Karan Kapur

Karan Kapur Email : [email protected]

P.O.Box 5389 Kuwait City, Kuwait

Mobile : +965 6338281 Office : +965 2988499

Career Objective Leadership position at a world-class financial institution.

Work Experience 20 + years of global retail banking experience across strategy, marketing, technology, operations, CRM, channel sales & business intelligence functions.

Burgan Bank, Kuwait City, Kuwait [Sept 2006 to date ] Asst. General Manager – Banking Group • Manage all direct banking channels within a highly regulated marketplace • Head the Cards business for the bank - Product / Sales / Marketing / Service • Build and manage the global securities trading business which includes global equity , CFD, Forex & Commodities trading. • Implement segmentation & customer relationship management initiatives including CRM software selection and rollout

Mashreq Bank, Dubai, United Arab Emirates [July 2003 to August 2006 ] Vice President & Head – Business Intelligence & Alternate Channels • Generate marketing analytics and campaigns across retail banking liability / asset products, services and delivery channels. • Accountable for generating annual revenue of US $10 Million + per annum from Cross Sell, Up Sell and Deep Sell programs • Conceive , manage and measure marketing campaigns leveraging prospect, customer and transaction databases • Manage 24/7 Alternate Channels -Voice, IVR, ATM, Internet banking, Mobile banking , e-business and website delivery. Includes 95 agent inbound, 40 agent Telesales / Retention, and 12 agent Cards Merchant support unit. Including business analytics, managing a total headcount of 195 staff • Business owner for enterprise wide operational and analytical CRM initiative. • Control US$ 4.6 M annual operating budget. • Manage external consultants to develop strategy for revenue enhancements through customer segmentation [July 2001 to June 2003] AVP - Head – Customer Contact , E-Business & Telesales • Strategize, develop and implement multichannel customer contact, sales and service initiatives. Manage annual operational budget of $ 2.5 Million + • Call Center - 300,000 customer / prospect interactions per month, though an 80 agent inbound 24/7 contact center, 20 agent outbound Telesales unit, and 4 person EBusiness Team.

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Manage & aggressively market internet banking, mobile banking and e-marketing channels

[March -June 2001] Assistant Vice President – Online Banking • Marketing & Product Manager for Internet Banking. • User base of 20,000 customers acquired within first year, over 20% of eligible customers • [Jan1997-April 2001] Assistant Vice President – Banking Systems / Operations • Banking and Financial Systems - Business Solutions Specialist Independently manage complex projects to select, design, parameterise, test and implement new generation banking systems, both regionally and internationally. systems include Globus, CSI Banktrade, and Mosaic.

ANZ Grindlays Bank, India / Australia / United Kingdom [1986-1997]

Manager - Commercial Banking System Project ( Australia / India ) • Designed and implemented global banking system from world headquarters in Melbourne Manager - New Retail Banking Business Units ( India ) • Successfully managed new branches, deployed internal control systems, established business strategies and exceeded business targets. Branch Manager - Retail Banking ( India) • Headed consumer banking branch with staff of 70, including 13 direct reports • Achieved 45% annual deposits growth and 30% annual retail asset growth Computer Auditor / Financial Auditor ( Europe / India ) • Conducted financial and computer audits of ANZ Bank locations worldwide • Developed comprehensive audit programs and CAATS.Performed branch audits and technical reviews over 5 years in Europe ( Paris / London / Jersey ) , Middle East , Africa and Australia Management Trainee ( India ) • Comprehensive training in Banking Operations. Identified as a “group resource” and moved to Australia within 6 months of joining.

Education

University of Massachusetts, Amherst, Massachusetts,USA [1983-1985]

Master of Business Administration

GPA = 3.3/4.0

http://www.umass.edu

• Major in Information Systems & Marketing

Sydenham College, University of Bombay, India [1980-1983]

Bachelor of Commerce • Major in Accounting, Financial Management

Professional Qualifications CISA - Certified Information Systems Auditor ( Sept. 1998 ) Certified by ISACA (Information Systems Audit & Control Association), U.S.A.

