1. Technical Development: - Monitoring technical enhancements within the process. - Initiate feedback Suggestions for process improvement- Tracking status of the internal process tech developments2. Process Documentation: Responsible for the process Documentation of all the processes as well as applications guide3. Audit - Risk & Control management:- Identifying areas of risk and control improvement and performing test controls for in- house Audit.- Maintenance of signed off process documents, guidelines from head of operations- Presenting process overviews during Audits- Responsible to provide follow up data requirements to Auditors.- Flagging risk areas in advance and working towards the necessary controlsInitiative:- Handled complete coordination on requirements and testing for process automation like revenue reconciliation and client overview model.- Writing and updating process documents on updates, guidance to team on test scenario creation and tracking the bugs- Process training to new joiners

- Lead daily meets for workflow based on periodic wallets data deliverables.- Monitor and maintain client feedbacks for relevant stakeholders action and process improvement.- Train & manage new joiners and resolve problems & queries faced in the banks performance benchmarking tasks.- Assist governance team and central team to help cover delivery schedules and follow-ups.- Create test cases and test the features deployed on UAT environment.- Liaise with software teams for smooth implementation of the features on Production environment.- Keep a track on project health to ensure no road blocks within the software development milestone and roadmap.- Conduct sprint planning sessions and ensure the project progresses as planned.- 24 /5 support to deliver best of the solutions to stakeholders and clients through timely updates on issues reported.- Write standard operating procedures of internal processes for user training and compliance purpose.- Requirements review using scope and feedbacks on different tools.- Access Visio Tool and lucid charts for workflow/ process flow chart creation.- Accomplish audit related correspondence like sensitive data - for compliance management.- Screening and reviewing user database, user authorization periodic basis for the evidence of audit norms.- Sign off details on private data management and user review questions received in audits.- Conduct internal & external demo on new tools/ features.- Notify internal group as well as service managers on downtime or tools failure with confirmed RCA and timelines.

- Handled team's workflow and critical coordination duringnetwork outages. - Preparing MIS reports for the team performance andschedules.- Training and guiding team on understanding the issuesand providing solutions.- Basic Troubleshooting (Level 1 access) of IP Related issues(ILL &VPN), e.g. trace route and ping the IP to understandthe latency ratio / flapping / link down, further record andfollow the whole troubleshooting till issue resolution.- End to end coordination to handle all correspondence forthe corporate helpdesk (Premium customers) and internaldepartments which Includes Network teams / Data centres /Business heads .- Use of internal tools like SVP and MRTG portal while troubleshooting throughout the call.

• Client interaction to provide support in resolving Network outages and technology related queries• Respond the queries and issues received from corporates clients through Calls and Emails• Making calls to keep the Network departments updated with the support that is in progress to resolve clients network issues• Interacting with internal teams like, Data Server, NOC teams to pitch them for solving the issues in time.

● Handled Incoming calls for prepaid & post-paid clients, imparting information about billing & migration plans with new schemes.● Managed recording network complaints, online lead requests.