Braja Gopal Das

Currently, I lead the US Personal Banking Operations Analytics team, collaborating closely with onshore counterparts and senior operations stakeholders. My focus is on building optimal operations expenses and enhancing customer experience through analytics-driven solutions. Key responsibilities include: • Operations Simplification: Streamlining processes to maximize efficiency and productivity across Core Operations, Collections, Fraud, KYC, and ATM functions. • Strategic Leadership: Leading the end-to-end implementation of productivity, offshoring, and Workforce Management (WFM) solutions, generating significant business impact. • Performance Improvement: Utilizing analytics to improve operational efficiency and customer satisfaction. By leveraging advanced analytics, I drive strategic initiatives that optimize operational costs and elevate customer experience, ensuring impactful business outcomes.

I was responsible for developing a strategic vision and roadmap, focusing on both Run-the-Bank and Change-the-Bank initiatives. I established the Fraud Operations Analytics team to deliver insightful analytics for HSBC Global Markets in fraud risk detection and mitigation. My role included building a Fraud MIS team for business outcomes and operations performance monitoring, a Fraud Model Monitoring team, and a Fraud Squad team to enhance fraud management through journey analytics. Additionally, I led the hiring, nurturing, and growth of talent across Analytics, Innovation, and Contact Management Utility teams in multiple locations.

In addition to overseeing the Collections Strategy team, I established the First-Party Fraud Analytics team from the ground up. I spearheaded the development of Proof of Concept (POC) to implementation of Fraud Risk Segmentation for early loss mitigation in on-book card customers. Additionally, I developed a POC for a network model to identify first-party fraud at the acquisition stage.

Led the UK Collections Risk Strategy Analytics team, overseeing the development and monitoring of Collection strategies and providing deep insights into portfolio performance. Developed machine learning-based risk segmentation for mortgage portfolio. Revamped pre-delinquency strategies for early intervention with customers. Streamlined processes through the implementation of a Management Information (MI) rationalization framework.

Successfully expanded the team enhancing the breadth and depth of the analytical landscape in both contact center and Backend operations process. Spearheaded the Operations Analytics Competency Development Program for 2 years, fostering skill development and expertise.

Led multiple analytical projects on global site strategy, capacity optimization, forecasting process revamp, process score modeling, and digital channel enhancement solutions.

Estimate future demand and plan capacity to ensure optimal resource allocation. Collaborate with various departments to forecast operational needs and align resources accordingly.

Estimating demand and planning capacity in contact centers. Automating agent scheduling and assessing the impact of events.