Headline

Driving efficiency in project management | AVP at TransUnion | Expertise in customer success frameworks amp; business transformation | 20+ years in project governance amp; program management

About

I’m someone who thrives on transforming ideas into reality through effective project management. With over 20 years in program and project management across various sectors like banking and financial services, Ive learned that at the heart of every successful project is a team united by a common goal. My journey has taken me from managing complex processes at RBS to driving customer success at TransUnion—each role has shaped my understanding of what it takes to deliver meaningful results. In my current role as AVP at TransUnion, I lead cross-functional initiatives that have not only improved customer satisfaction scores by 30% but also streamlined our operational processes significantly. Prior to this position, I served as AVP of System amp; Process Excellence at IIFL Home Loans where I implemented strategies that reduced processing time by 25%, enhancing our service delivery. My experience spans from governance and risk management to strengthening PMO frameworks—each step has been about aligning business goals with practical execution. While working at IndusInd Bank as AVP of Strategic Initiatives amp; Planning, I managed several high-impact projects that resulted in a 15% increase in operational efficiency within just one year. Outside of work, Im passionate about continuous learning and often engage with local business forums to share insights on best practices in project management. I believe that sharing knowledge not only enriches us personally but strengthens our professional communities as well. If youre interested in discussing project strategies or exploring collaboration opportunities, feel free to reach out via email. Im always eager to connect with fellow professionals who are equally passionate about driving change! Skills: - Project Management (PMP® Certified) - Business Transformation - Operational Excellence - Process Re-engineering - Risk Management - Regulatory Compliance

Location

New Delhi

AI stack

Microsoft Copilot

Work experience

AVP – Customer Success Management, CI Support | TransUnion CIBIL at TransUnion, Jul 2024 - Present · 2 yrs 4 mos, Gurugram, Customer Success Management amp; Strategic Execution: Championed the adoption of customer success frameworks across 100% of member banks, NBFCs, and other Credit Institutions (CIs), exceeding product adoption targets and strengthening regulatory compliance. Cross-Functional Project Management: Orchestrated collaboration across Project Management, Operations, IT, Sales teams, and Credit Institutions to deliver 15+ concurrent customer success initiatives while maintaining SLA adherence above 95%. Process Optimization amp; Customer Journey Transformation: Analyzed 100+ customer application journeys, identified operational bottlenecks, and implemented process improvements that reduced average resolution time from 30 days to approximately 5 days. Regulatory Reporting amp; Process Re-engineering: Streamlined regulatory reporting templates for five NBFCs, reducing document preparation steps from 15 to 7 and eliminating duplicate data entry for compliance officers. End-to-End Project Delivery amp; Service Excellence: Delivered and closed 11 end-to-end projects, achieving over 98% SLA adherence across service delivery, product quality, and client satisfaction. Workflow Automation amp; Operational Efficiency: Implemented automated dispute-mapping journeys for daily customer records, eliminating approximately 10–12 hours of manual review each week.

AVP - System & Process Excellence at IIFL Home Loans, Feb 2023 - Jul 2024 · 1 yr 6 mos, Gurugram, • Strategic Program Management amp; Business Transformation: Partnered with the Head of Customer Service and Operations to execute strategic transformation programs, aligning 10+ workstreams with organizational objectives and delivering initiatives within approved budgets and timelines. • End-to-End Project Lifecycle Management: Managed the execution lifecycle of eight concurrent digital transformation and process improvement initiatives, including WhatsApp Revamp, IVR Automation, ZOHO CRM Overhaul, Chatbot Redesign, Ops BRM Logic, and Customer 360. • Process Re-engineering amp; Operational Excellence: Streamlined customer service processes and optimized digital customer journeys, improving operational efficiency by 37% and enhancing first-contact resolution performance. • Customer Experience Management amp; Performance Optimization: Implemented Net Promoter Score (NPS) and Customer Satisfaction (CSAT) measurement frameworks, increasing customer satisfaction scores by 12.96 percentage points within nine months through targeted process and technology interventions. • Business Continuity Management (BCM) amp; Risk Mitigation: Developed and maintained business continuity plans for Customer Service and outsourced BPO operations, incorporating Business Impact Analysis (BIA), recovery strategies, and Recovery Time Objective (RTO)/Recovery Point Objective (RPO) planning, achieving 100% audit compliance. • Disaster Recovery amp; Operational Resilience: Directed recovery testing, Work Area Recovery (WAR) exercises, crisis management drills, and PRI line rerouting to validate continuity readiness across 100% of critical customer service functions.

