Dhiraj K Singh
Calgary,Canada
Summary
Strategic financial services leader with expertise in global custody operations and asset servicing across North America, EMEA, and APAC. Skilled in optimizing operational frameworks in capital markets, leading transformation programs, and managing complex institutional client relationships. Proven results in driving business transitions, enhancing efficiency, and ensuring compliance in highly regulated environments. Resourceful AVP recognized for delivering cost reductions and operational improvements.
Overview
27
27
years of professional experience
Work History
AVP, Institutional Pension Client Service Delivery
CIBC Mellon
08.2022 - Current
- Led end-to-end service delivery for a portfolio of large, complex pension fund and institutional custody clients, achieving high-quality operational execution and client satisfaction.
- Acted as primary escalation point for complex client issues, ensuring timely resolution and strong relationship management.
- Managed client governance routines, conducting service reviews, performance updates, and issue tracking with institutional stakeholders to enhance client engagement.
- Maintained strong alignment with client SLAs, regulatory obligations, and fiduciary servicing standards.
- Ensured adherence to operational risk frameworks, internal controls, and regulatory requirements to maintain compliance and mitigate risks.
- Monitor service risks and ensure appropriate mitigation strategies are implemented.
- Uphold fiduciary standards in managing pension plan assets and related servicing activities.
- Led client onboarding, transitions, and service change initiatives, facilitating seamless integration and continuity of client services.
- Manage implementation of new services, account restructures, and operational changes.
- Ensure successful migration of data, processes, and service workflows with minimal disruption.
- Key Achievement: Sustained high client satisfaction levels through proactive issue management and consistent service delivery improvements across complex pension portfolios.
Director/SVP Operations
Bank of New York
04.2006 - 06.2022
- Transitioned various functions from multi-location (North America, APAC, EMEA) involving over 1000 employees. Helped the executive and leadership team in creating, implementing vision and strategies in business units and impacting budgets which were USD 60 million cost-benefit.
- Led services for delivering of multiple business unit operations and destination capabilities for the reporting horizontals that served as center of excellence across the organization.
- Build-Operate-Transfer: building and scaling large-scale successful operations, also delivered an effective Performance Management Strategy for continuous improvement and growth discussions with the Stakeholders for revenue growth and service deliveries with green KPI across all business verticals.
- Functionalized and realigned joint venture (CIBC Mellon functions) of over 200 employees, facilitating rapid hiring and transitioning for improved governance and risk management.
- Designed and implemented strategies reducing workforce expenses by 20% through lowered unit costs, reflected in annual audit and resulting in streamlined operational structure.
- Developed and put into effect the first in-house Client Service Team with strategic directions to operate out of India, an operating model which later got adopted across other verticals.
- Implemented RPA - Robotics Automation in a manually intensive process to realize 20 FTE saves.
- Spearheaded strategic people workgroup for 1800 employees, achieving engagement score of 43% benchmark for 2022.
- Introduced 'Gamification' to improve accuracy from 97% to 99%, in the business via the Zero-Defect program.
- Drove diversity and inclusion initiatives within the team, exceeding the goal of 30%.
- Co-devised the Return-to-Work framework for the India operations, resulting in effective budgetary controls freeing up infrastructure costs ~20% and profitability curve.
- Established and curated strategic projects for controlling operational risk and reducing operational loss by up to 60%. Awarded SDL Dream Team, Annual Risk Award, 2011.
- Enhanced processes re-engineering - conceptualized and designed the workflow for the Performance Measurement operations; it brought straight through the process by reducing manual touchpoints to the extent of 10%.
- Developed documentation review and implemented a Competency Model that ensured better competitiveness and readiness of resources prior to going live in production.
- Managing the Operations for the Global Institutional Accounting and Post Trading Compliance Monitoring work for Global Asset Owners.
Asst. Manager Credit Underwriting
General Electric (GE CAPITAL)
02.2001 - 05.2006
- Led the risk underwriting and fraud operations of the leasing business for GE.
- Oversaw Credit Analysts at GECIS in the Commercial Business, specializing in the leasing market. Underwrote small and mid-sized deals reaching $250K in the US.
- Responsible for the Portfolio Quality for the business. Monitor the Portfolio regularly and work in sync with the Risk team on reengineering the process.
- Redesigned scoring model to streamline underwriting processes in the US and India, improving assessment accuracy.
- Executed end-to-end transition of two major credit businesses across multiple locations, ensuring seamless integration.
- Key member to transition the Leasing Credit underwriting business to India.
- Conducted risk assessments for all processes to address compliance and legal issues.
- Reviewing of Financials, Tax returns, Prospectus, SEC filings and Credit Bureau reports, performing financial analysis, analyzing companies' fundamentals, financial data & prospects.
- Develop/ Manage effective Business Continuity & Disaster Recovery Plans.
Branch Manager
BAJAJ CAPITAL LTD
01.1999 - 01.2001
- Managed services for high net worth clientele to enhance customer satisfaction.
- Managed services for high net worth clientele to improve customer satisfaction and retention.
- Scheduled staff and conducted monthly sales reviews to optimize performance.
- Scheduled staff and conducted monthly sales reviews to drive team performance and meet sales targets.
- Developed agency network strategies to increase market penetration.
- Oversaw marketing funds mobilization through targeted advertising and promotional activities.
- Served as a Category I merchant banker, providing financial services to clients.
Education
PMP - Project Management
PMI
Skills
- Institutional client servicing
- Client service optimization
- Trade lifecycle management
- Service delivery KPIs
- Client relationship management
- Asset servicing
- Operational governance
- Process optimization
- Fund accounting oversight
- Budgeting and financial controls
- C-suite stakeholder management
- Staffing leadership
Websites
Community Service
- Lead CSR Programs for the enterprise, working with the various Charity partners to increase the outreach of the program.
- Led several CSR initiatives for the vertical, site like Blood Donation, Tree Plantation, building learning materials for underprivileged kids and building audio and video contents for various NGO schools.
- Led the Joy of Giving Week initiative and raised INR 1,50,000 as part of the Fund raiser for our charity partner SOFOSH.
Education
- Post Graduate Diploma In Business Administration (Symbiosis)
- Strategy and Leadership in VUCA World at IIM, Bangalore
- Management Development Program at IIM, Ahmedabad
- Lateral Thinking
- Coaching, Performance & Feedback, Hiring Skills
Timeline
AVP, Institutional Pension Client Service Delivery
CIBC Mellon
08.2022 - Current
Director/SVP Operations
Bank of New York
04.2006 - 06.2022
Asst. Manager Credit Underwriting
General Electric (GE CAPITAL)
02.2001 - 05.2006
Branch Manager
BAJAJ CAPITAL LTD
01.1999 - 01.2001
PMP - Project Management
PMI