Résumé of
MAHESHKUMAR, MATHILAKATH
Head of Business Process Re-engineering & Business Excellence
Commercial Bank of Dubai
P O Box 2668
Dubai
United Arab Emirates.
Current Address in UAE
Residence:
Correspondence:
Email:
Block ‘A’, Flat 505, Al Kawakeb Building, DIFC area
Sheikh Zayed Rd, Dubai, UAE
Ph: +9714-3858622(Res); +97155-1042138(Mobile); +9714-2121873(Office-Dir)
Commercial Bank of Dubai, P O Box 2668, Dubai, UAE
mmk64@yahoo.com
Work Experience – in Brief: Over 27 years, of which ...
1
5 years 10 months with: Commercial Bank of Dubai, Dubai, UAE
Current Title: Head of Business Process Re-Engineering & Business Excellence
2
6 years 11 months with: Emirates NBD, Dubai, UAE
Last Title: Program Office Project Head (Operations & IT), Merger & Integration
Earlier, was also: Senior Divisional Head Quality Management
3
14 years 5 months with: HSBC, India
Last Title: Business Process Reengineering Officer, India Head Office, Mumbai
Earlier, was also: Conversion Officer, HUB (Core Replacement Project, 1993-94), India
Head Office, Mumbai
Page 1 of 3
Work Experience - Details of major responsibilities held (in reverse chronological sequence)
(1) Commercial Bank of Dubai, Dubai, UAE; Jan 2008 to date;
Current Title: Head of Business Process Re-engineering & Business Excellence
 I project manage customer-centric projects for the Bank (including vendor management), manage the Business
User Acceptance Testing for critical business projects, centrally measure, monitor and report all Customer
Service Quality related performance indicators to CEO/Senior Management, write Procedures and Policies
for various functional areas, conduct Business Process Improvement studies, set and maintain internal and
external Service Level Agreements, centrally monitor performance tracking of all functions in Operations, track
and report MIS on Customer Complaints and Turn Around Times, lead all initiatives in respect of Customer
Satisfaction Surveys for the Bank etc. I designed and implemented an internal monthly publication titled ‘Quality
Impact Meters’. I am also in charge of centrally managing Policies and Procedures for all functions in the
Bank.
 I wrote the submission documents and prepared the Bank for assessment for all the awards won by the Bank
since Jan 2008, i.e. Financial Times Banker Best Islamic Bank in UAE 2013, Dubai Quality Award – Gold 2007,
MRM Business Award 2008 & 2012, Sheikh Khalifa Excellence Award Gold 2010, Sharjah Economic Excellence
Award 2012, CSR Label 2011, 2012 & 2013 from Dubai Chamber etc.
 I also manage Corporate Social Responsibility for CBD, since 2008.
(2) Emirates NBD, Dubai, UAE; Jan 2001 to Dec 2007;
Last Title: Program Office Project Head (Operations & IT), Merger & Integration

Working from the Program Office of the merged entity, Emirates NBD, I was the Project Head for the
integration of IT and Operations of both Emirates Bank and NBD. The job involved analysing the activities of
both the banks, recommending the best model for the new entity, assisting the management of both banks to
arrive at a consensus, and finally project-manage the implementation of the agreed model.

I also managed Business Processes (Policies, Procedures, and Controls) and Change Management, Business
User Acceptance Testing (UAT) of all systems. I was in charge of conducting UAT of the new Core
System, the re-engineered Front-end system and all interfaces viz., ATMs, Online Banking, Credit Cards etc.
for the Bank’s operations in UAE. The job involved managing a team of over 25 testers, writing of test scripts,
conducting testing, coordinating resolution of issues and implementing the Core System.

I centrally measured, monitored and provided MIS to Senior Management on all Operational Processing
Errors, Customer Complaints, Turn-Around Times and all other Quality initiatives for all departments in the
Bank. I was also the arbitrator for all Service Level Agreements bank-wide. I managed the Staff Suggestion
Scheme for the Bank. I designed and implemented the Customer Feedback Survey for the Bank.
(3) HSBC, India; Sep 1986 to Jan 2001;
Last Title: Business Process Reengineering Officer, India Area Head Office, Mumbai

I was part of an all-India project team attached to India Head Office, involved in a Business Process
Reengineering exercise, redefining operational workflows in Front and Back Offices.

I was also the HUB Conversion Officer for India for the Core System replacement project (1993-94); the job
involved conducting testing of new systems and transactions on the core banking system.

Note: Prior to my last title, I also handled various other responsibilities during my tenure with HSBC, India.
Résumé of Maheshkumar M; Page 2 of 3
Educational Qualifications
Year
Qualification
2007
MBA (Masters in Business Administration)
1992
PGDCS (Post Graduate Diploma in Computer
Science)
1985
BSc (Bachelor of Science)
School/University/Institution/Grade obtained
Bradford University of Management, UK;
Distinction
Datamatics Institute of Management, Chennai,
India; Grade A
Presidency College, University of Madras,
Chennai, India; First Class
Certifications
Year
2009
Institution/Organization
Project Management Institute, USA
2007
Qualification
PMP (Project Management Professional)
SA8000 (Social Accountability 8000) Basic Auditor
Examination
CMQOE (Certified Manager of Quality &
Organizational Excellence)
Six Sigma Green Belt
2004
Certified Lead Auditor for ISO 9001:2000
Bureau Veritas Certification, Dubai, UAE
2008
2007
Social Accountability International, USA
American Society of Quality, USA
Motorola Inc., USA
Other information
Working with the Department of Economic Development, Government of Dubai on an honorary basis, I am a
Senior Assessor (Team Leader) of the Dubai Quality Award, based upon the European Foundation for
Quality Management. [Was ‘Leader of the Best Assessor Team’ and for ‘Best Feedback Report’ for 3 years].
Activities and Interests
Drawing/Painting(Oils), Web designing, Computer Graphics, Reading, Playing Carrom, Table-Tennis etc.
Salary Drawn: Approximately gross AED 50,000- per month, excluding Performance Bonus, Long Term
Incentive Bonus (paid once every two years), medical and annuity benefits.
Maheshkumar, M
12th February 2014
Bio-data of Maheshkumar M; Page 3 of 3