Runa Sharma

Seasoned and results-oriented banking professional with over two decades of diverse experience across Business Banking, Retail Banking and Branch Banking. Proven expertise in driving strategic initiatives, leading complex transformation projects, and enhancing product performance through structured problem-solving and customer-centric innovation. Skilled in managing the end-to-end lifecycle of core banking products, optimizing business processes, and delivering sustainable growth. Adept at leading high-performing teams, ensuring operational excellence, and achieving both individual and organizational goals.

• Date of Birth: 01/23/77
• Marital Status: Married

• Voice Over Artist (freelance recordings and narration) | Graphology | Occult Sciences Enthusiast

• Recognition for Streamlining Savings Account Client Onboarding
• Recognition for driving multiple e-banking initiatives

Onboarding and customer service experience

• Spearheaded Axis Bank's empanelment with the Ministry of Corporate Affairs (MCA), enabling businesses to open their first Current Account seamlessly during the company incorporation process on the MCA portal
• Enabled a suite of self-service options via internet banking, including GSTIN and Re-KYC updates, address and contact changes, cheque services, account transfers, and dormant account reactivation
• Review and implementation of various policies, such as Multiple CA Opening, CA closure, credit discipline, and overall Current Account policy
• BYOC (Bring Your Own Device) journey for company accounts
• Developed a CRM-based pre-onboarding tool for branch sales teams to assess new-to-bank customers, and recommend tailored solutions, including optimal Current Account fitment and cross-sell opportunities
• Led digital onboarding for partnership and company accounts by enabling real-time data prepopulation and verification from government sources, reducing manual form-filling, and improving RM efficiency by 80%. Integrated AI-based authenticity checks (image forensics, ID tampering) to cut manual validation efforts by 70%
• Revamp the insta kit process to increase operational efficiency, reduce wastage, and lower costs
• Design and implement the current account opening workflow for the overseas branch (Gift City Branch), and launch the product proposition for niche clientele
• Cross-functional project to ensure that A/c opening TAT meets targets in 85% of cases (across categories)
• Tab Banking & Online account opening for Sole Proprietors and online GST, PAN, Aadhar Verification
• Revamped, simplified account opening form and process for other non-individual constitutions
• Launched the 'Green Channel' process for onboarding and servicing

Implementation of Credit Discipline Guidelines

• Led the implementation of complex Credit Discipline guidelines, launched multiple Cash Credit and Overdraft account variants, and migrated existing portfolios in line with revised regulatory norms
• Streamlined associated processes and policies to ensure seamless compliance

Create best-in-class products and feature enhancements

• Product proposition for the SNRR segment, start-up banking, Gift City, and bundled product offering for CA with merchant acquisition, third party
• Current account product proposition for HNI clients (Burgundy and private), RERA, bullion dealers/jewelers, and trust segment
• Product Launch: Priority Current Account, Current Account for Electoral Trust, Current Account for Distributors for Direct Money Transfer Business
• Revamp of Re-KYC and Beneficial Owner simplification: move to an image-based process, creation of CIF, auto creation and tagging of Beneficial Owner CIF, and form simplification
• Process rationalization for opening a current account for entities having authorized signatories as existing customers
• Credit Co-operative Society – identification of portfolio, complex system validation creation, exit plan, and execution
• Scanned-based automated process for post-account opening services: addition of authorized signatories, beneficial owners, and signatures
• Customer communication revamp for various existing and new-to-bank customers – welcome letter, SMS
• Creation of a Customer ID for the legacy authorized signatory or beneficial owner

Account Opening Reengineering

• Intuitive layout for easier form filling, comprehensive (CASA, credit card, Insta-Non-Insta, salary reimbursement, HUF account integrated with Form 60, signature mismatch declaration, eDGE loyalty registration, and Aadhaar seeding

Statement Enhancement and Initiatives

• Once Glance Statement for Premium customers: a comprehensive customer-level view of all the relationships of CASA, term deposits, mutual funds, bonds, demat holdings, insurance policies, and eDGE loyalty points information
• Other enhancements: profile completeness, event board, graphical representation of debit card spending trends, eDGE loyalty program, interest certificate, average balance maintained, simplified charge breakup, and tariff plan, customer-friendly narrations
• Enables multiple, easy-to-remember password options
• On Demand E-Statements …. Anytime, anywhere, by SMS
• Duplicate statement at branch: Option to generate account and customer ID-level statements through branch analytics, charge application process built for duplicate statements generated at branches, with an option to print and send password-encrypted e-statements. Generated income of Rs 5 lakhs per month
• Built cost efficiencies in the statement process by discontinuing physical statement to electronic channels and passbook. Cost saved – Rs.20 crs PA

Aadhaar Integration

• Building process for Aadhaar linking to bank account for Direct Benefit Transfer (DBT) payments, and driving penetration at branches
• Enabling query tools, and report options for branches
• Launched digital/alternate channels like the website, internet banking, SMS, ATM, IVR, and mobile app for Aadhaar seeding