CHETAN SHAH

Business Transformation| Global Service Delivery & Operations | Data

Analytics | Program & Change Management | Knowledge and Learning
Oriented

chetspyah@gmail.com https://www.linkedin.com/in/chetanpshah/ +91-9699808699

Profile Summary

A Recognized Hands-On Leader and a very Strong People’s Manager with Top Rated Performance and passion for
creating operational and technological capabilities that have Long Lasting Impacts enabling Scale, Productivity and
Efficiency Benefits.

Business Unit Head with experience in implementing and scaling operations via Technology capabilities
Leader who Excels in Managing Global Operations with focus on building COEs driven by best in class on-shore/
off-shore teams and team members.
Directed and managed cross-functional & multi-cultural teams and stakeholders using motivational leadership
with a focus, emphasis and delivering on exceeding expectation consistently.
A strategic planner with ability to understand the big picture and proficiency in streamlining business
operations, defining continuous improvement plans and processes bringing in technology innovations.
Consistently showcases ability to take on new roles and functions, setting up new teams, standardize and
implement new systems and processes, culminating into successful implementation of Global Complex
initiatives and target operating model

Academics Certifications
CA from ICAI in 1997 (49th CA-Inter/41st CA 3TP – Executive Education - Senior Leaders
Foundation) Program – IIMA – Feb 2019
B.Com from Sydenham College in1996 ( 65% First Advance Diploma in Global Business Service from
Class) Hackett Institute of Management – Nov 2018
HSC from Sydenham College in1993 (72% First
Class) IBM – Block Chain Essentials – Jun 2019
SSC from St Mary’s High School ,SSC in 1991 (86% Design Thinking Innovation – Jun 2019
Distinction) Robotics Program Manager – Sept 2019

Organizational Experience
Since Jul’01 with Citigroup / Citibank NA.
Growth Path:
Senior Vice President - Head Digital Transformation Program (Citibank- Retail Bank) Aug’18 – May’19
Senior Vice President -Global Lead – Liquidity Reporting (Citibank Services India Pvt. Ltd.) Dec’16 – Jul’18
Senior Vice President - Director Off-Shore Services (Citi Personal Wealth Management) NY / Mumbai Feb’07 – Nov’16
Senior Manager - Global Delivery Lead (Eserve International ltd.) Jul’01 – Feb’07

Citibank India – Retail Bank

Position:- Responsible for Change The Bank Initiative, transforming legacy applications to Customer Centric -
Digital Operating model Reporting into Citibank India - Retail Head and Retail India O&T head
Drove the Definition Phase of Customer Journeys based on Agile Methodology across Deposits, Personal loans and
Mortgages collaborating with Business heads and Regional Technology helping achieve the final closure on total
Cost for the Initiative.

Citi Finance & Risk Shared Services

Position:- Asia Pacific Lead Responsible for Implementation of Standardized Liquidity Reporting System, reporting
into India Center head of FRSS and Global Lead for Liquidity Management Program
Set up the Liquidity Management Unit to drive implementation and testing of Reporting system as a part of Global
Project ensuring implementation and delivery of the initiative within the Fed Mandate timelines
Recognition for the Team from Global Citi Treasurer and Citi Platinum Award for Team and Self
Citi Personal Wealth Management
Position:- Cross Functional - Service Delivery Head – Reporting into COO office of the Wealth Management Business.
Responsible for 3 Business Operation Teams, expense base of USD 33.6 Million.
PMO & Change Management – 30 FTE / Core Operations – 42 FTE / Data Analytic – 9 FTE

PMO & Change Management:-

Institutionalized Program Management Office ensuring streamlined process and routines for new enhancement,
testing and implementation increasing efficiencies and turnaround times and responsible for end to end
implementation of vendor software.
Set up and drove Transformation Office for Strategic Initiative of migrating Data and Operations to a third party
technology platform supporting USD 3 billion in revenue, 3000 users and 200 interfaces over a period of 2 years
in 2009-11, responsible for testing teams of 100 FTEs and 25000 test cases.
Led the set up and consolidation of Requirement and UAT testing teams empowering them to own detailed Business
requirement, planning, execution, and training all users across all changes reducing to considerable extent , issues
post go-live, including for Rainbow

Core Operations
Set-up and Transitioned at least 30 activities since 2012 to offshore, leading to cost saves of USD 6 million and
significant increase in efficiency, at least 10% year on year
Executing procedures for change in operations involving charting business processes and studying workflow to
design solutions, ensuring business functionality adherence including onshore to offshore, and thereby increasing the
offshore team size from 5 to 42
Acted as SPOC for driving US wealth management on the Global Consumer Platform – Rainbow
All SLA consistently met with 99% timelines and 95% accuracy rate

Data Analytics
Setting up and testing of the Data Warehouse in 2011 and enhancing that to 9 FTE as a part of offshore initiative.
Currently responsible for data analytics reporting for the business, approx 100 BAU reports and 50 ad-hoc reports
on a monthly basis
Successful generating an uptick on marketing campaigns conversion based on data mining and statistical
analysis generating opportunities, preempting Clients and FAs attrition and cross sells
Initiated Management reporting providing detailed Client insights, Return on assets, areas of growth, top revenue
trends across new accounts other key drivers helping business decision making and reporting to Senior Management.

E- Serve International Services Ltd

Position:- Global Testing Delivery Lead – Cash and Trade Teams. Reporting into Global Head of Cash Management
Reengineering and Center Head for Verification and Validation
Promoted from Manager to Manager to Senior Manager in the shortest duration possible
Responsible for a testing team of 100 (started with 15 FTE in 2002) and managing stakeholders across North
America , Japan, Asia and Europe
Defined and developed processes driving standardization and consistency of end to end Management of User
Acceptance Testing across the Regions ensuring seamless transition to new systems and processes.
Structured processes around Stakeholder communication and Implementation of Training across Global & Regional
Cash and Trade Business, UAT Teams, Software Developers and Business units.
First Team to initiate automation and defined to be an eXceed unit (COE center) in 2004, Team of the year awarded
in 2005
Supported the Business as a Single point of contact for Financial and MIS related functions for the Unit (300 FTE)
Part of the committee for the entity for Attrition and Core Training team for Induction.
Initiated the Performance Testing as a new service offering.

Prior to Jul’ 2001

GE Capital International Service - Assistant Manager Dec’00 – July 2001

Transitioned 3 Accounting activities related to FAS-52 from Stamford Connecticut to Gurgaon, India

Kotak Securities - Assistant Vice President July 2000 to Nov’ 2000

Preparation of Financial accounts and Cost management MIS, automated MIS via Excel Macro, reducing the turnaround
time from 1 day to 2 hours.

Deloitte Haskins and Sells – Assistant Manager Audit March 1998-June 2000
Statutory and Internal Audits: Reliance Industries Ltd, Abu Dhabi Commercial Bank, Aegis Chemicals Special
Other Key Assignment: Reformatting accounts from India GAAP to US GAAP for Reliance Industries