Business Leader proven to develop and implement business management initiatives. Creates business strategies, allocates resources, finds ways to increase productivity and assesses employee performance. Bridges communication between partners and suppliers with strong business acumen and managerial abilities.
Overview
12
12
years of professional experience
Work History
Business Process Lead
SBI YONO Project For Tata Consultancy Services
12.2023 - Current
TCS is revamping YONO digital banking application for State Bank of India (SBI).
TCS as a partner is building, supplying the application along with this will be overseeing the operations, support and maintenance.
PMO team focus on Non-Delivery part of this project which includes Onboarding, Offboarding, Dashboard Management, Procurement, Rights Management, Compliance and Admin related activities etc.
Regular client interaction on all non delivery activities.
Handing a team of 8 associates.
Coordinated weekly meetings with internal and external stake holders.
Business Process Lead
ION Audit For Tata Consultancy Services
01.2021 - 11.2023
Coordinated weekly meetings for internal stake holders of TCS iON.
Protects assets by ensuring compliance with internal control procedures and regulations.
Ensures compliance with established internal control procedures by examining records, reports, operating practices, and documentation.
Verifies assets and liabilities by comparing items to documentation.
Completes audit workpapers by documenting audit tests and findings
Appraises adequacy of internal control systems by completing audit questionnaires.
Maintains internal control systems by updating audit programs and questionnaires, and recommending new policies and procedures.
Communicates audit findings by preparing a final report and discussing findings with auditees.
Prepares special audit and control reports by collecting, analyzing, and summarizing operating information and trends.
Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications and content, and participating in professional societies.
Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Teams' performance was enhanced by closing process gaps, which enabled them to meet monthly KPI targets
Redesigned the Process SOP and the organizational framework for carrying out QA-related tasks effectively in order to meet the monthly target of 100% compliance
Participate on weekly calls with onshore clients to discuss performance updates week over week
Educating or training staff members on new information promptly acquired from clients
Resolving issues pertaining to the project in the domain of expertise
Supplying the project team with input as deliverables are being created, tested, and implemented
Reduced average call hearing by creating effective troubleshooting guides and resources for agents.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Quality Assurance Analyst (QA Analyst) is responsible for assessing quality performance of CITI Bank's contact center employees who deal with existing and potential Members.
To monitor inbound and outbound calls responses to assess
communication technical accuracy, Member service performance, and conformity to CITI Bank's policies and procedures
Develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance overall Member Experience.
To use quality monitoring data management system to compile and track performance at team and individual level
Coordinate and facilitate call calibration sessions with our clients in CITI Bank North America region
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