SWAPNIL ASHOK SONAWANE
Deputy Vice President @ Kotak Mahindra Bank | Ex - Axis, RBL, Yes, Crisil, Deutsche Bank | MBA - Finance
Thane
Summary
A dynamic and results-driven Deputy Vice President with over 17 years of experience in Retail Banking. Proven expertise in process re-engineering, regulatory reporting, and audit management. Skilled in leading projects to enhance customer experience, simplify processes, and drive efficiency. A strategic leader with a strong track record of managing complaint analytics, coordinating with technology teams, and ensuring regulatory compliance across multiple banking channels
Overview
18
18
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Deputy Vice President (Project Management)
Kotak Mahindra Bank
10.2024 - Current
- Driving process re-engineering projects based on voice of customer & stakeholder feedback.
- Managing complaint analytics & reduction
- RCA driven process reviews & simplification
Assistant Vice President (Project Management)
Axis Bank
02.2023 - 10.2024
- Driving process re-engineering projects based on voice of customer & stakeholder feedback.
- Managing complaint analytics & reduction - Credit Cards
- Internal & External Audit management for Customer Service Channel
- RCA driven process reviews & simplification
- Key Achievements:
- STP enabled for inbound channel:
- EMI cancellation
- Fraud/suspicious card unblocking
- Duplicate request for amort schedule
- Autodebit setup & modification
- Enabled Merchant category code details for front end to better manage card benefit related QRC
- CTST banner for front end to avoid incorrect SR capture
Assistant Vice President (Retail Client Services)
RBL Bank
04.2022 - 02.2023
- Implementing the Services Agenda & Strategy across the Retail network of the Bank
- Implement Retail customer service projects and initiatives
- Drive the Service metrics
- Service culture related activities for the Retail Client Services network
- Plan & execute training programs (AOL/ SOPs) for retail network
Assistant Vice President (Retail Service Excellence)
Yes Bank
07.2020 - 04.2022
- Responsible for Regulatory/statutory Reporting for Retail Banking Query, Request & Complaints (QRC) i.e Tranche Reporting, Board Notes & various Service Committees (internal /External)
- TAT performance management across business & channels under the Grievance Redressal Policy of the Bank
- Complaint Analytics Dashboard across all layers of customer engagement touch points & Custodian for (QRC) data.
- Branch Service Index & performance dashboard for all retail Branches
- Service Quality Audits & inspection on the QRC of Top areas of errors/complaints.
- Plan, Direct & coordinate between Business & Technology teams to facilitate quality control & Efficiency improving projects.
- Co-ordinating Audit & regulatory inspection. Reporting Operational Risk events, loss trends etc.
Senior Manager (Credit Card Service Delivery)
Yes Bank Limited
01.2017 - 07.2020
- Managing Service Quality Audits and share insight/corrective measures to respective units.
- QRC TAT performance dashboard and early warning signals to ensure minimal TAT breach
- Consolidation of customer feedback and reviewing voice of customer for qualitative input to enhance customer experience
- Complaint Analytics Dashboard for Credit Card Business
- Co-ordinating & Managing Internal & External Audit for Customer Service Channel
- RCA management to drive & eliminate process gaps
- Key Achievements:
- Introduced, Designed & Executed Chat process for handling Customer QRC
- Instituted CRM (Customer Relationship Management) tool for capturing QRC at Credit Card Contact Center
- Introduced Centralize repository for DNC (Do not Call) data base in Bank
- New process induction enhancing customer experience
- Core member representing customer service during Vision Plus migration from Frankfurt to First Vision India
Team Leader (Central Operations)
Crisil Limited
11.2014 - 12.2016
- Managing team of executives handling detailed data entry/query management for Business Development Team
- Calculate and publish: - BDO/BDM incentives, Awards, F&F & DSA payments (monthly)
- Tracking (NSIC) billing, revenue, rejections and reversals.
- Track and approve pan India business center claims / expenses
- Handling UAT (User Acceptance Testing) of all the new enhancements related to business
- Daily Data support to Senior Management on business parameters & BD performance
- Key Achievements
- Introduced Workflow management system to process Rating Mandates basis softcopy against traditional file approach
Authorizer
Deutsche Bank AG
09.2007 - 11.2013
- Authorizing Cash & Non-Cash transactions like DD, RTGS, NEFT and fund transfers.
- Inward clearing: Verify inward clearing cheques received in MICR and CTS.
- Processing Remittance Instructions Outward/Inward (A1 & A2)
- Outward clearing: Receive and verify outward cheques/slips from branches and process them for clearing
- Balance Head Office clearing accounts on daily basis
- Processing of Corporate Salaries & Fund house credits
- Review and recommend changes to operational procedures and systems to improve efficiency, reduce cost, promote service excellence and avoid future claims as well as legal disputes
- Resolution of customer queries/complaints
- Monitoring of suspense accounts, accounts payable/receivable
Education
PGDM-FM-HB -
Welingkar Institute of Management Development & Research
01.2014 - 01.2016
Bachelor of Commerce - undefined
Mulund College of Commerce
01.2004 - 01.2007
Skills
Project Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Advanced (C1)
Timeline
Deputy Vice President (Project Management)
Kotak Mahindra Bank
10.2024 - Current
Assistant Vice President (Project Management)
Axis Bank
02.2023 - 10.2024
Assistant Vice President (Retail Client Services)
RBL Bank
04.2022 - 02.2023
Assistant Vice President (Retail Service Excellence)
Yes Bank
07.2020 - 04.2022
Senior Manager (Credit Card Service Delivery)
Yes Bank Limited
01.2017 - 07.2020
Team Leader (Central Operations)
Crisil Limited
11.2014 - 12.2016
PGDM-FM-HB -
Welingkar Institute of Management Development & Research
01.2014 - 01.2016
Authorizer
Deutsche Bank AG
09.2007 - 11.2013
Bachelor of Commerce - undefined
Mulund College of Commerce
01.2004 - 01.2007
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