Shilpa Rani B E

19+ years of experience across banking and utility operations, with strong expertise in mortgages, secured and unsecured lending, underwriting, credit assessment, KYC/AML, remediation, quality, training and regulatory compliance. Experienced in leading large teams, managing client relationships, improving process performance, supporting transitions and driving service delivery across voice and back-office operations.

Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.

• Reduced pending applications by 34% through focused operational controls, prioritization and follow-up.
• Improved loan application approvals by 30% through stronger verification, quality and process management, earning client appreciation.
• Supported an 8% increase in headcount following improved performance and client confidence, resulting in expanded responsibilities.
• Expanded scope to Vehicle Loan applications, taking on verification and disbursement activities.
• Reduced rework by 35% by collaborating across geographies.
• Led a critical Responsible Lending transition involving 120 Underwriters assessing regulatory compliance.
• Streamlined Income & Liability processing and achieved efficiency equivalent to 15 FTEs.
• Improved NPS by 20 points through a new three-step framework and reduced complaints by 90% through upstream/downstream redesign.