Royden Jayapaul

Results-focused Senior Banking and Financial Services Professional with more than 20 years of progressive leadership experience covering retail banking operations, foreign exchange treasury, AML/KYC compliance, trade finance, and customer relationship management across the GCC region. A decisive people leader with a proven ability to build, coach, and retain high-performing banking teams while delivering operational excellence, outstanding customer experience, and strong regulatory governance. Skilled at aligning business strategy with Central Bank regulatory frameworks to achieve measurable net interest income (NII) and non-interest revenue (NIR) outcomes.

Seeking a senior leadership role with Indian banks or financial institutions to drive portfolio growth, compliance excellence, and digital transformation.

Branch Manager – Foreign Exchange Operations - ALJADEED EXCHANGE LLC - Oman

(2012-01 - 2026-01)

• Managed end-to-end branch banking operations with a team of 6–8 staff, overseeing daily teller transactions, foreign currency dealing, cash vault management, and regulatory reporting to ensure smooth service delivery and liquidity management.
• Applied strict Anti-Money Laundering (AML) and Know-Your-Customer (KYC) procedures in line with Central Bank of Oman (CBO) regulatory directives, achieving zero compliance violations and clean audit outcomes throughout a 14-year tenure.
• Drove steady revenue growth through planned cross-selling of foreign exchange, remittance, and related financial products, increasing fee income and non-interest revenue (NIR) streams.
• Led the opening of a new de-novo branch in Sadda, Salalah (2014), managing full site setup, regulatory approvals, staff hiring, and operational go-live, reaching break-even ahead of target.
• Awarded Best Contributing Branch Manager (2023) across the branch network for delivering the highest total revenue, net cash collections, and year-on-year business growth.
• Handled daily forex rate monitoring, currency risk assessment, and nostro/vostro account reconciliation ensuring financial accuracy and treasury reporting standards.
• Tracked branch KPIs including transaction volumes, turnaround times, customer satisfaction scores, and cost-to-income ratios; implemented focused corrective action plans to close performance gaps.
• Built and maintained strong relationships with corporate clients and high-net-worth individuals (HNIs), resulting in increased wallet share, repeat business, and qualified referrals.
• Collaborated with compliance, operations, and technology teams to streamline workflows, reduce processing errors, and raise the overall branch service quality index (SQI).
• Coached and guided branch staff through structured individual development plans (IDPs), improving cross-sell ratios and employee engagement scores.

Team Coach – Healthcare Accounts Receivable and Revenue Cycle Management - MEDUSIND SOLUTIONS (HEALTH CORE BPO) - Mumbai, India

(2005-01 - 2011-12)

• Managed a team of 15 AR specialists handling end-to-end provider billing, insurance claims processing, and accounts receivable (AR) follow-up for US-based healthcare clients, consistently reducing debtor days outstanding (DDO) and improving cash collection rates.
• Planned workload distribution, sprint targets, and project timelines to meet and exceed client-defined collection benchmarks and SLA obligations.
• Oversaw insurance provider billing operations, ensuring accurate charge capture, correct coding, and timely resolution of claim denials to maximise net collections.
• Maintained detailed project MIS reports and delivered regular performance dashboards to senior leadership, supporting data-driven decision-making.
• Led the billing and AR team to consistently meet and exceed quarterly net collection targets, demonstrating strong coaching, workload planning, and performance management skills.

Senior Client Servicing Executive – Credit Card Operations and Fraud Prevention - INTELENET GLOBAL SERVICES LTD. - Mumbai, India

(2003-01 - 2004-12)

• Managed client servicing for a US-based credit card portfolio, focusing on account verification, transaction authentication, and dispute resolution in line with card network guidelines.
• Implemented rigorous fraud detection and prevention measures, protecting cardholder transactions and greatly reducing fraudulent activity incidence rates.
• Handled escalated customer issues professionally, maintaining high CSAT scores and reinforcing client confidence in service quality.

Client Servicing Executive – Telecommunications and Customer Relations - PAGE POINT SERVICES PRIVATE LTD. - Mumbai, India

(2002-01 - 2003-12)

• Delivered high-quality customer service for Airtel, handling queries related to handset usage, billing, and value-added services while maintaining strong first-call resolution rates.
• Used effective CRM and consultative selling strategies to improve customer retention, meet revenue targets, and earn a Certificate of Appreciation from the client.

MBA - Human Resource Management and Leadership - NIBM Global (Kingster Education Pvt. Ltd.) (2022-05)

MBA - International Trade Management - NIBM Global (Kingster Education Pvt. Ltd.) (2023-06)

Master of Commerce - M.Com – Part I and II - University of Mumbai (2008-02)

Bachelor of Commerce - T.Y.B.Com - Vivek College of Commerce, Mumbai University (2002-12)

Higher Secondary - 12th Grade (C.B.S.E) - Indian School Muscat (1999)

Secondary Education - 10th Grade (C.B.S.E) - Indian School Muladha (1997)