KARTHIK VISWESWARAN

My Responsibilities

• Formulating strategies to drive performance and improvement to ensure high control levels are met
• Ongoing analysis of control breakdowns, optimize processes and activities required to ensure delivery of control commitments
• Leading a team size of 01 (onshore)
• Perform timely corrective action plan by collaborating closely with stakeholders across business, technology, audit, compliance, legal, third parties and vendors
• Representing cards & consumer lending in multiple controls related governance initiatives

My Impact

Project Management:

• Delivered a major ACCC regulated project on time – Unfair Contract Terms (UCT) for cards and consumer lending products. Tackled close to four hundred customer contractual obligations – facilitated content management between legal, external legal, internal stakeholders, compliance, and vendors. Managed one million customer communications across Citi and ten white label products and consulted with technology team for timely go-live.
• Led the revised RG209 - Assessed 100’s of guidance notes and performed impact assessment for cards and consumer lending products. Lobbied across credit risk, compliance, legal, operations, and business heads for common alignment on identified gaps and prioritized project for timely implementation.

Governance:

• Created centralized repository (sole source of truth in the SharePoint) for product program, P&P’s, various terms, and conditions, unified communications calendar across Citi and ten white label products, fees and charges and introduced governance for timely updates and validations.

Corrective Action Plans & Controls

• Delivered on time - compliance driven major remediation's with minimal impact to customers (statement suppression, ASIC do not deal, Office of the Customer Advocacy Thematic Review, etc.,)
• Established on-going monitoring for tackled treatment plans to prevent repetition.

• My Responsibilities
• Formulate and implement consumer loan product and marketing strategies, campaigns, and initiatives to improve the performance and profitability of the consumer loan portfolio
• Survey and analyze competitive industry landscapes to identify relative trends, threats, and opportunities to apply in strategy development and execution
• Review monthly TTD (through the door) and analyses customer profiles by offer type, identify opportunities, and drive initiatives through Credit Risk, Digital Sales, Technology teams to improve offers, customer experience and thereby lift approval rates.
• Lead discussions with Digital Sales, Data and Analytics team to track acquisition drivers (volume/balances) and expenses against plan and outlook. Also led the process improvement & innovation across acceptance to improve customer satisfaction and business profitability
• Ensure the internal controls to reduce operational risk and compliance with policies.

My Impact

Product Management:

• Launched Citi branded personal loans – risk-based pricing
• Created the full on-line journey blueprint for personal loan– i.e., inception phase to set up for success (design prototypes, customer journey maps, requirement briefs, create user stories, project initiation documentation, back-end decision engine mapping, planning and implementation)
• Lead discussions with Risk on the credit scorecard, credit overlays and finalized six types of risk-based price points
• Performed competitor products, market trend analysis, consulted with external bureau (Experian) and implemented a personal loan eligibility calculator and enabled a journey to understand indicative limit without placing any bureau footprint.
• Boosted WEIR% up to two hundred basis points for personal loan product.

Sales Management:

• Met the sales outlook for the loan portfolio through various promotional offers – friends and family, cross sell, and staff - thereby build additional balances up to five million

Operations Management:

• Reduced the turnaround time from 3.5 to 1.5 days, by simplifying customer verification process.

My Responsibilities

• Formulating strategies to deliver Coles Credit Card customer online application form
• Ongoing analysis of customer pain points in the online application form, optimize process through surveys (internal and external) to provide remarkable experience to the customers.
• Lead a team size of 2 (offshore)
• Represent Digital forum in join management committee with partners, senior leaders, and stakeholders
• Maintain project tracker details includes maintaining and completing project key performance indicators, detailed and summarized project progress reports, activities against the detailed project plans, risk register and updating project plans to include agreed changes

My Impact

Project Management:

• Optimized Citi credit card online platform and delivered Coles Credit Card customer online application form on time with zero showstoppers
• Created the full on-line journey blueprint for credit card – i.e., inception phase to set up for success (design prototypes, customer journey maps, requirement briefs, create user stories, project initiation documentation, back-end decision engine mapping, planning and implementation)
• Leveraged VISA sponsored research budget and surveyed about twenty participants and gathered information on consumer needs/pain points on applying for credit card product through online channel.
• Lifted straight through processing by integrating key bureau parameters – credit, AML, and Fraud with the credit decision engine and thereby enabled the platform to provide real time credit decision
• Additionally - defined API road map for other potential white label cards and loans online application form

My Responsibilities

• Streamlined the loan approval process for faster decision-making, enhancing customer satisfaction.

My Impact

System management:

• Delivered more than five hundred risk policy changes in the strategy manager & credit decision system with no significant issues
• Maintained comprehensive history for each change implementation and linked risk policy reference.

Project Management:

• Represented Australian credit risk team to sunset “strategy manager system” and worked through the strategic roll out of FICO credit decision engine and successfully migrated the five hundred risk policy rules from strategy manager system with no Severity-1 incidents post migration
• Integrated the FICO credit decision engine into the new online application platform to provide real time credit decision
• Delivered comprehensive bureau readiness (i.e., linked multiple bureau responses (XML interface) to credit decision engine) with no impact to negative bureau consumption
• Set-up offshore back-up in India and Philippines and trained four resources in managing the credit decision engine.