Summary
Overview
Work History
Education
Skills
Websites
Certification
Hobbies and Interests
Timeline
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Devika Dorai

Chennai

Summary

Dynamic global banking leader with over 24 years of extensive experience in CDD, ID&V, Client Lifecycle Management, and Banking Operations. Certified Anti-Money Laundering Specialist (CAMS) with deep expertise in KYC, AML, Risk & Controls, and Business Transformation. Proven success in managing large cross-border teams exceeding 450 members and driving automation through RPA, AI, and Agile methodologies to achieve significant efficiency gains while maintaining strict regulatory compliance across Retail, Corporate, Private, and Wealth Banking sectors. Holds a Harvard certification in Fintech and evolving technologies, underscoring a commitment to remaining at the forefront of industry advancements.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Director – Client Lifecycle Management

Barclays
UK, India & related markets
07.2024 - Current
  • Lead a 270-member team delivering client onboarding, KYC, screening, transaction monitoring, and lifecycle management.
  • Drove automation projects with technology teams via Agile, achieving 15% efficiency gains.
  • Expanded complex processes from UK to India with zero business disruption.
  • Strengthened quality assurance, stakeholder engagement, and operational resilience across locations.

Vice President – Head of Payments & Merchant Services

Barclays Global Service Centre
Chennai, UK Operations
04.2021 - 06.2024
  • Established a new 120-member team during COVID, migrating critical functions from a third-party vendor with nil impact.
  • Achieved 10% efficiency improvement through RPA-driven simplification.
  • Consistently maintained high staff engagement and retention.
  • Represented operations at senior leadership forums, ensuring risk and compliance adherence.

Head – Lending & Wealth Operations

HSBC
India
04.2020 - 04.2021
  • Managed 450+ employees across 6 vendor sites, overseeing Cards, Personal Loans, Mortgages, and Wealth services.
  • Delivered robust cost forecasting and operational risk management.
  • Increased digital adoption by 10% YoY, reducing manual touchpoints.
  • Enhanced customer satisfaction scores while ensuring continuity through BCP.

Vice President – Banking Operations (KYC, Onboarding & Screening)

HSBC
India
04.2012 - 03.2020
  • Directed 250+ employees handling KYC, customer due diligence, and onboarding across Retail and Lending.
  • Led digitization initiatives, reducing manual efforts by 60%.
  • Implemented global KYC standards with nil high-risk audit findings.
  • Delivered online real-time screening capability for Retail & Business Banking.

AVP – Internal Control & Audit

HSBC
Contact Centre
08.2008 - 03.2012
  • Built internal audit & quality check functions ensuring compliance with policies across Credit Cards, Core Banking, and Sales.
  • Automated controls and improved first-time resolution through multi-skilling.
  • Reduced errors and non-conformities, strengthening compliance adherence.

Early Career Roles

HSBC
India
11.2000 - 07.2008
  • Progressed from Area Officer to Manager in Credit Operations and Merchant Acquiring.
  • Led teams of 25+ underwriters, achieving milestone issuance of 1M+ cards.
  • Set up new operational locations and built regional credit operations capability.

Education

Postgraduate - Public Administration

University of Madras
01.1998

Graduate - Chemistry

University of Madras
01.1995

Skills

  • Cross-functional collaboration
  • Building and guiding effective teams
  • Enhancing workplace culture
  • Strategic planning and execution
  • Change management leveraging technology
  • Verbal and written communication
  • Collaborative decision-making

Certification

  • Harvard Online (2023): Certified in Fintech & Emerging Technologies
  • Certified Anti-Money Laundering Specialist (CAMS)
  • NISM Certified – Securities Market Intermediary

Hobbies and Interests

Certified Yoga Trainer with international credentials, Active in voluntary work promoting peace, mindfulness, and community well-being

Timeline

Director – Client Lifecycle Management

Barclays
07.2024 - Current

Vice President – Head of Payments & Merchant Services

Barclays Global Service Centre
04.2021 - 06.2024

Head – Lending & Wealth Operations

HSBC
04.2020 - 04.2021

Vice President – Banking Operations (KYC, Onboarding & Screening)

HSBC
04.2012 - 03.2020

AVP – Internal Control & Audit

HSBC
08.2008 - 03.2012

Early Career Roles

HSBC
11.2000 - 07.2008

Graduate - Chemistry

University of Madras

Postgraduate - Public Administration

University of Madras
Devika Dorai