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