Prashant Singh

• Leading cross functional team of Scrum Leads, Business Analysts, Developers, Technical Architects, customer experience leads to deliver cost effective, scalable and sustainable solutions
• Responsible for end to end design and delivery of solutions aligned to digital strategy for key customer business areas, working with technology Centres of Excellences and platforms across Retail Banking
• Develop and implement strategic roadmap for Intelligent Automation program with focus to test and Build new AI driven capabilities such as low code workflow, communications and process mining

Key Achievements

• Led the development and implementation of a low-code smart forms platform, transforming legacy systems serving 14 million requests into a streamlined solution that now processes over 4 million submissions monthly with 99% resilience. Delivered significant business value through enhanced straight-through processing (STP) and improved user experience.
• Enabled Ulster Withdrawal program to exit relationships with c400K customers as part of bank closure, by delivering multiple solutions across te customer journey lifecycle.
• Delivered wide scaled transformation projects delivering > 15 MN GBP worth of benefits while impacting over 1500 colleagues and 3 MN customers

• Delivered over 10 Transformation, Automation and Customer Journey Digitization projects across Personal Banking functions, using RPA integrated with Machine Learning, Chatbots and Other emerging technologies.
• Lead Discovery and Assessment of automation opportunities across various Retail banking functions
• Utilized Agile and Scrum framework for end to end project delivery
• Worked with various set of stakeholders (Technology, business, controls, etc.) to ensure seamless solution delivery inline with agreed outcomes and customer expectations
• Delivered first use case for an agent assist solution, for NatWest FH&S Telephony teams, reducing call handling times for over 600 agents by 3min per call.
• MasterCard charge-back process transformed and automated for faster resolution of customer disputes, reducing GBP 20 Mil exposure to fraud loss
• Worked with Sopra, Citrix, RPA COE, UiPath & Mortgage technology to enable automation on Citrix based applications, paving the path for c2 Mil worth automation projects to progress
• Stood up Automated solution within 3 weeks (from inception to Delivery) with 100+ Bots to automate payment breaks and loan repayment deferrals for Secured and Unsecured loan customers, enabling the bank to service > 1 Mil customers affected by the Covid-19 pandemic .
• Created target operating model for testing and infrastructure support, change and incident management for Retail Banking Automation Program, collaborating with business and technology change

• Managed team of 50 banking professionals, across teams, carrying out mortgage underwriting, valuation assessment and issuance of Offer for NatWest and RBS customers
• Implemented robust underwriting standards to safeguard company assets and ensure conformity with industry standards
• Managed Mortgage Operations India transformation program delivering 15% YoY efficiency target
• Same Day Offers: Redesigned customer journeys to issue offers within 24 hours to ~5% of mortgage customers
• Paperless Mortgages: Contributed to proof of concept for digital transformation of mortgage journey, enabling NW to become first bank to offer paperless mortgages
• Customer Life-cycle Simplification:- Led project spanning across India and UK, removing duplication of controls and streamlining process flow across mortgage journey – 30% improvement in speed to offer.

• Managed team of 91 banking professionals spanning across 13 processes
• Ensured> 99.9% compliance to Payment Service Directive Standards
• Delivered FCO transformation improving interactions for 1.1 Million customers at 20% less cost
• Digital transformation of journey by introducing 2 way communication with customers for faster recovery of funds through a reduction of 21 days in receipt of customer signed declarations
• Led 2 migration projects thus resulting in the unit growing by 60% YoY in India
• Designed and put in play FCO Risk Roadmap for strengthening of controls
• Fraud Life cycle redesigned to recover GBP 1 million 14 Days faster for the bank

• Worked for the plant engineering department for Hindware for operation and maintenance of Critical and High end revenue generating units
• Implemented preventive maintenance schedules to minimize downtime and maximize output.- c20% Reduction in annual downtime achieved