SANIL MATHEWS
Dubai
Summary
Dynamic transformation leader with 20+ years of experience in executing change initiatives across diverse sectors. Demonstrated success in aligning transformation strategies with organizational goals to drive efficiency and growth. Certified Lean Six Sigma Black Belt with expertise in optimizing business processes and enhancing performance. Focused on fostering a culture of accountability and empowerment within cross-functional teams to achieve measurable results.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Vice President – Group Transformation Office
DAMAC Group
Dubai
04.2022 - Current
- Established the Group Transformation Office under the Chairman's sponsorship, with a 24-month roadmap for business value stream transformation.
- Delivered comprehensive End-to-End Customer Experience Digital Transformation program for DAMAC properties, generating AED 85M in five years.
- Redefined customer segments and implemented tailored customer journeys.
- Deployed re-engineered processes on new BPMS platform with AI-enabled workflows.
- Implemented intelligent case management on Salesforce platform to enhance operational efficiency.
- Introduced AI-powered contact center solution utilizing Genesys Cloud technology.
- Executed revised CX operating model, achieving 40% increase in productivity and boosting Net Promoter Score by 25 points.
- Launched Enterprise Process Excellence framework for DAMAC properties and EDGNEX, incorporating BPM on ARIS, BPR using Lean Six Sigma, workflow orchestration through PEGA, and automation via RPA.
HEAD OF OPERATIONAL EXCELLENCE
Commercial Bank of Dubai (CBD)
Dubai
07.2020 - 03.2022
- Led end-to-end digital transformation of customer journeys using Lean, Six Sigma, and RPA techniques.
- Developed and launched 'LEAD', a strategic process transformation roadmap sponsored by CEO.
- Automated retail account opening and credit card issuance via CBD mobile app, enhancing customer fulfillment.
- Established internal service hub to manage transaction queries, improving team productivity.
- Enhanced trade finance customer experience through reduced referrals and processing times.
- Directed RPA program, successfully implementing 10 bots for high-volume operations with AED 1M impact.
HEAD OF OPERATIONAL EXCELLENCE & CHANGE
Abu Dhabi Commercial Bank (ADCB)
Abu Dhabi
06.2011 - 07.2020
- Drove transformative change programs at Abu Dhabi Commercial Bank, embedding a culture of continuous improvement.
- Achieved 2016 Gulf Customer Experience Award for Best Change & Transformation initiatives.
- Conceptualized and implemented key CX measures across customer journeys, monitoring performance metrics daily, weekly, and monthly.
- Transformed customer onboarding process, reducing instant account opening time from five days to same-day service through digital channels, resulting in 30% year-over-year increase in new customers and 8% growth in CASA balance.
- Revamped wholesale financing experience, achieving Application to Cash process duration of 40 days from 116 days baseline with a new competitive service model launched within 12 weeks.
- Streamlined Delegation of Lending Authority (DLA) process by automating workflows and simplifying source documents.
- Transformed retail lending process, providing same-day fulfillment for Personal Loans, Credit Cards, and Auto Loans through a rule-based credit decision engine.
- Optimized ADCB property management business with cloud-based automation solutions and established ADCB’s first operations and technology center in Mumbai.
MANAGER – SERVICE QUALITY
First Gulf Bank (FGB)
Abu Dhabi
04.2008 - 06.2011
- Led high-impact process improvement projects in Trade Finance, Transaction Banking, and Credit Card operations.
- Achieved 60% reduction in turnaround time for key Trade Finance products including Letters of Credit and Guarantees.
- Generated AED 10MM in annualized incremental revenue through credit card process yield enhancements.
- Served as Six Sigma Practice lead, developing continuous improvement capabilities across the bank.
Asst. VICE PRESIDENT – MASTER BLACK BELT
GENPACT (Formerly GE Capital)
Hyderabad
03.2005 - 03.2008
- Master Black Belt (MBB) for the Infrastructure and Logistics business.
- Delivered USD 3MM as savings through operating cost reduction and cost avoidance by driving various improvement projects. Major heads of spend being electricity, transport and New infrastructure fit outs.
- Improved Quality DNA of the function through rigorous GB trainings and GB Projects from the baseline of 20% to more than 80%.
- Conducted more than 200 hrs of six sigma trainings and trained more than 50 Black belts on DMAIC rigor and 300 associates on basic and advanced concepts of LEAN and Six Sigma.
Asst. MANAGER – OPERATIONAL EXCELLENCE EXPERT
GLAXO SMITHKLINE (GSK CH)
India
06.2004 - 03.2005
- Full time operational excellence expert responsible for implementing Lean Manufacturing Techniques for critical Manufacturing and transactional processes.
SR. ENGINEER – QUALITY ASSURANCE
TATA Motors
India
02.2002 - 06.2004
- Implementation of Quality Systems, Design modification and Quality monitoring of sheet metal dies and fixtures.
- Member Black belt with the six sigma core committee.
- Drive high value Lean Six Sigma Projects.
Education
Leading Digital Transformation and Innovation -
INSEAD business school
Fontainebleau, France01.2019
Masters - Business management
Xavier School of Management (XLRI)
Jamshedpur, India01.2013
Masters - Tool Design
Central Institute of Tool Design (CITD)
Hyderabad, India01.2002
Bachelors - Mechanical engineering
University of Madras
India01.2000
Skills
- CXO-level engagement
- Leading transformational change
- Strategic Planning
- Continuous improvement
- Customer Experience Leadership Framework
- Process and workflow optimization
- Enterprise Process Automation
- Project management
- Change management
Accomplishments
- 2016 Winner for Best Business Change & Transformation - Gulf Customer Experience Awards
Certification
- Lean Six Sigma Black Belt (GE LSS Curriculum)
- Advanced Diploma in Global Business Services (ADGBS), The Hackett Group, 2017
Timeline
Vice President – Group Transformation Office
DAMAC Group
04.2022 - Current
HEAD OF OPERATIONAL EXCELLENCE
Commercial Bank of Dubai (CBD)
07.2020 - 03.2022
HEAD OF OPERATIONAL EXCELLENCE & CHANGE
Abu Dhabi Commercial Bank (ADCB)
06.2011 - 07.2020
MANAGER – SERVICE QUALITY
First Gulf Bank (FGB)
04.2008 - 06.2011
Asst. VICE PRESIDENT – MASTER BLACK BELT
GENPACT (Formerly GE Capital)
03.2005 - 03.2008
Asst. MANAGER – OPERATIONAL EXCELLENCE EXPERT
GLAXO SMITHKLINE (GSK CH)
06.2004 - 03.2005
SR. ENGINEER – QUALITY ASSURANCE
TATA Motors
02.2002 - 06.2004
Leading Digital Transformation and Innovation -
INSEAD business school
Masters - Business management
Xavier School of Management (XLRI)
Masters - Tool Design
Central Institute of Tool Design (CITD)
Bachelors - Mechanical engineering
University of Madras
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