Srajesh Shetty
Bangalore
Summary
Project Manager with 12+ years of experience in leading large-scale delivery programs in Retail Banking and Fraud Operations. Expertise in project governance, risk management, and ensuring adherence to scope, timeline, quality, and budget. Skilled in managing senior stakeholder communications and coordinating cross-functional teams to align with organizational standards. Proven success in Agile delivery models, executing high-impact initiatives while maintaining strong governance and stakeholder confidence.
Overview
16
16
years of professional experience
Work History
Assistant Vice President – Fraud & Claims Operations
JP Morgan
09.2017 - 09.2025
- Progressed through roles of increasing delivery accountability, ultimately leading large-scale, multi-division transformation programs across Fraud Operations, with ownership of scope, timelines, quality, budget discipline, and delivery outcomes.
- Led and governed enterprise-scale efficiency and quality improvement initiatives that were successfully scaled across global locations, improving operational consistency, stakeholder confidence, and delivery predictability.
- Directed end-to-end workforce expansion and readiness programs as large transformation initiatives, delivering the hiring, onboarding, and production transition of 2,000+ FTE and 1,800+ production migrations, in partnership with HR, Training, Workforce Management, Technology, and Access teams.
- Designed and delivered capability build and enablement frameworks (training models, SME pathways, OJT support structures) to accelerate readiness, reduce time-to-productivity, and ensure sustained delivery across programs.
- Led delivery for large, complex operating environments (400+ FTE impact), ensuring KPI attainment, service stability, and adherence to enterprise governance, risk, and compliance standards.
- Spearheaded enterprise transformation programs focused on KPI optimization, financial and operational metric standardization, and process re-engineering, delivering measurable improvements in SLA adherence, productivity, quality, and cost efficiency.
- Diagnosed and stabilized systemic performance breakdowns through structured root cause analysis, corrective action frameworks, and cross-functional remediation plans, restoring service continuity across sites.
- Institutionalized learning, change adoption, and enablement innovations (byte-sized learning modules, Operations Readiness Coaching Matrix), improving adoption, engagement, and delivery sustainability.
- Led the implementation of the LEAN Management Operating System, and partnered with technology teams to design and deploy Excellerate, a digital delivery enablement platform supporting coaching, learning, quality insights, error analysis, and AI-driven performance intelligence.
- Partnered closely with global business, risk, compliance, and technology stakeholders to ensure regulatory alignment, strong governance, transparent decision-making, and customer-centric delivery across all initiatives.
- Recognized with 30+ enterprise awards (Champion of Chase, CEO Award, Impact Award, Leadership Excellence, Innovation, Best Team) for excellence in delivery leadership, transformation execution, and sustained business outcomes.
Team Leader - Operations
Ocwen Financial Solutions PVT LTD
03.2011 - 01.2017
- Hired as a collection associate to collect payments, provide payment plans for delinquent Mortgage accounts.
- Job role involved setting appointments with customers to review income and expense information of customers.
- Based on financials, provided In-house or HAMP modification programs to customers to aid them on the mortgage.
- Set up payment plans and collected down payments.
- Promoted to Team Leader in 2014 for Short Sale process.
- Job role involved handling 44 associates working on voice and non-voice.
- Voice involved aiding customers/realtors with documentation and requisites in order to sell a property listed.
- Non-voice involved underwriting the short sale and deed in lieu documents for closure of sale.
- Achieved Best TL award for 2 years in a row.
- Achieved Best Team award for a year on highest number of sales closed.
Customer Service Associate
Aditya Birla Minacs
01.2010 - 03.2011
- Inbound customer service for Capital One Credit cards.
- Provide financial solutions to customers holding Capital One credit cards with payments, payment plans and collection of delinquent accounts.
- Upsell internal products like Authorized User, Balance Transfer, Payment Protection and credit support to customers.
- Was recognized as the best upseller for 8 months in a row.
- Was given additional responsibility to train 600+ staff on upselling techniques.
Education
Bachelor Of Commerce -
Skills
- Project development and lifecycle
- Project scope management
- Deliverable and milestone tracking
- Project planning and execution
- Continuous improvement strategies
- Operations and process management
- Risk management practices
- US mortgage servicing expertise
- P&L oversight
- Stakeholder engagement
- Cross-functional leadership skills
- Workforce optimization
- Regulatory compliance knowledge
- Training and development programs
- Relationship management
Disclaimer
I hereby declare that the above-mentioned details are true to the best of my knowledge.
Attributes
- End-to-end project delivery leadership, ensuring scope, timeline, quality, and budget adherence in large-scale programs.
- Strong delivery governance expertise, including milestone tracking, RAID management, and executive/steering committee reporting.
- Proven risk, issue, and dependency management, with disciplined mitigation and escalation in regulated environments.
- Effective senior stakeholder and cross-functional coordination across business, technology, and global teams.
- Solid grounding in Agile / Scaled Agile delivery, balancing compliance, speed, and predictable outcomes.
Timeline
Assistant Vice President – Fraud & Claims Operations
JP Morgan
09.2017 - 09.2025
Team Leader - Operations
Ocwen Financial Solutions PVT LTD
03.2011 - 01.2017
Customer Service Associate
Aditya Birla Minacs
01.2010 - 03.2011