THOMAS CHRISTOPHER

• Managed 85+ FTEs across Bengaluru and Hyderabad locations. Owned the UK Savings Operations process across the customer lifecycle, and ensured that the critical key performance indicators and service levels were met.
• Ensured that the OSBI Savings Operations team provided a consistently high quality of customer service to the 350,000+ onboarded customers.
• Tracked volumes, capacity requirements, and made timely decisions to ensure sufficient resource availability.
• Developed a keen sense of risk within the Savings business and ensured that mitigating controls are in place. Owned the Quality and Risk Management framework for Savings, covering the Risk & Control Self-Assessment (RCSA) process, Risk Assessment Matrix (RAM), and Risk Register for Savings.
• Ensured timely identification and reporting of issues, and took the lead on issue management. Ensured root cause analysis, corrective actions, and preventive actions were completed to enable timely resolution.
• Worked with stakeholders from across the business to identify challenges to regulation and policy that resulted in a need to update processes and procedures. Coordinated with the operations team to implement the changes.
• Conducted deep dives and established root cause analysis of quality errors and complaint trends within Savings. Put corrective actions in place to ensure no reoccurrence of issues.
• Engaged with internal and external auditors, as well as compliance, as needed. Provided relevant information to ensure the successful completion of audits and thematic reviews from compliance.
• Represented savings on projects and change-related activities, serving as the sign-off authority for all documentation and change.
• Managed and coached direct reports, including all aspects of performance management, career development, employee administration, and recruitment.
• Introduced a new skill matrix template to capture the upskill and cross-skill percentage.
• Introduced the Grape Chart as part of the Drive Zero Initiative to track operational errors, customer complaints, and risk events.
• Ensured all CEO complaints were prioritized and resolved within 24 hours.
• Conceptualized and launched the Payments and Non-Payments Centre of Excellence (CoE), which led to the improvement of Quality Scores from 95% to 98.5%, and resulted in a reduction of customer complaints and Nil Risk Events.
• Challenged the current process of suspended case management and amended the process to increase ownership, resulting in a reduction of customer complaints and an improvement in the customer journey, thereby resulting in efficiency gains.
• Streamlined operational processes to enhance productivity and reduce turnaround time.
• Developed strategic plans aligning departmental objectives with company goals.
• Analyzed performance metrics to identify trends and recommend actionable solutions.
• Managed and motivated employees to be productive and engaged in work.
• Cross-trained existing employees to maximize team agility and performance.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.

• Delivered end-to-end ICT and non-ICT projects for finance and treasury, lending, information technology, and regulatory functions, ensuring alignment with business priorities and compliance standards.
• Coordinated prioritized tasks across cross-functional teams, such as business, development, testing, IT support, third-party vendors and system integration, to ensure timely delivery.
• Led cross-functional teams to execute project deliverables on time and within budget.
• Developed project plans, timelines, and resource allocation strategies for optimal efficiency.
• Managed the full project life cycle using waterfall and hybrid methodologies. Implemented Kanban and Scrum agile practices, with project delivery methodology.
• Organized, directed, and controlled all major activities on approved ICT and non-ICT projects. Oversaw the implementation of applications, system upgrades, and digital transformation programs.
• Ensured adherence to data security, risk management, audit requirements, and BFSI compliance frameworks.
• Led stakeholder communication across technology, operations, business units, and senior leadership.
• Tracked project milestones, objectives, KPIs, and deliverables; prepared dashboards and project status reports for executive leadership.
• Handled change requests, issue resolution, contingency planning, and vendor SLA management.
• Managed UAT, go-live, user onboarding, and transition to support teams with minimal business disruption.
• Worked with teams such as IT Networks, IT Security, and Architecture to ensure key cyber security elements, such as Multi-Factor Authentication, are implemented successfully, and all approvals are received from relevant core IT areas.
• Created service support model documents and user guides for IT support teams in order to ensure smooth knowledge transfer, and effective maintenance of implemented solutions.
• Ensured effective engagements with relevant teams and ensured that quality audits and inspections are completed effectively and in a timely manner.
• Ensured the recommendation of corrective action plans and improvements in the resolution of non-compliance with standards detected through the monitoring and auditing of processes.
• Led the direct training meetings in collaboration with the business, developers, testers, product, and support teams, and arrived at timely resolutions.
• Worked with external technical vendors, and facilitated technical guidance and training in application software and operational procedures.
• Worked with business analysts to ensure the timely creation of BRDs and scope documents, and with IT system architects for high-level and low-level design documents, and facilitated workshops and approvals.
• Worked with testing teams to implement the right testing strategy for each project, and coordinated with relevant areas for timely completion of UAT, BVT, performance testing, load testing, SIT, smoke testing, etc.
• Delivered projects resulting in annual cost save of £23k for finance department and £33k for tax department. Positive impact for 300k savings customers and increase in operational efficiency for 500 staff etc.

