Vinod Shankar
Singapore
Summary
Highly accomplished banking professional with 20 years of experience in the financial industry. Proven track record of success in overseeing Consumer Private Business Banking Products, Services & Operations, raising productivity by driving operational efficiency. Deep understanding of the Wealth Management products and regulatory landscape to design and deliver products to increase AUM & revenues. Adept at implementing strategies to enhance profitability, streamline processes, and deliver exceptional customer experience. Strong leadership abilities with a focus on fostering a collaborative and high-performance work culture. Skilled in leading and motivating teams to achieve high performance.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Programme Manager, CPBB Ops Tranformation
Standard Chartered Bank
09.2023 - Current
- CPBB Operations Transformation Programme (name ‘Sakura’) is a 2-year, high profile programme, top 10 across the group that will position CPBB Operations as best in class among peers. The programme is supported by $50m investment over the 2 years
- Lead the planning and implementation of Programme and associated projects/initiatives.
- Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Ensure that all Programme submissions to committees and working groups are of the right quality and are timely.
- Effectively manage dependencies and constraints across the projects/initiatives, regions and countries within the programme.
- Responsible for tracking the overall programme benefits and operational efficiencies - Cost reduction, Head Count saves, STP, TAT improvement and other metrics against baseline plan / forecast and reporting to wider group forums.
Sr. Director, Transformation Capabilities, Enablement & Transformation, CPBB COO
Standard Chartered Bank
Singapore
09.2022 - 08.2023
- Roll out Customer Service Excellence Forums across CPBB applying standard methodology, Human Centered Design principles, Box 3 Innovation principles, Agile practices, and tools.
- Develop a comprehensive service excellence framework to rollout service excellence forum across target markets and business functions
- Create a prioritized set of backlogs of improvement areas, built in collaboration with business, front office /sales, and internal teams
- Capture Voice of Client, Frontline, Competitor, Partner, Future etc., to generate insights
- Conduct analysis of Current state customer journey to identify pain points and potential opportunities to improve
- Map employee/frontline experience who are supporting this customer journey
- Run design workshops to brainstorm & ideate and address customer pain points, translating the ideas to prioritize product backlog.
- Digitise customer journeys from start (i.e.) Onboarding to end (Servicing & Transacting) to significantly improve straight through processing, zero paper, reduce manual touch points and improve overall customer experience.
- Lead cross-functional teams in backlog execution ensuring on-time delivery and achievement of project goals.
Sr. Director, Operational Excellence, CPBB COO
Standard Chartered Bank
01.2021 - 08.2022
- Drive CPBB country teams across 30+ markets to ideate on new concepts, problem solve applying methodologies such as A3/HCD and produce exponential results over time, directly contributing to growth in business volumes & revenues, reducing cost & client waiting time, and enhancing client experience.
- Conduct process discovery workshops to deep dive into end-to-end operational process, identify process inefficiencies, duplications, reworks and automate manual tasks for process streamlining.
- Identify Non-linear innovation opportunities. Observe weak signals and formulate hypotheses. Gather data and evidence to test hypotheses.
- Apply data analytics to identify key performance metrics and establish success criteria to measure improvements. Run Experiments to test the target design. Fail fast and make changes to see the intended results.
- Drive CPBB staff engagement in Continuous Improvement conducting periodic Improvement Habit Showcases, Innovation Hackathons, A3 Campaigns and introduce Gamification into improvement habit journey.
Director, Wealth Client Journeys
Standard Chartered Bank
06.2019 - 12.2020
- Was a part of WM Client Journey Squad (Wealth lending), performing the role of Ops Client Journey Lead, pivoting from bank process to customer journey approach applying Design thinking.
- Transform core business processes relating to Wealth lending product to increase business volume, Loan AUM and revenue, reduce TAT to improve client experience.
- Contribute to the development of strategic and innovative solutions to overcome business challenges and move towards a truly “customer-obsessed” approach.
- Map Customer Journeys for different client personas to identify customer pain points and gather insights.
- Conceptualize new ideas with Frontline teams, Product Owners, and Client Research teams that align with the future North Star of the Client journey.
- Help Squads within the bank to facilitate Agile (Scrum) ceremonies – daily huddles, Sprint showcase, Sprint retrospective, Sprint planning, Product backlog management, and adopting an Agile mindset.
Director, Global Wealth Management Operations
Standard Chartered Bank
Singapore
08.2017 - 05.2019
- Managed BAU operations of the wealth management division such as client onboarding, Trade Processing, Settlements, Corporate Actions ensuring high-quality service delivery and adherence to industry regulations
- Responsible for establishing Target Operating Model for Investment and Bancassurance activities, defining global process standards, and improving WM processes through digitization
- Represent operations needs within the overall change and transformation programme. Vet suitability of operational solutions and their dependency and relationship with other business streams.
- Assist to vet change requests and where needed, assist in finalisation of ‘change requests.
- Represent operations in project working group, program working group, and change control board.
- Hire, train and maintain a dedicated group of users who can function as subject matter experts as well as participate in user acceptance testing.
- Migration of operational processes to the new target operating model including post go live stabilisation of operations and embedding of new process & controls.
- Systematic monitoring and reporting of ‘status of operations’ during project phase till 6 months of post go live.
Head of Investment & Insurance Lending Product, Singapore Affluent & Private Clients
ANZ Banking Group
Singapore
11.2012 - 07.2017
- Implement new ideas/strategies, responsible for Product profitability and business volume growth for Investment & Insurance Lending Product Program
- Enhance existing product features to enhance product value and revenues
- Implement changes to product platform and business processes to maximize product returns and improve end-to-end process efficiency
- Analyze Credit proposal submitted by Relationship Managers by reviewing Client's financial Summary, Net-worth, KYC, Credit memo & Income Statements to validate Client's repayment obligation
- Establish Risk management capabilities using periodic risk reports and risk-based and market data tools such as MSCI & Bloomberg to identify and mitigate product risks
- Perform annual product reviews to measure and manage the overall end-to-end execution of the product and propose necessary changes for further improvement and minimize risks.
