Professional Summary

Operational Risk professional with 5+ years of experience in retail banking operations, risk and control oversight, process governance, operational resilience, and continuous improvement. MBA in Operations Management and holder of the Professional Operational Risk Manager (ORM) Designation from PRMIA. Experienced in risk assessments, control design, incident management, business continuity, operational reporting, and stakeholder engagement within regulated financial services environments. Skilled in translating operational complexity into scalable, controlled, and resilient business processes through a combination of risk management, governance, and data-driven decision-making.

Work Experience

IDFC First Bank (2018-2024)

IDFC FIRST Bank is a universal bank present across India with a balance sheet of USD 50 billion & 42 million active customers and more than 1000 branches across India

Senior Operations Manager (2023-2024)

· Lead a team of 15 in high-volume loan servicing operations business unit as a part of First line of Defense (First LoD) (20k+ monthly requests), achieving 95% TAT adherence, 100% accuracy, and zero audit issues.

· Developed and maintained process documentation under the Quality Management System (SOPs, work instructions, functional checklists), strengthening process standardization, internal controls, segregation of duties, and operational resilience.

· Performed process governance and control oversight, including reconciliation exception handling, structured MIS reporting, and monitoring of reporting cadence to ensure data integrity, control effectiveness, and timely risk visibility within financial processes.

Acted as Single Point of Contact for insurance-related servicing activities, overseeing policy cancellations and death claim updates, ensuring accurate execution, adherence to internal controls, and risk-aware handling of high-impact and sensitive transactions.

Operations Manager (2021-2023)

· Delivered process automation and enhancement initiatives using SaaS and RPA, implementing four automations and eleven process improvements that reduced manual intervention, lowered operational error risk, and improved control reliability, while establishing MIS to monitor automation performance and control effectiveness.

· Led onboarding of CRM-based input workflows to enable structured handoffs from customer service to operations, improving end-to-end traceability, request integrity, auditability, and centralized monitoring of operational exceptions.

. Drove continuous improvement through structured feedback loops with teams and stakeholders, identifying operational bottlenecks and control gaps, improving First-Time-Right (FTR) rates, and reducing the inflow of incorrect or incomplete requests that posed downstream operational risk.

Deputy Operations Manager (2018-2021)

· Monitored key operational performance and accuracy metrics (volume, turnaround time, error rates) through deep understanding of system and process dependencies, enabling early identification of operational risks, process breakdowns, and emerging failure points.

· Supported business continuity and operational resilience during the pandemic by implementing contingency measures and alternative operating arrangements, mitigating service disruption risks under stressed operating conditions.

. Designed and presented management information dashboards at defined frequencies, providing leadership with data-driven visibility into operational performance, operational risk indicators, trends, and emerging issues to support timely risk-based decision-making.

Awards & Recognition

Power of One (2022): Award for Outstanding individual performance

RPA 101 (2023): Award for project “Automation of Excess Refund”

Lend-A-Shoulder (2024): Employee Volunteering program under CSR Activity

Portfolio

Showcasing my skills, education, and experiences online.

Connect

shubhamghotankar@gmail.com

+32 0465 86 03 92