Singing
NAGRAJ SHETTY
BFSI - Operations, Customer Experience, Risk, Compliance, Product, Internal Control & Audit
Mumbai,MH
Summary
Diligent and Seasoned Senior Management Professional bringing 17 years of experience in BFSI and Fintech Startup operations, production management, customer service, risk and compliance, internal control and audit, organizational development and team building within diverse industries.
Proficient in planning, coordinating and executing successful operation strategies.
Hands-on leader adept at providing teams with training, guidance, support and motivation to succeed while ensuring adherence to safety regulations and corporate policies, procedures and standards.
Effective liaison to key clients, accounts and external business stakeholders. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes and costs.
Focused and meticulous in all financial and regulatory compliance objectives to strategically plan and execute budgets, forecasts, cost-reduction techniques and safety initiatives. Outstanding communicator with 5 languages fluency and well-versed in employee, vendor and partner relations.
Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Targeting for a Head Operations, Risk and Compliance, Customer Service, Internal Control or Audit role in an organization of high repute.
Overview
5
5
Languages
8
8
Certifications
8
8
years of post-secondary education
17
17
years of professional experience
Work History
Head Ops, Risk, Compliance & Internal Control
GoldUno
Mumbai, Maharashtra
06.2020 - Current
- Handling Business Operations, Controls, Governance, Regulatory Compliance, First Line of Defense (Sales & other Process Adherence), Thematic Reviews, Audits, Frauds & Information Security Management, AML & KYC Regulations & Adherence, Strategic Cost Management and Key Projects Management.
- Formulating and implementing business operations strategy and policies, developing new operational procedures and systems, and enhancing existing processes to achieve optimal efficiency.
- Establish and review policies, procedures and risk controls for continued fit of overall risk profile with business goals and strategies.
- Anticipate changes likely to impact any aspect of back-office operations and ensure consistent standards, processes and controls
- To work closely and proactively with business partners such as IT, Operations, Compliance etc. to ensure total client solutions and top quality delivery of clients services
- To lead process changes related to customer complaints for identifying areas of improvement
- Re-engineer processes for higher level operating efficiency and improved client satisfaction level
- To assist CEO in overall expense management control and to improve income/expense ratio and drive strategic cost management initiatives for business
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
- Increased profit margin of 15% by successfully negotiating development costs with overseas vendors and supplies.
- Developed strong relations with company associates, and business partners increasing turnover by 30% within 2 months
Consultant
RBL Bank Ltd
Mumbai, Maharashtra
10.2018 - 06.2020
- Oversee and govern Digital Payment banking products including, PPI, Acquiring, AEPS, DMT & Indo Nepal
- Internal process controls within team of sales force, product, ops, finance across all products with purpose of prevention of potential frauds and usage of unfair means.
- Conduct process and risk audit and ensure audit recommendations are embedded into business as usual mode and satisfactory closure of open items.
- Responsible for multiple project implementations along with all internal stakeholders including Sales, Ops, PMG, ORMC, Product, BSG, and Implementation team
- Develop, implement and drive robust risk framework consistent with Group's framework and regulatory requirements especially AML/KYC; continuously identifying means of making compliance more effective & efficient
- Implement and facilitate risk metrics and reports, including losses and incidents, key risk exposure, control self-assessment and early warning signals
- Built FLOD for entire product line as part of monitoring and bridging risk and control proactively
- Apprise management team with progress of various developments of projects and processes, monitoring activities encompassing all spheres of sales management and identifying areas of improvement.
- Successfully put process to recover 15 CR MoM along with SLA and ensuring recovery of network bills from partners are below threshold limit of 1 CR
- Successfully identified sales operations and financial gaps of DMT failure transactions unclaimed money of Rs. 245 CR and recovered up to 10 CR and implemented new process.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Developed comprehensive business cases to analyze costs, benefits and ROI of proposed solutions.
VP Product, Business Ops & Compliance
iCODE Management System Pvt. Ltd.
Mumbai, Maharashtra
10.2016 - 09.2018
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Planned and executed sales to move unwanted, discontinued, damaged or defective merchandise resulting in 35% increase in store revenues and capital loss reduction.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Worked in tandem with CMD to better understand business process and initiate improvements, helping company achieve goals.
