Sanika Sathe Sain

Led complex banking transformation initiatives across Product, Risk, Technology and Operations, acting as a central coordination point across stakeholders, dependencies, delivery risks and customer outcomes.

• Led end-to-end delivery of complex transformation and remediation initiatives in a regulated banking environment.
• Coordinated delivery across multiple business and technology domains, aligning scope, sequencing, risks, dependencies and delivery outcomes.
• Translated complex business, risk and operational requirements into structured delivery plans and decision-making artefacts.
• Embedded governance, reporting and delivery discipline to support predictable outcomes and senior stakeholder confidence.
• Managed risks, issues and dependencies across cross-functional teams, proactively addressing blockers and delivery constraints.
• Supported senior stakeholders with fact-based updates, delivery insights, recommendations and customer impact assessments.
• Led early-stage initiative shaping, including problem definition, delivery approach, success measures, governance and escalation pathways.
• Strengthened delivery assurance across high-risk initiatives by improving transparency, structure and execution discipline.

Key achievements

Data Cleanse & Repair Practice — Core Services Programme
Established and led a structured remediation approach to identify, prioritise and resolve data issues supporting migration readiness across 1M+ customer accounts. Achieved 98%+ success rates while reducing customer, operational and delivery risk.

Account Migration Paths & Go-Live Decision Framework
Led definition of migration paths across complex customer scenarios where legacy product structures did not map cleanly to the new platform. Facilitated alignment across Product, Risk and Delivery teams and introduced a customer-impact-based framework to support safe go-live decisions.

Legacy Service Exit — Sweep, Dynamic Sweep & PayStream
Led transition planning for legacy services impacting approximately 30K customers. Assessed usage patterns, customer impacts and vulnerable customer considerations to support safe and practical migration outcomes.

Digital Statement Migration & Minimum Digital Standards
Delivered large-scale digital adoption initiatives, converting approximately 80K customers to electronic statements following communications to approximately 180K customers. Supported “digital by default” onboarding while managing risk, fairness and customer impacts.

Delivered enterprise simplification initiatives focused on reducing operational complexity, improving customer fairness and strengthening governance across products, fees and legacy processes.

• Delivered customer-impacting simplification initiatives at scale across Product, Risk, Legal, Technology and frontline teams.
• Introduced structured artefacts, governance practices and reporting to improve delivery clarity and leadership decision-making.
• Managed sequencing and dependencies across multiple initiatives to support aligned execution.
• Balanced customer fairness, regulatory awareness, operational feasibility and commercial outcomes.
• Supported simplification initiatives contributing to cost reduction, improved customer experience and operational consistency.

Key achievements

Fee Simplification & Governance
Created Kiwibank's first Fee Register covering 136 fees, improving transparency, governance and product-level decision-making. Led simplification initiatives to improve customer fairness and operational clarity.

Account Migration Readiness — Multiple Products
Led readiness activities across products including Online Call, Business Online Call and First Saver, coordinating Product, Risk, Technology and Operations to reduce migration risk and support smooth transition.

Led frontline teams through change while maintaining service quality, customer focus and operational consistency.

• Led and coached frontline staff to deliver consistent customer outcomes during organisational change.
• Built strong understanding of customer needs, operational pain points and service implications.
• Translated frontline insights into practical service and process improvements.
• Supported adoption of new processes while maintaining customer experience and team performance.
• Partnered with leaders across channels to improve consistency and execution.

Progressed into leadership roles through strong judgement, operational delivery and people leadership during large-scale government transformation.

• Led teams through significant organisational, process and system change.
• Acted as a bridge between policy, systems, operations and frontline delivery.
• Supported service improvement, issue resolution and consistent customer outcomes.
• Built strong capability in regulated environments, judgement, escalation and stakeholder communication.