K. Vijayalakshmi

15 years plus
Risk management & control, People Management, Customer Experience and Operations management
Includer, Harmony, Responsibility, Maximiser & Connectedness -Top 5 strengths from the Strengths Finder of Gallup Organization

A philanthropist by nature with over fifteen years of experience in the field of Operations management, Risk management and Control in the Banking, Financial Services Insurance domain. She has rich experience working in Canara Bank in various functions across various branches and the Central Office.

Currently, she is the Managing Director and one of the founders of KALVI World, a niche player in the field of Training and Consulting. Earlier, she was leading the Internal Control function of Canara Bank managing hundreds of branches for effective risk management and controls. In her earlier assignments, she has managed branch operations including cash management, account opening, account maintenance, complaints management and MI reporting. She has also managed Corporate and Institutional Banking operations including Account management and Trade operations

Key expertise

  • Risk Management
  • Customer Service
  • Cost Optimization / Productivity Improvements
  • Internal audit
  • Team effectiveness
  • Performance Management / Metrics & Measurement
  • Operations Control

Major Achievements

  • Managed the Internal Control function coordinating with hundreds of branches without any major audit observations
  • Nil reconciliation issues in the cash management of all the branches for consecutive eight years
  • Reduction of customer complaints by 50% in the branches
  • Supported acquisition of corporate banking clients and increased retail acquisition by 30%.
  • Led several kaizen initiatives in the department for cost optimization

Kalyan Krishnamoorthy

20 years plus
Lean, Six Sigma, TQM, JIT, Statistics, Analytics, Customer Service, ISO and Project/ Program Management
Focus, Includer, Strategic, Learner and Analytical -Top 5 strengths from the Strengths Finder of Gallup Organization

A practising professional with over two decades of experience in the field of Project management and Operations Management with a specialization in Quality across Manufacturing, Information Technology and Services. He has rich experience working with various world class companies such as Alstom, Hewlett Packard, Mashreq Bank, Dubai Bank and Standard Chartered.

Currently, he is the Mentor for KALVI World, a niche player in the field of Training, Consulting, Technology and Outsourcing. Earlier, he was leading the strategic agenda of Innovation and Digitisation as Head of Business Excellence and Group Change Delivery across fifty plus countries for Standard Chartered Scope International. In his earlier assignments as Quality Leader in Alstom, Hewlett Packard and Mashreq, he has deployed strategic change management programs such as Lean, Six Sigma and Innovation for business transformation.

He is a certified Project Management Professional (PMP) from Project Management Institute, US, certified Six Sigma Master Black Belt (CSSMBB) from Indian Statistical Institute, Reengineering Customer Care Engineer from Renault Institute of Quality Management and Cegos, UK, certified Chartered Quality Professional (CQP) and a Member of the Chartered Quality Institute (MCQI), UK. Fellow (FCSIA) Member of the Customer Service Institute of America and a certified Assessor of Business Excellence from the Confederation of Indian Industry-Institute of Quality

Speaker at the various international forums including the American Society for Quality, 5th Annual Middle-east Business Excellence Summit in Dubai, 2nd Gulf Quality conference in Doha, Qatar and the Madras Chapter of Indian Institution of Industrial Engineering. Reviewer of papers for National Project Management Conference, India

Member of the panel judges for various conferences / competitions such as International Quality Conference by National Institution for Quality and Reliability and QIMPRO convention

He is also a PhD Research scholar from Amrita School of Business with four international publications in the field of Quality Management and Experimental Psychology.

Key expertise

  • Lean Six Sigma
  • Customer Service
  • Analytics
  • Program & Project Management
  • Cost Optimization / Productivity Improvements
  • Innovation & Digitisation
  • Benchmarking
  • Problem Solving EPS/ 8 D
  • BPMS - Business Process Management Systems
  • Business Intelligence
  • Performance Management / Metrics & Measurement
  • Risk Management

Major Achievements

  • Mentored more than 100 hi-impact projects with over 25 million USD hard saves and significant improvement in Total Customer Experience / Net Promoter Score across world class companies in UK, UAE & India.
  • Trained more than 5,000 Professionals with over 10,000 hours of training in Project management, Lean and Six Sigma across world class companies in India, UAE and UK.
  • Pioneered the introduction of Work Measurement (Industrial engineering practices like MOST - Maynard Operation Sequence Technique) and Hyper-specialisation in the IT / ITES industry for Productivity / cost optimisation
  • Led the strategic agenda of Innovation and Digitisation for Standard Chartered Scope International across fifty plus countries
  • Lean six Sigma efficiency improvement projects including maximization of Straight-through processing through Innovation & Digitisation leading to cost save of more than USD 25 million
  • Lean Six Sigma projects on customer to customer TAT reduction of more than 50% on key products such as cards, personal loans and savings account leading to an increase in Net Promoter Score from 30 to 45
  • Seat Utilisation improvement from 110% to 150% across locations through implementation of agile work place solutions
  • Use of latest trends in technology including Artificial Intelligence (virtual assistants) to eliminate manual intervention in operations
  • Winner of the Icons CEO award of the Global Shared Services Centre consecutively for 2 years (2012 and 2013)
  • Introduction of an innovative concept of ”Customer Consultant Award“ for complaining customers
  • Service Excellence enabled through implementation of CRM solution across the bank
Training Consulting