- Research, collaboration with stakeholders, and direct customer engagement. Performing checks to ensure adherence and compliance to policies and code of conduct
- Visit sales facilities, including outsourced agencies, to review processes and suggest amendments. Process alignment within sales to ensure quality input of application, smoother flow, and ensuring no leakages
- Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
VP & Head Ops, CS, Risk & Compliance
Udio, Transerv Pvt. Ltd
Mumbai, Maharashtra
04.2012 - 09.2016
- Led operational team of 18 in creation, roll out, and management of new product lines, including highly successful payment platforms of 15 plus corporate prepaid cards in association with Kotak, Axis, and RBL banks and 5 programs including Amul, Financial inclusion, Remittance, Prepaid cards, Mobile Virtual Card, Merchant acquiring, UPI, and digital wallets.
- Transaction Monitoring, Fraud Detection, Incident Reporting, Merchant/Reseller underwriting along with drafting of risk & underwriting policies to support bank and regulatory requirement.
- Extensively involved in making product and process successfully with close coordination with Technology, marketing, Sales, Banks, Vendor, NPCI, VISA, and Master Cards.
- Periodic investigation on transactions of STR and HTR and reporting as part of AML and FATF checks to bank.
- Expert in preparing SLA, PRD, FRD, and BRD with proper sign-offs in place.
- Delivered consistent excellent quality customer service and established relationships in manner that enhances overall marketing efforts of company.
- Spearheaded cross-functional initiatives across operations, Customer Service, Product and Risk departments to achieve business goals for bottom-line profits.
- Identified opportunities to improve business process flows and overall departmental productivity.
- Oversaw and improved operational deliveries worth over $13K per year through efficient coordination of daily operations.
- Monitored employee productivity and optimized procedures to reduce costs 30%.
- Established positive and effective communication among unit staff and organization leadership, reducing misunderstandings and late tasks by 25%.
Sr. Analyst
TEK Systems, JP Morgan Chase and Co
Mumbai, Maharashtra
06.2011 - 04.2012
- Planned and steered all phases of project's life cycle including applied existing strategies to balance elements of time, cost, quality, scope, risk, and resources.
- Communicated project expectations to Product manager, project team members, upper management, and other stakeholders in clear and concise fashion.
- Provided data insights & formulate ongoing actionable recommendations for team.
- Worked with Cross-Functional Teams and identified and managed project dependencies and critical path.
- Assisted Senior Managers, Financial Reporting and Global Controller on Accounting Compliances.
- Coordinated with all levels of personnel to gather and analyze financial & operational and consolidated data.
- Generated, prepared, and presented detailed monthly reports of LOB wise budget and operational performance.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Articulated viewpoints to management and led 5 projects in 10 months.
- Enhanced and reconstructed project lifecycle resulting in 25% increased efficiency for business end-users.
Sr. Associate - WMS, DP and PFS Ops
HSBC
Mumbai, Maharashtra
05.2005 - 06.2011
- Headed PAN India WMS & DP operation team of 35 employees, overseeing hiring, training, and professional growth of employees and customer service unit facilitating to 50 plus branches.
- Supported teams in centralized operation unit for retail asset products to 50 plus branches across PAN India.
- Handled process of Account Opening, Demat, Remat, Trade Settlement, Billing Process , Recon, eDPM, Speede, CDAS, and Easiest, etc. for depositories of NSDL and CDSL.
- Ensure Demat accounts are opened as per regulatory and banking KYC guideline with utmost care.
- Escrow account management for trust and agents with close coordination with business team.
- Daily reconciliations and Settlement to ensure zero gaps in trading instruments and corporate actions.
- Responsible for regulatory audit, reporting and audit points closure within TAT and responsible for Vendor Management, including commercial proposal and follow up and processing for vendor payment.
- Handled day-to-day running of regulatory projects, ensuring high levels of productivity and progression.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Quality Analyst
Indica Research
Mumbai, Maharashtra
04.2004 - 05.2005
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training.
- Monitored inbound and outbound calls made by 6 employees to provide constructive feedback.
- Edited, proofed and critiqued customer phone scripts to improve functionality.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Kept inspection journals and daily summary logs as required.
