R. Kishore Kumar

An astute professional with more than 18 years of rich experience in the ITeS Sector across Service Delivery, Functional consulting, Process Improvement, Reconciliations/ Investigations/ Transition support, Change and Account Management, looking for a challenging environment to utilize stronghold expertise and knowledge across cross functional domains Financial Domain Expertise

Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.

• Prince 2
• Green Belt
• On Trac Certified
• FLP Certified
• Scrum Master

• Self achievements:
• In a single year, lead successful implementation / transition of SEPA across the Reconciliations unit in EMEA & 5 other NL specific projects which were a part of Regulatory requirement
• Worked closely with peers to identify Service Advisory capability gaps, providing feedback & coaching/guiding to sustain the Service Ownership model & Roles/Responsibilities
• Lead the Service Delivery pan India NWG locations during all major incidents impacting NWG India, including India Covid-19 response incident and ensured no impact to customers
• Successfully migrated the Cheque reconciliation project for Citizens Bank from the US with 30% lesser FTE & enabled go-live ahead of time
• Supported multiple waves of LEAN continuous improvement project and enabled implementation across the BU (2010)

• Change Management
• Led successful change initiatives, ensuring smooth transitions with minimal disruption.
• Engaged stakeholders at all levels, fostering commitment and buy-in.
• Developed and delivered communication and training programs to drive employee adoption.
• Assessed change impacts and mitigated risks to ensure effective implementation.
• Applied change management frameworks (Prosci, ADKAR, Kotter) for structured execution.
• Monitored progress and used KPIs to adjust strategies for optimal results.
• Provided ongoing support and guidance to employees, ensuring high engagement.
• Continuously improved change management practices based on feedback and evaluations.
• Service Delivery
• Responsible for providing expertise and support to cross business stakeholders in relation to individual Incidents; driving appropriate actions to mitigate customer / business / staff impact
• On a 24/7, manage incidents by chairing/facilitating the Business Control Groups (BCG) with a range of senior Business Services and Bank stakeholders
• Drive and ensure implementation of robust PIR activity to identify improvement activities and create better customer experience
• Support the Head of Incident Management in developing the strategic planning for Incident Management Team for NWG India and Bank and in discharging policy standard responsibilities across India
• Have accountability to ensure that India IM and India region do not have any policy compliance failures in the assurance / audits
• Identify any gaps and non adherence to the Group IM policy. Be focused to engage and support business areas in addressing any areas of non-compliance to the Incident Management policy standard
• Drive appropriate actions to mitigate business / customer / staff impact in line with the Group Incident Management Framework by maintaining a fit for purpose IM structure for India Region
• Ensure that India IM exceeds its IM assurance and control plan criteria
• Drive and ensure adherence to the policy requirements through alignment to the relevant IM controls
• Functional Consultant – Service Advisory:
• Work closely with peers to identify Service Advisory capability gaps, providing feedback & coaching / guiding to sustain the Service Ownership model & Roles/Responsibilities
• Support assure the future state Service Advisory model features increased simplicity & connects areas of the bank in an effective and sustainable way
• Assist with the definition & rollout of Service Advisory standards templates & methodology across NWG operations
• Guide peers through the new model, providing feedback & improvement coaching
• Assist with the delivery of a range of key performance measures for Service Advisory
• Act as a central point of contact providing guidance & support in terms of Service Advisory standards, quality, tools and techniques
• Act as a SME on the Service Ownership framework, supporting service owners and change teams understand their roles and responsibilities and the standards required by the framework
• Operations:
• Demonstrated excellence in monitoring Nostro, Client Trust, Equity, Sundry, Fixed Income, Inter-company reconciliations, Consumer Cash & Branch reconciliations & investigating the open items
• Validated the on-boarding of corporate clients with a global footprint into various liquidity management service card, corporate billing for charging the clients for the services thus rendered
• Ensured delivery of FX & Base Rates were diligently monitored on a periodic basis and any anomaly was flagged immediately
• Ensured timely end-to-end monitoring of zero balancing sweeps and issues were escalated without any delay
• Authorized the offset of balances on bank account used for liquidity management; and, validated the reconciliation performed for those accounts
• Ensured that the receivables from corporate clients were efficiently tracked and any outstanding or part payment was effectively followed up; engaged with client service team / client account manager for payment
• Cross verified the reconcile completed for the transactions booked on the Dry Run accounts; and ensured that the results were shared with their team for actionable
• People Management:
• Ensure the Service Level Agreements and Turnaround times agreed with the clients are met.
• Increasing efficiency and productivity of the team by analyzing the Learning index and identifying areas for improvement
• In charge of Daily performance monitoring, Quality, interacting with clients and MI reporting
• Active involvement in resource allocation exercise with the operations management team.
• Performing performance appraisals and work with HR team on attrition control
• Work in coordination with IT and Human resources team to ensure availability of resources and infrastructure for new projects
• Continuous review of the process and identification of additional controls to eliminate risk.
• Focused approach to achieve error free processing in the Team.
• Motivate the Team to think out of the box and identify process improvement ideas.
• Process Improvement:
• Creating the processes for smooth service delivery.
• Planning and executing the improvement plans for the associates.
• Adhering to the instructions/procedures that are set out in operating procedures.
• Hands on experience in developing process metrics for performance management in accordance with SLAs outlined by the client.
• Executing recon process to check for breaks in every account for the concerned location.
• Customer Relationship Management/ Quality Assurance
• Adept at addressing inbound queries from employees and vendors over telephone and email.
• MIS
• Responsible for seeking regular feedback from the client and sharing the learning with the operations team in order to meet and exceed client's expectations.
• Facilitate the preparation of Executive Reports in close conjunction with the BU heads for company's Senior Management.
• Adept at preparing and sending
• KPI report every Month.
• Aging items reports to the respective departments every week.
• Reports for process re-engineering and cost saving analysis.