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Manish Kalra — Chief Operating Officer · CERVIN Family Office & Advisors · Mumbai, Maharashtra, India.
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About
Multi-faceted leadership experience in the financial services industry. Worked through the life cycle of consumer bank including customer service, training, process and policy governance, fraud operations, process audits, internal controls, re-defined customer journey, product development and digital app development & governance.
Experience
Chief Operating OfficerCurrent
CERVIN Family Office & Advisors Pvt. Ltd. · India
Jan 2024 – Present
Leading the Service & Ops, Admin, Compliance function for the Multi Family Office.
Executive Vice President
Kotak Mahindra Bank · Mumbai, Maharashtra, India
Apr 2003 – Jan 2024
Digital Projects- 2014 - Present Reporting to Chief Digital Officer Leading digitisation project • Built DIY Investment Ecosystem to augment customer acquisition • Built Aadhar based account opening process & lead management system • Evaluating/on-boarding strategic partners • Stake holder management including the Big 5 consultants Vice President – Business Process & Risk Containment Retail Liabilities 2003-2014 Reporting to Head of Retail Risk Developing PAN India processes, internal controls and policies for the bank • Improving/Redefining customer journey based on product specifications, feedback from internal and external customers and audit recommendations • Setting up and leading the fraud control unit • New branch implementation, pre & post launch training of staff and testing infrastructural readiness Projects Financial inclusion – Created financial inclusion plan of the bank. Detailed white paper for the board Fraud risk management tool - Evaluation and deployment of the fraud risk management tool for the bank
Education
Skills
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