Nihar Kumar

A progressive leader with over 18 years of experience in leveraging innovation & strategic approaches for driving service delivery functions across KPOs & Captive Units of the Bank. Capability in leading end-to-end operations, process, people, stakeholder and customer management, continuous improvement in KPI & SLAs, automation, training & performance management. Added value to the efforts of the organization and drove organizational objectives by successfully implementing process flows and enhanced systems through various improvement projects. Impressive success in setting up & rolling out successful quality management in BPO/ ITES service environment, overachieving expectations, exceeding all set goals by enduring customer relationships and reducing cost.

• Payments Investigations
• Swift Messages, MT103/MT202/MT199
• Inquiry Management: BCNR, UTA, Amendment, Cancellation, Fraud investigation, Return Payments
• FATF, Sanctions Screening, OFAC & Dodd-Frank Regulations
• FX Investigations & HNI Clients Management
• Nostro Reconciliations, General Ledger postings
• Accounting Postings, Expense Processing & Cap Stock Processing

• 2005, B. Com, Bhavan’s Vivekananda college, Hyderabad
• 2021, MBA/PGDM, Institute of Management Technology (IMT), Ghaziabad
• 2022, Data Analytics Certification, IIM, Rohtak, Rohtak
• 2022, Tableau Certification

• Steered efforts towards augmenting the existing revenue through enhanced operational initiatives.
• Directed the implementation of the risk management process; monitoring the process to ensure that it operates effectively in the best interests of the company's stakeholders.
• Increased employee utilization by over 40% across multiple teams and secured up to a 100% satisfied fulfillment rate on all client services.

• Leading strategic game changer transformational functions; championing these initiatives in collaboration with various teams/ stakeholders.
• Establishing a roadmap for enhancing operations to achieve global service standards.
• Identifying &replicating best practices across all functions for inculcating a learning & sharing approach among all employees
• Delivering process breakthrough improvements towards business excellence by adopting business process improvement techniques and ensuring quality compliance
• Providing leadership as Business Unit Lead on benchmarking study along with State Street. Identifying & implementing levers to optimize cost and drive value for offshoring.
• Initiating & managing complex, departmental work by building a governance model and driving continuous improvement in metrics, SLA, and automation
• Heading cross-functional projects through the implementation of technology-led solutions to lower costs and improve services.
• Strategically establishing & improving policies in line with the best practices
• Directing hiring/ staffing to maintain a diverse & effective workforce and an ensuring effective performance management plan for teams.
• Participated in project meetings for planning manpower requirements by evaluating project needs.
• Establishing KPIs and developing competency among the team members; managing appraisal process across the levels; providing support to HR in hiring the right talent and onboarding of the employee

Date of Birth:  7th August 1984

Languages Known:  Hindi & English

Location;  Pune