Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
DIPTI MOTWANI

DIPTI MOTWANI

Thane

Summary

Certified Anti-Money Laundering Investigator (CAMI) with over 17 years of comprehensive experience across digital banking, compliance, KYC, business banking operations, and customer service. Proven track record in leading regulatory initiatives, drafting SOPs, driving operational risk mitigation, and streamlining workflows across banking functions. Known for optimizing service delivery, regulatory readiness, and automation. Award-winning professional with consistent recognition for fraud prevention, risk management, and outstanding performance.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Associate Vice President – Process and Compliance Lead

KOTAK BANK LTD
01.2025 - Current
  • Leading the Process and Compliance function within the Digital Banking division.
  • Drafting and updating SOPs and process notes aligned with regulatory guidelines for digital customer onboarding.
  • Coordinating across stakeholders to secure approvals and drive seamless implementation.
  • Communicating new process roles to respective channel teams and ensuring compliance.
  • Identifying open risks and preparing Risk Control Self-Assessment (RCSA) in coordination with the ORM team.
  • Supporting internal and external audits including walkthroughs and timely closure of observations.
  • Understanding customer needs and gathering product requirements to align process changes with user expectations.

Senior Manager – Product Manager KYC

IDFC BANK LTD
08.2022 - 01.2025
  • Handled an active leadership role in maintaining and communicating regulatory changes.
  • Ensured timely completion of compliance and regulatory requirements, including policy updates and self-testing, to maintain adherence to industry standards and internal guidelines.
  • Took charge of critical regulatory activities specific to current accounts such as Re-KYC completion and ensured all related compliance measures were implemented on time.
  • Conducted training sessions for branch and business teams to keep them updated on new regulatory guidelines.
  • Communicated essential guideline updates and process changes to branches to reduce workload and improve operational efficiency.
  • Led digital automation initiatives to streamline current account processes, authored new Standard Operating Procedures (SOPs), and enhanced overall cost-efficiency.
  • Transitioned manual tasks to automated workflows across branch and phone banking operations.
  • Analyzed top queries and recurring service requests to identify automation opportunities.
  • Implemented streamlined, cost-effective processes across both branch and phone banking functions.
  • Played a pivotal role in enhancing regulatory compliance, improving customer experience, and driving operational excellence within the current account domain at IDFC FIRST Bank.

Manager (M1) – Risk & Compliance and Current Account Operations

ICICI BANK LTD
05.2007 - 08.2022
  • Handling an active leadership role in maintaining and communicating regulatory changes, advising, and directing business leaders to ensure that regulatory requirements are addressed in their respective process and controls.
  • Identifying, collecting, validating, and recording internal loss events and 'near misses.' Perform root cause analyses on internal loss events and develop remediation plans to strengthen controls.
  • Ensure issues are identified, managed effectively, and remediated in a timely manner as per original schedule.
  • Support reporting needs and data analysis of risk management information.
  • Participate in policy review and deployment activities across Phone Banking Operations.
  • Analysis of the product and process handled at Phone Banking Group from risk perspective and strengthen the systems to avoid frauds.
  • Ensuring agreements with Vendors & third parties are in place in consultation with legal team.
  • Walk through and closing observation marked to phone banking by RBI, IRDAI and Internal audit group.
  • Internal audits to ensure restricted system and applications access as per skill requirements.
  • Coordinating with Department of Telecommunication for application of new center license, agreement renewals and assistance during inspection.
  • Quarterly Compliance, legal and IRDAI certifications to ensure guidelines compliance.
  • Analysis & closing fraudulent cases reported to RBI.

Business Analyst – Retail & Business Banking operations

ICICI BANK LTD
09.2012 - 05.2018
  • To analyze new product launch’s impact on customer service and come up with solution to reduce customer query with 100% customer satisfaction.
  • Arrange training to all phone banking officer and senior with respect to new product launch.
  • Primary role is to reduce contact center call handling time, errors on calls and focus improvement.
  • Provide firsthand analysis of any new product launch to business head.

Customer Service Manager- Retail Liabilities

ICICI BANK LTD
08.2008 - 08.2012
  • Handling Senior Manager Escalation Mail Level 4.
  • Responsible for complete follow ups and coordination with operations, branch banking, product team and respective stake holder to resolve customer queries and resolve before TAT.
  • Doing root cause analysis of each case and consolidate, analyze process gap, errors and suggesting ways to reduce errors to phone banking officers.
  • Sending reports to senior management about bank induced, process induced, customer induced, office induced.
  • Conducting training sessions and weekly hurdles explaining them how to reduce customer escalation and errors.
  • Daily Process transformation improvements sharing with floor heads.

Phone Banking Officer – Retail Liabilities

ICICI BANK LTD
05.2007 - 07.2008
  • Handling inbound customer calls and solving customer queries.
  • Goal was No errors, low AHT, providing quality information, solving customer query in one go so to prevent further level of escalation.

Education

Master of Commerce - Finance And Accounting

Mumbai University
Mumbai
06-2009

Skills

  • Compliance & Risk: Regulatory Compliance, KYC/AML, RCSA, Audit Coordination
  • Operations: Current Account Ops, SOP Drafting, Re-KYC, Process Optimization
  • Digital & Automation: Process Reengineering, Digital Transformation, Automation Projects
  • Customer Service: Escalation Handling, Contact Center Management, RCA
  • Leadership & Training: Team Management, Stakeholder Communication, Process Training

Accomplishments

· Received Beat the System award, three times since 2019 from ICICI Bank CEO- Mr. Sandeep Bakshi & Financial Risk Group Head -Dr. Sanjay Chougule for various initiative which help company in rectifying system loop holes to reduce frauds.

· Received award as first position in the The Saviours category of the Operational Risk & Resilience for being the most effective team for business continuity management during Covid 19

· Have got power performance certificates for 10 consecutive quarters for outstanding performance in the field of customer service and retail liabilities domain knowledge

· Phone banking focus award for 2 years marks highly professionalism and domain knowledge expert in the field of retails liability

· Got Eagle Eye award in year 2010 for preventing fraud

· Consistent performance with 1 Ranking every year for 12 years

Certification

  • Certified Anti Money Laundering Specialist

Languages

Hindi
Advanced (C1)
English
Advanced (C1)
Sindhi
Upper intermediate (B2)
Marathi
Intermediate (B1)

Timeline

Associate Vice President – Process and Compliance Lead

KOTAK BANK LTD
01.2025 - Current

Senior Manager – Product Manager KYC

IDFC BANK LTD
08.2022 - 01.2025

Business Analyst – Retail & Business Banking operations

ICICI BANK LTD
09.2012 - 05.2018

Customer Service Manager- Retail Liabilities

ICICI BANK LTD
08.2008 - 08.2012

Manager (M1) – Risk & Compliance and Current Account Operations

ICICI BANK LTD
05.2007 - 08.2022

Phone Banking Officer – Retail Liabilities

ICICI BANK LTD
05.2007 - 07.2008

Master of Commerce - Finance And Accounting

Mumbai University

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