Rajendar Singh

• Driving AI/ML strategy / Data Analytics and Intelligent Automations / Digital Transformation
• Client Experience analytics / Journey Mapping / Product and Technology integration
• CAO / Executive Reporting & Strategic Insights / Scale & Efficiency / Cost Optimization
• Global Transformations & Transition leadership / Global Technology PMO & VMO setup
• Global Vendor Management / Managing and setup of Global ODCs / Third Party Risk

Strategic Impact

1 -AI/ML - Implemented multiple strategic programs, real-time client sentiment alerts, Sentiment prediction driven by AI, Text Analytics for enhanced Insights, email & Voice analytics, Churn analytics & Journey analytics thru digital platforms

2 - People-First Leader Approach – A people-centric leader driven by the pillars of Connect, Career, and Community to foster engagement, accelerate growth, and build inclusive, high-performing teams

3 - GCC Transformation: CAO for large functions with 1000+ FTE. Directed global initiatives spanning Client Experience, AI/ML initiatives, transitions, and capability expansion across global regions, impacting enterprise-wide operations

4 - Decision Intelligence: Built and scaled enterprise analytics platforms and executive dashboards delivering actionable insights across 40+ functions across Global Banking

5 - Cost Optimization: ~ $15M+ Savings annually via New Programs, Process optimizations & Negotiations through global vendor management and ODC engagements

6 - Global Transitions: Large & Time critical transitions with zero impact to delivery ~ approx. 1000+ HC global impact, work movement across locations and from 3rd party to inhouse

7 - Supplier Consolidation: Enterprise-wide consolidation of Supplier pool from ~ 100 to ~30 approx. with no impact to firm’s deliverables and creating significant cost savings

8 - Global Delivery: Headed Global Vendor Management from India GCC, optimizing $100M+ spend, strengthening governance, and enabling scalable global delivery.

EXECUTIVE DIRECTOR at JPMorganChase (2023-07 – Present)

Leadership for 150+ member global teams across AI/ML, Client Experience, Product Experience, Analytics & Insights, DAT (Data, Analytics and Tools/Tech), and Research (Qualitative & Quantitative). Drive digital transformation of Client, Employee and Product experience programs. Drive transformation from 'Run the Business' to 'Change the Business' initiatives.

Lead representer from Global Banking for AI Exchange initiative at JPMC India level. Driving adoption and Governance of AI/ML use cases for JPMC India across all LOBs.

• Improved CSAT from ~70% to 90%+ and increased NPS by 15–20 pp through AI-driven insights, analytics and dedicated client specific programs
• Improved business models resulting in high employee experience
• Deployed Real-time alerts, Text analytics through NLP, Sentiment prediction projects thru emails, voice and Complaints management through AI run on emails
• Client journey analytics thru Digital platforms
• Built enterprise-level executive reporting channels across 40+ functions for Global Banking division
• Multiple intelligent automations resulting in Headcount, Infra efficiency, and cycle time impacts
• Led flagship initiatives: Business Leaders Outlook, Relationship Study, Portfolio company studies
• Drove employee programs to strengthen the partnership across Front Office and Middle Office teams with ultimate goal of increasing client satisfaction and reducing operational frictions

DIRECTOR at Fidelity Investments (2015-11 – 2023-06)

• PMO Setup & operations across multiple IT / Business Analytics & Research & Operations organizations
• Strategizing on Global Work-In Take Process
• Chief of Staff for critical global initiatives
• Global Transitions Lead for Large programs across geographies
• Leading multiple initiatives across Automation / Processes / Transformation / Demand Mgmt. Vs Capacity Utilization for Global regions
• Workforce Planning / Demand Mgmt. / Staffing / Cost Analysis / Strategy & Planning / Country Level Initiatives Program Manager / Global regions level Initiatives Program Manager
• Lead large programs under Strategy & Planning, in the area of Country level Seating / Space Ergonomics / Agile Enablement / Resource Onboarding platforms / Hackathons / Real Estate
• Working closely with the Country level CXO & Global Senior Leadership groups / multiple deep dives / presentations / Data Analytics & Reporting
• Leading large programs on Work/Role Transitions both within Country and at Global level
• Managing Global Services – GDC+ ODC VMO operations for India, US, UK, Poland & Canada
• Managing Vendor relationships for FP / T&M Contracts, Outsourcing, ODCs with vendor spend of $100M+
• CXO Vendor engagements for Industry Connect / Innovation / Hackathons / Co-Development initiatives
• Global CXO scorecard reporting across various metrics w.r.t Service Delivery, Revenue, Risk Metrics, Offshoring standards, CSAT, Compliance Metrics, Global Relationship/Account summary
• Managing Global teams for Vendor engagements & Collaboration across Procurement, Risk, Legal, Compliance, HR, Offshore Risk Controls
• Heading the Vendor Management Operations for India/US/Canada
• Strategic Sourcing relationship with 30+ Global Vendors with approx. 1000+ contingent resources

SENIOR MANAGER – PMO / VMO OPS at APTARA (An "iEnergizer Company") (2013-10 – 2015-10)

• Lead & Designed PMO /VMO Governance Framework for multiple sites
• Overall Portfolio Management of India Enterprise Management Business Operations
• Negotiating the Project Outsourcing deals with various Vendors across Globe and contracting them for various services
• Managing vendor relationships worth $20M+ per annum
• Managing 50+ Global vendors
• Analyze business performance, industry trends, and their impact on business operations for Enterprise business of $20 million in revenues
• KPI Tracking / Portfolio Health Analysis / Time Tracking / Demand vs. Supply Analysis
• Guiding Project teams on PMO Framework and keeps constant communication across stakeholders via Process and Procedure documentations
• Deliver PMO control / Compliance reports, resource/staffing utilization reports, project KPI reports to management
• Staffing Projections / Revenue Trend / Sales pipeline Analysis

DEPUTY MANAGER at Fiserv Inc. (2010-06 – 2013-10)

• Develop & Implement PMO processes & frameworks with other global leaders to define, prioritize, and develop projects & Transitions
• Tracking all the Projects within the PMO group in terms of Resource Utilization, Schedule adherence, Vendor involvement, and Cost variances
• Managing Corp IT Governance
• Annual Projects Analysis for all the projects across the Enterprise
• Reporting to Steering Committee & senior IT management (CIO, Sr. Directors, Regional Directors, and other stakeholders) of project status, issues and concerns
• Developing full scale project plans and associated communication documents in coordination with the Head of PMO
• Plan & Schedule Project Timelines, Milestones using appropriate tools

TEAM DEVELOPER at BANK OF AMERICA (BACS) (2004-03 – 2007-05)

ASSOCIATE at Hewlett Packard (2003-08 – 2004-03)

MBA – University Sains Malaysia (2009)

B.COM (HONS) – Aurora's Degree College (2003)