Vikas Singh Chandrawat
Operations Service Delivery Leader
Jaipur
Summary
Dynamic Service and Delivery Leader with extensive experience managing large-scale operations in Retail Banking, Mortgage, and Financial Crime sectors, including AML/KYC and Card Disputes, as well as P&C Insurance at Lloyds of London. Proven success in leading global teams of over 300 professionals, driving process transformation, automation, and operational excellence for Fortune 500 clients within the BFSI sector. Expertise in service delivery, stakeholder management, and large-scale transitions consistently results in improved efficiency, reduced costs, and customer satisfaction rates exceeding 95%. Certified Six Sigma Green Belt with a demonstrated ability to build high-performing teams and implement transformation programs that enhance productivity, compliance, and financial outcomes.
Overview
3
3
Certifications
27
27
years of professional experience
Work History
Senior Manager - Service Delivery Leader
Genpact LLC
12.2023 - Current
- As Service Delivery Leader, leading financial crime operations for an Australian Bank. Which includes processes like Transaction Monitoring, SMR/SAR, CDD, ECDD, Watchlist screening including Sanctions and KYC.
- Led transition from operations side, successfully settling processes and meeting all deadlines.
- Lead the transition from operations side and settled the process, meeting all deadlines.
- Identified process improvement opportunities and built solutions to enhance service delivery.
- Continuous improvement: finding process improvement opportunities, building and implementing solutions.
- Ensured achievement of contractually agreed service levels across teams by deploying control measures to prevent SLA misses, avoiding service credits or operational losses.
- Revenue forecasting, Budgeting and ensuring resource utilization up to mark. Monthly Invoicing to client and addressing queries for the same.
- Developing and implementing measures for controlling risks. Periodic review of FMEA with all directs.
- Agentic AI based Data explorer tool deployed to help team in investigating the transaction history and other client information in Transaction Monitoring process. Helped in improving the AHT by 5 min.
- RPA based solution created and implemented to automatically create customer profile, improving AHT by 20%.
- Received BCM vertical level Crème award and Gold award.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
Senior Manager - Service Delivery Leader
Genpact LLC
03.2022 - 12.2023
- Managed card dispute operations for fraud and non-fraud disputes, enhancing service delivery for US-based Fintech client.
- Improved AHT from 50 min to 30 min, through various Lean/Six Sigma projects.
- Ensured that team meets all SLA’s and KPI’s in steady state.
- Led a Six Sigma Green Belt project to improve accuracy from 93% to 98%, exceeding the SLA.
- Created internal reporting tools in collaboration with analytics team to streamline data visibility.
- Managing manpower against the workflow in a 24/7 working environment.
- Ensuring the WFO count meets the organization/client mandate, post pandemic forced WFH.
- Reduced average handling time from 50 min to 30 min through implementation of Lean/Six Sigma projects.
Senior Operations Manager
Infosys BPM Limited
01.2018 - 03.2022
- Leading operations for one of the largest syndicates of Lloyd's of London, specialty P&C insurance.
- Managed MRC slips, coverholder management, and credit control processes to ensure compliance and efficiency.
- Developed Power BI dashboard to display over 340 SLAs and 115 service level SLAs in real time for effective governance.
- Closely worked with application team to implement the platform changes in line with Lloyd's of London future program, to bring uniformity on the way data is captured and stored across all syndicates.
Senior Operations Manager
Infosys BPM Limited
01.2015 - 12.2017
- Managed lending operations for Australian bank, overseeing 4 flms and 120 ftes.
- Coordinated origination and document generation processes.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
Operations Manager
Infosys BPM Limited
01.2012 - 12.2014
- Led service delivery of P&C claims processes for largest Australian insurer, enhancing client satisfaction and operational efficiency.
- Achieved 50% reduction in buffers by optimizing team performance and utilization.
- Managed short-term project for top US financial institution, focusing on KYC compliance and process improvement.
Team Leader and Assistant Manager
Infosys BPM Limited
09.2007 - 12.2010
- Led retail banking processes for US-based bank, ensuring compliance and operational efficiency.
- Oversaw external ISO audit to ensure adherence to standards.
- Achieved all goals during BCP activation, effectively managing operations from BCP location for one month.
Senior Process Executive/SME/Process Trainer
Genpact LLC
06.1999 - 09.2007
- Got credit limit of $ 0.75 Million for the mortgage underwriting process; nominated as SME for the process by the client.
- Managed BAU for the underwriting team, taking care of the work flow, ensuring all application are decision in timely manner while exceeding the client expectations.
- Steered smooth transition of Underwriting Processes from US to India.
- Organized Process Training for 30 underwriters.
- Increased quality scores from 85% to 98% through regular audit checks for controls and compliances.
- Managed BAU for the underwriting team, taking care of the workflow, ensuring all applications are decided in a timely manner while exceeding the client expectations.
- Enhanced team performance through regular performance reviews and coaching sessions, fostering career development opportunities to motivate team members.
- Conducted process training for 30 underwriters to enhance their skills and knowledge.
- Increased quality scores from 85% to 98% through regular audit checks for controls and compliance.
- Highlights:
Education
GNIIT - Software Engineering
04.2001 -
Bachelor of Arts - Humanities
05-1996
Skills
Strategic planning
Talent development
Operations management
Service delivery management
Resource allocation
Process improvement
Analytical thinking
Certification
Six Sigma Green Belt
Timeline
Senior Manager - Service Delivery Leader - Genpact LLC
12.2023 - Current
Senior Manager - Service Delivery Leader - Genpact LLC
03.2022 - 12.2023
Senior Operations Manager - Infosys BPM Limited
01.2018 - 03.2022
Senior Operations Manager - Infosys BPM Limited
01.2015 - 12.2017
Operations Manager - Infosys BPM Limited
01.2012 - 12.2014
Team Leader and Assistant Manager - Infosys BPM Limited
09.2007 - 12.2010
NIIT - GNIIT, Software Engineering
04.2001 -
Senior Process Executive/SME/Process Trainer - Genpact LLC
06.1999 - 09.2007
Vikram University - Bachelor of Arts, Humanities