1. Dheeraj “DJ” Ahluwalia – Digital and Multichannel expertise & achievements
 Built digital teams and launched Digital across 4 banks across 3 continents: US, Asia and ME region working with
Bank of America, Standard Chartered, First Gulf Bank and National Bank of Oman. Over 15 years of intensive Digital
experience in Financial Services for Consumer, SME and Corporate Banking.
 Launched Digital Customer Acquisition and onboarding platform for major consumer bank across segments and
lending products (Cards, PL, Mortgages, deposits), Built incremental revenue stream from scratch to 14% of total
sourcing (3500 cards per month from Digital Channel). Re-engineered back office for straight through processing.
24% lower cost of acquisition, 38% lower cost of back office operations and support. Real real time “Approval in
Principle” engine with single integrated view of the entire onboarding system.
 Intensive payments product development experience across Debit, Credit, prepaid and Virtual cards with various
technologies (ex: Contactless), loyalty platforms & E2E payment eco systems.
 Designed and launched innovative customer centric value propositions using digital technology as a key differentiator
( combination of channel partnerships and new Apps).Delivered through innovative microsites (across Consumer and
Corporate Segments, SME, wealth, cards, deposits, Banca) to drive Acquisition/Lead gen, Cross Sell and customer
servicing platforms redefining customer experience across the Consumer and Corporate banking segments.
 Built robust SEM (Search Engine Marketing) capability to enhance customer acquisition, leads and “Brand Salience”
with tracking aligned to the marketing calendar for key segment and product initiatives. Optimized SEM, negotiating
performance based payout structures with media agencies.
 Developed and implemented full digital bank capability powered with a comprehensive analytics (as part of network
optimization). This consisted of exclusive products and propositions (solely available through digital), servicing and
sales capabilities, delivered E2E through digital (including virtual relationship managers for Emerging Affluent, Priority
Banking and SME customers for portfolio management, Cross Sell, Retention and Onboarding).
 Led Branch Optimization. Refurbished key branches to “branch of the future” using technology to deliver lifestyle
based value propositions such as video conferencing with RM’s, touch screen sales and service offerings in a retail
setting.
 Re-engineered turnaround times and quality of back office support for all core service requests and complaints.
Powerful customer experience for digital banking customers delivered through quantified service guarantees in
addition to differentiated pricing, features and functionalities exclusively available through digital banking.
 Delivered E2E digital leads and sales management platform with a comprehensive framework of customer leads and
triggers for RM managed clients to optimize contact strategy, Portfolio management and Acquisition. Increased RM
productivity by 30%. Analytics leads/triggers, campaigns generated over 65% of CB revenue.
 Launched a new Mobile banking platform twice (Monitise in Standard Chartered) to embed best in class mobile
banking capabilities. Launched mobile wallet and P2P mobile payments. Mobile banking customers grew 350% in 18
months. Grew Online Banking active customer base by 50%, E-statement penetration by 50%, Mobile banking alert
base by 500%.
 Launched video banking capabilities including ATM video banking integration and virtual personal banker.
 Launched a new bank-wide portal, optimizing SEO (Search Engine Optimization) and lead generation from organic
efforts for consumer and corporate bank. Launched Google “Always on” and innovative online sourcing with affiliates,
aggregators and partners.
 Expanded payment gateway aggregator network, online web merchant coverage grew 70% to 95% on net banking
payment option, Account Based Payment Gateway Monthly turnover grew 300% in 18 months.
 Launched a new global remittance platform with partner tie ups for Non Resident banking increasing remittance fee
income by over 50%.
 Developed Social Media strategy across 3 banks. E.g. SCB; launched the largest award winning social media site
(India Food Explorer) with over 600,000 fans in first 12 month and monetized Social media through innovative
partnerships and a powerful sales engine for bank’s products.
 Developed a holistic ATM deployment strategy with market feature comparison. ATM strategy included key
installations for large corporates for payroll banking. Launched Express Banking ATM’s with X-sell capability and new
servicing capabilities optimizing footprint coverage. ATM transactions grew by 15% and generated incremental
revenue of 8% for lending volumes.
 Installed Decile based analytics driven customer servicing protocol for inbound calls to call center and for our
retention teams. Top 4 deciles received a streamline IVR tree with quick access to live agent and retention teams
had gating models to maximize retention for top 4 deciles. Increased retention by 15% and Cross Sell income by
32% for Consumer Bank P/L. Set up a Virtual Relationship management unit for emerging affluent segment.