Kirankumar Ponaganti

A results-driven Banking Operations Leader with 19+ years of end-to-end ownership across Retail Liabilities, Current Accounts, Credit Cards, Transaction Disputes, and Video KYC at ICICI Bank — one of India's largest private-sector banks. Certified in Financial Crime Risk Management (FCRM) and Internal Audit, with a track record of sustaining 96%+ QA scores, modernising digital workflows, and leading cross-functional teams through high-pressure operational cycles. Recognised with the prestigious ICICI Bank Phone Banking Focus Topper Award (PBA) and multiple process-innovation commendations.

Now seeking a senior leadership mandate in Banking Operations, Compliance, Service Delivery, or Operational Excellence.

Senior Operations & Quality Management Lead — Phone Banking & Digital Channels at ICICI Bank Ltd. (2006-11 – Present)

• Orchestrated daily operations across Retail Liabilities, Current Accounts, Credit Cards, Transaction Disputes, and Video KYC — ensuring seamless multi-channel workflow execution and peak throughput at scale.
• Directed large cross-functional production squads, executing objective Performance Management Systems (PMS), routine appraisal metrics, and stack rankings that optimised individual and team output.
• Directed monthly and quarterly resource management pipelines — integrating volume forecasting and schedule mapping to consistently meet complex, multi-tier SLA commitments.
• Led teams through remote-work transitions, adapting communication protocols and motivation mechanics to protect target timelines and team cohesion during disruption.
• Served as a certified FCRM and Internal Audit Specialist — conducting preventative audits to identify structural compliance vulnerabilities and ensure full alignment with RBI guidelines.
• Designed and deployed standardised quality control loops that elevated overall team QA scores to a sustained 96%, making the unit a benchmark for the Phone Banking division.
• Actively managed KYC/AML compliance workflows including end-to-end Video KYC (V-KYC) operations, ensuring zero tolerance for regulatory breaches.
• Automated and re-engineered multiple digital workflows on the operations floor — reducing processing cycle times significantly while maintaining absolute adherence to internal banking policies.
• Identified and resolved systemic processing bottlenecks through structured root-cause analysis; earned multiple corporate commendations for process simplification blueprints that modernised banking desk operations.
• Compiled comprehensive weekly, monthly, and annual MIS reports — delivering actionable operational intelligence to executive leaders during quarterly regulatory reviews.
• Managed business-critical client escalation channels, resolving root infrastructure vulnerabilities to restore customer satisfaction and operational continuity at speed.

Bachelor of Commerce in Business Operations and Financial Accounting