Education
LLB - Legal Studies
Tilak Maharashtra Vidyapeeth
Kharghar, Navi Mumbai. 08.2020 - Current
No Degree - Human Rights
International Institute Of Human Rights Studies
Delhi 01.2015 - 12.2015
Executive MBA - Finance & Marketing
Institute Of Business Management Studies
Mumbai 08.2006 - 12.2008
Bachelor of Commerce - Accounting And Business Management
St. Xavier’s College
Mumbai 06.2001 - 05.2004
No Degree - Diploma in Computer Application (DCA)
BYTES Institute
Mumbai 06.2001 - 12.2001
No Degree - Diploma in Computer Science
St. Xavier's College
Mumbai 06.2003 - 12.2003
Skills
Negotiatorundefined
Accomplishments
- Yashassvi National Award in recognition of Standout Performer in BFSI from GMF in Jan 2021
- Felicitated with Guruvarya Samman Award 2021 by HETS for contribution in the field of Education
- Education Icon Award 2018 and Winner of Mr. Education Icon by Thirtyone Venture on 1st Dec 2018
- “Nation Builder” award by Rotary Club Mumbai on World Literacy Day for an Outstanding Educator and Progressive thinking Leader as part of AICHLS on 8th September 2018
- CEO award for singly handled manual agent funding approval of 12 million, 2500 plus request without any error
- Appreciated by CEO for successful recovery of 90% business loss within the reported loss of INR 5 lakhs remittance business in 2013 at Transerv Pvt.Ltd
- VRIDDHI Award from Deputy CEO of HSBC for Introducing Uniformity & process re-engineering for PAN India retail asset operation unit.
- Appreciated by Center Head for Cost-saving achievement of INR 8 Lakhs towards identifying & assigning correct destruction date for archived Account Packets as per policy.
- Appreciated by Center Head for controlling operation loss of INR 3 Million for not sending SOT for clients who closed the accounts as per Regulatory Requirements.
- Outstanding Achievement Award / Best Employee of the Year by the COO HSBC group in 2006.
- 5 times Awarded THANKS & STAR EMPLOYEE for introducing innovations and zero error in the audit
- Awarded for the seat in Tier 3 of CLUB 239 for Dec 06 for Dynamic Performance in HSBC
Certification
Entrepreneurship in Emerging Economics from Harvard Business School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
All Indoor Games like, Table Tennis, Carrom, Chess, Snooker
All Outdoor Games like, Cricket, Volleyball, Kabaddi, Kho-Kho
Athletics, Marathon, Swimming, Cycling
Driving, Trekking, Rock Climbing
Farming, Reading Books, Meeting People
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Licentiate Certification from IRDA
03-2021
Entrepreneurship in Emerging Economics from Harvard Business School
10-2020
LLB - Legal Studies
Tilak Maharashtra Vidyapeeth
08.2020 - Current
Head Ops, Risk, Compliance & Internal Control
GoldUno
06.2020 - Current
Certificate from DEEP Parenting as Parenting Coach
06-2020
International Certified Career Coach Foundation level-1 from Career Development Alliance (USA) & Mindler
05-2020
International Faculty Development Program certification from Universitas Hindu Indonesia & GAP
04-2020
Certified NLP Master Practitioner cum Coach by Ram Verma Academy Midas Touch
10-2019
Consultant
RBL Bank Ltd
10.2018 - 06.2020
VP Product, Business Ops & Compliance
iCODE Management System Pvt. Ltd.
10.2016 - 09.2018
No Degree - Human Rights
International Institute Of Human Rights Studies
01.2015 - 12.2015
VP & Head Ops, CS, Risk & Compliance
Udio, Transerv Pvt. Ltd
04.2012 - 09.2016
Certification of ANTAH PRERNA an Indian Philosophy for Entrepreneurship conducted by The Dept. of Philosophy (Mumbai University) and Mindplex Training Organisation
03-2012
Sr. Analyst
TEK Systems, JP Morgan Chase and Co
06.2011 - 04.2012
Managerial Assessment Centre (MAC) by Price Waterhouse Coopers in HSBC
05-2010
Executive MBA - Finance & Marketing
Institute Of Business Management Studies
08.2006 - 12.2008
Sr. Associate - WMS, DP and PFS Ops
HSBC
05.2005 - 06.2011
Quality Analyst
Indica Research
04.2004 - 05.2005
No Degree - Diploma in Computer Science
St. Xavier's College
06.2003 - 12.2003
Bachelor of Commerce - Accounting And Business Management
St. Xavier’s College
06.2001 - 05.2004
No Degree - Diploma in Computer Application (DCA)
BYTES Institute
06.2001 - 12.2001
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