Deepak Gadiyar

Supporting operational risk function and cultivate a culture of Operational Risk Management and excellence. This involved conducting independent assessments and challenging 1st LOD risk management efforts while promptly escalating emerging risks.
Facilitating and overseeing risk management practices to ensure effectiveness, identifying, analyzing, quantifying, and reporting on Risks and Issues.
Additionally, perform risk-based independent monitoring and evaluations, assessing 1LOD risk management outcomes.
Building collaborative relationships with Payments management, control teams, CCOR, and Risk colleagues to influence strategic program decisions.
Leading firm-wide initiatives and developing Risk Assessment Strategies, including Compliance Reviews, Enterprise Level Risk Assessment, and Policy Implementation, is another aspect of my role.
Also, responsible for various functions such as Risk & Control Assessments, reviewing Contract Terms & Conditions, and overseeing Fraud Risk Control Functions.
Ensuring adherence to the BPS Risk Management Framework across FSO projects and assist in GDPR, ISO 27001, PCI DSS audits. In my capacity, I've worked in second-line ownership of risk programs, overseeing areas such as risk appetite, risk assessment processes, risk awareness and training, and change management protocols.
My experience also includes focus on Anti-Money Laundering (AML), Know Your Customer (KYC), and sanctions compliance. I've been involved in developing and implementing robust AML/KYC procedures and policies to ensure regulatory compliance. Additionally, I've worked on sanction screening processes to mitigate financial crime risks effectively. Performed sanctions, negative media and politically exposed persons (PEP) screening with high complexity (entity, legal, representatives, world checks) as a part of supplier onboarding
My responsibilities also encompass cultivating a robust understanding of premier risk and control principles alongside regulatory expectations. I integrate governance protocols to conduct recurring gap analyses against benchmarks, steering remedial actions when required. Identifying and cultivating pertinent data sources and components essential for risk-based assessments is crucial. Responsible and in charge, sustain, and annually update policies, procedures, and other governance frameworks as deemed necessary. Crafting articulate and data-driven narratives tailored for board and executive management consumption.
Conveying risk levels, mitigatory strategies, and consequential impacts effectively both for financial as well as brand reputation. Conducting thorough operational assessments on compliance-related procedures and platforms, delving deep into business processes, regulations, and controls to pinpoint root causes of issues, is central to my role. I manage multiple projects concurrently, demonstrating a keen sense of urgency and adept prioritization skills throughout.
Close collaboration with the 1st LOD to spot suspicious activities on consumer accounts. Detect anomalies and consequently raise Suspicious Activity Reports (SARs) as per regulatory requirements. This ensured quick detection and reporting of potentially illegal activities, bolstering the integrity of the financial system.
Lastly, responsible for incident governance, reporting, and risk mitigation involved overseeing the management of incidents within the organization - cluster, including response planning, coordination, documentation, and post-incident analysis to minimize risk and ensure business continuity.

Operations and Stakeholder/Client Management:

From BFSI standpoint, I've excelled in establishing contracts, SLAs, and billing models with vendors to optimize cost efficiency while
delivering top-tier customer service. I've proactively identified growth opportunities within our business framework and conducted operational calls and evaluations with vendors to ensure strict adherence to metrics.
Moreover, I've taken the initiative to educate clients on our product offerings, emphasizing their flexibility, operational ease, safety, and security. Building and nurturing profitable client relationships has been a cornerstone, consistently meeting delivery and quality standards to encourage repeat business. Throughout these endeavors, I've upheld exceptional customer service standards with meticulous control measures in place.

Responsible for Customer Operations team, ensuring the fulfillment of SLAs, PnL Delivery, designed and executed Gain-Share Model, over and above the FTE billing often exceeding expectations. Continuously seeking process enhancements, I strive to elevate customer service to a world-class level. Proactively, developed and implement service delivery processes and tools to foster outstanding customer experiences.
Internally, I advocate for the customer, aggregating their feedback to identify trends and similarities for optimal impact. This ensured
that the services align closely with customer needs and preferences, driving overall satisfaction and loyalty.

