Ambition:
When the COVID-19 pandemic hit, one of India’s top-five banks faced an urgent crisis that jeopardized a critical project. Our 225 Full-Time Equivalent (FTE) staff, deployed under a staffing model for a project generating over ₹8.0 Cr Annual Recurring Revenue (ARR), were unable to work on-site due to lockdowns. This disruption brought vital operations to a halt, risking significant financial losses and potentially shutting down the high-value project. The bank urgently needed a solution to resume critical functions, protect data security, and ensure business continuity.
Action:
In response, I led a comprehensive and customer-centric effort to address this challenge:
Understanding Priorities and Loss Implications:
I swiftly engaged with senior bank officials to grasp their operational priorities and the financial losses from the disruption. Recognizing the critical nature of the situation, I conducted a detailed assessment to lay the groundwork for a targeted action plan.
Segmenting Work:
With a thorough understanding of the bank’s requirements, I categorized tasks into essential and non-essential operations. This approach allowed us to prioritize and focus on resuming mission-critical functions, stabilizing the bank’s core operations.
Identifying Remote Capabilities:
I quickly reached out to all available agents to determine their capacity to work remotely, ensuring they had the necessary tools—cellphones, laptops, and internet access. This rapid mobilization allowed us to effectively leverage our existing resources.
Proposing a Cloud-Based Solution:
Realizing the need for a secure yet accessible solution, I proposed a temporary shift to a cloud-based system with data centers in India. I highlighted the benefits and security protocols to the bank officials, reassuring them of the seamless transition for remote operations.
Ensuring Data Security:
To address data privacy concerns, I established strict protocols to mask 100% of Personally Identifiable Information (PII). This measure provided the bank with confidence in the security of the remote work setup while maintaining data integrity.
Engaging with the Bank’s Board:
I presented the cloud-based solution to the bank’s board, addressing their queries with clear, confident communication. My proactive approach and thorough explanations secured their approval swiftly, allowing us to move forward without delay.
Implementing Remote Solutions:
With approval in hand, we transitioned to the cloud-based system within 48 hours. This quick implementation enabled our remote agents to resume essential operations, covering over 85% of activities during the lockdown. Our agility and resilience averted a potential shutdown and maintained critical project functions.
Ambition Realized:
Our swift actions preserved the high-value project, delivering business continuity worth ₹87.93 crores during the lockdown. By ensuring smooth operation and maintaining the bank’s confidence, we not only safeguarded the >₹8.0 Cr ARR project from being shut down. The bank expressed profound appreciation for our effective response and subsequently expanded our headcount from 225 to 335 agents increasing our ARR to >₹12.0 Cr