Santosh Pai R.
Process excellence| Banking Professional | Digital Transformation |
Chennai
Summary
An astute professional with 20 years of experience in the area of Digital Transformation, Process Excellence Transactional quality, Operations management and Project management. During my current tenure with WNS, have handled multiple processes for UAE, Oman, US and UK clients.
Overview
22
22
years of professional experience
2025
2025
years of post-secondary education
5
5
Languages
Work History
Process Excellence Manager
Wipro LTD
Chennai
10.2023 - Current
- Led cross-functional teams for successful process improvement initiatives, resulting in streamlined operations.
- Promoted innovation culture by encouraging employees to identify areas of improvements during regular team meetings.
- Developed customized training programs to elevate employee skills and drive continuous improvement culture.
- Conducted root cause analysis of recurring issues, implementing corrective actions to prevent future occurrences effectively.
- Established robust quality control measures, leading to a substantial reduction in errors and rework.
- Improved process efficiency by identifying bottlenecks and implementing targeted solutions.
- Implemented Lean Six Sigma methodologies, significantly reducing waste and increasing productivity.
- Facilitated process mapping sessions to gain insights into existing workflows, ultimately redesigning them for optimal performance.
- Collaborated closely with senior management to align process excellence initiatives with organizational goals and objectives.
- Improved efficiency and effectiveness of performance and management of processes across departments.
Consultant – Digital Transformation (Senior Manager)
WNS Global Services Pvt. Ltd
03.2005 - Current
- Currently managing Digital Transformation for Banking clients based out of US with a span of ~600+ people across multiple locations
- Drive Digital solution initiatives across client processes via Intelligent Automations, Artificial Intelligence, and Business Process Re-engineering
- Achieve the contractual productivity targets defined by the business on year-on-year basis
- Oversee transformation projects from conception to implementation
- Work with various stakeholders such as business leaders, automation team, and vendors to ensure successful implementation of transformation projects
- Successfully showcased 2 “Proof of Concepts” solution for Account opening and Cheque Clearing processes in FY 22-23
- Created 5 Point of views for Mortgage, KYC and Retail banking processes
- Responsible for driving and tracking non-contractual productivity for Banking and Financial Services FY22’23 – over achieved target by 5% (FY 22’23)
- Proposed 3 Business Process Re-engineering ideas wherein 1 got successfully implemented with a savings of $100k for client (4 FTE benefit)
- Mentored 1 GB and 1 YB project with overall savings $50k in Fy22’23
Group Manager - Quality
WNS Global Services Pvt. Ltd
10.2015 - 03.2021
- Drive Process excellence initiatives across client processes via Six Sigma, BPR and Lean
- Setup Quality framework for processes aligned - both existing and New
- Risk Management, observe and identify risks early and work with the relevant teams for the mitigation
- Work with operational teams during parallel run to ensure smooth stabilization including metric reporting, setting operational governance leading to successful handover
- Lead Due Diligence exercise to capture key aspects of a process such as effort estimation, scope, SLAs/Metrics, success criteria, key assumptions/considerations and buy in from stakeholders for a 600+ FTE deal spread across Remittances, Account Services, Cards, Trade, AML along with Financial Crime and Compliance processes like Sanction screening, Payment filtering KYC in FY 2020-21 for a Middle Eastern Bank
- Successfully identified and implemented 10 automation projects across various processes-~25% efficiency improvement
- Identified process deficiencies and shared 5 re-engineering projects across processes like Clearing, Remittances, Credit Card and Personal loan processes
- Baseline and agree with clients on accuracy targets for New businesses
- Monthly Reviews / Quarterly Business reviews with clients & WNS senior management team
- Assisting the Senior General Manager/ General Manager – Operations in defining the detailed requirements including processes, skills, processing volumes, service levels, performance criteria and business continuity
Deputy Manager
WNS Global Services Pvt. Ltd
10.2010 - 09.2015
- Perform base lining & validation of CTQs as per customer SLA
- Ensure Quality checks samples are met across processes as per Quality standard document
- Handled a team of 200 team members with the help of – 1 AM, 3 Lead coach and 5 Quality associates
- Drive idea generation across processes
- Conduct quality trainings as per the quality framework
- Played an important role during transition of processes from a Middle East bank for Trade finance – 36 FTE, Credit Operations – 40 FTE’s, Clearing – 30 FTE’s
- League of Champion award for Best Leader
- Zero Non conformities during internal and external audit’s
- Successfully completed 1 Green Belt project on Improving the efficiency of the process
- Prepare quality dashboards depicting the health of the process – SLA’s, error analysis, root cause analysis and preventive / control action plan
Quality Assurance Leader
WNS Global Services Pvt. Ltd
07.2007 - 09.2010
- Reporting on Critical to Quality (CTQs) and Critical to Process (CTPs)
- Regular process quality checks as per frequency & sampling strategy
- Procedure & work manual documentation as per ISO
- Drive Continuous improvement initiatives
- Mentor team members for process queries
- Handled a team of 50 team members 2 Lead coach and 2 Quality associates
- Successfully completed 1 Yellow Belt project on Improving the accuracy of the process
- Mentored and closed 13 Kaizen projects at a program level
- Certified as a Kaizen professional
- Awarded as the Best SPOC for “Living the WNS Values’ contest
- Awarded as the “Extra Miler” award
Process Trainer
WNS Global Services Pvt. Ltd
06.2006 - 06.2007
- Specialized in transition and stabilize new businesses
- Successfully remotely transitioned 4 mortgage processes over a period of 2 weeks
- Instrumental in business transition of 1 mortgage insurance process from US
- Done a Lean Project by reducing the Learning curve in the process
Sr. Executive
MedSave Healthcare Ltd
12.2002 - 03.2005
Education
Advanced Certification - Data Science and Machine Learning
IIT- M
B.Com (Pass) - undefined
Delhi University
XIIth - CBSE Board
Kerala School
Xth - CBSE Board
Kerala School
New DelhiSkills
Quality management systems
Operational excellence
Customer focus
Productivity improvement
ISO standards
Workflow optimization
Process automation
Process mapping
Stakeholder management
Best practices implementation
Business process management
Lean six sigma
Quality service
Business process reengineering
Problem-solving
Operational efficiency
Personal Information
Date of Birth: 06/23/82
Timeline
Process Excellence Manager
Wipro LTD
10.2023 - Current
Group Manager - Quality
WNS Global Services Pvt. Ltd
10.2015 - 03.2021
Deputy Manager
WNS Global Services Pvt. Ltd
10.2010 - 09.2015
Quality Assurance Leader
WNS Global Services Pvt. Ltd
07.2007 - 09.2010
Process Trainer
WNS Global Services Pvt. Ltd
06.2006 - 06.2007
Consultant – Digital Transformation (Senior Manager)
WNS Global Services Pvt. Ltd
03.2005 - Current
Sr. Executive
MedSave Healthcare Ltd
12.2002 - 03.2005
B.Com (Pass) - undefined
Delhi University
XIIth - CBSE Board
Kerala School
Advanced Certification - Data Science and Machine Learning
IIT- M
Xth - CBSE Board
Kerala School
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