BANUPRIYA SADASIVAM
Bengaluru
Summary
Strategic financial services leader with 15 years of experience in retail lending, credit risk assessment, and organizational transformation. Led complex lending operations and business transformation initiatives within global banking environments. Influenced stakeholders and developed leadership communities to enhance performance and customer outcomes.
Overview
2
2
Languages
18
18
years of professional experience
Work History
Senior Team Manager – Complex Home Loan Operations
ANZ Support Services Pvt Ltd
12.2025 - Current
- Lead a complex home lending operations team supporting ANZ's premium broker proposition, managing high-value and complex mortgage applications.
- Lead operational delivery, workforce capability, and customer outcomes across a critical lending portfolio.
- Drove governance, operational performance, capacity planning, and risk awareness initiatives to enhance operational effectiveness.
- Established operating rhythms, governance forums, and escalation pathways to ensure operational resilience and service stability.
- Partner with Lending Operations, Capacity Planning, Quality, and Leadership teams to identify and mitigate operational risks.
- Led leadership development initiatives that strengthened succession capability within the business.
- Drive continuous improvement initiatives focused on productivity, service quality, and customer experience.
- Foster a culture of accountability, resilience, collaboration, and operational excellence.
Leadership Development Coach & Organizational Capability Partner
ANZ Support Services Pvt Ltd
10.2024 - 12.2025
- Selected into ANZ's flagship leadership development program to drive operational excellence, leadership capability, governance maturity, and sustainable business performance across Group Operations.
- Coached leaders across multiple business units, enhancing sustainable operating models and governance frameworks.
- Supported leaders through transformation programs with coaching, structured feedback, and leadership development.
- Facilitated leadership bootcamps, simulations, accreditation activities, and capability-building programs.
- Partnered with Leaders of Leaders, Line Managers, Capacity Planning, and Operations stakeholders to strengthen organizational effectiveness.
- Partnered with Leaders of Leaders, Line Managers, and Operations stakeholders to enhance organizational effectiveness and collaboration.
- Established Communities of Practice to drive knowledge sharing, foster collaboration, and promote continuous improvement.
Operations Leadership & Lending Transformation
ANZ Support Services Pvt Ltd
05.2014 - 10.2024
- Led lending assessment teams supporting Australian mortgage operations.
- Managed operational performance, quality outcomes, workforce capability, and customer experience.
- Managed operational performance, quality outcomes, workforce capability, and customer experience to achieve strategic objectives.
- Reduced Average Handling Time from 59 minutes to 25 minutes through process redesign and automation.
- Partnered with EY on implementation of the Amber Bravo operating model transformation.
- Established governance mechanisms, quality frameworks, operational controls, and reporting structures.
- Drove continuous improvement initiatives that enhanced productivity and operational effectiveness across lending operations.
- Cultivated expertise in mortgage credit assessment, lending policy, compliance standards, and customer outcomes to support business goals.
- Selected as part of the pilot Homeowners Lighthouse team supporting Mobile Lenders of Queensland.
Operations Specialist – Travel & Expense (Finance Operations)
Honeywell Technology Solutions Lab
03.2013 - 05.2014
- Acted as Subject Matter Expert for Honeywell's Global Travel Policy across APAC.
- Supported governance and compliance initiatives, ensuring operational oversight and adherence to policies.
- Analyzed spend audit reports to identify trends and inform decision-making for Global Sales Leadership Team.
Customer Care Coordinator – Collections & Loan Modifications
Ocwen Financial Solutions
10.2011 - 12.2012
- Facilitated mortgage collections by coordinating with clients and ensuring timely payments. and loan modification programs.
- Contributed to HAMP initiatives by providing support to customers facing financial challenges. and ELMPR initiatives assisting customers experiencing financial hardship.
- Acquired comprehensive knowledge of mortgage servicing practices. of mortgage servicing and customer remediation best practices. in mortgage servicing and customer remediation
Senior Customer Service Associate (ICICI UK Process)
Firstsource Solutions Ltd
02.2008 - 06.2010
- Assisted retail banking customers with service and operational processes, ensuring smooth transactions and customer satisfaction.
- Developed expertise in banking operations, customer experience, and stakeholder management, enhancing overall service delivery.
- Resolved customer inquiries via phone, email, and chat channels.
- Provided training and support to new team members on processes.
- Analyzed customer feedback to identify service improvement opportunities.
Education
Bachelor of Commerce (B.Com) -
EIILM University
BangaloreSkills
- Service Delivery
- Operational Excellence
- Change Management
- Process Controls
- Performance Management
- Continuous Improvement
- Operational Risk Awareness
- Risk, Governance & Resilience
- Succession Planning
- Stakeholder Management
- Executive Facilitation
- Capability Building
- Coaching & Mentoring
- Leadership & Transformation
- Escalation Management
- Recovery Readiness
- Talent Development
Personal Information
Title: Senior Operations Leader
Awards Recognition
Title: Senior Operations Leader
Languages
Tamil, English
First Language
Hindi
Elementary
A2
Timeline
Senior Team Manager – Complex Home Loan Operations
ANZ Support Services Pvt Ltd
12.2025 - Current
Leadership Development Coach & Organizational Capability Partner
ANZ Support Services Pvt Ltd
10.2024 - 12.2025
Operations Leadership & Lending Transformation
ANZ Support Services Pvt Ltd
05.2014 - 10.2024
Operations Specialist – Travel & Expense (Finance Operations)
Honeywell Technology Solutions Lab
03.2013 - 05.2014
Customer Care Coordinator – Collections & Loan Modifications
Ocwen Financial Solutions
10.2011 - 12.2012
Senior Customer Service Associate (ICICI UK Process)
Firstsource Solutions Ltd
02.2008 - 06.2010
Bachelor of Commerce (B.Com) -
EIILM University