Gaurav Goyal
Singapore
Summary
With over 19 years of extensive experience in digital and client experience, encompassing digital product management, strategy formulation, business analysis, and testing across the entire spectrum of digital banking projects from inception to execution. In an ever-evolving landscape of digitization and innovation, Hands-on expertise in both functional and technical aspects of digital banking, adept project planning skills, and adept stakeholder management abilities. Strong analytical mindset, methodical, and a steadfast commitment to client satisfaction. I excel in identifying challenges and implementing effective solutions, demonstrating proficiency in strategic planning, flawless execution, and timely completion even under the pressures of fast-paced, time-sensitive environments.
Overview
11
11
years of professional experience
Work History
Senior Vice President, Digital Product Execution
Citibank NA Singapore
06.2018 - Current
- Leading digital platform & domains through enabling platform capabilities for customers digital journeys on mobile and online channels for e.g., upgrade to robust & scalable framework, omnichannel experience by leveraging digital & data framework for customer engagement, enabling x-sell capabilities based on customer behavior and profiles.
- Enabling revenue generation opportunities by pursuing sourcing funding and capitalizing on digital opportunities
- Retail Digital Product Owner, with organization focus on wealth strategy on HNW, UHNW & private banking clients, we prioritized best-in-class digital DIY investment journeys & RM lead wealth advisory platform which is allowing our customers to manage their investment on their own & able to connect them with RM should they need additional assistance.
- Proficient stakeholder management, adept at engaging with diverse groups such as technology, control functions, and senior leadership teams through consistent and transparent communication.
- Utilizing KPI-driven and data-centric approach, guaranteeing that implementation of digital products aligns seamlessly with organizational and team KPIs. This encompasses metrics such as digital Net Promoter Score (NPS), engagement and adoption rates of digital products, reductions in complaints, as well as enhancement of digital sales and commercialization of digital journeys. Moreover, ensuring comprehensive setup of instrumentation tools like Adobe Site Catalyst, Data Warehouse, Splunk, and Glassbox to effectively track success of product
- Leads attainment of digital performance KPIs, overseeing stability of digital channels and ensuring top-notch app performance. Our accomplishments include achieving crash-free user rate of 99.9%, surpassing industry standards, and serving over 95% of login transactions within 3 seconds, thereby establishing a more stable and high-performing mobile platform for our customers.
- Continuously analyze customer feedback garnered from sources like NPS, app stores, play stores, and customer complaints. Spearheaded the development of an in-house product to centralize all customer feedback and conduct sentiment analysis using AI and ML models. Implemented a "Fix the Basics" scrum methodology to efficiently manage feedback and address issues promptly.
- Ensuring strict adherence to the organization risk and control governance framework throughout the digital product delivery process, guaranteeing that our product offerings remain fully aligned with rigorous validations in areas such as operational, fraud, legal and compliance risk.
- Third party & vendor management, hands on experience in contract negotiation & execution in align to Citi policy and procedures for e.g. MAS outsourcing process. Managing third party relationship & adhere to all ongoing monitoring policies. Monitored key business risks and established risk management procedures.
- Digital demand & prioritization management, roadmap & digital strategy - works with country digital heads, product heads to secure the funding for our digital product strategy.
- Cultivated team-wide culture of innovation and collaboration.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Assistance Vice President, Digital Banking
Citibank Australia
03.2017 - 05.2018
- Product Delivery Management for Digital Channels for Citibank, Coles & White Label Partnership
- Responsible to work with Partners & internal stakeholders on white label credit card solution & digital engagement to increase best customer experience
- Responsible to implement strong governance in managing White Label Mobile App backlog & prioritize them based on business value
- Responsible to work with local Product, compliance, Legal, Fraud, info sec on digital product delivery & get them over the line for implementation
- Responsible for brand new Native White Label Mobile App design & solution with Vendor Development & Consumer Technology group in 5 months
- Ensured to comply with Information Security guidelines, fraud requirement & Citi approved architecture
- Applying Open Banking Strategy - API consumption for Mobile App solutions
- Strive through proper API design which can work for future partners across bank
- Hands on experience to provide solutions to mitigate critical issues & risks for the projects.
Digital Deployment Lead
Citibank Consumer Technology via TCS
02.2014 - 03.2017
- Digital Deployment, Technical & Functional Lead for Global Mobile and Internet Consumer Banking Programs
- Work with Business Solution group (BSG) / Country & Regional business on mobile roadmap & implementation planning
- Manage / Coordinate with Business & Technology partners to implement Mobile capabilities as a part of Mobile first Initiatives
- Responsible for establishing better communication, strong governance in project delivery and status reporting to all Project stakeholders
- Adherence with Citi processes like Change Control, Issue Management, Code Management etc
- Responsible to disseminate to other leads.
Senior Project Manager
Moody's Analytics via Kelly Services
05.2013 - 02.2014
Consultant
Oracle Financial Software Services Ltd
- 05.2013
Education
Bachelor of Engineering - Electronics And Communications Engineering
Institute of Engineering & Technology, Devi Ahilya University
Indore06.2004
Skills
- Digital Product Delivery
- Project Management (Agile & Waterfall)
- Business Analysis
- Solution Design
- Approachable leader
- Strategic Planning
- Resource Utilization
- KPI Tracking
- Digital Transformation
Accomplishments
Recipient of IDC Client Obsession Citi CEO Award for impact in 2020
Timeline
Senior Vice President, Digital Product Execution
Citibank NA Singapore
06.2018 - Current
Assistance Vice President, Digital Banking
Citibank Australia
03.2017 - 05.2018
Digital Deployment Lead
Citibank Consumer Technology via TCS
02.2014 - 03.2017
Senior Project Manager
Moody's Analytics via Kelly Services
05.2013 - 02.2014
Consultant
Oracle Financial Software Services Ltd
- 05.2013
Bachelor of Engineering - Electronics And Communications Engineering
Institute of Engineering & Technology, Devi Ahilya University
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