Summary
Overview
Work History
Education
Skills
Certification
Risk Management
Timeline
Generic
Kuljit Singh

Kuljit Singh

Director - Business Transformation & Risk Control
Gurgaon

Summary

Results-oriented operational excellence leader with over 17 years of experience in the financial services industry, specializing in digital transformation, client onboarding, and middle/back-office operations. Proven expertise in defining and executing technology strategies for contact center optimization, process re-engineering, Six Sigma, RPA, and intelligent automation, delivering significant improvements in operational efficiency, customer satisfaction (CSAT), and Net Promoter Score (NPS). Skilled in leading cross-functional teams to implement large-scale transformation projects, integrating contact center technologies (IVR, CRM, chatbots, omnichannel platforms) and emerging technologies like generative AI. Recognized for building high-performing teams, fostering stakeholder collaboration, and driving business value through data-driven insights and innovative solutions. Adept at aligning technology vision with business objectives to enhance customer experience and operational performance.

Overview

17
17
years of professional experience
3
3
years of post-secondary education
7
7
Certifications

Work History

Head (Director), Business Transformation & Risk Control

AIS Info Source
Gurgaon
09.2020 - 09.2025
  • Spearheaded strategic business transformation initiatives, identifying and capitalizing on critical customer impact and improvement opportunities, driving significant organizational enhancements
  • Directed the development and implementation of advanced analytics models and dashboards in collaboration with data engineering teams, empowering leading bankruptcy clients with data-driven insights
  • Orchestrated seamless new client onboarding, transitions, and stringent KYC implementation, ensuring adherence to industry standards and mitigating risk
  • Championed AI, quality, and process improvement initiatives, fostering a culture of continuous enhancement and driving measurable business results
  • Drove the full RPA project lifecycle, from identifying high-impact processes and conducting feasibility analyses to implementing and evaluating post-implementation efficiency gains, resulting in significant operational optimization
  • Defined and executed technology strategies for digital transformation, optimizing contact center and back-office operations, resulting in a 30% increase in operational efficiency and 25% improvement in CSAT.
  • Led end-to-end delivery of $5M RPA and automation projects using UiPath and Automation Anywhere, reducing process cycle times by 40% and achieving $2M in annual cost savings.
  • Spearheaded integration of contact center technologies (IVR, CRM, chatbots, omnichannel platforms), increasing NPS by 35%.
  • Collaborated with senior leaders to present solution designs for front- and back-office operations, aligning with business objectives and compliance requirements.
  • Implemented Six Sigma methodologies, reducing error rates by 20% and enhancing service quality.
  • Established governance frameworks for transformation initiatives, ensuring compliance, security, and quality standards.
  • Conducted ROI/CBA analyses to secure stakeholder approval for multi-million-dollar transformation projects.
  • Mentored a team of 50+ transformation experts, fostering innovation and continuous improvement.

Senior Manager, Business Excellence & Digital Transformation

Genpact India
Gurgaon
12.2019 - 09.2020
  • Streamlined client onboarding processes through automation, reducing timelines by 25%. - Optimized middle and back-office operations, increasing throughput by 20%.
  • Partnered with technology teams to integrate CRM and omnichannel solutions, improving customer retention.
  • Championed Continuous Improvement (Kaizen) initiatives, driving process optimizations, cycle time reductions, and cost efficiencies by eliminating non-value-added activities
  • Ensured stringent adherence to the CCRP process, conducting detailed analysis, maintaining database integrity, and updating Failure Mode and Effects Analyses (FMEAs) on process threads
  • Implemented robust Measurement System Analysis, ensuring accuracy and reliability of process data to drive informed decision-making

Senior Manager, Business Excellence

Saxo Group India Private Limited
Gurgaon
07.2015 - 12.2019
  • Directed the execution of complex projects, empowering teams with advanced tools, driving strategic change initiatives, and implementing robust improvement methodologies
  • Developed and delivered comprehensive Operational Excellence training programs, fostering a culture of continuous improvement and enhancing organizational capabilities
  • Orchestrated the development and tracking of a comprehensive Continuous Improvement Program (CIP) portfolio, ensuring alignment with strategic business objectives
  • Led and mentored 12+ significant Green Belt projects annually, driving process optimization and delivering tangible business results
  • Provided expert guidance and support to Green Belts and operational leaders in Lean Transformation activities and events, facilitating organizational change and efficiency improvements
  • Ensured the achievement of stringent quality standards across various teams through effective management of Location Quality Assurance resources
  • Led, directed, and managed a high-performing team of Operational Excellence and Quality professionals, driving excellence in quality control, assurance, and operational efficiency within complex operational environments
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.

Team Leader

Bank of America
Gurgaon
05.2008 - 07.2015
  • Led the Knowledge Services Center for Global Wealth & Investment Management (GWIM), driving operational excellence in Investment Banking and Portfolio Management
  • Leveraged detailed analytics and research through data mining to enhance client account presentations, asset allocation management, portfolio rebalancing, and manager blend/overlap analysis
  • Engineered significant process re-engineering, simplification, standardization, and optimization initiatives across global cross-functional processes, delivering substantial return on investment for Bank of America
  • Directed collaborative project efforts, coordinating with local and remote Subject Matter Experts (SMEs) and Lean Six Sigma trained resources to ensure successful project delivery

Education

Bachelor of Commerce - Commerce

University of Delhi
University of Delhi
01.2002 - 01.2005

Skills

Operation Risk Management

Six Sigma & Lean Methodology

Robotic Process Automation (RPA)

Artificial Intelligence (AI)

Project Management

People Management

Leadership Development

Analytical Thinking

Risk Management

Stakeholder Engagement & Business planning

Business Development

Process Improvement

Certification

Executive General Management- Indian Institute of Management (IIM)

Risk Management

  • Proactive identification and assessment of operational risks using RCSA and FMEA
  • Development and implementation of effective risk mitigation strategies.
  • Evaluation of control effectiveness and residual risk.
  • Provided guidance on risk documentation, control planning, and mitigation strategies.
  • Maintained comprehensive risk and control registers.

Timeline

Head (Director), Business Transformation & Risk Control

AIS Info Source
09.2020 - 09.2025

Senior Manager, Business Excellence & Digital Transformation

Genpact India
12.2019 - 09.2020

Senior Manager, Business Excellence

Saxo Group India Private Limited
07.2015 - 12.2019

Team Leader

Bank of America
05.2008 - 07.2015

Bachelor of Commerce - Commerce

University of Delhi
01.2002 - 01.2005

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Kuljit SinghDirector - Business Transformation & Risk Control