Gaurav Dhawan

Process excellence champion optimizing front to back client journeys in private banking & wealth management comprising client onboarding, payments and investment operations.

• Post graduate diploma, finance & marketing, M.D.I, India, 04/2010
• B. Tech, electrical engineering, Punjab Technical University, India, 05/2001
• Six Sigma black belt certified, LG Electronics, Korea, 2006
• Trained on AI, ML, Agile Methodology

• Strong acumen of private bank (PB) business and client journeys
• Standardizing & Digitalizing client mandates stored in systems (Salesforce, Wecco)
• Enhanced controls and optimize Investment operation processes (Avaloq, Charles River)
• Process optimization in Customer onboarding and screening (KYC, PEP, AML)
• Chargeback processing for Fraud & non-fraud transactions (PEGA, VROL, TRIUMPH)
• Optimize Payment processing function (SWIFT, GPP, FPS, DMnW) using lean principles
• Eliminate false positives in Payment sanction screening in financial crime operations
• Analyze and remediate CASS breaches that occurred in PB/WM UK processes

• Develop CI framework encompassing tool kit designing, initiative pipeline management and governance.
• Implement RPA opportunities using blue prism, UI path and OCR technology.
• Drive and track the progress of strategic global programs involving diverse teams.
• Collaborate with peers and stakeholders at all levels to sketch the front to back client journeys and create landscape view depicting current operating model.
• Ensure stated and unstated client needs and inter process dependencies are surfaced, understood and addressed in the product design.
• Translate business requirements into actionable features for product development.
• Optimize "As-Is" processes by eliminating NVA steps and design "To-Be" processes ensuring customer centricity.
• Enable Operations and technology collaboration to drive key programs for the customers
• Work with technology governance team to ensure designed client journeys are aligned to technology strategy of the bank.
• Work with Automation and efficiency forum to secure funding for key programs.
• Publish progress updates against the yearly goal for each business highlighting process changes, initiative outcomes and key risks.

• Enhanced CX by optimizing client onboarding journey for various client segments across private bank wealth management operations.
• Transformed investment operations front to back in collaboration with operations teams (Asset servicing, Asset Transfer, trade support and settlement) using value stream mapping.
• Digitalization of manual payments & optimization of mandatory callbacks to PB clients.
• Designed Payments & Asset servicing "future state" processes to resolve CASS breaches for PB & wealth clients (Glasgow).
• Analyzed 300+ CASS breaches and resolved 120+ breaches through strategic platform automation to strengthen control environment.
• Evaluate current state operating model for performing chargeback process for fraudulent & non-fraudulent transactions and implemented future state TOM (BUK customers)
• Automation of the scan & match process of US consumer bank customers.
• Reduced the Turnaround time of 'Tech Onboarding' of MSPs (BX India).
• Designed & executed Lean transformation strategy for Technology Infrastructure Ops (BX India).
• Created efficiency by performing Demand capacity analysis thus identifying the unutilized capacity.
• Strategized & implemented the target operating model for R&G, IRM and Resilience teams as part of the merger of operations and technology vertical.

• Led Lean initiatives for global finance operations targeting to eliminate process waste.
• Redesigned process metric structure of reconciliation function basis voice of customer.
• Designed key performance metric structure for measuring Rolled throughput Yield (RTY) of finance operations
• Established 30 quality circles & conducted 'kaizen contest' as part of lean deployment
• Conducted 2 weeks Six Sigma Black Belt training for employees as Master Black Belt (MBB).
• Mentored Six Sigma green belt projects for finance operations as MBB guide
• Published Six Sigma dashboard for senior management reporting.

• Reduced 20 % rework by monitoring RTY performance of production lines
• Designed 50 Natural Working Teams on shop floor as part of lean deployment.
• Conducted 'Innovation School', 'LGE Way' and 'Blue Ocean Innovation' Trainings.
• Audited the Quality Level of factory including vendors using FI-10 framework.
• Developed quick reference guide on Six Sigma & conducted Green Belt & Black Belt Trainings

¨ Improved turn around time (TAT) of ‘Account Opening & Unsecured Loan' by 45% for Barclays Bank, Kenya.

¨ Eliminated bad Volume payments in Global Payments processing by 20%

¨ Optimized TAT of PPI case management by 60% for UK Retail & Business Banking

¨ Optimized TAT of 5 Key Retail banking services for Barclays Bank, Zambia to enable service guarantee.

¨ Optimized ‘Identification & Verification' checkpoints in Home Loan approval process for ABSA Bank.

¨ Work Area Recovery seats optimized by 29% for Barclays Finance.

¨ Identified key client journeys for Barclays Commercial card, UK to enhance customer experience