Avishek Basu Baul

Currently serving as a Project & Audit Readiness Manager at Barclays, where I oversee and manage projects to ensure compliance and audit readiness. I collaborate with cross-functional teams to define project requirements and deliverables, ensuring adherence to regulatory and audit standards. Additionally, I lead and coordinate audit preparations, ensuring that all project activities and documentation are in line with audit requirements.

• Successfully led and completed an end-to-end project, from hiring to live production, across 12 fraud operation swim lanes
• Overseeing and managing projects to ensure compliance and audit readiness.
• Collaborating with cross-functional teams to define project requirements and deliverables.
• Leading and coordinating audit preparations to ensure compliance with regulatory and audit standards.
• Utilizing problem-solving skills to address audit findings and implement necessary corrective actions.
• Communicating with internal and external auditors to provide necessary project information and documentation.

As an Operations Manager - Collections at Barclays, I managed and optimized collections operations to ensure efficiency and effectiveness. I developed and implemented strategies to streamline collections processes, reduce costs, and enhance operational efficiency. Additionally, I collaborated with cross-functional teams to ensure smooth operations and coordinated efforts to achieve collections targets.

• Managing and optimizing collections operations to ensure efficiency and effectiveness.
• Developing and implementing strategies to streamline collections processes and enhance operational efficiency.
• Collaborating with cross-functional teams to ensure smooth operations and achieve collections targets.
• Utilizing data analysis and trends to identify opportunities for process improvement and cost savings.
• Implementing process changes and monitoring their effectiveness to drive continuous improvement.

During my role as a Risk Based Quality Analyst at Barclays, I was responsible for evaluating and ensuring the quality and accuracy of financial products and services. I conducted thorough quality assessments and audits, providing feedback and insights to enhance the overall quality of services. Additionally, I collaborated with cross-functional teams to identify areas for process improvement and implemented necessary changes to enhance the quality of financial products and services.

• Conducting thorough quality assessments and audits to ensure the accuracy of financial products and services.
• Collaborating with cross-functional teams to identify areas for process improvement.
• Utilizing data analysis and problem-solving skills to identify trends and insights for process improvement.
• Providing feedback and insights to enhance the overall quality of financial products and services.
• Implementing necessary changes to enhance the quality of financial products and services.
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

• Client Assistance and Resolution: Delivered exceptional customer service by addressing and resolving inquiries and issues related to credit card accounts, ensuring a high level of customer satisfaction.
• Product and Service Support: Provided comprehensive support and information regarding financial products and services, guiding customers through account management, billing inquiries, and service enhancements.
• Issue Escalation and Management: Effectively managed and escalated complex issues to appropriate departments, ensuring timely resolution and maintaining positive customer relationships.
• Process Improvement: Identified and reported recurring issues and customer feedback to enhance service delivery and streamline processes, contributing to overall operational efficiency.
• Compliance and Accuracy: Ensured adherence to regulatory and company policies while handling customer interactions, maintaining accuracy and confidentiality in all transactions.
• Customer Feedback Integration: Utilized customer feedback to identify areas for service improvement and collaborated with teams to implement enhancements that better meet customer needs.

• Managed sensitive client information by adhering to strict confidentiality rules and data protection policies.
• Ensured timely completion of tasks with strong attention to detail, contributing to a well-functioning back office team.
• Collaborated effectively with cross-functional teams, ensuring smooth communication between front and back offices.