Bahrain, Bahrain;

  Architected the monetizing of ATMs thru' partnerships with TELCOs.

  Architected the planning, staffing, budgeting and operations of a National Call Center for the largest bank in Bahrain. Scope of responsibility included RFP initiation, vendor selection and management, project management.

  Architected the development and implementation of a CRM solution & an Online Knowledge Base, resulting in reduced customer wait times and complaint calls by 70%, and a measurable increase in sales lead conversions.

  Spearheaded Service Quality & BPR initiatives across 25 branches.
  Introduced continuous improvement and quality management programs throughout the organization. Results included a 25% increase in daily productivity.

• Reliance Mutual Fund
• Head - Customer Support Group, Channels
• September 2003 to March 2004

• Reporting to: The Chief Executive Officer (CEO), Mr. Amitabh Chaturvedi.

  Full responsibility for the strategic planning, development and leadership of the Customer Service Function. Scope of responsibility was diverse.

  Architected the development of Alternate Delivery Channels viz. the set up of the National Call Center, e-Commerce website and Mobile platform access for this $8000 million Assets Under Management (AUM) Mutual fund company.

  Architected the planning staffing budgeting, MlS and administration through a 6-person management team. Managed the back office operations through an outsourced Service Partner.

  Strategic Accomplishment: Pioneered the introduction of the Reliance Mutual Fund ATM Debit Card, a first for any Mutual Fund company anywhere in the world.

• Eduweb Technologies
• Head - Operations
• December 2001 to September 2003

• Leadership, Architecting and implementing business strategies, among other initiatives.
  Conceptualizing and launching new products.
  Business Development Strategies to achieve business objectives and profitability targets.
  Revenue and Expense Management.
  People Management, & Training.
  Liaise with Clients, Government authorities and regulators.

• Corporate Consultants (I) Pvt. Ltd.
• Business Analyst - Banking
• September 2001 to December 2001

• Deputed to the Commercial Bank of Kuwait, Kuwait by Corporate Consultants (India) Ltd.

  Business Analysis of the Banks, processes and procedures which feed into the Central Bank Reporting requirement.

  Conceptualized and developed an application to automate the entire Central Bank Reporting Requirements.
  (Moved on, as the ERP Project, post the Scoping exercise was abandoned due to the redundancies that would arise with Local Staff).

• ebay India (formerly Baazee.com (India) Pvt. Ltd.)
• Head - Operations, Logistics & Customer Service
• October 2000 to August 2001

• Reporting to the:Chief Executive Officer, Mr. Suvir Sujan.

  Directed the planning, staffing, training and operations of the Customer Service Function for this multi city auction site.

  Scope of responsibility included management of the Operations and Logistics functions. Managed a staff of 16 through one Direct Report.

  Introduced continuous improvement and quality management programs throughout the organization. Results included a 30% increase in daily productivity and 60% increase in customer satisfaction.

• Citibank
• Regional Customer Service Manager - Western Region
• October 1997 to June 1999

• Call Center Management & Customer Service.
  Seconded for 2year period to Citicorp Credit Service India Ltd.
  Managed 5 Cities in Western India.
  Managed a Unit of 94 officers with 13 Direct Reports at Mumbai and 19 Indirect Reports across the 5 cities.

  Budgeting and Expense Management
  People and Performance Management
  Customer Relationship and Franchise Management
  Revenue Generation. (Sales)
  Capacity and Succession Planning
  Recruitment, Training, Retention

  Technology Solutions, designing of specs, documentation of business processes and initiating new business processes to reflect the new requirements of Citibank Clients.

  Strategic Accomplishment:Spearheaded cost-reduction initiatives that reduced courier costs by US$100M.

• Citibank
• Assistant Manager
• October 1993 to September 1997

• Citibank
• Banking Assistant
• October 1986 to September 1993

• Indian Overseas Bank
• Clerk
• January 1984 to October 1986

Education

• Indian Institute of Quality Management, Jaipur
• 2002 - 2002

• ISO 9000 for Call Centres Certification

• Ministry of Communication & I.T. Govt. of India
• 2002 - 2002

• Certified Internal Information Security Auditor BS 7799/ISO17799 (CIISA)

• Silicon Chip Technologies
• 2000 - 2000

• Certificate Course in HTML, DHTML, JavaScript and Java

• Yash Consultancy
• 2000 - 2000

• Certificate course in C, C++, OOPS

• Asset International - Oracle Education Partner
• 1999 - 1999

• Certificate Course in Oracle 8 & Dev.2000

• Oracle Software India - Education Cente
• 1999 - 1999

• Oracle Certified Master in Oracle Financials v.11

• University of Bombay
• Bachelor of Commerce, Financial Management & Accountancy
• 1979 - 1984