Soma Roy
Senior Operations Professional, Assistant Vice President
Malad West
Summary
An achievement-oriented professional with 17+ years of experience in successfully managing & controlling entire business operations across Operations Management, Project Management, Automation Management, Transition Management, Quality Management, Training, Vendor Management, Client Servicing and Team Leadership, performance management with expertise in managing operational risk for clients in ASP,UK,US and Canada Exhibited leadership across business functions with expertise in driving improvement methodologies, Cross Skilling, developing methods & upgrading processes to improve overall productivity, efficiency, quality and customer experience Displayed paramount efforts in successful process migration/transition in service environment by capturing As-Is Process, developing functional specifications, business blueprint documents and exceeding all set goals by enduring customer relationships Successfully led & managed process automation and transformation initiatives which provided client & business, benefits like increased capacity, reduced cost, reduced ops risk and improved quality of service Rich experience in managing diverse portfolios which includes US Fraud Detection (card and non-card), ASP Fraud detection, UK Fraud Detection, US & ASP Onboarding and KYC, US Fraud Investigations and US customer service Successfully conducting offshoring and knowledge transfer of multiple projects from United Kingdom, North America, Australia, Singapore and Malaysia and completed a complex ASP migration along with setting up the Fraud operations footprint in Malaysia Proven success in achieving customer delight by implementing best practices; implemented several process improvement initiatives to achieve maximum efficiency in various operations Added value to the efforts of the organization by building and managing a team of 350 members that excel in delivering business value with high morale & low attrition; recruiting, leading, training and monitoring the team members for maintaining excellence in the service operations as well as developing SOPs.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Department Leader (AVP Fraud Manager II)
JP Morgan and Chase
06.2023 - Current
Assistant Vice President Operations
HSBC HDPI
03.2006 - Current
- Managing process transition and project implementation activities; leading a team of upto 350 members; generating ad-hoc reports and sharing the same with higher management for decision-making.
- Managing 2 countries (US and UK) in different time zones.
- Managing Performance across all levels and adhering to performance management standards of the Organisation.
- Executed operations within timelines; implemented business continuity plans to ensure uninterrupted operations.
- Achieved process improvements and applied different techniques in processes to enhance productivity & profitability; removed unnecessary procedures in process for efficient functioning and ensured uniformity in the process.
- Implementing & ensuring company security and data protocols; developing Training Material, Process Maps and SOPs.
- Mapping requirements in coordination with cross-functional teams and End-users and providing best solutions involving evaluation and definition of scope, clients management, quote integration, scheduling, and resources for transition projects.
- Formulating metrics & reports for performance assessment, incentive designs, knowledge management, service & sales operations and quality; allocating ad-hoc and operations work to the team members and monitoring & ascertaining improvement in all aspects of process metrics, quality, people metrics and performance scores.
- Identifying needs for training and conducting regular training sessions for new joinees as well as team members.
- Working with Business & Functional Leaders and devising strategic plans to enhance operations; implementing strict measures in operating procedures to optimize resource / quality/ process/ capacity in coordination with Domain Experts.
- Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services.
- Coordinating with cross-functional teams to resolve issues and managing escalations; spearheading various functions to ensure on-time delivery and deployment procedures as per the SLAs and KPIs; implementing improvement methods to enhance business operations; designing & implementing SOPs across the Line of Businesses.
- Prioritizing aging invoices for all critical suppliers and coordinating with partners for timely payment to suppliers.
- Improved headcount in Mumbai JPMC from 128 to 290 within a year.
- Managed Vendor for JPMC and ensured timely delivery.
- Lead and established Fraud Loss structure in JPMC Fraud Ops.
Education
Post Graduate - English
Patna University
Skills
Strategic Planning & Leadership
Significant Achievements
- Awarded Champions of Chase, 2024
- Increased operating efficiency by reducing hand off, 2024, Provided 16 FTE Save.
- Bagged the Business Leader Award, 2019, 2021, 2022
- Consistently rated as Top Performer, 15 out of 17 years in HSBC, 2024 in JP Morgan and Chase
- Increased the operating efficiencies of the team, 2019, From 65% to 91% resulting in a 6 FTE save.
- Increased efficiency of the process by eliminating waste, 2021, Provided 16 FTE save.
- Developed & implemented Quality SOP for Onboarding, Detailed the various additional quality checks to be conducted in order to improve the overall account opening quality for US and Canada.
- Successfully concluded procedural overhaul for onboarding of customers in US, Ensured that the procedures are in line with the group policy and local regulations.
- Successfully managed several US and ASP offshoring projects in Fraud and Onboarding
- Recorded minimal attrition, 2018 to 2020 in HSBC, 2023-2024 in JPMC
- Worked on streamlining the account opening documents for US region, Ensured enhanced customer experience and reduced turnaround time in overall end to end journey of account opening.
- Received Best Team of the Quarter, 2014
- Center Manager’s Excellence Award for performance, 2013, 2012
- Best Team for consecutive 6 months and Assistant Manager Operations Superstar, 2008, 2009
Personal Information
- Hyderabad
- Bengaluru
- Industry Preference: BFSI
- Date of Birth: 05/08/XX
Timeline
Department Leader (AVP Fraud Manager II)
JP Morgan and Chase
06.2023 - Current
Assistant Vice President Operations
HSBC HDPI
03.2006 - Current
Post Graduate - English
Patna University
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