Dhruvika Chawalla
Senior Consultant @EY
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WORK HISTORY
Senior Consultant @EY
Mumbai, IN
Spearheaded data-driven branch expansion initiatives across underserved Tier 2 and Tier 3 cities, leveraging geospatial analytics and customer segmentation to identify high-potential catchments• Enabled a 15% YoY increase in CASA mobilization and improved cost-to-income ratio by optimizing branch formats (mini, full-service, digital hubs)• Led end-to-end setup of a new banking entity, including regulatory liaison with RBI, infrastructure planning and operational readiness• Spearheaded strategic assessment establishing and scaling the GCC of a leading US and Japanese bank in India, optimizing location strategy, talent availability and cost structures• Led the implementation of IVR and chatbot journeys, enhancing customer experience and ensuring compliance with UK banking regulations through AI-driven solutions using NLP and Dialogflow• Managed Genesys migration and workforce optimization, enabling scalable, secure, and efficient customer service operations across digital channels, resulting in FTE savings across global markets• Led the end-to-end development of digital (DIY and assisted) customer journeys and partnerships, focusing on process redesign, cost take-out and efficiency improvement• Collaborated with stakeholders (operations, compliance, risk, CAMS, KFintech, CHL, Billdesk, Intellect) for onboarding vendors, process mapping and customer due diligence• Identified and resolved pain points in retail liabilities and assets journeys for contact center, achieving efficiency gains of approx. Rs. 1.5 crores• Analyzed service request, queries and complaints data to fix gaps and set benchmarks for process metrics• Developed customer sign-up/sign-in journeys and created MIS templates for senior management to monitor success metrics• Conducted daily discussions with stakeholders for MIS report automation and developed financial literacy marketing materials
EDUCATION
Jai Hind College
Junior college, Science
Indian Institute of Management, Shillong
Master of Business Administration (MBA), Business Administration and Management, General
Queen Mary School, Mumbai
ICSE
Institute Of Chemical Technology
Bachelors in Pharmacy, Pharmacy
SKILLS
ABOUT DHRUVIKA CHAWALLA
EY India | Former experience at Yes Bank, JPMC and Kotak Securities
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