Pavan Shah

About Pavan Shah

18+ Years of Experience in Finance Operations, Program Management & Analytical Reporting with key focus on driving efficiencies through automation and digitalization!Current:Executive Director / Head of CAO Digital Experience (CDX) Support Services India & Philippines. Past:Top Talent Global Rotation Program for Sr. Vice Presidents - Global Supplier Services. IGNITE: Learning & Assessment Program covering 4 main verticals in Corporate Procurement Office (CPO). 4 Seasoned top performing Sr. Vice Presidents across the globe (US, UK & India) were screened & shortlisted from 4 verticals in CPO for learning and identifying areas to improve within the department. Identified opportunities had to be internally prioritized and presented with top 2 ideas to JPMorgan’s Chief Procurement Officer & GSS Operating Committee. Same piloted ensuring superlative success forming altogether a new organization with presence in US, India & Poland. Region - APAC:Governance Head / Onshore Lead for Asia Pacific Ops with regional staffing across 15 countries as part of the organization. Key role was to manage onshore operations and governance framework, working on strategic initiatives driving cost efficiencies, centralization and standardization inline to value proposition of the firm partnering with Regional & Country Leads, Senior Financial Officers (SFOs), Regulators, Legal, Compliance and Corporate Tax. Region - EMEA: India Site Lead / Managing Operations for UK and 20+ EMEA (Europe, Middle East, Africa) countries from Mumbai and Bangalore with team strength of ~60 FTEs from 2010 to 2015.Region - WHEM:Led & Managed key functions for US (United States) Operations from 2006 to 2009 contributing towards cost efficiencies, enhancing regional footprint through global system deployments, platform upgrades, enhancing risk and control framework. Specialties: Financial Operations, Analysis and Reporting, People Management, Project Management, Execution, Innovation, Entrepreneurship.

Experience

1. Executive Director Head - Cao Ux Digital Support Services (India, Philippines & Poland)

   JPMorganChase

   Apr 2018 — Present · Mumbai, IN

   Standing up and leading a Global Customer Experience (CX) Organization across US, India, Poland & Philippines with strong leadership presence of experienced Vice Presidents for providing best in class experience to internal & external customers through multiple channels (emails, virtual bots, live chats, calls and mobile apps)- Envision, Strategize, Design & Implement an effective & efficient operating model across the globe for servicing 40+ countries and 50K customers- Develop Mobile App strategy for 300k employees across the firm for enhancing the UX! Further add new features like mobile badge, bookit, room reservation, parkit, order food, meal payment, employee lookup, transport booking, native help, etc- Identify opportunities in sub departments (CTPO, Sourcing, Ops, SRM, Travel, etc…) to enhance products, functions and overall customer engagement & experience, introducing digital platforms & utilities across the board- Undertake & support high end journey mapping assignments & tech projects on improving customer experience per industry trends- Develop and implement strategic, tactical and operational customer engagement programs and initiatives in line with organization’s objectives on CSAT- Manage & control the operating framework of the India organization (Hub) across multiple sites by providing direction and support, ensuring implementation and review of work processes in order to achieve high performance standards and continuous improvement.

Education

• MKS College of Commerce (Mumbai)

  Bachelor of Commerce (BCom), Accounting & Taxation

  1997 — 2002

• MBA - IBS (Mumbai)

  Master of Business Administration (MBA), Finance & International Business

  2003 — 2006

• Xavier’s High School (Mumbai)

  SSC, Schooling

  1997

Skills

• Transition Management
• Process Management
• Internal Audit
• Entrepreneurship
• Business Resilience
• Business Continuity Planning
• Operations Management
• Offshoring
• Quality Management
• Global Client Management
• Management
• Financial Operations
• Project Management
• Corporate Finance
• Operational Risk Management
• Risk Management
• Team Management
• People Development
• Leadership
• Leadership Development