Nivesh Poonan

• As Portfolio Head: Client Servicing Optimisation and Automation, I led strategic operations and transformation initiatives that delivered measurable impact across the client servicing environment. My focus was on operational excellence, digital enablement, and building high-performing teams that consistently exceeded service benchmarks.
• Strategic Planning & Execution: Partnered with Operations leadership and executive stakeholders to deliver strategies aligned with organisational goals, shaped transformation vision, and ensured the achievement of key operational targets. Evaluated performance data to identify and capitalise on improvement opportunities.
• Process Optimisation & Resource Management: Assessed, redesigned, and embedded efficient, scalable workflows, leveraging automation and digital solutions to reduce manual effort and streamline operations. Continuously mitigated risk, ensured complete compliance with policies and regulatory requirements, and optimised team structures for resource agility.
• Data Analysis & Reporting: Harnessed business intelligence tools to provide actionable insights, tracked trends, and proactively resolved operational and service issues. Created and delivered comprehensive performance reports and updates to senior leadership, developing analysis that directly informed process improvement and elevated the client experience.
• Cross-Functional Collaboration: Acted as the primary liaison and integrator across departments, ensuring alignment, standardising best practices, and championing a culture centred on customer satisfaction. Led integration of service delivery with technology, HR, and compliance, providing robust, seamless client journeys.
• Project Management: Led and executed transformation projects end-to-end using agile methodologies, always aligned to business objectives and client needs. Defined project goals, milestones, and deliverables; monitored progress; and provided progress updates.

• As the Functional Head, I was responsible for delivering a consistently excellent client experience and ensuring operational excellence for clients and operational teams across the UK, South Africa, Mauritius, and the Channel Islands. My approach combined people leadership with digital innovation, leveraging RPA, AI, and data to exceed service standards.
• Directed the successful rollout of client experience and operational initiatives that aligned with business strategy and the evolving expectations of Private Banking clients.
• Ensured robust compliance with all regulatory, audit, legal, operational risk and quality assurance requirements, embedding a culture of risk awareness and client trust.
• Used detailed operational and performance data to identify, propose, and execute technology and process transformation opportunities, which resulted in both cost reductions and improved efficiency in service delivery.
• Managed clear, timely communications with clients and stakeholders regarding regulatory and process changes, supporting transparency and positive relationships.
• Regularly analysed service statistics and quality reports, identifying root causes and driving corrective measures to improve customer outcomes and reduce complaints.
• Worked alongside HR and leadership to recruit and train high-calibre, diverse teams, emphasising both technical and interpersonal skill development.
• Led, mentored, and motivated teams by instilling a collaborative environment, ensuring creativity and accountability in achieving performance goals and service excellence.
• Provided insights and recommendations to senior management, directly informing strategic and tactical planning for client service delivery.
• Monitored and managed divisional budgeting and expenditure, aligning resource allocation with business objectives while safeguarding client interests.
• Championed a culture of continuous improvement and innovation, always focusing on client feedback and evolving service needs.

Operations Specialist - Client Data
October 2017 - January 2019 (1 year 4 months)

Manager: Account Maintenance
April 2016 - September 2017 (1 year 6 months)

Manager: Client Onboarding
March 2015 - March 2016 (1 year 1 month)

Manager: Client Support Centre
January 2013 - March 2015 (2 years 3 months)