ADITYA AJIT BASWAN - LEADING OPERATIONAL EXCELLENCE

 

MBA professional with 12 years experience in BFSI Process Transformation, Consulting & Solutioning, Business Unit Management, Lean Six Sigma and Migrations. Along with CXO level interactions - specializing in stakeholder management, digitization, process improvement and onshore project delivery across North & Latin America, Middle East, India and Australia.

 

 

Skills and Strengths Synopsis

 

• Consulting and Re-engineering using Lean Six Sigma /Lean Digital: Demonstrated experience in the practical implementation & on-going success of Six Sigma Methodologies, End-2-End front and back office process transformation via Lean Digitization framework for driving >USD 50mn impact via efficiency gains and revenue growth in core operations across >10  clients and 5 geographies
• Leading PMO (PMP certified): Adept at balancing analysis with execution and known for exceptional interpersonal skills to lead and mobilize cross-functional teams to accomplish corporate growth objectives. I have experience directing multiple growth/performance improvement initiatives, training and leading turnaround of under-performing units
• Process transformation using AGILE / SCRUM: across product lines having worked with top clients across US, Middle East, Australia and UK; conceptualizing and implementing solutions in sprints that accelerate performance and operations efficiency turnaround for clients across banking, retail, high tech and real estate verticals
• Operations Service Delivery/People management: Proficient in leading teams and to coach, mentor and manage staff for seamless daily operation, managing large cross site centers (span upto 500+ FTE) onshore and offshore centers of excellence in three different geographies
• Solutioning & Pricing: Strong experience in End 2 End ownership of 20+ RFX responses across domains, running the deal cycle including bid qualification, proposal creation, pricing negotiation and contracting of complex delivery models
• Customer Experience: Experience in implementing NPS including design, rollout and remediation across geographies
• Transitions/Migration: Have led transitions of multiple LOB’s and diverse models - near/off/onshoring and reverse transitions - including three new site startup’s in varied geographies in all totaling over 1500 FTE
• Finance & Pricing: Understanding of key business metrics and financial models like EBIT and cost levers like Band Mix, SU, Overheads, Tenure mix, Bench planning and identifying new revenue streams and cost-out from core operations
• Compliance & Regulatory Requirements: Extensive experience in making Work Orders, SOWs, MSA creation/amendments, KYC, EDD required for New-to-Bank, FATCA, CRS requirements and site specific compliance audits (PCI)

 

 

ADCB (Abu Dhabi Commercial Bank)                                                                                   Abu Dhabi, UAE

Sr. Project Manager – Strategy & Ops Excellence                                                                                                   May’2016 - now

 

• Leading cross functional end 2 end bank-wide transformation projects for ADCB; using Lean Six Sigma, AGILE / UX design thinking and Lean@Digital; influencing CXO & MEC level business stakeholders; positively impacting operational efficiency, revenue growth and enhancing customer experience.
• At present, leading Branch Digitization and Channel migration projects for the bank; co-creating the Digital Footprint 5 year strategy and mentoring project managers to deliver process re-engineering projects impacting process changes across ADCB’s CBG and WBG business units
• Responsible for training and mentoring ADCB Group Business Services employees in SIMPLean (ADCB’s propriety Lean principles methodology); co-creating collateral for PMO which includes SIMPLean Toolkit and updates to the CEO

Achievements:

• End-2-End transformation of pan-bank fraud related bulk card blocking by implementing VRM and FRM tools which reduced fraud related incidents by 80% (25K to <5K) over a 12 month period. Fraud hit per card also reduced by 50% (AED 5K)
• Engaged with an external vendor (AON HEWITT) to conduct a joint study of ADCB’s 25 incentive plans, upon request of the CEO post the Well’s Fargo scandal in 2016. Roadmap shared with ADCB Board with a target to reduce payouts by AED 20 mn year on year and strengthened Controls & Governance.
• Successfully program managing two large initiatives for ADCB. In an interim update made to CEO, COO and Heads of Corporate & Retail banking on Paperless Branch and Channel Migration projects; demonstrated creating 60 Headcount worth capacity at branches and migrating >110K transactions from branches to alternative self-service channels

 

TANFEETH, Emirates NBD Group Company                                                                                            Dubai, UAE

Project Leader - Strategy & Transformation                                                                                                       Oct’13 – May’16

 

• Liaised with Emirates NBD Board and CEO’s office to deliver group-wide transformation and business process re-engineering projects across the MENA region; including new product & site launches and supporting growth plans
• Led cross functional banking transformation projects for Emirates NBD. Led scoping, design and execution of automation/digitization initiatives across KYC/CDD processes and on-boarding TAT reduction for asset products in 2015.

