Mr. Viral Chhaya

Mr. Viral Chhaya, Vice President, Quality & Change Delivery, BA Continuum India Pvt. Ltd.

Viral Chhaya is a Senior Leader experienced across the entire spectrum of BFSI Business Process Management, including Change & Program Management, Operations / Service Delivery; Process / Operations Excellence, Consulting, New Business Set-Up, Acquisitions Integration, Account & Client Management, Transitions / Migrations & BCP-DRP.
He has studiously cultivated the perfect blend of extensive Operational & Client Management Experience with impeccable Change & Program Management credentials across Retail Finance / Consumer Banking, Commercial Finance / Corporate Banking & Mortgage / Home Loans.

He is a Versatile Resource with a Global Perspective, having lived & worked in the USA & India and having experience of working at businesses in Germany, the UK, France, Germany, Belgium, Netherlands & Japan, with Remote-Management experience with China, Romania, Hungary, Spain, Italy, Philippines, Costa Rica & Mexico. Extensively experienced in both the 3rd Party & Captive models, on both the Principal and Provider sides, he brings to the table knowledge of both the Global & Domestic markets.

Viral is currently the Quality & Change Delivery Leader for all Operations Processes & most Enterprise Functions for Bank of America’s captive BPO Center, while also leading Six Sigma Education for that setup. In this role, he leads a team of several Master Black Belts and Black Belts across 4 Delivery Centers covering 450+ processes and ~15000 FTEs.
He partners with Operational Leadership and On-Shore Lines of Business to ensure delivery of all Quality & Change related items, chief among them being Business Impact, Productivity, Practice Development, Continuous Improvement, Operational Risk Management, Customer Experience Enhancement and Global Standardization in addition to leading Strategically Imperative Global Initiatives for the Organization; while ensuring DNA-Enrichment through Talent Entrenchment in Operations & Pan-Organizational Education Programs. During his tenure, Viral has successfully nurtured the Q&CD function into a critical Strategic Partner and a valued Internal Consultant for the Business.

Prior to joining the Bank in 2009, Viral was GE / Genpact for 10+ years. His last roles at Genpact were to lead ~1200 FTEs in Businesses built on Transaction Pricing & Performance-based Variable Pricing Models across Multiple Global Centers & Business Lines, having overall responsibility for Revenue, Client Satisfaction, Service Delivery, Operational Excellence & People Metrics.

Previously, Viral was a founding member of Genpact’s Re-Engineering Practice in USA; delivering Business Impact through Process Consulting & Change Management to many of its Global Fortune 100 Customers. Earlier he has been the Global Six Sigma Quality Master Black Belt at its Danbury, CT; USA HQ for GE Commercial Finance; responsible for Lean Six Sigma in Risk Functions across the Globe, reporting to the Global Quality Leader and the Global Chief Risk Officer, delivering CXO Level Projects and mentoring Projects Globally

He has led Service Delivery for GE Money’s largest portfolio at Genpact, where he delivered Operational Excellence and fantastic VOC & Employee Sat. scores. He was also Genpact’s European Equipment Management Transition Lead, leading Process Transitions from 18 GE Capital Businesses across 7 Countries to Genpact’s Center in Hungary.

Viral is a GE & Genpact Certified Six Sigma Master Black Belt, a GE Certified Six Sigma Black Belt, and has a Filed Patent-Pending. He has previously worked in Marketing & Sales for Gillette and in Projects & Production for Voltas. Viral is a MBA from Institute of Management Technology (IMT), Ghaziabad & a Mechanical Engineer from the Maharaja Sayajirao University, Baroda. He is a polyglot, knowing 7 languages. He is happily married & has 2 daughters.

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