Target/ KPIReview the quality of system designs and revamp Completion of change requirement by Sep’25 ; 50% automation by Dec ’25 and balance by Mar ‘26 50% automation by Dec ’25 and balance by Mar ‘26 Target Mar'26Segemented customer based monitoring - Elite, eva, Sr. Citizen, Loan, FD customers, HNI, NR, Senir officials in corporate and govt, Bank employees etc) by Jun'25 & Quarterly revisions ( Minimum)

Target Dec'25Oubound call - Quality improvement score card implimentations for call etiqettes (Greeting, introduction, listening, Accuracy of communication, empathy, modulation, awarensess creation like calling 1930 guidance for cyber complaint etc), >85% by Jul'25,

>90% by Oct'25,

>98% by Jan'26, Target Jan'26Identify the areas of improvement and cost efficiencies by automation plans 1. Operating cost ( excluding recent projects) to be brought down by 10% by year end - Mar 26

- Handle up to 15% volume increase through productivity improvements/ automations by Dec ‘25 Target Mar'26First line of defence Ensure that all staff in operations are fully aligned to the highest level of compliance and quality culture and ensure that the "first line of defence" is put in place strongly to achieve the outcomes:



Target MonthlyOperational Efficiency Establish / enhance framework for ensuring high levels of operational accuracy – through PQA/Process audit – to ensure nil compliance breaches and 99%+ process adherence - ETA - Dec'25 Target Dec'25Business Continuity Plan & Call Tree Ensure effective BCP to continue operating during an unplanned disruption Target Sep'25Customer reach for transaction monitoring from the time of alert Improvement in Alert to Pickup time

99% within 5 minutes ( 95% by June, 98% by Aug, 99% by oCT

Above 70% in 3 minutes ( 55% By June, 65% Aug, and 70% by Oct Target Oct'25

Availability of dedicated monitoring in place 24/7*365 days 99% of system availability with minimal downtimes and effective system backups interms of unscheduled system unavailability.

Target

MonthlyPayment channel integration SWIFT Payment channel integration

Prepaid card payment channel intergration Target Aug'25

Jun'25

Trainings & Assessment Program identification and working with HR within 6 months timeframe for completion of sessions – Workshops, trainings, Online courses. Target 3 sessions for 90% of the M1 and above (1 by June & 3 by Dec)Skill development Process Assessment every 6 months systematically with the support of HR- 90%/above achievement by analysts. Target

Nov'25

Periodic performance review

Fostering a versatile work-force Monthly Scorecard for each of the Analyst and TL from May 25 and monthly reviews and continuous improvement to 90%

Cross functional trainings for effective backup Target Monthly/

Quarterly

Mar'26

📌 Fraud Risk Analyst (Chennai)
🏢 equitas small finance bank
📍 Chennai