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Neeru User

@neeruuser

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AI transformation leader at NatWest who leads the AI Future Ready Programme across UK and India Mortgage Operations.

India

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At NatWest, I lead the AI Future Ready Programme across UK and India Mortgage Operations, setting AI governance, adoption frameworks and learning pathways. I’ve also built an AI-enabled governance ecosystem with real-time reporting and workflow automation.

At Barclays, I led India operations for Syndicated Lending and delivered the migration of 35,000+ co-investment lending deals from ACBS to LIQ. At Bank of America, I applied Lean Six Sigma to improve Straight Through Processing by 29% across 79,000 monthly transactions and reduce servicing turnaround time by 90%.

Experience

Work history, roles, and key accomplishments

Current

Vice President – Functional Training, AI Adoption & Operational Transformation

Current

NatWest Group

Sep 2024 - Present (2 years 2 months)

Leading AI adoption, operational transformation and analytics-driven capability development across UK Mortgage Operations supporting 400+ colleagues. Led the enterprise-wide AI Future Ready Programme, establishing AI governance, adoption frameworks, and learning pathways.

AI Governance Generative AI Microsoft Copilot Power BI Power Automate SharePoint Microsoft Lists Microsoft Forms KPI Dashboards Operational Analytics Change Management Stakeholder Management Workflow Automation

Vice President – Change Governance, Operational Analytics & India Site Lead

Barclays

Dec 2022 - Sep 2024 (1 year 9 months)

Led India operations for Syndicated Lending while driving operational analytics, transformation, governance and continuous improvement initiatives. Delivered migration of 35,000+ co-investment lending deals from ACBS to LIQ while maintaining operational stability.

Operational Analytics Change Governance (A B C)KPI Dashboards Executive Reporting Process Optimization Risk Management ACBS LIQ Stakeholder Management Portfolio Reporting

Manager – Operational Excellence, Commercial Lending

Bank of America

Nov 2020 - Dec 2022 (2 years 1 month)

Served as Lean Six Sigma Black Belt supporting EMEA and US Lending Operations. Delivered operational excellence initiatives generating annual benefits exceeding US$2 million and improved Straight Through Processing by 29% across 79,000 monthly transactions.

Lean Six Sigma Minitab JMP Process Optimization ARI Analytics Control Monitoring Executive Reporting Workforce Productivity

Assistant Project Manager & Risk Lead

Bank of America

Oct 2018 - Oct 2020 (2 years)

Led migration of the Global SWIFT Transactions Analytics business across Asia, EMEA and Americas. Developed executive dashboards covering revenue, ROI, capital utilisation and risk indicators, and established the LIQ Centre of Excellence framework.

Project Management Risk Management LIQ Executive Dashboards Operational Readiness Business Continuity Process Control

Assistant Manager – Training, US Mortgage Operations

Quatrro

Mar 2017 - Aug 2018 (1 year 5 months)

Led onboarding, compliance and capability development programmes supporting mortgage servicing operations. Redesigned audit and quality-control frameworks improving compliance and operational effectiveness.

Training Onboarding Compliance Quality Control SLA Management Operational Performance Monitoring

Team Developer – Credit Card & Consumer Loan Operations

Bank of America

Jan 2009 - Jun 2015 (6 years 5 months)

Progressed through Quality, Training, Workforce Management and Knowledge Transfer leadership roles. Led end-to-end knowledge transfer programmes across India, UK and Philippines, training and certifying approximately 300 analysts.