Rovena Serrao

About Rovena Serrao

With 24+ years in the financial services industry, I currently serve as Associate…

Experience

1. Associate Director - Delivery & Transformation Cluster Lead - Banking

   Accenture

   Oct 2018 — Present

   At Accenture, I received multiple promotions and rose to increasing position of responsibilities. Currently I lead a cluster of accounts for the Banking cluster for Mumbai and Chennai delivery centres. In my past roles, I led the delivery of bank-in-a-box and managed all towers of banking such as contact centre, collections, sales, net promoter surveys, trade finance, account opening, credit underwriting and helpdesk. I worked closely with peers and the manager to ensure objectives, benchmarks and performance expectations are aligned across the AML/KYC department and are consistently applied. I have also managed accounts supporting Financial Crime operations – OCDD, KYC Outreach, Transaction monitoring, Sanctions screening, Controls testing.Few highlights of my profile include: Currently managing a large cluster of clients across Real estate, Insurance and Banking services Managing teams supporting Financial Crime operations – OCDD, KYC Outreach, Transaction monitoring, Sanctions screening, Controls testing Responsible for transitioning and setting up Controls testing accounts for Business and Technology controls. Mentored 4 different teams for a platform client with varied operations. Led teams that conducted AML / KYC steps including compliance sanctions screening. Set-up large scale banking process from initial stage to final stability phase with noiseless delivery. Spearheaded delivery of bank-in-a-box managing all towers of banking such as contact centre, collections, sales, net promoter surveys, trade finance, account opening, credit underwriting and helpdesk. Over the past several years, I continue to adopt more leadership responsibilities involving people management and organizational development. As a Client Experience Lead, I constantly help the business recognize challenges, identify opportunities and build solutions to improve the overall customer experience.

Skills

• Business Analytics
• Cross-Functional Team Leadership
• Analysis
• Employee Engagement
• Loans
• Vendor Management
• Team Building
• Crm
• Service Delivery
• Financial Risk
• Banking
• Operations Management