Interests Travel, Squash, Tennis, Golf , Mountain Biking , Watersports and Music

Other

Date of Birth = 25th Jan 1963 Married with 2 children

Courses & Seminars

“ VISA International EMEA Conference“ Istanbul, Turkey • Visa EMEA member conference focused on “The power of partnership”

May ‘07

“ Saxo WLP Conference“ Nov ‘06 Copenhagen, Denmark • Participant in Saxo Bank white label partner conference: Focus on growth strategies for the online trading business

“ VISA International EMEA Conference“ ( Speaker ) May ‘06 Athens, Greece • Keynote speaker : Represented Mashreqbank and presented on “Exploiting the Consumer Opportunity” , a case study on how segmentation , uses the rich data stream from cards transactions is used in growing the customer relationship

“ SAS Forum International “ May ‘06 Geneva, Switzerland • Business Intelligence and Data Mining , industry leading platform event focused around the SAS Institutes products , and user implementations of the same.

“ EFMA – Self Service Banking “ ( Speaker ) Nov ‘05 Paris, France • Speaker : At the invitation of the European Financial Management Association, presented paper on “ Innovative Self Service Initiatives” The presentation was participant rated as one of the 3 best presentations of the event.

“ Teradata – Partners Conference “ Sept ‘05 Orlando, Florida , USA • Cutting edge data mining and analytics conference around the industry leading Teradata Data Warehousing platform.

“ World Outsourcing Forum “ ( Speaker ) Dubai, UAE • Presented paper on “ Why outsourcing can make sense for your business “.

Sept ‘05

"BAI – Retail Delivery ‘04 " Las Vegas, USA • Insights and perspectives from top minds in business, banking and technology. Conference & Expo on new and emerging trends in consumer banking.

Nov ‘04

“ EFMA – Customer CRM and Loyalty “ Prague, Czech Republic – November 10th to 12th • Euro perspective on customer loyalty and relationship management programs.

Nov ‘03

“ Customer Contact World “ ( Speaker ) Oct’03 Dubai, UAE – October 10th to 12th • Speaker and panellist at the first Terrapinn CRM and customer contact world conference in the Middle East. Presented a case study on “Building customer contact delight with e-business “

"ICCM – International Call Center Management " Jul ‘02 Chicago, USA – July29th to Aug 1st  Contact Center and CRM conference and expo focused on customer centric and call intensive sales and service solutions leveraging industry leading technology and management practices.

"BAI/Lafferty – Retail Finance –Asia Pacific " Apr ‘02 Singapore  Conference on new and emerging trends affecting the retail financial services industry. Keynote speakers from the US, Europe and Asia/Pac, covering Credit Cards, Lending, Wealth Management and Electronic Banking.

"Oracle – E-Business Seminars" Oracle Middle East, Dubai , UAE 

Demonstration of technologies and business solutions for e-business. Core review topics covered were ERP, CRM and Portals.

"CISCO Net Banking" CISCO Systems, Dubai , UAE 

Feb ‘01

Apr ‘00

Overview of architecture, components, and security systems related to internet banking and financial verticals.

"SIBOS 97" S.W.I.F.T. User Conference, Sydney, Australia 

Identified and selected SWIFT Alliance Access / Entry as the Global Messaging system ( Centralised Telex & SWIFT ) for MashreqBank’s international network after evaluating products offered from a variety of vendors.

"BAI - Transaction Banking Conference" Bank Administration Institute (BAI) Orlando, Florida , U.S.A. 

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Nov ‘96

Attended formal training workshop in project management that included usage of software tools for complex project planning and administration.

EDP Auditors Conference [EDPAC - '88] Gold Coast, Queensland, Australia 

Mar ‘97

Identified emerging technology through participation in a comprehensive check, electronic payments and image processing agenda. Exhibits by all major software and hardware vendors in related applications providing real demonstrations of new technology

"Project Management" Indian Institute of Management, Ahmedabad, India 

Oct ‘97

Apr ‘88

Represented Group Audit, ANZ Bank. Attended specific sessions on contingency planning and Computer Assisted Audit Techniques.