Achievements:

• End-2-End transformation of KSA branch and back-office operations in 2014-15. Project resulted in a 25% increase in teller/CSR CSat, TAT reduction for  critical processes and branch sales AED 60 mn above 2014 baseline
• Successfully delivered multiple projects for Islamic Credit Services resulting in reduction in End-2-End TAT for asset and liability products by >25% and created a new sales channel for the bank generating >5% of annual sales
• Successfully transitioned 300+ FTE from ENBD MENA region using component based outsourcing and supported RAK site set-up project driving 25% productivity gain and matching Emiratization target for the bank
• CXO relationship management resulted in high Net Promoter Score of 80% across all project stakeholders in FY 2014-2015
• Selected amongst top 5% of Tanfeeth managers for New York University’s “Leadership Essentials” program 2015-16

 

 

GENPACT INDIA (North America Banking)                                                                          Gurgaon, India

Service Delivery Leader                                                                                                                                                 Jan’13 – Sep’13

 

• Leading center of 200+ FTE ($ 5mn annual billing) delivering back end retail banking processes across 5 service lines for a Top 10 Americas Bank – straight line reporting to North America Banking Leader.
• Responsible for service delivery and senior stakeholder management but also mining via consulting and project migration of residual retail banking onshore work effort to deliver on $ 3 mm growth target FY 2013

Achievements:

• Lead Genpact Team to wining the Visa Global Effectiveness Award for increasing Chargeback Recovery Rate from 89% to 98% leading to confirmed BI of $ 2.1 mm

 

 

 

GENPACT (Americas)                                                                                                 Ann Arbor, MI & Dallas, TX, US                                                       

Americas PMO Leader (Solutioning and Transitions Team)                                                                             Jan’11 – Dec’12

 

• Responsible for all US-onshore RFX responses and owned the Deal Cycle end 2 end including deal review with Americas Leadership; additionally served as SME for all BFSI contact centre related RFX constructs globally
• Recommend future state business requirements, processes, technologies, and information systems to create To-Be target state and commercial & pricing constructs including gain share, engagement costing and outcome based pricing.

Achievements:

• Leading initiative to reduce Time-to-Response (TTR) by creating templates by LOB’s and cost/support make-up to reduce TTR by 30% -
• Solutioned 15 deals ranging from 25 to 300+ onshore FTE’s across Healthcare/Pharma, Mass Retail, Banking and Content solutions with a success rate of ~30% vs BIC of 25%

 

Onshore Project Lead – new builds

• Site Lead for 150+ FTE onsite engagement at Google facility in Ann Arbor – across Service, Recovery and TeleSales for client’s online advertising platform and B2C Technical Helpdesk
• Due to exception delivery; two additional projects (Sales & Account Recovery) awarded in 2011-12;increasing billing from $ 3.2 to $ 8.9 mm YoY growth. Ann Arbor set-up replicated in EMEA and APAC regions by Google.

Achievements:

• Awarded “Innovation Leadership Award” at Genpact Americas Leadership Conclave in Jan 2012.
• Superior Operations Delivery resulted in confirmed BI of $ 4400K in FY’11 to the client – captured in 60% reduction in cost per transaction and 115% increase in transactions per billed hour vs. plan.

 

 

 

GENPACT (Growth Site’s Seed-Team)                                                                      Latin America & Australia

Six Sigma BB Re-engineering Project Manager                                                                                  April’09 – Dec’10

 

• Quality Leader (Black Belt) aligned to GE Contact Center processes in Guatemala totaling 350 FTE ($ 9mn annual billing). Lead cross-site Lean Six Sigma initiatives on variation reduction for key collection metrics.
• Re-engineering project manager supporting a dual site re-engineering & integration project for Australia’s largest bank

Practice Lead BFSI

• Part of “seed-team” to support ramp-up and stabilize the newly acquired strategic near-shore facility in Guatemala City.
• Set in place Common Minimum & Best Practices across complex service delivery models to support growth and groom local leadership and management trainee staff.

