Kavya Shetty

A) Implemented TAB NFTR reduction initiatives through multiple levers spread across 3 phases via system interventions & process simplifications.

• Phase 1: Process Simplifications addressing 8 NFTR categories made LIVE which to 61% decrease in respective discrepancy reasons
• Phase 2: 1 AI service for auto redaction, 9 System Prompts interventions & 2 Process Simplification interventions made live, leading to 54% decrease in respective discrepancy reasons
• Phase 3: 3 AI Services for proper documentation, 3 Process Automations & 1 Process Simplification interventions taken live which contribute to approx. 19% of the discrepancy reasons.

B) Additionally, initiatives focused on TAT betterment, process streamlining & document simplification enabling central ops. & front end teams were implemented:
1. Curability Tracking & Enhancement: Correct colour coding of curable fields in TAB & Audit trail of field level changes done in datasheet (Tforms)
2. Consolidated reports for enhanced tracking by COBC. (Reports based on - Overall Account opened, NFTR details – Eforms + Tforms, Staff performance Tforms + Eforms, Barcode Work step - hourly report, Inflow data Tforms and Eforms)
3. Auto-allocation of WIDs for CA onboarding
4. Standardized NFTR tagging logic at BIU
5. Single consolidated BR format for CA onboarding and other payment products
6. COBC IT issues tracking and resolution

C) Data analysis, Insights, Leadership Updates & Reviews:
Delivered comprehensive data analysis and insights - including MoM onboarding and NFTR trends, supporting leadership decision-making.

D) Process re-engineering of Insurance Policy Renewal & Updation in Finacle:

• To ensure that insurance policies held in all advance accounts are renewed in time, borrowers are advised to arrange for renewed policy/ies well in time before the expiry date.
• As per extant guidelines, in the event of non-receipt of the renewed policy, CBO & CAD units are to pay the premium directly to the insurance company with intimation to the borrower in writing and debit the account of the borrower before the date of expiry of the existing insurance policy.
• Currently - Previous Year Policy Sharing Process, Obtention of Quotation, Premium Debit, Policy Issuance Process b/w Insurance Service Provider & Bank are all conducted manually.
  Benefit realisation: CAD – 6 FTEs, SRM – 3 FTEs

• As the Customer Success senior, I was responsible for managing the team, overseeing project management and account management for several clients, and setting up a new base in Pune.
• Spearheaded & managed the launch of Cadbury Shops for Shopless campaign efficiently. Responsible for Cadbury as a client, created a Unified Product Feed for Billionkart and handled other high-impact projects, ensuring on-time delivery and client satisfaction.
• Some of the clients in my BoW were - Lodha, Club Mahindra, Cleartrip, Alliance 11, Dabur, Ford, Campus Sutra and Peepul Tree. Responsibilities involved were managing client relationships, understanding the client customizations required and its delivery, campaign management, identifying opportunities for growth and ensuring client satisfaction.
• Over and above day to day work – established a new base in Pune for the company, overseeing office setup, hiring, and training, contributing to operational expansion.

• Responsible to prepare and process Weekly/Monthly Incentive Payouts for Acquisition Managers (AMDs).
• Channel Engagement & Business drive: Boosted channel engagement through contests and recognition programs, including the 811 Rewards Program, Weekend Contest, and NSM Voiceover.
• Channel communication & enablement: Maintained consistent communication with AMDs via WhatsApp, sharing updates on business performance, identifying areas for improvement, and addressing issues.
• Conducted portfolio metrics analysis, providing SOPs, productivity insights, and HRMS-based performance reports.
• Led the design of FKYC Customer Life Cycle Management and RORM portal, covering lifecycle experiences, headcount budgeting, and role definitions.
• Created review decks, RnR presentations, weekly trackers, and ad-hoc analyses for senior leadership and National Sales Manager reviews.

• Spearheaded new projects and managed end-to-end product roadmaps for NetBanking, Mobile App, and WhatsApp Banking platforms to drive usage and enhance customer experience.
• Identified and resolved customer issues, suggesting platform modifications for smoother, hassle-free transactions.
• Analyzed transaction journeys across platforms, optimizing them to improve user satisfaction.
• Increased platform adoption by providing usage insights, analyzing activations, retention, and cross-sell opportunities through segmentation.
• Conducted error transaction behavior analysis to target key customer segments effectively.
• Delivered contextual, real-time offers for payments, loans, and cards via digital platforms.
• Identified and collaborated with partners to design exclusive offers and launch campaigns, driving customer acquisition and engagement.
• Recognized with the Silver Star Award Nomination from HDFC Bank in April 2021 for exceptional contributions.

A) Analysis & Insights

• Portfolio Metrics: Monitored "Product Per Customer" across Burgundy clients and segments to identify gaps and opportunities, ensuring product penetration and service integrity using MIS inputs.
• Business Updates: Compiled portfolio metrics into monthly decks, summarizing business numbers and productivity for leadership presentations.
• Migrations: Conducted annual evaluations to distinguish "true" and "non-true" Burgundy clients, maintaining service integrity, improving product penetration, and enhancing customer satisfaction.
• New Focus Lists: Identified focus areas, prepared targets, and designed campaigns and projects through regular data analysis.

B) Relationship Manager (RM) Enablement

• Get-A-Grip Tool: Developed and managed a proprietary knowledge suite on the Burgundy Portal, providing RMs with comprehensive data, alerts, leads, and efficiency tools.
• Training: Onboarded and trained new Burgundy RMs, streamlined role mapping, and introduced an automatic initiation process for smoother transitions.
• Burgundy Portal: Maintained and updated an internal portal with resources, checklists, regulations, and modules to assist RMs.
• Knowledge Management: Collaborated with IT and product teams for monthly updates, ensuring data accuracy and introducing new leads and campaigns.
• Campaigns & Drives: Managed internal target achievement initiatives and campaigns.

C) Direct to Customer (D2C)

• Campaigns: Designed and implemented monthly direct-to-customer campaigns.
• Leads Tracking: Monitored and generated leads to boost consensus strike rates.

Project Title: "Analysis Of Travel Expenses & Suggestions For Cost Saving."

Objective: Analysis on why the firm’s travel & conveyance costs are increasing, what are the possible reasons of such an increase & recommendations on what the firm can do to reduce it i.e. suggestions for cost saving.

Overview: Reviewed the company’s current travel allowance policies and thoroughly analyzed travel expense data, including conveyance, intercity travel, and accommodation. Gained insights into the overall travel costs across different channels, then extracted key information to create a foundational file for further analysis. Based on the analysis of this data, identified trends, explored potential reasons for cost increases, and provided recommendations on cost-saving measures.