Pankaj Jain

Key Deliverables

• Service Delivery Lead: Spearheaded the transition of 18 Commercial Banking processes for Loan Servicing and Asset Finance across two locations (Bangalore and Pune), effectively coordinating activities for a team of 50 FTEs.
• Process Management: Efficiently managed existing processes in Commercial Banking, overseeing operations across multiple lines of business, including Asset Finance, Business Banking, Dealer Finance, and Middle Market, with a total of 120 FTEs.
• Client Engagement: Developed and presented quarterly review PowerPoint presentations to the client, enhancing visibility into operational performance and strategic initiatives, contributing to improved client relationships.
• Management Information System (MIS): Built a comprehensive MIS across processes, providing actionable insights that drove decision-making and enhanced operational efficiency.
• Employee Retention Strategies: Championed process improvement initiatives, focusing on enhancing employee retention for a client engagement involving 1,000 FTEs across three locations: Bangalore, Pune, and Gandhi Nagar.
• Team Development: Played a pivotal role in establishing a team for Commercial Credit (Originations), facilitating recruitment and onboarding for new transitions in anticipation of the business leader's arrival, to ensure seamless integration.

Highlights of the Role

• Leadership in Change Management: Led the seamless transition of 18 processes with 50 FTEs for Commercial Loan Servicing and Asset Finance, achieving exceptional client satisfaction as reflected in the first client survey scores of 94% and 95%.
• Operational Excellence: Identified 23 process improvement opportunities and successfully implemented 5, resulting in increased operational efficiency and a direct savings of 7 FTEs for existing processes.
• Strategic Hiring: Collaborated closely with the talent acquisition team to ensure the hiring of top-tier talent within a short timeframe for both Commercial Banking Servicing and Credit portfolios.
• Innovation in Service Delivery: Introduced standardized reporting metrics, enhancing reporting accuracy and timeliness across the engagement of 1,000 FTEs, thereby fostering stronger client relationships through improved insights.
• Recognition for Excellence: Acknowledged by stakeholders for outstanding contributions to project delivery, operational enhancements, and expedited hiring strategies to meet transition timelines; nominated for the Gems award shortly after joining the organization.

• Vertical oversight of Wholesale Lending operations encompassing Lending Fulfillment, Servicing, Shared, and Collateral departments
• Direct responsibility for Quality Assurance initiatives spanning India and Philippines locations
• Collaborate closely with US functional stakeholders and the Centre of Quality leaders
• Dedicated to cultivating an environment fostering process improvement, high-performing teams, employee growth, and a risk-conscious outlook
• Spearheaded the identification & transition of critical processes to the Quality Assurance team, leveraging an optimal offshore allocation strategy for India and the Philippines
• Orchestrated the end-to-end establishment of processes, from conceptualization through hiring, transition & operational launch
• Developed comprehensive playbooks delineating roles & timelines for Quality Assurance & Control team, ensuring clarity and alignment
• Pioneered the implementation of standardized workflows across 100+ processes within Wholesale Lending Operations, enhancing efficiency and consistency across global locations
• Introduced a robust Power BI Dashboard to provide real-time insights into process performance, facilitating informed decision
• Identified and championed automation opportunities in collaboration with functional and Operations Excellence teams, driving efficiencies and enhancing productivity
• Strategically collaborated to establish a resilient Quality Assurance Offshore team, bolstering business continuity for critical operations
• Engineered and enforced Standard Operating Procedures (SOPs) with meticulous attention to detail and a standardized format, fostering consistency and compliance across all processes
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Implemented and developed operational standards, policies and procedures.
• Provided strong leadership to enhance team productivity and morale.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.

• Leading end-to-end service delivery for Commercial Leasing & Lending businesses for Deal Closing, Invoice Processing, Account Servicing, Cash Applications & Reconciliations, Collateral & Asset Management processes across 3 sites at Jaipur & Gurgaon for global US banking clients across multiple geographies – US, Canada, UK & Australia
• Managing revenue of USD 16MM with 600+ resources driving cost efficiencies for the organization
• Creating an environment & culture that fosters process improvement, employee growth & extraordinary customer service
• Achieved USD 1.6 Million savings last year through multiple Revenue Assurance levers like Right Layering, De-skilling, Seat Utilization, Productivity, Bench Monetization as a SPOC for an account of USD 35MM
• Accomplished core mining revenue growth of 1.8MM USD by adding 60 FTE growth
• Delivered best in class company level cost metrics of 18% C&B and 52% AOI
• Achieved 100% NPS across 25 CXO and Process Owner level client respondents and highest ESAT score in banking vertical
• Successfully decommissioned partial TDC in minimum timelines in virtual environment following bank guidelines and coordinating with their Third-Party Governance & Genpact functions
• Achieved contractual productivity of USD 850k through Six Sigma and Efficiency Projects with savings of 27 FTEs
• Submitted 4 digital POVs and 1 POC as possible opportunities to digitize to the client
• Championed Process Improvements ideating over 250+ lean ideas,10 Green Belt projects & 2 Black belt projects
• Pioneered the implementation of New Billing Platform - Beeline as per the bank requirement and ensured all contracts are rightly aligned with no billing loss/delays across LOBs globally
• Initiated Employee Engagement Programs and Operating Model for smooth operations
• Leading customer service tower for a solution design, implementation, & transformation program for one of the largest Auto finance companies in Europe
• Involving solution identification, blueprint & transition of operations from 16 European countries