• Supported the leadership to build a team for the UK and Ireland.
• Assisted the service function by measuring and reporting key project management metrics.
• Assisted in planning, scheduling, tracking, and managing overall project execution for the UK and Ireland.
• Assisted in the effective management of project metrics such as cost, schedule, product, and process quality, etc.
• Assisted in the successful resolution of project risks and issues.
• Supported in managing multiple and simultaneous projects end-to-end.
• Supported in managing project billing, utilization, and resource allocation.
• Assisted in ensuring project resources are effectively utilized with maximum output efficiency.
• Automated the webcast learning modules and reduced the time of creating one module from 24Hrs to 1Hr. Delivered 23 webcast learning modules through automated process within 24 Hours.

• Developed detailed project plans, including timelines, resource forecasts, and budgets.
• Tracked project milestones, objectives, KPIs, and deliverables; prepared dashboards and project status reports for senior leadership teams.
• Managed UAT, go-live, user onboarding, and transition to support teams with minimal business disruption.
• Led stakeholder communication across technology, operations, business units, and senior leadership.
• Ensured that the project implementation is in accordance with timelines and quality.
• Managed vendor communication, contract review, and renewal process.
• Ensured adherence to data security, risk management, audit requirements, and compliance frameworks.
• Lead process improvements, robotic process automation, and efficiency-generating initiatives.
• Delivered all projects within cost, schedule, and as per the agreed scope.
• Successfully delivered 60 teams onboarding projects across 12 countries and enabling access to 1200 users

• Over 6,000 man-hours of training delivered, which includes technical, soft skills, personality, and behavior development training.
• Single-handedly managed the training agenda for 330 staff members.
• Developed and implemented training programs to enhance employee performance and engagement.
• Conceptualized and developed the Wholesale Lending Operations Learning and Development Capability Framework.
• Conducted a Training Needs Analysis (TNA) for 330 staff in Wholesale Lending Operations and 500 staff in Group Services teams.
• Responsible for owning and maintaining all training-related metrics and reports.
• Responsible for managing the relationship with external training vendors, including managing the invoices and billing.
• Responsible for conducting campus-wide New Joiner Induction programs, soft skills, personality, and behavioral training programs for mid- to senior-level managers in the capacity of central L&D facilitator.
• Responsible for effectively managing the training budget by nominating staff to training programs, as per the TNA outcome.
• Organized development-training program for speech and hearing-impaired staff using sign language technique.
• Received the Global STAR Award for training support provided to specially abled staff
• Designed the Learning and Development Dashboard for effective sharing of the training-related metrics with the senior stakeholders.
• Crafted the Learning Centre Framework for Institutional Operations staff members, aimed at converting staff from processors into bankers.
• Created 12 new joiner accreditation frameworks and 5 checker accreditation frameworks to ensure effective training in wholesale lending operations.
• 308 hours of overall training time reduction across teams in WLO in FY 2013.
• Improved cross-skilling ratio from 45% to 60%.

• Team management, delegation, capability development and client relationship development.
• Driving continuous improvement culture by new initiatives and process improvements.
• Oversaw daily production workflows, ensuring adherence to operational standards and timelines.
• Trained team members on best practices for safety and efficiency in production processes.
• Resource management in terms of people and work inflow and capacity planning.
• Conducting quality circle meetings (‘Kaizen’ ideas) for process betterment and improvements and Root Cause Analysis sessions for improving quality.
• Conducting performance reviews and providing feedback; one-on-one meetings with team members as a part of their development and appraisal on a monthly basis.
• Ensure the process is audit and risk compliant. Resources’ weekly planning, targeting on productivity and 100% utilization.
• Preparing training modules for new joiners / cross-training and analyzing resource competencies.
• Investigations of operational issues/escalation and recommending feasible solutions.
• Improvement of accuracy from 88% to 97% within 6 months through creation of accreditation frameworks.
• Received Global Excellence Award in 2007 for making the account closures process paperless thereby saving AUD 24000 on papers each year.
• Spear headed the Quality Excellence Initiative within Wholesale Lending Operation and responsible for the BU winning the Global Quality Excellence Award for two consecutive years.

Bangalore University