Pankaj Patel

• Analyzing to expand the bank's portfolio through innovative tech and improving operational efficiencies.
• Improved upon the EBITDA (> 18%) by implementing following levers:
Resource Optimization
Pyramid correction
Continuous process improvement
Automation
Paradigm shift from reactive to proactive incident management
Strengthened the monitoring processes & implemented tools like Nagios & Dynatrace.
• Direct 50 projects annually. Manages 35 Application.
• Led the team of 73 in driving data architecture, services, governance and quality.
• Managed the hypercare & BAU stages of transition of acquisition of Citi bank
• Improved upon the DR solutions for business-critical applications .
• Headed enterprise program and roadmap; Standardize practices ,tool and processes for multiple business line.
• Pioneered and rolled out transformational technology.
• Growth of T&M business by 30% by fostering relationships with business leaders(C-suit level) as-well as my team members
• Won CX Asia excellence award 2024 for the best use of data insight in Singapore.

• Drove the Portfolio of Customer sales ecosystem which has led the way in sales transformation by booking 3.5M profit with the help of ICE(interested ,contactable and eligible) engine and performance linked incentive.
• Onboarded Insurance partner TATA AIG & AIA, LIC, Bajaj Life Ins., Aditya Birla Health, Max Life Insurance etc. and integrated with CRM through STP Journey for seamless policy Issuance.
• Laid down the model of customer interaction data lake in AWS which consist customer footprint spread over 45+ heterogeneous system and it has demonstrated measurable advantages in operational efficiency and revenue growth by using advanced analytics and artificial intelligence. This enables us to make data-driven decisions faster, personalize customer experiences, optimize operations through predictive maintenance, and identify new revenue opportunities.
• Managed enterprise Nudge Library to nudge the RM and sales for negative events like Cheque Bounce, ECS failure, Service request TAT breach, Account freeze, Lien Marking, EMI bounce ,Drop off journey etc.
• Built an ecosystem of Red Flag Alert to identify potential risks such as fraud, money laundering, financial crimes, Money mule etc.
• Launched Early warning System to take proactive steps to retain customers, address issues, and enhance customer satisfaction as it generate and auto assign EWS alerts like Decline in Engagement (drop in customer activity or interaction) Changes in Spending Patterns or late payments etc. for timely and proactive action.
• Successfully completed the Agile project SPARSH in AWS. It has been showcased as a model project by the Agile CoE.It has booked 1.5M revenue growth within a month of launch and saved 1.8M Opex.
• Migrated and onboarded Retail and Wholesale Banking Service module from multiple scattered legacy system into CRM like Fraud & Dispute, customer request, query and complaint.
• Re-structured the delivery and engagement model with vendor, resulting in timely completion of projects in Corporate and Wholesale banking space.

• Prioritized & rationalized and automated the delivery of various reports & MIS across all the departments.
  Performed UAT for all the Loan product's end to end life cycle.
• Participated in data migration from legacy applications.
• Implemented Loan processing application FinnOne and managed Retail loan (HL,PL,AL etc. ) portfolio.
  Managed NEFT,RTGS and Swift Payment portfolio.
  Successfully implemented MDM Rule Engine for duplicate customerID consolidation.
• Developed multiple in-house applications like module for commercial vehicle & equipment ,Bank Statement, Finacle customization, tool for Loan payment reschedule, Insurance STP journey, Letter of Credit and Bank Guarantee (LC & BG) issuance system.
• Successfully implemented Experian and RAMP for customer de-duplication.
• Implemented CIBIL for Loan processing journey.
  Implemented OMNIDOC for single repository for document upload.
• Evaluation, Selection and Successful implementation of Private Play Store(Engage Pro) provides mobility to internal System.
• Evaluation, Selection and Successful implementation of Tele caller application UNNATI.
• Launched new customer onboarding program Market Scoping.
• Launched existing customer retention program NPS close Looping.
• Launched Supervisor Sales review process along with Coaching and Huddle module.
• Integrated Outlook Task & calendar with CRMNext Task & Calendar.
• Implemented Cloud Cherry for customer Feedback and integration with CRM Task & Calendar.
• Integrated Social Media with CRM Lead Module.
  Implemented UNICA for campaign and customer pre-approved offer.
• Implemented wiki Leaks for customer personalized offer(J4U).

• Developed Access card workflow system in Java,Oracle,Struts,Hibernate & IBATIS for BNP Singapore.
• Developed digital cheque printing system in Java,Oracle.
• Developed BAU CR and managed monthly release and production Support for HRMS.
• Successfully developed enterprise wide DQ system to capture customer consent to ensure email / mobile and demographic info registered with Bank is correct.
• Successfully implemented in-house dedupe system.
• Migrated HRMS application from Oracle forms into weblogic.
• Appreciated by Asia Pacific Head of BNP Paribas for successful implementation of ACMS & CPS system globally.

• As a part of SolutionNet India (P) Ltd(changed now Vayana) implementaion team I developed following.
• Led the gap analysis workshops to identify customizations required in the base product w.r.t. the products and processes being followed at HDFC Bank.
• Developed a system which offers complete Cash Management functions like cash reporting and payments information.
• Successfully developed and implemented Corporate Tax Payment system-ENET.
• Developed and Support Money exchange system-IndiaLink .
• Successfully managed monthly releases & prod support for the Channel Management System (Flex Cube & MQ).
• Successfully developed and implemented gateway for MOFPI(Ministry of Food Processing Industry).