HNI Digital Onboarding Transformation
Year
2025
Role in Project
Business Transformation Lead & Domain Consultant
Clients
Digital Banking · IndusInd Bank
About The Project
HNI clients faced 5–7 day onboarding TAT due to fragmented KYC, CRM and
operations handoffs across siloed teams - creating
service friction, compliance risk and low NPS.
- Governed cross-functional UAT
- Authored acceptance criteria
- Designed compliance monitoring dashboard
- Delivered adoption programme for 40+ Relationship Managers.
Role & Results
Business Transformation Lead & Domain Consultant - mapped as-is customer
journey end-to-end, identified 9 friction points, authored PRD/FRD for unified
digital onboarding module. Facilitated stakeholder workshops across IT,
Operations and Compliance.
+22%
CSAT
100%
RM Digital Adoption
0%
Compliance Escalations in 6 months