Lead Business Manager, Regional Operations, Asia Business Support
ANZ Banking Group
Singapore
10.2008 - 10.2012
- Promoted to this role from Business Manager with responsibility to act as Subject-matter expert on Retail and Private Wealth Management Domain and providing support on Business Processes & Platforms, Business Analysis, Business Solution consulting
- Lead SME team providing Operational support for the Asia region, including conflict resolution impacting BAU activities bank wide
- Assist the Regional Product team in rolling new wealth products, and product variations, and building enhanced platform capabilities to support new product offerings
- Partner with Technology to budget, timeliness, and scope out various projects in the pipeline
- Performed the role of Business Lead in Private Bank Platform Consolidation Project under RBS – ANZ Integration program.
Business Analyst
NIIT Technologies Pte Ltd
Singapore
09.2007 - 09.2008
- Assigned to Standard Chartered Bank, Singapore - Wholesale Banking to deliver CreditMate Project
Technology Support Lead
I-flex Solutions Ltd
Singapore
06.2005 - 08.2007
- Assigned to Citi Private Bank, Singapore, Global Wealth Management Technology team
Team Leader, Payment Operations Services
Bank of America NA
India
11.2004 - 05.2005
Executive, Centralized Trade Finance Operations
ABN AMRO Central Enterprise Services Pvt Ltd
India
01.2002 - 10.2004
Education
Post Graduate Diploma - Innovation & Design Thinking
Emeritus Institute of Management in Collaboration with MIT Sloan, Columbia Bus. School Executive Education & Tuck School of Business at Dartmouth
12.2021
Bachelor of Engineering - Electronics And Communication Engineering
St Peters Engineering College, India
04.2000
Skills
- Consumer Private Business Banking Products, Services & Operations
- Wealth Management Products, Services & Operations
- Digital Transformation
- Project Management
- Agile Ways of Working
- Operational Excellence
- Lean Six Sigma
- Process Improvement and Optimization
- Design thinking and client journeys
- Strategic Planning and Execution
- Team Leadership and Development
- Vendor Management
- Financial Analysis
- Risk Management
Certification
- Certified Agile Product Owner, ICAgile, 06/2022
- Certified Scrum Master, Scrum Alliance, 09/2019
Accomplishments
- Implemented customer-centric initiatives, such as International Payments Service Excellence Forum for CPBB HK, resulting in reduction of payment related enquires to frontline by 50%, improving digital adoption up to 90% and doubling payments volume. Won 2023 GEM award.
- Drove Ops excellence ways of working for CPBB improving more than 1000+ bank processes applying A3 methodology contributing to significant reduction of client waiting time > 200mio hrs., increase operational capacity over 500FTE, increase business volumes & revenue > U$60mio.
- Implemented Robotic Process Automation Capabilities to automate operational tasks generating operational efficiency of over 100FTE and raising productivity by 30%
- Implemented Voice Assistant Service BOTS to perform customer callbacks at call center reducing operating cost by 30%
- Implemented Collateral Monitoring system for tracking risk exposures, LVR, collateral shortfall and strengthen risk management capabilities
- Launched a series of process improvements for SCSG Wealth Lending business resulting in more than doubling the loan book size from S$1.8Bbn to S$4bn between 2019-2021.
- Design and delivered migration of asset and liability products, customer wealth portfolios from ANZ platform to RBS as a part of platform integration and business consolidated Programme.
- Received recognition for exceptional leadership and contribution to transformation initiatives, such as Standard Chartered Global Recognition award 2020 from internal recognition programs.
- Bestowed 2013-2016 ANZ’s Top Contributing Product Manager award for being instrumental in growing the lending book by 250% and interest Revenues by more than 200%.
- Honored with 2014 ANZ CEO Recognition Award for Outstanding work performance and contribution towards overall product enhancement.
Timeline
Programme Manager, CPBB Ops Tranformation
Standard Chartered Bank
09.2023 - Current
Sr. Director, Transformation Capabilities, Enablement & Transformation, CPBB COO
Standard Chartered Bank
09.2022 - 08.2023
Sr. Director, Operational Excellence, CPBB COO
Standard Chartered Bank
01.2021 - 08.2022
Director, Wealth Client Journeys
Standard Chartered Bank
06.2019 - 12.2020
Director, Global Wealth Management Operations
Standard Chartered Bank
08.2017 - 05.2019
Head of Investment & Insurance Lending Product, Singapore Affluent & Private Clients
ANZ Banking Group
11.2012 - 07.2017
Lead Business Manager, Regional Operations, Asia Business Support
ANZ Banking Group
10.2008 - 10.2012
Business Analyst
NIIT Technologies Pte Ltd
09.2007 - 09.2008
Technology Support Lead
I-flex Solutions Ltd
06.2005 - 08.2007
Team Leader, Payment Operations Services
Bank of America NA
11.2004 - 05.2005
Executive, Centralized Trade Finance Operations
ABN AMRO Central Enterprise Services Pvt Ltd
01.2002 - 10.2004
Post Graduate Diploma - Innovation & Design Thinking
Emeritus Institute of Management in Collaboration with MIT Sloan, Columbia Bus. School Executive Education & Tuck School of Business at Dartmouth
Bachelor of Engineering - Electronics And Communication Engineering
St Peters Engineering College, India
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