Vinod Srinivasa

Assistant Vice President - Operational Excellence America's leading multinational bank

Vinod Srinivasa comes along with 15 years of rich professional multi-domain global experience being with: • USA's leading banking financial institution • India's largest conglomerate (Larsen & Toubro - L&T) o in the Engineering & Technology domain (L&T Technology Services) & o Infrastructure/Energy sector (L&T Energy); and • India's emerging manufacturing start-up (Steel Infra Solutions - SISCOL). Backed with a post-graduation in Management from India's top B-school (IIM-Ahmedabad) & graduation in Mechanical Engineering from India's top engineering college (RV College of Engineering-RVCE, Bangalore), Vinod has institutionalized customer centric - employee driven tech-enabled processes across the value-chain. Vinod has been strategizing-transforming-deploying-marketing-consulting on Quality, Business Excellence, Operational Excellence and Environment Health Safety (EHS) domains all through-out his career and brought laurels at National & International forums. His efforts in digitalization, tech-enablement of processes, continuous improvement projects have upped firms’ productivity & efficiency and facilitated rational decision making while achieving intended results. Before joining corporate world, Vinod has 16 papers published in international journals with his association as: • Project Assistant at Department of Aerospace Engineering, Indian Institute of Science • Project Intern at National Aerospace Laboratories (NAL) • Mentored Engineering Research Fellow at Indian National Academy of Engineering • Summer Research Fellow at Indian National Science Academy Currently Vinod works as Assistant Vice President - Operational Excellence at America’s leading multi-national bank and is aligned to Client Protection function of Retail Banking, where he partners with multiple stakeholders (Delivery/Operations, Technology, Line of Business, and Leadership) for driving improvements utilizing multi-lenses viz. efficiency, loss reduction, customer experience, risk reduction. • He is a Certified Assessor from Confederation of Indian Industry (CII) for assessing firms on global business excellence models (viz. EFQM, Malcolm Baldrige). • He is also a keynote speaker at numerous international conferences on topics viz. Excellence, Customer Centricity, Lean, Technology Driven Continuous Improvement, Process Automation etc. • He is a Certified Qualitist® (coined by Quality Guru Dr Juran) as a mark of excellence among quality professionals • Vinod was named as ‘2023’s Top 50 Global Operational Excellence Thought Leader’ by United Kingdom’s Process Excellence (PEX) Network. • Recently Vinod has created the OSCARS Framework, an approach for firms to drive and reach upper orbital of excellence • Access more details on Vinod’s LinkedIn: https://www.linkedin.com/in/vinodsrinivasa/

Agenda Day 2 - 12 February 2025

10:00 AM CASE STUDY: Innovations in customer protection and process optimisation through strategic technology integration

This session delves into how retail banks are leveraging Business Process Management (BPM) to drive operational excellence (OPEX) with a core focus on protecting customer’ money. Financial institutions aim to build trust and safety across all customer interactions, enhancing client satisfaction and confidence. By identifying and eliminating non-value-adding activities at every touchpoint, we reduce risk, boost efficiency, and improve the customer experience (CX) in measurable ways.

 

Key Insights:

  • Developing a forward-thinking BPM strategy
  • Fostering integrated collaboration between technology and operations / delivery functions
  • Infusing analytics into the contemporary trends around fraud, cyber-security for enhanced protection of customer’s savings
  • Leveraging BPM and Customer Journey Maps (CJM) to propel next level of customer experience

 

Session Objectives:

 

  • Crafting a proactive BPM approach to stay ahead of industry trends and client needs, ensuring a resilient and agile operational framework.
  • Establishing seamless cooperation between tech and operations to drive Performance Excellence (PEX), creating agile responses to evolving customer expectations.
  • Synchronizing data-driven insights with operational efficiency to strengthen both internal and external relationships, translating into a superior customer experience.
  • Applying BPM and CJM tools to refine internal processes, empowering employees to enhance customer touchpoints and deliver consistently positive client interactions.