Swati Bhandarkar

About Swati Bhandarkar

Process Excellence leader with expertise in Business Process Re-engineering (BPR), Customer Journey Design, Operational Transformation, SOX Compliance, Internal Controls, Lean Six Sigma, and Automation. Skilled in improving service quality, reducing turnaround time, enhancing customer experience, and strengthening risk and governance frameworks. Experience includes- Process mapping, documentation, and control design- Customer experience optimization across multi-channel journeys- Root Cause Analysis (RCA) and Corrective/Preventive Actions (CAPA)- Process audits, SOX compliance alignment, and regulatory readiness- Workflow digitisation and automation initiatives- End-to-end business process review and operational risk mitigation- Leading cross-functional teams and driving strategic projects- Service quality measurement, dashboarding, and KPI reporting- Focused on delivering efficient, scalable, and compliant processes while enabling business growth and operational excellence.

Experience

1. Chief Manager - Process Excellence

   HDFC Life

   Oct 2022 — Present · Mumbai, IN

   Leading a team of Senior Managers and Managers to drive governance, process excellence, SOX compliance, and customer journey transformation across multiple business functions. Focused on strengthening controls, improving operational efficiency, and delivering sustainable business outcomes.Key Responsibilities & Achievements :Designed and reviewed end to end process documentation in alignment with SOX (Sarbanes–Oxley) compliance requirements, ensuring accuracy, completeness, and audit readiness.Collaborated with cross functional teams to identify key controls and financial reporting risks, strengthening organisational governance.Implemented remediation and process improvements based on SOX findings, improving control effectiveness and reducing compliance risk.Maintained up to date process documentation reflecting regulatory changes, internal policy updates, and business process evolution.Designed customer journeys through detailed as-is studies and global benchmarking; created future state journeys for multiple segments including Gen Z, Millennials, and senior citizens.Led business process reviews and re-engineering to streamline workflows, eliminate non value added activities, and reduce process failures.Built robust process controls and evaluated control effectiveness to enhance quality, compliance, and operational stability.Drove automation led process improvements to increase output, improve product quality, accelerate speed, reduce costs, and enhance customer experience.Delivered critical business projects aligned with management priorities to streamline value chains and achieve sustainable results.

Education

• Mumbai University Mumbai

  Bachelor of Commerce - BCom, Business/Commerce, General

  2002 — 2004