Catherine Stephen
Associate Director
Bengaluru,KA
Summary
Accomplished leader with over 18 years of experience across Banking, Audit, and Shared Services, specializing in Enterprise Data and Insights, Customer Experience (CX) management, operational efficiency, and change management. Renowned for driving transformation outcomes through innovative strategies, Six Sigma methodologies, and collaborative leadership. Adept at orchestrating CX projects, optimizing processes, and enhancing service delivery to align with industry standards. Proven ability to cultivate high-performing teams and deliver exceptional customer-centric solutions across diverse business functions.
Overview
20
20
years of professional experience
2006
2006
years of post-secondary education
4
4
Certifications
Work History
Associate Director
Firstsource Solutions Limited
10.2024 - Current
- Program led the design and execution of a unified enterprise data model integrating Systems of Record, Data, Intelligence, and Engagement, aimed at serving C-suite, senior leadership, and business unit heads with a trusted, single source of truth.
- Led the transformation from fragmented reporting and data silos into a centralized KPI Catalog, streamlining report governance, standardizing metric definitions, and enhancing executive decision-making.
- Acted as the data custodian, aligning data strategy with organizational objectives while navigating complex stakeholder dynamics and strategic shifts in operating models.
- Directed end-to-end vendor management processes including RFP creation, technical evaluations, contract negotiations, and onboarding to scale delivery for data programs.
- Championed a strategic shift in the organization's understanding of data—from static reporting to actionable intelligence—through cross-functional workshops and strategic conversations with senior stakeholders.
- Collaborated with Sales and Marketing teams to evaluate, onboard, and implement a sales enablement platform to drive productivity and insights.
- Mentored and coached Management Trainees and interns on data strategy, product thinking, and enterprise data architecture.
Service Management Lead
KPMG Global Services Limited
09.2021 - 07.2024
- Conceptualized and led incubation of Service Management and MI Services at KPMG Global Services, aligning operational functions with firm's UK strategy, resulting in 20% increase in service KPI performance and cost efficiency alignment with strategic objectives.
- Drove delivery of process improvement initiatives, embedding controls in services to ensure alignment with strategic compliance and budget, leading to 5% reduction in operational costs.
- Through mentoring and facilitating cost-efficient digital solutions, such as Power Tools, SQL, and VBA, ensured timely and quality-driven processes, resulting in 50% decrease in processing time.
- Crafted and disseminated solution-oriented visuals to stakeholders, providing clarity on complex issues, leading to 25% improvement in stakeholder understanding and decision-making efficiency.
Regional Service Manager
Diageo Business Services India
01.2018 - 01.2021
- Spearheaded stakeholder management initiatives as pivotal member of Europe/Corporate/ISC team, facilitating seamless collaboration between markets and Global Business Operational (GBO) Shared Service Centre, resulting in 30% increase in cross-functional alignment.
- Led comprehensive stakeholder service surveys and conducted regular service reviews, driving accountability and continuous improvement, leading to 20% enhancement in service quality metrics.
- Orchestrated transition of service management function for Europe, Corporate, and International Supply Chain from Budapest to Bangalore, ensuring operational excellence and effectively managing associated risks, resulting in 20% reduction in transition-related disruptions.
- Implemented process efficiencies through tools like Service Improvement Plans and Service Development Plans, contributing to 15% increase in operational effectiveness and driving continuous improvement, while safeguarding interests by integrating risk and compliance considerations into senior stakeholder communication.
Operations Manager (held various positions)
ANZ
06.2006 - 12.2017
- Implemented operational strategies resulting in significant reductions: 92% decrease in turnaround times and 17% reduction in escalations.
- Led teams to achieve outstanding results through process optimisation and strategic innovation, enhancing operational efficiency and excellence.
- Demonstrated proficiency in risk management by effectively identifying and mitigating operational risks, ensuring compliance and safeguarding organizational interests.
- Delivered tangible value through workforce Optimisation, driving performance standards and enhancing operational effectiveness in competitive retail banking landscape.
Analyst
Flextronics
05.2005 - 06.2006
- Financial Analyst for APAC
Education
Bachelor of Commerce -
Mount Carmel College
Skills
Process improvement expertise
Accomplishments
- Program led the enterprise-wide shift to a unified data model and KPI catalog, transforming siloed reporting into an intelligence-driven ecosystem for C-suite decision-making and scalable delivery.
- Pioneered the establishment of Service Management and Compliance functions at KPMG, enhancing operational efficiency and regulatory adherence for Operations Excellence Hubs services driving an annual cost save £2million.
- Led the in-house transition of third-party operations, including MI and Analysis, at Diageo, resulting in substantial cost savings and improved data insights.
- Received prestigious CEO award at ANZ for exceptional leadership, achieved notable reductions in escalations (17%) and turnaround time (92%), and spearheaded process transitions, driving measurable enhancements using six sigma methodologies in operational excellence and organizational efficiency.
Certification
AGILE and Prince2 Training - 2021
Timeline
Associate Director
Firstsource Solutions Limited
10.2024 - Current
Service Management Lead
KPMG Global Services Limited
09.2021 - 07.2024
Regional Service Manager
Diageo Business Services India
01.2018 - 01.2021
Operations Manager (held various positions)
ANZ
06.2006 - 12.2017
Analyst
Flextronics
05.2005 - 06.2006
Bachelor of Commerce -
Mount Carmel College
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