stephen I.
Director-Level Operations & Transformation Leader | Enterprise Strategy & Execution | Regulatory Compliance & Risk Governance | Global Operations & Service Delivery | High-Performance Team Leadership |
Bengaluru
11+ years of work experience
Jun 20251 yr 4 mosPresent
Enterprise Operations & transformation leader with 18+ years of experience shaping strategy, transforming complex global operations and delivering measurable business outcomes across financial Services. Proven ability to own enterprise-wide agendas, build and scale high-performing teams, and translate strategic priorities into effective operating models, governance and execution.
Leads across Regulatory Compliance, Contact Centre Operations, Risk & Controls and Service Transformation, bringing a commercial, customer and outcome-focused mindset to complex challenges. Trusted advisor to senior executives, with a track record of simplifying organisations, strengthening performance and accountability, leveraging technology and delivering sustainable results.
Sep 20204 yrs 9 mosMay 2025
Leading a team of high performing individuals who assist in ensuring we meet our legal and regulatory obligations in both the host and target country jurisdictions globally. Ensuring that the team provides advice and guidance on cross border related queries raised by the business on the basis on FIMs applicable to country specific cross-border guideline(s), product offering guideline(s) and any other country guidelines available in the applicable cross-border tools(s). Managing & identifying new and significant risks to ensure that the businesses manage the regulatory risks effectively. Support Business Impact Analysis and Operations Readiness Assessment, evaluate results, give recommendations / solutions and action deliverables. Establish a strong risk culture amongst the teams to challenge status quo. Produced monthly RC OpCo/ExCo packs identifying risk trends and themes for senior stakeholders, strengthening governance transparency and escalation quality.
Feb 20182 yrs 7 mosAug 2020
Managed operations across North America Contact Centre processes (US & Canada) spanning voice, non-voice and digital channels (email/chat) with ~200 colleagues including team managers and frontline staff. Set performance strategy to achieve sales and CSAT/NPS outcomes for Conversational Banking teams, balancing customer experience and operational control requirements. Established a unified operating rhythm across stakeholders (Operations, Planning/WFM, QA and support partners), aligning on shared OKRs/KPIs and building dashboards to drive performance transparency across quality, complaints, chat concurrency, Voice of Customer (VoC), shrinkage and sales conversion. Take the lead in identifying gaps and opportunities by driving engagement across teams. Maintained compliance with external regulatory requirements, internal control standards and Group Compliance policy expectations. Drove a high-performance culture through structured people leadership, performance management and engagement.
Mar 20061 yr 2 mosApr 2007
Sep 20032 yrs 4 mosDec 2005
stephen’s AI Stack
Education
Bachelor of Arts, ENGLISH LANGUAGE AND LITERATURE/LETTERS
Indira Gandhi National Open University
Bachelor of Arts - BA, Art/Art Studies, General
bangalore university
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