Sunil Mudaliar
Digital Transformation Lead @JPMorganChase
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WORK HISTORY
Digital Transformation Lead @JPMorganChase
London, GB
Led strategic initiatives within Chase Servicing to streamline operations and enhance user experience.Piloted a performance and coaching management tool to drive efficiency and improve the servicing experience.Executed digital transformation strategies, including the Cost to Serve Program, resulting in a fully reimagined Dispute Journey (~$1M exposure reduction) and a simplified Bereavement Journey.Spearheaded the design and implementation of contact center, service delivery, and back-office processes for the MVP integration of the Chase and Nutmeg apps, including Bonus Saver variants, contributing to $2B in reserves and BAU for Treasury Ops journey, Life event journeys ( Dispute, Bereavement and vulnerable customer), Voice ( Salesforce) and Chat (Amazon Connect), other service delivery functions like QA, QC and BCM.Partnered with Product Owners to identify customer touchpoints across app, CRM, servicing, and web journeys platforms.Defined end-to-end customer journeys and collaborated with cross-functional teams (Tech, Legal, Compliance, Risk, Ops, Privacy, and Conduct) to align on process design and support successful feature launches.
EDUCATION
Delhi University
Bachelors, Science
University of Greenwich
Master's degree, International Business
SKILLS
ABOUT SUNIL MUDALIAR
Over 21 years of Problem-Solving experience across Banking, Financial Services and Insurance Industry globally. Last 5 years within JP Morgan Chase ( Contract and Perm role) as Director Business Analysis, and Transformation Lead.Assumed various roles & responsibilities like -• Lead client advisory engagement & delivery• Building a new capability • Designing go to market strategy• Manage New Pursuits (RFP/RFI) • Collaborate with technology product partners to increase market penetration and innovation • Demand fulfilment and recruitment• Leading a team of analyst, consultant and Consulting managersSuccessfully led and delivered large scale Transformation & Change program specialising in advisory, automation (Hyper Automation - RPA, ML & AI), Risk and Control, technology and digital transformation, Lean optimisation and Six Sigma engagementPrevious experience of supporting regulatory changes E.g BREXIT, Reg. Reporting (MIFID) etc. for leading investment banksCertified Lean Six Sigma Black Belt, led and mentored 130+ Lean and Six sigma projects with total value of USD 30 MillionLed multiple Robotics Process Automation engagement for clients in UK, Ireland, France, Italy, Spain and Germany Complete understanding of Auto manufacturing and Auto Finance lifecycle.Good knowledge of Hyper Automation ecosystem leveraging tools like Cicero, Automation Anywhere, Uipath, WorkFusion, Blue-prism, UI Path, KOFAX, Celonis, Alteryx, OCR, NLP, other ML and AI based solutions etc.Dealing with stakeholders at all level starting from associate to CXO Experience in Agile delivery model, Trained Scrum MasterSuccessfully supported completion of IQMS and CMMI Level 5 deliverables for TCS. Has good expertise in BPM, Process Re-engineering, MIS and Risk management.Experienced in working with Cross functional team, globally and in a shared service environment.Technical Skills : SAS & SQLSpecialist: Corporate Banking(Wholesale lending, Trade finance), Capital Market, Insurance (Claims Management), Retail banking, Finance (R2R), Manufacturing and Logistics, e-commerce, Robotics Automation, Business Development, Transformation, Six Sigma - Project Management,Risk Analytics, Collections Analytics,Call centre Analytics, Business Analysis
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