Parvez Gonda

• Lead a team of 35 professionals in a fast-paced digital environment, ensuring seamless execution of operational goals.
• Manage pan-India digital corporate client onboarding, settlement, reconciliation, and Video KYC processes with accuracy and efficiency.
• Ensure timely updates of client records in CKYC and CERSAI filings, adhering to RBI guidelines.
• Conduct statutory and regulatory audits, monitor transactions, and perform due diligence to achieve zero audit comments, and mitigate risks.
• Handle grievance-related communications and post-onboarding client requests, maintaining high client satisfaction, and prompt resolution.
• Perform periodic re-KYC for customers across risk categories to ensure compliance with regulatory standards.
• Collaborate with the Product Team to integrate DigiLocker services, reducing turnaround time (TAT) for client onboarding.

• Managed a unit of approximately 100 team members, responsible for claims processing for ICICI Prudential, and asset servicing for ICICI Bank.
• Monitored daily team productivity and accuracy, ensuring high operational efficiency.
• Identified and implemented process improvement initiatives to enhance workflow and minimize errors.
• Ensured seamless execution of daily operations while maintaining quality standards.

Clearing:

• Led a team of 60 in outward clearing, ensuring the daily presentation of 125,000 cheques before the RBI cut-off for the Western Grid.
• Managed two vendors (Prodata Pvt Ltd and Microcom Pvt Ltd), overseeing 100 staff in technical scrutiny and data entry.
• Maintained an error rate of under 2% through monitoring, training, and feedback.
• Ensured enhanced due diligence for checks above 300,000.
• Conducted annual BCP testing at an alternate location.
• Drove process improvements, including robotic automation, to reduce man-hours and increase efficiency.

CRU:

• Managed a team auditing Pan-India branch transactions, focusing on high-value transactions such as cash withdrawals, deposits, and DD issuance.
• Ensured timely scrutiny within T+2 days, identifying discrepancies or suspicious activities.

Centralized Liability Operations Group – Third-Party Products

• Led a 25-member team processing third-party products (PPF, SSY, GOI Bonds, Sovereign Gold Bonds, NPS, and pension schemes).
• Ensured timely request processing and resolution of branch queries.
• Monitored daily RBI remittance and claims, ensuring timely pension disbursements.
• Tracked WFH team productivity, ensuring SLA adherence.

Retail Assets:

• Managed document preparation for working capital in Maharashtra.
• Allocated daily SRs, handled RM queries, and resolved document issues.
• Monitored team productivity, and tracked errors for operational efficiency.

Retail Liabilities and Account Opening Operations:

• Leading a team of 25 employees responsible for KYC documentation checks for current, savings, and NRI accounts, as well as for account maintenance requests, including fixed deposits, standing instructions, ECS, PIN changes, and address updates across pan-India locations.
• Publishing the monthly Deferral MIS for all accounts opened with deferrals, and sharing it with all branches.
• Managing FCU reports from the Fraud Team, implementing debit freezes on accounts identified as fraudulent or negative.
• Publishing the Fortnightly Transaction Report (FTR) to all branches.
• Overseeing the resolution of audit observations raised by concurrent auditors on a monthly basis.
• Addressing branch queries and discrepancies related to account-opening forms, and ensuring timely resolutions.

• Managing large commercial banking clients by providing support for KYC documentation and account opening.
• Handling KYC documentation for various entities, including Project Offices, Branch Offices, Liaison Offices, EEFC accounts, HUFs, Public and Private Ltd companies, Societies, and Trusts.
• Identifying discrepancies in documentation and highlighting them to corporate clients.
• Resolving discrepancies by obtaining alternative documentation from clients.

• Led a team of 21 employees in the Credit Card Customer Service department, overseeing the KYC document verification process for CASA accounts, as well as managing various account maintenance activities, such as TMD placements, cheque book processing, and signature capturing.
• Managed and resolved critical complaints raised by branches, ensuring that appropriate resolutions were provided within the established turnaround time (TAT).
• Conducted annual Business Continuity Planning (BCP) activities to ensure the smooth execution of all critical processes.
• Ensured compliance with relevant policies and regulations, maintaining strict adherence to internal and external compliance standards.

• Handling inbound calls and resolving customer queries related to credit card accounts, ensuring accurate and timely solutions.
• Providing exceptional customer service by addressing inquiries and concerns, ensuring a positive customer experience.
• Cross-selling and up-selling banking products and services, such as personal loans and insurance, to meet sales targets.
• Managing customer complaints effectively, providing timely resolutions and escalating complex issues when required.