Transition and Business Ramp-up:

During my tenure, I actively participated in Due Diligence procedures for a prominent UK bank. Additionally, I served as the operational Single Point of Contact (SPOC) for significant operational transitions in the UK. In this role, I acted as the primary liaison between the project, clients, and internal stakeholders, fostering close collaboration with all support functions and operational teams within the organization.
Lead sales pursuit teams for host and cloud managed services clients, overseeing RFP responses and driving successful outcomes. I've also led a team in developing and establishing a cost-effective steady-state PMO team, ensuring efficient project management practices.
Additionally, developed support plans to manage unmanned locations, meeting SLA requirements for customers. As a key member of the PMO team, I've managed stakeholder relationships between stakeholders, operations, and third-party vendors, ensuring smooth collaboration and delivery.
I've managed the delivery of services within contract minimums, adhering to agreed-upon baselines for seat delivery. Moreover, I've overseen a portfolio of applications supporting enterprise business information and customer data.
Collaborating with a global team of network operation professionals, I've facilitated the smooth transition of large infrastructure customers to ITIL processes and procedures. I've also provided coaching and training in processes and requirements to key staff members for effective delivery.
Ensuring compliance is a priority, reviewing SOX controls monthly, updated narratives, and integrated Entomo with existing ERP systems to optimize functionality. I've utilized various computer programs such as Windows, Excel, and Microsoft Word to complete necessary reports and tasks.
Moreover, I've created and maintained Microsoft SharePoint sites, serving as a subject matter expert for the team. I've developed Excel-based tools for assessing ITIL-based process maturity standards for all delivery accounts.
Furthermore, I've provided expert oversight for the successful completion of projects and analyzed metrics to track performance. Coordinating external audits, SOX audits and monthly/quarterly close calendars has been part of my responsibilities.
In presale activities, I've reviewed RFP requests to provide solution architecture, cost estimates, and implementation timelines. Providing guidance and support to senior executives regarding financial implications to portfolio and staffing levels has also been part of my role.
Lastly, I've maintained responsibility for a repository of guides, project plans, email templates, and other program documentation via internal SharePoint.

Responsible for overseeing and optimizing operations to enhance revenue and cost efficiency, implementing process improvements to elevate customer satisfaction. Managed a £9 million account with 875 billable FTEs and 70+ support staff.
Accountable for PnL Delivery, consistently surpassed revenue and actual GM% targets. My responsibilities included managing multiple Lines of Business, serving approximately 1 million customers on the UK's largest broadband provider. These LOBs encompass a wide range of services, including Tech Service, Customer Service, OFCOM reportable Complaints, Multiple Back Office lines, Escalations, Fault management and resolution, Order Placement and provisioning, E-mail support, and Content writing.
Spearhead efficiency metrics, achieving a green dashboard status and drive NPS (Net Promoter Score) and AHT (Average Handling Time) to meet client expectations, earning recognition from Senior Stakeholders and Clients. Additionally, I introduced Batch Adoption concepts and Quality management to mitigate early life attrition and elevate Net Promoter Score and improve talent retention.
My efforts have been acknowledged with the Emerging Leader award within 5 months of joining the organization, reflecting my commitment to driving operational excellence and delivering exceptional results.

Managed operations, optimized revenue and costs, and implemented process improvements to enhance customer satisfaction. During my tenure I was responsible for £2.5 million billing account with 600 billable FTEs and over 50+ support staff.
Enhancing cost efficiency has been a key focus, achieved by increasing Yield % and reducing staff costs, which has contributed to profit goals and generated alternate revenue streams.
Additionally, I've managed Risk and Compliance for 2000+ FTE Voice operations in Mumbai and Chennai and Noida. This involved end- to-end process functioning, designing Severity matrix, Assurance and control framework, auditing, creating risk registers, and designing action plans to mitigate risks effectively not limited to Financial risk, OPS risk, IT risk and third-party risk management.
Setting targets and goals for the process, I've designed roadmaps to achieve operational revenue estimates while maximizing departmental revenue through effective agent and team performance.
To support early life tenure and improve retention, I introduced the Service Delivery Academy concept, providing additional support, coaching, and skill enhancement, which was well-received by stakeholders and clients.
Furthermore, I've managed the sales Gain-Share model, consistently delivering revenue estimated around £1.2+ million each month. Additionally, I've overseen OJT/Embed (40-60 advisor pipeline) along with training and recruitment.

Initiating various process improvements and studies, such as increasing first contact resolution (FCR), revenue leakage reduction, productivity gains, Green Belt for Net Promoter Score (C-SAT), Accuracy, uplift business revenue by increasing sales capability, complaints reduction, reduction in interdepartmental transfer, OJT Yield 360` feedback program, and Retention management, has been integral to driving operational excellence and achieving business objectives.