Achievements:

• Developed a Cross-site feasibility Scorecard to analyze client systems, processes and platforms – now being used as “Feasibility Strawman” across integration projects in Genpact Banking and Insurance Vertical.
• Re-engineering: Presented roadmap for efficiency gains – totaling AUD 1.5 mil - through consolidation, reengineering & Global Sourcing of two delivery centers.
• Black Belt: Mentored multiple Six Sigma and Lean projects on variation reduction, staffing improvements, handle time reduction cross different product lines - totaling $ 1.350 mil BI.

 

GENPACT (Global Transitions Team)                                                                         Central America, US, UK

Transition Manager (BFSI)                                                                                                                          Oct’08 – June’11 (1 yr split)

 

• Co-coordinating with key stakeholders to ensure transition rigor and timelines are met and managing risks and mitigation plan (FMEA) for smooth Go-Live.
• Successfully transitioned/migrated 8 processes totaling 550 FTE’s across three geographies – Central America, UK and US – from 2008 to 2011

 

• New York University (Abu Dhabi Campus)                                                                                                              2015 – 2016

        Executive Leadership Program

• Indian School of Business (Hyderabad, India)                                                                                                          2014 (Oct-Nov)

Business Analytics for Program Managers

• Institute of Management Technology, India                                                                                                           2004 – 2006

Masters in Business Administration, Operations                                   (Topped 2006 Batch in Operations Major)                             

• College of Business Studies, Delhi University, Delhi                                                                                                 2001 – 2003

Bachelor of Business Studies , Marketing                                                              (Chief Editor of Annual College Magazine)

 

 

• Certified Six Sigma Green Belt– 2008,  Black Belt - 2010                                   Lean Ace Certified – Guatemala – 2011
• Project Management Professional (PMP) – 2016                                                Scrum Fundamentals – UAE – 2017
• Competing on Business Analytics (ISB) – 2014                                                     Total Quality Management – EIBFS – 2015
   

 

• ADCB STAR Award for Q2’17 awarded for displaying individual excellence in transforming ADCB’s 25 incentive plans for all roles and business segments
• Graduated Top of Class of Tanfeeth Leadership Essentials at New York University 2015- 2016; top 1% of eligible managers across the Emirates NBD group
• Leadership Award by CEO Tanfeeth – Suhail Bin Tarraf & ENBD International CEO – Kevin Flannery for successfully leading ENBD KSA transformation project in 2014-15
• Re-engineering Excellence awards by Genpact Americas Business Leader for key contributions in United States (2012) and Guatemala (2010) for positively impacting new client win’s for both growth sites.
• GENPACT GOLD (Global Operations Leadership Development) program Batch Topper 2008-10 –from amongst top1% of global candidates across 14 countries.
• Leadership Award by COO Green Dot Corp – Will Sowell, in 2010 for successfully launch of Pre-Paid card program for LatAm
   

• AGILE & UX Design Thinking (On-site at ADCB in UAE)                                                                                                     2017

Trained by: Boston Consulting Group (BCG MENA)

• Customer Experience & Ethnography (Hong Kong)                                                                                                           2016

Trained by: McKinsey Asia-Pacific & The Disney Institute

• GLOBAL OPERATING LEADERSHIP PROGRAM (GOLD)                                                                                            2008 – 2010

Trained by: Genpact L&D + GE (iLearn) (18 months program)                                                         (BFSI Batch Topper – GOLD III)                             

• GENPACT Masters Program (Multiple locations)                                                                                                      2006 – 2008

(Set of 15 trainings and certifications to be completed over 24 months)                                                         

 

(Not comprehensive) Lean Six Sigma, Transition ToolKit, AGILE / SCRUM, Advanced Excel, Minitab, SPSS, Google Adwords, Thinkcell, Visio, MS Projects, Docs, Blue Pumpkin, RTA, CMS, User - FlexCube, Seibel CRM, Salesforce, Finacle, FinOne. Vision +, Certified Scrum Master, Scrum Fundamentals Certified