Hemal Savla
Audit, Compliance and CX Project Manager
Mumbai,Maharashtra
Summary
Experienced administrative professional skilled in credit card industry regulations, documentation management, and regulatory reporting. Detail-oriented Process Analyst with a track record of improving efficiency and reducing costs. Strategic Audit Manager with extensive knowledge of financial and operational risk. Detail-oriented team player with strong organizational skills and willingness to take on added responsibilities.
Overview
21
21
years of professional experience
Work History
AVP | Compliance, Audits and CX- Project Manager
IDFC FIRST Bank
Mumbai
09.2022 - Current
- Stay up-to-date of regulatory updates and industry developments, ensuring business compliance with regulations and regulatory findings.
- Enforce adherence to policies, internal controls, and audit requirements by collaborating with compliance, operations, and technology teams.
- Manage and coordinate with various teams for both external and internal audit requirements and address observations promptly.
- Maintain comprehensive records of SOPs and approvals, conducting regular reviews to ensure compliance and effectiveness.
- Champion a "customer-first" mindset within the business, focusing on enhancing customer experience and addressing pain points in processes.
- Drive strategic projects in service automation, empowerment, and delegation, enhancing operational capabilities and efficiency.
- Implement data-driven decision-making practices to inform business strategies and optimize performance metrics across departments.
- Align organizational objectives with company mission to foster business growth and enhance overall performance.
Chief Manager | Audits, Controls & BPRG
IDFC FIRST Bank
Mumbai
05.2020 - 09.2022
- Led implementation of new regulations and processes, ensuring compliance and collaboration with Risk & Compliance functions.
- Conducted thorough process assessments, ensuring adherence to SOPs and driving operational efficiency.
- Analyzed complaints data and facilitated timely reporting to internal and external stakeholders, enhancing transparency and regulatory compliance.
- Managed Regulatory Reporting, ensuring accurate submission to diverse stakeholders, maintaining regulatory standards.
- Spearheaded process improvement initiatives.
Chief Manager | Business Process Re-Engineering
Kotak Mahindra Bank
Mumbai
10.2017 - 05.2020
- Implemented process changes to enhance efficiency, leveraging insights, trends, and business needs.
- Led projects to optimize revenue, reduce costs, and improve customer experience by addressing operational inefficiencies.
- Successfully launched automation projects like the Speech bot and Robotic Process Automation for Customer Experience.
- Coordinated with cross-functional teams to finalize process notes for new product launches and promptly updated Risk Control Self-Assessment processes.
- Utilized data and analytics to drive informed decision-making, streamline operations, and ensure compliance.
- Championed innovation and continuous improvement culture, developing standard procedures and conducting audits to drive productivity and cost-effectiveness.
Senior Manager | Phone Banking
Kotak Mahindra Bank
Mumbai
02.2013 - 10.2017
- Managed a team of 40 officers, fostering professional development and success.
- Initiated process improvement initiatives and reduced customer complaints through proactive measures.
- Handled email escalations, conducted root cause analyses (RCA), and provided feedback for continuous improvement.
- Implemented and tested new systems like Talisma for email writing, designed Standard Operating Procedures (SOP) for the CCU, and ensured smooth officer transfers within different teams as per tenure.
Process Leader Operation
Firstsource Solution Limited
Mumbai
11.2005 - 02.2013
- Started as an agent and achieved 100% sales target for LLOYDS TSB Bank Plc in August 2006. Recognized for best quality calls in March 2007.
- Served as a Senior Quality Analyst in the Service Quality team.
- Demonstrating proficiency in Excel and completing Yellow Belt training.
- Promoted to Team Executive Operation (CSE) in January 2011, managing a team of 10 agents. Awarded Best Team Leader and Extra Miler in half-yearly R&R.
- Transferred to Group Operations-Collections and later to Sky TV help in October 2011 due to process resizing. Subsequently promoted to Process Leader in January 2012.
Sales Executive
Mansi Departmental Stores
Mumbai
01.2003 - 11.2005
- Sales, Purchase of Stocks, Day to Day Transactions
Education
MBA - Marketing Management And Research
Welingkar Institute of Management
Mumbai, India12-2023
Post Graduate - Mcom - Marketing And Accounts
Mumbai University
Mumabi, India04-2006
Skills
- Internal Communications
- Analytical Skills
- Process Improvement
- Multitasking Abilities
- SOP Adherence
- Non-Compliance Assessment
- Regulatory knowledge
- Interpersonal Skills
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Marathi
Beginner (A1)
A1
Gujarati
Intermediate (B1)
B1
Affiliations
- Managed RBI Audit in FY23 for Credit Card Business Team ensuring no Garde 1 or 2 observation.
- Well controlled Audit Rating for FY23 for Credit Card Business.
- Weekly audit of cases actioned by Regulatory Team helped to reduced errors from 67% to 15% in FY22.
- Well controlled Audit Rating for FY22 for Customer Service.
- Have worked on developing Keya the Speech bot (Powered by Nuance) foMahindraMahindra Bank.
Timeline
AVP | Compliance, Audits and CX- Project Manager
IDFC FIRST Bank
09.2022 - Current
Chief Manager | Audits, Controls & BPRG
IDFC FIRST Bank
05.2020 - 09.2022
Chief Manager | Business Process Re-Engineering
Kotak Mahindra Bank
10.2017 - 05.2020
Senior Manager | Phone Banking
Kotak Mahindra Bank
02.2013 - 10.2017
Process Leader Operation
Firstsource Solution Limited
11.2005 - 02.2013
Sales Executive
Mansi Departmental Stores
01.2003 - 11.2005
MBA - Marketing Management And Research
Welingkar Institute of Management
Post Graduate - Mcom - Marketing And Accounts
Mumbai University
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