Radhika Padala

Locations: Vizag,Coimbatore,Bangalore, Raipur,Philippines

Business: Insurance Services - United States

Team Size: 1800 - 2000 FTEs

• Drove year-over-year business growth while leading operations, strategic vision and long-range planning along with creating a culture of best-in-class customer service with high performance & quality throughput by 2000 FTEs across India and Philippines
• Spearheaded cross-functional innovative initiatives & Re-engineered operations by streamlining Processes & Standardizing Quality along with large scale system implementations to establish top-performing groups while decreasing costs
• Improved the monthly Billing / Revenue by 2.5% in the FY 2021 & 20% increase in overall efficiency by LEAN, Agile & Six Sigma methodologies
• Managed budget implementations, employee evaluations and third-party contract negotiations by identifying trends in customer marketplace to obtain favorable pricing by collaborating with Sales & client implementation teams
• Developed Industry best performance management, goal setting and built career development road-map for the retention of Top Talent with effective succession planning & by implementing bar-raising programs
• Introduced new industry best practices to improve areas that cause customer pain & alongside guiding teams in identifying new opportunities in an ever-changing environment by collaborating with Industry networks ITAAP, NASSCOM, CII IWN & AP skills dev board
• Responsible for creating a work environment & culture that respects and is responsive to the needs of a diverse staff by leading ICC, DEI & CSR initiatives.

Location : Vizag , Hyderabad, Bangalore & Colombo

Business: Compliance-AML, Transaction Monitoring, KYC, Sanctions

Regions : US, Canada, UK, SGH, AUS, INM

Team Size: 400-500 FTE

• Set vision, direction and managed attainment of compliant, timely and accurate service delivery including escalations to deliver high-quality level of service by holding teams accountable to meet and exceed performance targets
• Worked with business and tech partners to structure complex transactions, ensure adherence to legal and regulatory compliance of Privacy and data and also offered advisory services on information security related issues for AML transaction monitoring & Sanctions screening
• People Management –Improved experience of Ops teams as measured by improvements in attrition and employee engagement surveys by developing strategies for recruitment, development, training and managing attrition alongside encouraging front line teams to go beyond standard call of duty to find creative solutions for product issues
• Assisted in Global standards roll out along with automation & System transformation projects on Complexity Scoring methodology, e ACS deployment, CCAM, FCTM & COG I, ultimately responsible for timely, complete and correct processing of transactions in a fast changing, complex regulatory environment
• Engaged with regulators, industry network partners & cross functional teams to manage customer disputes, respond to regulatory complaints, drive policy change initiatives to drive compliance and mentor the high performing legal teams
• Led site wide programs on career development, top talent retention & diversity hiring resulting a significant reduction in the top talent attrition by 20%
• Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership

Business: AML Transaction Monitoring & Screening- RBWM & CMB

Regions: US & Canada

Team Size: 200-250 FTE

• Evaluated operations by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency
• Led Short term assignments and migrations to cost effective locations across GSCs
• Saved $ $ 2,17,237 by implementing cost-saving initiatives that addressed long-standing problems
• Implemented policies and standard operating procedures for continuous improvement and supported implementation of Automations & AI in strengthening AML Monitoring controls
• Led the Site Audit and Control Governance by collaborating with Risk functions and facilitated Internal audit reviews, including self-identification of issues & implementation of controls
• Proved successful working within tight deadlines and fast-paced atmosphere
• Cultivated strong business relationships with teams and stakeholders to increase overall experience, satisfaction and retention rates by building the talent pool & retaining domain expertise.

Location: Hyderabad & Vizag

Business: Payments & Card & Retail Consumer

Dispute Verification

• Managed team by overseeing hiring, training, and professional growth of employees
• Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels
• Participated in continuous improvement activities by generating suggestions, engaging in problem-solving activities using Six Sigma tools to support teamwork
• Designed Target Operating Model (TOM) & deployed GPI application in the over 60 countries and designed One HSBC - work flows in collaboration with Change Delivery Manager
• Introduced new methods, practices and systems to reduce turnaround time.