Swati Shirke

Head Cards Technology Issuing and Merchant Acquiring

RBL Bank

Vice President

RBL Bank

Key Responsibilities & Achievements: Spearhead end-to-end delivery of BAU and regulatory initiatives across the Credit Card portfolio with precision and agility. Ensure timely execution of RBI mandates and compliance changes with zero audit deviations. Lead cross-functional coordination across Product, Risk, Compliance, Technology, and Operations for seamless change delivery. Successfully delivered multiple high-impact regulatory implementations. Manage small to mid-size projects with a strong focus on quality, timelines, and business impact. Reduced go-to-market timelines by streamlining delivery models and enhancing governance. Proactively mitigate service disruptions through structured incident management and root-cause analysis. Champion a “first-time-right” culture with strong ownership, accountability, and customer-centric focus. Established robust delivery governance with performance tracking, dashboards, and leadership reporting. Act as the single point of contact for delivery assurance, stakeholder alignment, and escalation resolution.

Senior Team Manager

Axis Bank

Key Responsibilities & Achievements: Led fraud investigations in the Electronic Digital Fraud Department, designing automation frameworks to detect suspicious activities. Collaborated with internal and external regulatory bodies for timely resolution of escalated fraud cases. Documented process improvements and revamped checklists in alignment with RBI guidelines. Partnered with business teams to tighten process controls and prevent fraud while safeguarding brand reputation. Managed audit compliance and rectification of irregularities in Currency Chest operations. Drove automation and digitalization projects to eliminate manual errors in Currency Chest processes. Set up the Branch Banking Helpdesk within a 3-month deadline for pilot launch, ensuring service levels >95% and abandoned calls <1%. Created exhaustive FAQs for 7 core banking processes to support helpdesk operations. Trained and mentored helpdesk agents on product and process knowledge for effective customer support.

Strategy Manager

Aditya Birla Payments Bank Ltd

Strategic Contributions & Key Responsibilities: Core member of the Payments Bank launch team, driving strategy for branch setup and customer touchpoint rollout across key geographies. Designed and implemented the Distributor Sales Management module for onboarding and lifecycle management of Distributors, Retailers, and Merchants. Led process formulation for third-party product integrations, ensuring seamless customer onboarding, operations, and service delivery. Played a pivotal role in operations strategy planning in alignment with RBI guidelines for Payments Banks and Scheduled Commercial Banks. Architected end-to-end processes for Branch Operations, Back-End Operations, and Customer Service Training across multiple touchpoints. Enabled scalable operational frameworks to support rapid expansion and regulatory compliance from day one.

Process Manager

ICICI Bank

Strategic Contributions & Key Responsibilities: Led transformation of self-service banking across branches, managing deployment and performance of Insta Banking Kiosks, Apps, Cash Acceptors, Cheque Deposit Machines, and Video Banking. Project Lead for 10x Core Banking Migration, ensuring 100% coverage of modules, process changes, and regression testing for seamless implementation. Reduced operational errors and frauds by customizing system screens and workflows aligned with risk controls. Authored detailed process documentation and manuals to support system migration and operational readiness. Process Manager – Branch Banking: Owned end-to-end documentation of branch processes post PAC clearance, ensuring compliance with RBI and internal risk guidelines. Reviewed and restructured critical branch processes to align with fraud prevention and operational risk frameworks. Played a key role in Bank of Rajasthan (eBoR) migration, documenting and circularizing new service processes for smooth transition. As Branch Manager & Operations Manager, led full-service branch operations, delivering superior customer service and relationship management, especially with HNI clients. Team Leader – Credit Cards Phone Banking Unit: Managed voice and application teams, ensuring accurate query resolution and compliance in customer communications. Acted as SPOC for outsourced service teams, overseeing recruitment, billing, and cost optimization initiatives.

Team Lead

Standard Chartered Bank Ltd

Strategic Contributions & Key Responsibilities: Managed Credit Card application operations, ensuring high service levels and turnaround times through coordination with the Accounts Fulfillment Unit (AFU) in Bangalore. Delivered exceptional customer satisfaction by streamlining query resolution processes and reducing response times. Handled Priority Banking and Corporate & Institutional Banking applications, ensuring fast-track resolution and customer delight. Provided regular feedback to AFU and Sales teams to improve approval rates and enhance service quality. Collaborated with the Fraud Control Unit to identify and escalate potential fraud cases, ensuring customer due diligence and risk mitigation. Contributed to policy refinement based on market practices and customer insights, supporting continuous process improvement.