Karishma Khatri

Santander Bank - Product Manager

Launching new Mortgage Broker Digital journey

• Deployed digital broker journey products within the banking, insurance & brokerage ecosystem
• Developed use cases to establish business requirements & translate them into technical solutions with developers, testers, & risk controllers
• Facilitated technical workshops to conceptualise and outline specialised solution for client aligning with their specific commercial demands and regulatory prerequisites.
• Analysed key performance indicators of the UK's largest banks to derive actionable data-driven solutions for competitive advantage & strategic insight
• Devised monthly product specific reports to inform stakeholders of the latest market trends & competitor activity, notably with challenger banks/Insurers.
• Conducted thorough data quality checks, rectifying inconsistencies & errors, thus maintaining high standards of data integrity.
• Led team to ensure objects within the journey were successfully hydrating BPD records in order to differentiate between NTB & ETB customers for KYC processes
• Designed end-to-end customer journeys using Visio & Powerpoint
• Liaised with Underwriting/Legal teams to ensure solution scope was compliant with regulation & risk calls
• Collaborated with testing team to debug errors around API data validation within the journey sandbox
• Discussed & designed go live requirements as per business needs
• Partnered with UX designers to develop product usability & improve functionality
• Managed associate consultants: delegating workload, overseeing projects, & defining training needs

HSBC - Project Manager

Divestment from HSBC to RBC

• Led critical gap analysis on the impact of the divestment/migration from HSBC to Royal Bank of Canada to HSBC systems, data, & personnel
• Facilitated & managed large system migration from HSBC to RBC with cross-functional teams whilst ensuring specific customers were retained on HSBC supported systems
• Conducted comprehensive business analysis to identify growth opportunities & optimise operational efficiency for clients
• Provided evidence of increase workforce requirements which led to contract renewal & expansion

HSBC - Risk Manager

International Policy & Procedure Optimisation

• Deployed solutions for pain points of relationship managers in frontline banking such as ineffective documentation or removing unsuitable approvals, to maximise sales & induce a positive customer experience
• Streamlined policy flows & workflows to maximise efficiency within business
• Presented to senior leadership forums to gain unilateral support for initiatives & procedural change
• Kept abreast of local and international financial laws & regulations to ensure HSBC remained compliant

• Analysed and determined underlying operational issues in business operations in enterprise and medium sized companies.
• Liaised with C-suite stakeholders to discuss and review resource management to improve ROI.
• Developed detailed reports across financial, IT & construction industries & devised actionable solutions.
• Spearheaded business development efforts, identifying & capitalising on new market opportunities within the industry
• Implemented action plans, risk logs, & process flows to improve business model, transparency & accountability.
• Successfully improved SLA timelines by 86%
• Facilitated workshops & training sessions to upskill client staff & strategically improve service delivery.
• Supported teams during implementations & managed project milestones to ensure efficient workflow.

• Utilised UK Insurance digital aggregator data (Compare The Market, Money Supermarket, Confused.com) to understand consumer behaviour
• Monitored InsurTech & Challenger bank/Neobank trends to advise on the adoption of new technologies that could offer competitive advantages such as AI driven chatbots
• Leveraged data analytics to derive meaningful insights, informing strategy development & operational improvements for revenue growth