AVP - Strategic Initiatives & Planning at IndusInd Bank, Feb 2015 - Feb 2023 · 8 yrs 1 mo, Gurgaon, Haryana, India, • Strategic Initiatives amp; Project Governance: Collaborated with the Head of Operations and Chief Administrative Officer to execute strategic, operational, and transformation initiatives, providing governance visibility across 20+ concurrent business-as-usual (BAU) and project workstreams. • PMO Governance amp; Performance Monitoring: Established a Project Management Office (PMO) governance framework incorporating project tracking, management dashboards, and senior leadership reporting to improve visibility into project performance, benefits realization, and budget adherence. • Regulatory Compliance amp; Stakeholder Management: Led Aadhaar Enrolment and Update Centre governance initiatives, achieving 100% of mandated targets across the banks network and contributing to the UIDAI Best Private Bank Award in 2018. • Vendor Risk Management amp; GRC Implementation: Piloted a Vendor Management Solution using RSA Archer Governance, Risk and Compliance (GRC), creating a centralized repository for vendor lifecycle and outsourcing activities and enhancing vendor compliance by 30%. • Business Process Automation amp; Digital Transformation: Automated and streamlined the MyIdea portal workflow from SharePoint to a dedicated application, increasing employee participation in idea campaigns by 35% and enabling real-time Recognition amp; Rewards (Ramp;R) dashboards for the Chief Operating Officer (COO). • Workflow Optimization amp; Service Delivery Improvement: Architected centralized service desk workflows using BMC Remedy across Facilities, Administration, Procurement, and Stationery, reducing average ticket turnaround time by 28% and standardizing request handling for more than 25,000 employees.

Projects & Business Administration Manager at RBS India Development Centre, Oct 2005 - Aug 2013 · 7 yrs 11 mos, Gurugram, • Project Management amp; Infrastructure Delivery: Delivered infrastructure enablement projects to establish finance-function workspaces for 1,800 employees across five refurbished floors, completing the program seven weeks ahead of schedule and generating INR 7 lakh in cost savings. • Cross-Functional Project Coordination amp; Business Operations: Supported the Head of Operating Management, Chief Administrative Officer, and Business Managers in coordinating business-as-usual (BAU) operations and project requirements across Projects, Transitions, Change Management, Technology, HR, Risk, and Business Continuity Management (BCM). • Resource Planning amp; Cost Centre Management: Managed headcount and cost-centre processes to strengthen workforce visibility, resource planning, and cost control for finance and operations leadership.• Process Optimization amp; Transport Operations: Standardized the Transport Operating Model by rationalizing 23 shifts into four standard shifts and redefining transport zones and safety policies to improve employee commuting efficiency and regulatory alignment. • Business Continuity Management amp; Digital Solution Implementation: Conceptualized and implemented the TAIYAAR business continuity tool for GFS India, managing the initiative from ideation through full rollout and earning RBS Business Services Bronze Ovation recognition. • Business Continuity Planning amp; Disaster Recovery: Managed end-to-end Business Continuity Planning (BCP), Disaster Recovery (DR), and Work Area Recovery (WAR) governance for critical finance functions, including Business Impact Analysis (BIA), recovery testing, and audit remediation .• Team Leadership amp; Global Stakeholder Coordination: Directed a team of 8–10 resources and coordinated with Finance teams across the UK, Singapore, and Poland to support seamless transition delivery and adherence to quality assurance standards and Standard Operating Procedures (SOPs).

Education

Post Graduate Program in Management Studies, NA, Prin. L.N. Wellingkar Institute Of Mgt. Develop

Bachelor of Commerce (BCom), Commerce, Mumbai university