Christina David
Banker
Mumbai
Summary
I am a Management Professional with 19+ years of experience across Operations, People Management, Training & Development, Supported Digital Payments in Bank and Fintech and Core Banking. Project Management areas for the Digital and Consumer Banking Operations. I am looking forward to be a successful contributor towards the goal and vision of the organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
19
19
years of professional experience
2007
2007
years of post-secondary education
6
6
Certifications
Work History
Product Trainer
Teleperformance
Mumbai
02.2023 - Current
- Managing transition and training for a digital banking process for a US based Fintech (Managed 4 transitions and ramp until July 2025.
- Managed training for over 350 new hires on standard operating procedures (SOPs), time management skills, and POS systems
- Refine standardized training curriculum and procedures based on individual needs, including small group instruction and one-on-one training sessions
- Liaising with various stakeholders like operations and quality to determine training needs and schedule training sessions
- Designing effective training programs
- Conduct seminars, workshops & individual training sessions as per the training requests received for over 1800 existing employees.
- Prepare educational material such as module summaries, videos and gamification.
- Support and mentor new employees in production and OJT
- Manage training budgets
- Conduct evaluations to identify areas of improvement
- Monitor employee performance and managed training needs as per the analysis
Senior Process Associate
Tata Consultancy Services
Mumbai
07.2022 - 12.2022
- Managed the Regulatory Monitoring team of 25 teammates, to ensure that the compliance requirements are met for a Banking operation for the US clients.
- Managed in a way where the team outperformed the productivity and quality requirements of the process.
Agency Sales Manager
Bajaj Alliance Life
Mumbai
11.2021 - 06.2022
- Hiring and managing the team of over 50 ASO and Insurance Experts for sales and after sales services to the clients for insurance products.
- Analyzing and mentoring the team with the training requirements, on boarding and performance improvements projects, the team members were able to stand out in the All India completions held.
- Trained and mentored a team of sales representatives, enhancing their product knowledge and sales techniques to improve overall performance.
- Conducted regular market analysis to identify emerging trends and competitive positioning, informing strategic decisions that drove agency growth.
- Developed and implemented sales strategies to increase client acquisition and retention, resulting in a robust portfolio of agency partners.
Senior Officer, Operations
Development Bank of Singapore
Mumbai
05.2015 - 06.2021
- Company Overview: (Digital, IBG & Consumer Banking Operations)
- Oversaw daily operations, ensuring compliance with safety and quality standards while optimizing workflow efficiencies.
- Developed and implemented training programs for new staff, enhancing team competencies and operational performance.
- Coordinated scheduling of shifts to ensure adequate staffing levels during peak operational hours, improving service delivery.
- Monitored equipment performance, conducting regular maintenance checks to prevent downtime and extend asset lifespan.
- Analyzed operational data to identify bottlenecks, proposing actionable solutions that streamlined processes and improved turnaround times.
- Led cross-departmental projects aimed at improving customer satisfaction by refining service protocols and response times.
- Conducted performance reviews for team members, providing constructive feedback aimed at professional development and continuous improvement initiatives.
- Timely recognition for performance to motivate and advancement of the team members with the betterment of the process
- Reviewing and authorization of static data for existing customer accounts
- Successfully reviewed and incorporated process improvements in process notes for different processes for Digital Banking department of the bank which helped in process enhancement and automations
- Gathered, organized and input information into digital database.
- Contributed towards the successful launch of Digital banking, instrumental in soft launch and hard launch. Did User Acceptance Testing (UAT), Live/Production testing and BCP Testing & verification of various systems, identification of system defects and timely escalation and resolution for seamless flow of different processes
- Conducted regular reviews of operations and identified areas for improvement.
- Published Stakeholder’s dashboards to management for compliance breaches thereby ensured 100% compliance as per the regulatory requirements
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Customer Finance Specialist
Tech Mahindra Business Services/3 Global Services
Pune
07.2010 - 05.2015
- Subject matter expert in investigating and detecting frauds on the customer phone contracts triggered via FMS (Fraud Management System)
- Managed team of Fraud & Security in terms of the process requirements
- The team use to analyze customer contracts via various checks on the account to avoid and verify customers not misusing the contracts and save on the losses
- Conducted regular audits of customer accounts to ensure adherence to company policies and regulatory requirements, maintaining high standards of integrity.
Senior Customer Service Associate
WNS, PUNE (AVIVA Insurance) / EXL Services
Pune
03.2007 - 06.2010
- Managed the biggest insurance broker in UK to collect the outstanding towards the Insurance policies within the credit period agreed with the company/broker firms
- Controlled the fraud detection and prevention through analysis and remediating it by appropriate processes and procedures
- Provided expert support to customers by addressing inquiries, resolving issues, and ensuring satisfaction with products and services.
- Maintaining the SLA set up by the Client and 100 % Coverage of accounts in the portfolio
- Handled escalations for the team effectively to minimize the overdue from the premium club brokers
- Worked as an FSA (Financial services authority) Champion for the process to resolve the complaints and frauds
- Trained new staff on customer service protocols and software applications, enhancing team performance and service delivery.
- Worked as an In-house trainer for the team as well as got trained on the Oracle application to train the team members to help the process upgrade with new systems
Customer Service Executive
Infotek Natalia
Pune
06.2006 - 03.2007
- Have worked for Sales of Medical Insurance for U.S. based customers with excellent customer service and quality
- Have successfully achieved and exceeded the set targets
- Monitored service metrics and provided feedback to management on team performance, contributing to continuous improvement initiatives within the department.
Education
MBA - Finance
Jaro Institute of Technology, Management & Research Pvt. Ltd.
Pune 01.2013 - 01.2014
Bachelor of Science - Computer Science
North Maharashtra University
Bhusawal04.2006
Skills
- Effective Leadership Skills
Leadership training
Team building
Operational efficiency
Digital banking platforms
Banking operations optimization
Client onboarding processes
Fintech ecosystem knowledge
Digital transformation initiatives
Digital payment systems
Teamwork and collaboration
Train-the-trainer
E-learning platforms
Certification
Certification from National Institute of Securities Markets (NISM) for NISM Series VA - Mutual Fund Distributors Certification
Mobile Numbers
- +91-84080 42367
- +91-70583 10180
Timeline
Product Trainer
Teleperformance
02.2023 - Current
Senior Process Associate
Tata Consultancy Services
07.2022 - 12.2022
Agency Sales Manager
Bajaj Alliance Life
11.2021 - 06.2022
Senior Officer, Operations
Development Bank of Singapore
05.2015 - 06.2021
MBA - Finance
Jaro Institute of Technology, Management & Research Pvt. Ltd.
01.2013 - 01.2014
Customer Finance Specialist
Tech Mahindra Business Services/3 Global Services
07.2010 - 05.2015
Senior Customer Service Associate
WNS, PUNE (AVIVA Insurance) / EXL Services
03.2007 - 06.2010
Customer Service Executive
Infotek Natalia
06.2006 - 03.2007
Bachelor of Science - Computer Science
North Maharashtra University
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