Headline

Delivery Lead | Operations & Banking Leader | Driving Digital Transformation, Process Excellence & Automation

About

I am a result-driven professional with 20 years of experience across Banking & Financial Services, Project Execution, Product Management, Operations, Process Excellence, Compliance, and Customer Service in large-scale backend and organizational environments. Over the course of my career, I have taken on diverse leadership roles including Delivery Lead, Operations Lead, Product Manager, and Project Manager, driving end-to-end ownership of business outcomes. I bring deep expertise in the banking sector, with strong understanding of financial operations, regulatory compliance, risk frameworks, and customer lifecycle management. Currently, I am associated with WebileApps Pvt Ltd, and have previously contributed to organizations such as ICICI Bank and KFin Technologies, gaining strong domain expertise in financial services and technology-driven operations. I specialize in translating strategy into execution, leading transformation initiatives, and delivering operational excellence through structured and scalable approaches. Key Achievements: * Reduced risk exposure by 90% through strengthened process controls and compliance frameworks * Set up digital loan disbursement processes, improving turnaround time (TAT) by 80% * Led automation initiatives resulting in up to 70% cost reduction and improved operational efficiency My expertise lies in process optimization, automation-led improvements, SLA/KPI management, and strengthening risk & compliance frameworks, consistently delivering measurable business outcomes. I bring strong experience in Business Process Management (BPM), change management, stakeholder engagement, and process transitions, with a focus on building scalable and high-performing operational models. As a people leader, I am passionate about mentoring teams, driving performance culture, and fostering collaboration in fast-paced, dynamic, and multicultural environments. I thrive on solving complex business challenges, driving continuous improvement, and creating measurable impact across the value chain. Lets connect at imrosefatima@gmail.com

Location

Hyderabad

AI stack

claude code

Work experience

Delivery Unit Lead at WebileApps (India) Pvt. Ltd. (A KFin Technologies company), Jun 2025 - Present · 1 yr 5 mos

Chief Manager product, Compliance,Process at ICICI Bank, Nov 2022 - May 2025 · 2 yrs 7 mos, India,  Shouldered responsibilities for business deliverables through strategic partnership tie-up with e-commerce companies / Fintech / Corporates / NBFC and so on  Implemented acquisition strategy to identify strategic partners  Designed digital lending product propositions  Directed team of Product Managers and managed key partners and internal teams for digital lending solutions  Worked in conjunction with Process & compliance, Policy, Technology, Data science team for timely execution  Supervised portfolio quality and ensured corrective actions  Collaborated closely for Production & development of API for lending as a Service  Responsible for project planning, initiation, tracking, monitoring and execution of the projects through Agile & Jira tools  Accountable for identifying the risk and take appropriate action thru out the project life cycle.  Identify significant project milestones/roadmaps and stages to develop a high-level project plan.  In depth process design and re-engineering with core focus on automated controls, data integrity & end to end digital transition  Engage with Legal and Compliance, Policy team to discuss key process update as per regulatory guidelines  Review of credit policies, operations and risk/loss mitigation procedures, product guides and align with all

Chief Manager Operations at ICICI Bank, Apr 2022 - Nov 2022 · 8 mos, India,  Leading end-to-end operations of working capital and managing a team size of 50  Possessing insightful knowledge of product from account opening, loan sanctioning, document scrutiny, to disbursement including storage and retrieval of Loan applications  Steering complete documentation and KYC verification as per the checklist in an accurate manner  Addressing service requests & escalations raised by branches or by the business team within the stipulated TAT to ensure maximum customer satisfaction  Preparing dashboards/MIS reports to the senior management for business analysis and forecasting  Implementing cost reduction initiatives to enhance the overall profitability of operations  Spearheading back-end processes to increase operational efficiency and reduce TAT  Liaising with multiple branches and regional processing centres for authentication and smooth processing of requests in a timely manner as per the SLA  Conducting activities to synergize and eliminate multiple stakeholder roles  Performing internal audit functions within the department as required; rendering support to decentralised ops audit, branch operation audit and branch quality audit to ensure successful ratings overall  Conducting root cause analysis of various loss events & breaches and implementing controls to prevent repeat occurrence of the same; drafting records of events  Piloting risk assessment and organizing relevant key risk indicators and credit evaluation models; formulating & executing action plans accordingly  Directing compliance test plans and providing recommendations accordingly  Training team to improve competencies; monitoring tasks and creating metrics to measure the growth & performance  Governing the vendor management related activities for better customer service & operation efficiency  Managing BCP planning in order to avoid customer impact as & when required

Senior Manager operations at ICICI Bank, Apr 2019 - Mar 2022 · 3 yrs, Hyderabad, Telangana, India

Deputy Manager Operations & customer support at KFin Technologies Ltd., Apr 2013 - Feb 2016 · 2 yrs 11 mos, Hyderabad, • Monitoring service delivery logs on mail back reports triggers • Tracking email query resolutions thorough Work flow system • Ensure data quality and timely delivery of all reports to distributors • Analyze distributors queries to identify process GAP’s thereby define proposed solution • Responsible for Mutual Fund transactions reported by distributors online • Liaison with Quality / Audit team for clearing pendency if any to complete transaction processing cycle • Liaison with technology team for development of new facilities to distributors • Updating / Review on KRAs with team members • Document distributors feedback by conducting online survey • Regular review on website features in accordance with client requirements • Managing MIS to take control process – daily basis • Supporting internal project team in preparing Ranking reports, Market size report • Supporting distributors on various recon process – Transaction, AUM and Brokerage • Review on mail back reports in specific to Special Products – SIP’s, STP, SWP • Liaison with internal processing / service teams on transaction processing and query resolution  Chosen as first point of contact for presenting department review to Senior Management – Monthly  Communicate with the clients regularly to ensure quality of product and service

Assistant Manager Ops & customer support at KFin Technologies Ltd., Jan 2010 - Mar 2013 · 3 yrs 3 mos, Hyderabad, Telangana, India, Executive operations & customer support

Back Office Executive at Way2Wealth Brokers Pvt. Ltd., Dec 2006 - Dec 2009 · 3 yrs 1 mo, Hyderabad Area, India,  The products serviced include Mutual Funds, Direct Equity, and PMS.  Processing the trades after finalization and receipt of confirmed trades from RTAs, Depositories & Exchanges  Handling the functions/processes of mail back, porting, uploading, reporting, reconciliation and presentation of data and MIS related to the above products/instruments. Preparation of MIS, documentation and analysis to suggest feasible recommendations for improvements to the process. Implement and analyze data to create daily, weekly, monthly, and quarterly reports  Extensive coordination with Internal and external parties like Registrar and Transfer Agency (RTA), Banking and Brokerage teams of different mutual funds, Collating data across different segments and time periods and conducting analysis for data representation for the purpose of client performance measurement and MIS and presenting the reports in the required formats.  Generate and process accurate Client Portfolio Statements and Adhoc reports at regular intervals.

Customer Support at HDFC Bank Limited, Nov 2005 - Oct 2006 · 1 yr, Hyderabad Area, India,  Handling the calls of investors related to Mutual fund investments and resolving customer issues within TAT  Providing appropriate information regarding daily NAV/Market update to the investors.  Preparing day to day MIS reporting to the Main branch regarding the mutual fund investments  Team leading & Training the team.

Education

M.com, Commerce, Osmania University

Bachelor of Commerce (B.Com.), commerce, Osmania University