Rajiv Kumar

For Customer- Collaborate as one Bank to drive value for Customers by simplifying, innovating & promoting digital solutions.

• Lead in the strategy creation on stakeholder heatmap & have periodic connect with them.
• Building a strong environment & awareness on customer journey in the team to appreciate good/bad action of staff could impact on customer.
• Having operating rhythm on opportunity for process improvement & Risk identification.
• Adapt agile way of working to ensure smooth delivery of simplification, Hands-off reduction, & automation Initiative.
• Help vulnerable customer as per policy and log the scenarios.
• Provide best in class customer services by adhering best quality standard & turn around time to be an industry leader.

Finance & Business Delivery- Deliver agreed Financial, Regulatory & Sustainability commitments with climate impact in mind.

• Improve efficiency & effectiveness, developing innovative ideas for the future & simplifying process for ourselves & customers.
• Maintain cost discipline
• Build one Bank culture. in the function by removing boundaries by focusing on outcomes & the collective success of others.
• Manage incidents excellently with transparency.
• Lead & support the team on activity to reduce carbon footprint.

People- Create a healthy & inclusive workplace to make function/Bank a great place to work as build capability to meet the needs of future payment organization & support each other to succeed.

• Build a great place to work by creating a positive culture with Wellbeing, development & leadership at the forefront.
• Work with one team approach and create CoE through building capability of people, resilience within unit.
• Identify the opportunity of Internal & External training/certification for the staff relevant to business and meets staff goal.
• Having operating rhythm on Monthly 1:1 & coaching session with the staff with tracking of actions agreed.
• Recognize good work delivered by staff as appropriate & publish monthly success story.
• Liten to the feedback from staff & Manager to improve the score in coming session.

Risk- Keep the function, system, process safe, secure, compliant & resilient.

• Continue to focus on resilience across the team in function.
• Ensure compliance to process by adhering to policies & managing risk with individual accountability.
• Increased responsibility to identify changes that could impact our controls, services.
• Build better awareness of various policies, regulations etc amongst the team.
• Immediate escalation to line manager and key stakeholders on any customer complaint/Fraud/Data breach/ Suspense Break/ policy violation.
• Promote generative risk culture in the function.
• Build resilience for the function.

Key Success-

* Managed Ukraine Russian crisis Very well and quickly back to BAU.

* Smooth transition to RTO and ensure 100% adherence to it.

* Improved Our view score.

* Completed E&Y audit with no finding.

* Improved resilience within team & Outside team to ensure team manages 100% increase in volume with ease.

* Updating people on ISO 2022: changes

Key Achievements-

• Nil Paid fraud for the year.
• Saved ~125 fraud payment for GBP ~10 Mil.
• Maintained 100% conformance while shifting to work from home strategy from day-1due to pendamic with future ready planning.
• Played a key role in infrasturce delivery to the staff during Covid and any other support.
• Worked with Fraud CoE in development of new fraud tool for the Bank.
• Managed 2 high performing team/Critical process ( UK Inward Payments & Rapid Response Team) with exceeding the expectation in all the delivery.
• Implemented few fraud tool like CoP (Confirmation of Payee), FMS (Fraud Management System) in the process to strengthen the control as well as suggested few other fraud tool to be implemented.
• Lead the Job shadowing programme for the function as Guest & Host.
• Created a team of fraud CoE who ensure maintain Nil paid fraud.
• Review and publish the new modus operandi of fraudster to the key stakeholder to safeguard customer and Bank from Fraud.

Key Achievements-

• After meeting the requirement of Chaps Outgoing payments within 60 minutes of receipt , have delivered Chaps outgoing NSTP payment within 30 minutes and Foreign payment within 60 minutes.
• My above delivery has made Natwest group as a industry leader in chaps delivery which was featured in Bank's H1 result of 2019.
• Based on our outstanding customer service Wells fargo & J.P. Morgan chase Bank has rewarded us with Operational excellence award.
• Created resilience of 100% coverage outside of core team.
• Delivered a process improvement idea where given suggestion to remove one legacy warning in the system which has resulted in 10% of daily NSTP electronic payment for the team which is ~1300 payments/day.
• Awarded as Best Manager award along with 100% score in my Manager category in feedback survey.
• Delivered CertPay training to the team for 28 Weeks.

Key Achievements-

• Migrated 4 processes from UK through screen sharing & for one visited UK for 3 Months and established Financial Crime Team in India.
• Reviewed process documents and collaborated with risk team and management to have extensive fraud control which safeguard our customer and Bank from any fraud attempts.
• Guided and created a team of great financial crime specialist who has ensured to achieve& maintain Nil paid fraud, where team saves ~ 125 fraud payments/year worth GBP 10 Mil.
• Created team of centre of Excellence and single point of contact for any fraud related issue in the Bank.
• Periodic review of any new modus operandi of fraud ,documented risk management issues and outlined mitigation actions which then shared with Bank security team and other franchise for action.
• Developed internal best practices, resources and training materials to support the staff.

Key Achievements-

• Played a key role in migration of Manual Payments in India and established the process.
• Once we started delivering beyond expectation migrated more complex activity to ensure E-E process is managed within India.
• Maintain 100 quality with 120% of productivity.
• Received many awards for the great work delivered.
• Reduced hand-off to onshore by 15%.
• Acquired competency to be an effective back up of SME.
• Reduced team error rate by 25% by doing monthly Pareto Analysis and learning session.
• Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
• Trained and supported new team members, maintaining culture of collaboration.
• Worked varied hours to meet seasonal and business needs.

Key Achievements-

• Migrated UK Electronic Payments from Chennai to Delhi and played key role in establishment.
• Learnt the product & Process in quick turn around time.
• Maintain good productivity & accuracy level.
• Appreciation received from MD & stakeholders for diligence partnership, support & extraordinary contribution during system crisis of Bank in 2012.
• Identified and completed 26 process improvement initiative which has helped the Organization in tangible benefit of 2 FTE, simplified our peers life and great service to customer.
• Identified and registered inherent risk in In Internal Risk Register.