Vivek Nair

About Vivek Nair

VISIONARY | ACCOMPLISHED | TRANSFORMATIONAL | VERSATILE LEADERStrategic Leader with a proven track record of success in championing inclusive leadership, agile execution, and ecosystem collaboration to build resilient, future-ready financial institutions. My expertise lies in leading global operations, optimising frameworks, delivering cross-border initiatives, and driving transformation through automation, AI adoption, and agile methodologies. With over 22 years of industry experience, I specialise in leading strategic operations, end-to-end project delivery, and transformational initiatives across banking, financial services, and fintech sectors. I bring expertise in managing large, cross-functional teams and executing enterprise-wide change programmes that elevate customer experience, streamline operations, and enhance service delivery. What distinguishes me is my in-depth knowledge of regulatory frameworks and commitment to global compliance standards, including those of the RBI, OFAC, and FATF, alongside a strong focus on establishing a robust internal control environment-I design and implement operational frameworks, lead complex cross-border transitions, and deploy innovative automation solutions—leveraging AI to drive cost efficiency and boost productivity. Renowned for strong stakeholder management and governance, I have a proven record of fostering successful collaboration across senior leadership, product, technology, and compliance teams. I am deeply committed to team development, inclusive leadership, and driving continuous improvement through structured learning and performance initiatives:Strategic Leadership & Execution | Banking Operational Excellence | End-to-End Project Delivery | Innovation & Transformation | Process Re-engineering & Optimisation | People-Centric Leadership | Policy & SOP Development | Data-Informed Decision-Making | Top-performing Team Leadership

Experience

1. Vice President - Customer Service and Operations

   NatWest Group

   May 2023 — Present · Gurugram, IN

   In this role, my primary focus is delivering strategic guidance and coaching, elevating team effectiveness in process management and control, and fostering a culture of continuous improvement and innovation. I’m responsible for overseeing real-time banking operations in Gurugram and Chennai, implementing service enhancements, and facilitating the sharing of best practices across teams. The favourite part of my role is strengthening cross-functional relationships to ensure timely incident resolution and resource prioritisation aligned with business goals. DELIVERED RESULTS Delivered high CSAT and exceeded global service benchmarks by building a high-performing web messaging team for commercial clients. Improved FTE efficiency and automated key analyst tasks using AI, streamlining workflows like non-standard deposit rate processing. Led significant workload migration from the UK to India, including first-of-its-kind transitions like Web Messaging and Operational Service Review. Boosted customer experience and sales through focused performance management and operational leadership. Recognised as Best Team Coach under a gender development programme and appointed Global Co-Lead for the Multicultural Network, advancing inclusive leadership. Earned \'Star of the Month\' award for outstanding contributions.

Education

• Global Enterprise Infotech Solutions

  SAP-CRM

  2010

• University of Mumbai

  Bachelor’s Degree, Business/Commerce, General

  2005