Deepti Ahluwalia has over 19 years of experience across the functional areas of Human Resources and Credit Operations working with multinational organizations in South East Asia and Middle East. Her key achievements include leading transformational projects to bring about a change in culture and mindset across the organization.Deepti is a chartered member of the CIPD. She has been with FGB since 2012 and leads the Consumer Banking Academy of their Business School. She played a pivotal role in FGB’s Service First Programme launched in partnership with the world renowned service consultant Ron Kaufman in 2013.Over 4000 staff attended service education workshops in the bank ensuring a common service language and understanding of expected service standards. This hugely successful programme led to over 200 service improvements being initiated across the bank impacting both internal and external customers.