Managing a team of 35 associates which handles the work of Citibank commercial cards.➢ Provided mentoring and support to all the team members to draft and document their processes.➢ Preparing the Weekly and Monthly KPI tracker & MBR report.➢ Attending client meetings and building strong partnership with the stakeholders.➢ Conduct soft skills training to build people capabilities.➢ Identify underperformers and adhere to company’s performance improvement programme.➢ Handling the escalation related to KYC, customer set up and payments.➢ Monitor, assess, and report on team progress daily, direct priorities, and solve resourcing needs.➢ Tracking KPIs and SLAs on a daily/weekly/monthly basis and having regular feedback sessions with the team members.➢ Enhanced working relationship by while participating in team building activities.➢ Demonstrated consistent hard work and dedication to achieve results and improve operations.➢ Explore and created new ways to resolve problem with processes technology or team members to improve overall efficiency.

Nature of Work:  Independently Manage the Back Office Operational Activities for various Financial Products like Mutual Fund and Gold. Providing guidance to stakeholders/projects on KYC need. Guide and coach stakeholder’s teams to ensure they understand role and responsibilities, and ensure a standard on boarding program are robust. Co-coordinating with AMCs and RTAs for any Mutual Fund related services on behalf of clients. Monitor unreconciled credits & refunds in a timely manner. Maintain & review reports of all transactions, reconciliations & rejections accurately. Establishing Standard Operating Procedure and to ensure that the quality standards in coordination with higher officials. Working closely with software development team in respect to the automation and streamlining daily activities and reporting. Consolidating MIS reports with key data and forwarding to all internal & external departments/teams. System enhancement requests to IT, UAT & tracking of issues till completion. Managing interactions with clients/clients personnel through strong relationshipbuilding, and operational and product knowledge. Execution of Transaction on BSE Star Platform. Monitor, assess, and report on team progress daily, direct priorities, and solve resourcing needs. Tracking KPIs and SLAs on a daily/weekly/monthly basis and having regular feedback sessions with the team members. Ensuring timely updating of SOPs for all changes being implemented in the process.

Nature of Work: Handling a team of AM and ADFC staff. Instant Card Activation  Customer Details upload in system  Multi-currency uploading in cards  Multi-currency refund in INR on customer request Balance sheet of Multi currency  KYC Forms checking & handling  Welcome & Non Welcome kit pins generation for ATM of new account opened & account already exist (Renewal)  Green Pin generation from DCMS ( Debit Card Management System) on customer request  Cash back point crediting to the customer on his POS transaction TAT monitoring of Cards activation  Customer intimation for the account close letter preparation Instant indent Pin printing for the instant card Kit on request of branches Charges debiting from customer account As Debit Cards yearly fee twice in month Vendors Bill Payment processing for cards embossing & statement,cheque Printing  MCT ( Manipal Cards Technologies) Vendor Visit Twice in month for Audit Purpose to handle the cards embossing & cheque Printing of HDFC BANK  Also having activities other than the above mentioned list like monthly MIS publishing,conferences with product Team, Etc.  Sending Intimation to customer about card dispatch status through SMS & EMAIL.

Nature of Work:  To calculate the pension for employee at time of retirement. To reconcile the employee contribution with the investment manager Also prepared excel template which reduces the time taken for processing. Maintain updates notes generic & scheme specific Provide training to people on excel and process. Maintaining monthly scores of the team.

To support the clients in completing the Auto Enrolment process i.e. automatically enrolling the existing and new employees to client’s Pension Scheme using a Specialized Web Based Application designed for our clients and their employees.Nature of Work:  Issue activation links to new members along with a welcome kit which includes detailed information about various benefits offered with pension scheme. Complete the data upload procedure by verifying the latest data received from client’s HR team. Escalate errors, if any, with respective clients Calculate and issue a detailed payroll report to client who includes member details, salary and their latest contributions. Keep the employees updated about various benefits available to them post their probation period Calculate and issue detailed report of those members who have elected, switched or left the benefits provided by client. To resolve any queries raised by client or the benefit providers for e.g. Aegon, Aviva, etc. Cross skilling the team on various transactions Preparing proper milestone planner for new joiners Also worked as a Business Analyst with IT Team and Operations. Also part of migrating the process from UK.Other Duties include: Maintaining list of clients with their renewal or valuation dates  Request the scheme owners to confirm if there are any changes to documents during renewal month for e.g. layout of document, change in client’s point of contact, etc. Maintain updates notes generic & scheme specific Mentoring new joiners by assisting them resolve queries and sharing feedback on case basis

Nature of Work: Refer to member’s policy details before creating an annuity. Job involves receiving documents like application forms, cheques etc from client verifying the documents and creating new annuity accounts for the client. Had given ideas to the senior management to improve the process such as automating the process where required. Raising queries with the support team on behalf of team members