HIMANSHU GUPTA
Delhi
Summary
Dynamic leader with a proven track record at Royal Bank of Scotland, excelling in business management and transformation. Expert in leveraging analytics and dashboarding to drive strategic decisions and process improvements. Skilled in mentoring teams towards excellence, achieving a 35% efficiency gain through automation. Demonstrates exceptional stakeholder engagement and risk management capabilities.
Overview
21
21
years of professional experience
1
1
Certification
Work History
AVP – Business Management, Business Intelligence & Executive Reporting
NatWest Group (Erstwhile RBS)
04.2024 - Current
- Develop and maintain headcount and financial budget frameworks, collaborating with finance and UK stakeholders
- Monitor and drive transformation projects, tracking efficiency gains and cost-saving measures
- Ensure adherence to company policies, industry regulations & legal requirements Identify Potential risks and develop mitigation strategies
- Mentor and coach team members to drive process excellence and business success
- Support Talent acquisition and employee development initiatives
Senior Manager – Business Management & Executive Reporting
Royal Bank of Scotland
01.2017 - 03.2024
- Act as a strategic partner to senior leadership, aligning business objectives with data-driven insights
- Lead financial forecasting, budgeting, and anomaly detection, ensuring fiscal discipline
- Oversee risk controls, supporting a proactive risk culture through training and risk mitigation initiatives
- Mentor and coach team members to drive process excellence and business success
Manager – UK Operations
Royal Bank of Scotland
04.2012 - 11.2016
- Spearheaded process excellence across critical banking functions:
- Account Maintenance – Ensured up-to-date customer records for seamless banking operations
- Weekend Pre-positioning – Led automation efforts, reducing FTE requirement by 35, optimizing operational efficiency
- Branch Reconciliation – Managed general ledger (GL) reconciliations, ensuring compliance and accuracy
- Stakeholder Management – Built and maintained strong relationships with India & UK stakeholders
- Governance & Compliance – Facilitated process changes ensuring adherence to risk & regulatory frameworks
- Team Leadership – Ensure staff productivity & adherence to service quality standards
Senior Team Leader – Credit Cards (MI, Reporting, Payments, Account Maintenance)
Royal Bank of Scotland (Now NatWest Group)
03.2009 - 03.2012
- Led credit card payment processing & account maintenance for Indian customers
- Developed and maintained MIS reports for transaction accuracy and process improvement
Team Leader – Contact Centre (Credit Cards)
Royal Bank of Scotland (Now NatWest Group)
01.2007 - 02.2009
- Managed a 25-member team, driving customer service excellence and sales performance
- Designed and maintained performance dashboards, tracking KPIs and cross-selling targets
- Handled customer escalations, ensuring quick resolutions and preventive actions
Customer Support Officer – Inbound Contact Centre (Credit Cards & Banking Products)
Royal Bank of Scotland (Now NatWest Group)
06.2004 - 12.2006
- Managed customer queries, complaints, and sales, ensuring a seamless service experience
- Coordinated with operations teams to resolve customer concerns efficiently
- Created and maintained MIS reports to track customer interactions
Education
Bachelor of Commerce -
Delhi University
Delhi University01.2004
Higher Secondary (12th) -
Kulachi Hansraj Model School
Delhi01.2001
Secondary (10th) -
Kulachi Hansraj Model School
Delhi01.1999
Skills
- Banking Products & Financial Services
- Mentoring
- Business Management
- Strategy Execution
- Project Management
- Transformation Management
- People Leadership
- Stakeholder Engagement
- Executive Reporting
- MIS
- Analytics
- Risk Management
- Compliance Management
- MS Excel
- MS PowerPoint
- Data Analytics
- Dashboarding
Certification
- Six Sigma Yellow Belt – RBS Academy
- Determined to Lead Certification
- Problem-Solving Facilitator – RBS Academy
- Interviewing Skills – RBS Academy
Personal Information
- Date of Birth: 09/10/82
- Marital Status: Married
Accomplishments
- Gold Ovation for 25 FTE's save in the business
- Best Operations Manager for 3 years consecutively
- Operational Leadership Award
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
AVP – Business Management, Business Intelligence & Executive Reporting
NatWest Group (Erstwhile RBS)
04.2024 - Current
Senior Manager – Business Management & Executive Reporting
Royal Bank of Scotland
01.2017 - 03.2024
Manager – UK Operations
Royal Bank of Scotland
04.2012 - 11.2016
Senior Team Leader – Credit Cards (MI, Reporting, Payments, Account Maintenance)
Royal Bank of Scotland (Now NatWest Group)
03.2009 - 03.2012
Team Leader – Contact Centre (Credit Cards)
Royal Bank of Scotland (Now NatWest Group)
01.2007 - 02.2009
Customer Support Officer – Inbound Contact Centre (Credit Cards & Banking Products)
Royal Bank of Scotland (Now NatWest Group)
06.2004 - 12.2006
- Six Sigma Yellow Belt – RBS Academy
- Determined to Lead Certification
- Problem-Solving Facilitator – RBS Academy
- Interviewing Skills – RBS Academy
Bachelor of Commerce -
Delhi University
Higher Secondary (12th) -
Kulachi Hansraj Model School
Secondary (10th) -
Kulachi Hansraj Model School
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