Deepa Nair
Executive Director - Digital Servicing
Chennai
Summary
I lead the global digital servicing strategy, transforming customer engagement across multiple markets. With over 24 years of experience in the financial services sector, I drive innovation and digital excellence, ensuring alignment with our broader strategic goals. In my role, I oversee a highly skilled team, guiding the design and implementation of cutting-edge digital solutions that enhance customer experience, improve operational efficiency, and contribute to business growth. My leadership has resulted in the successful launch of numerous digital services, boosting customer satisfaction while delivering significant cost savings.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
SVP - Hive Lead -Digital Servicing
Standard Chartered
4 2024 - Current
- Driving global digital transformation across multiple countries, enhancing customer experience and optimizing service delivery.
- Leading initiatives to increase operational efficiency, reducing process bottlenecks and improving service speed and quality.
- Developing and implementing digital solutions that enhance customer experience, contributing to increased customer acquisition and market expansion.
- Strengthening customer loyalty and engagement through innovative digital solutions, boosting retention and lifetime value.
- Collaborating with cross-functional teams to implement scalable digital servicing models aligned with business growth objectives.
VP - Hive Lead - Digital Servicing
Standard Chartered
04.2022 - 03.2024
- Collaborated with key stakeholder to develop and execute strategic initiatives aligned with long-term business goals, fostering collaboration and sustainable growth.
- Led cross-functional teams to deliver major projects, achieving significant gains in operational efficiency and customer satisfaction.
- Ensured continuous regulatory compliance by implementing robust internal controls and proactive monitoring systems.
- Transformed the customer experience by designing and executing service improvement programs that elevated customer satisfaction and loyalty.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
AVP- Product Owner - Digital Servicing
Standard Chartered
03.2016 - 03.2022
- Contributed to retail transformation journey, focusing on driving accelerated growth through a revamped servicing model.
- Led initiatives to enhance client experience, ensuring alignment with the bank's strategic vision of "Developing leading retail digital capabilities across our footprint."
AVP - Core Banking Implementation Conversion
Standard Chartered
09.2010 - 02.2016
- Oversaw seamless conversion and migration of data from source system to destination system, ensuring data integrity and accuracy.
- Developed and implemented a comprehensive reconciliation plan and strategy for all conversion activities.
Senior Manager Business Transformation (Consumer Banking Operations)
Standard Chartered
03.2008 - 08.2010
- Spearheaded initiatives to enhance process efficiencies across organization, identifying areas for improvement and implementing best practices.
- Led automation projects that streamlined operations, resulting in reduced manual effort and increased productivity.
- Managed cross-functional teams to drive project execution, ensuring alignment with strategic objectives and timely delivery of results.
- Monitored project performance and provided actionable insights to stakeholders, fostering culture of continuous improvement and innovation.
Business Relationship Manager (Country Technology Team)
Standard Chartered
11.2006 - 02.2008
- Responsible for relationship and service management, ensuring the enhancement, availability, performance, and security of applications utilized by the Global Shared Service Centre.
Manager - Service Analysis & Support
Standard Chartered
1 2002 - 11.2006
- Developed and implemented robust and effective policy-compliant administration for access bank's systems and applications, significantly reducing access-related risks within SCB's technology environment.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Client Manager
Office Tiger Database India Pvt. Ltd
07.2001 - 01.2002
- Interact with International clients to understand the project requirements
- Scheduling of projects
- Handling a team of Document Specialists, Proof Readers & Quality Specialists
Education
Bchelor of Commerce -
Delhi University
New Delhi 01.1993 - 01.1996
PGDBM, Marketing -
Sri Sringeri Sharda Institute of Management
New Delhi 01.1997 - 01.1998
Skills
- Digital Transformation Leadership
- Strategic Planning and Execution
- Stakeholder Management
- Customer Experience Enhancement
- Regulatory Compliance and Risk Management
Timeline
VP - Hive Lead - Digital Servicing
Standard Chartered
04.2022 - 03.2024
AVP- Product Owner - Digital Servicing
Standard Chartered
03.2016 - 03.2022
AVP - Core Banking Implementation Conversion
Standard Chartered
09.2010 - 02.2016
Senior Manager Business Transformation (Consumer Banking Operations)
Standard Chartered
03.2008 - 08.2010
Business Relationship Manager (Country Technology Team)
Standard Chartered
11.2006 - 02.2008
Client Manager
Office Tiger Database India Pvt. Ltd
07.2001 - 01.2002
PGDBM, Marketing -
Sri Sringeri Sharda Institute of Management
01.1997 - 01.1998
Bchelor of Commerce -
Delhi University
01.1993 - 01.1996
SVP - Hive Lead -Digital Servicing
Standard Chartered
4 2024 - Current
Manager - Service Analysis & Support
Standard Chartered
1 2002 - 11.2006
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