Nancy John Email & Phone Number

New Delhi, Dl, In

Gurugram, Haryana, India

Navigating Excellence in Operations: Anti Money Laundering (~300 members) Develop and implement a robust service delivery strategy for management of Anti Money Laundering/ KYC and Fraud Operations for retail clients. Responsible for planning, forecasting and execution of projects while optimizing the cost, embedding digital (where applicable) to improve efficiency, basis industry benchmarks to draw insights for clients. Collaborating with client partners in transformation projects that harness the power of AI. Champion a culture of continuous improvement by evaluating existing processes, identifying areas for enhancement, and implementing efficiency-driven solutions. Regularly assess performance metrics, ensure team managers conduct audits, and implement corrective actions to maintain high-quality standards in service delivery. Implement robust monitoring mechanisms i.e., real-time tracking, reporting, and presenting insights to key stakeholders, facilitating informed decision-making. Proactively address challenges and bottlenecks in service delivery. Focus on productivity benefit for clients and ensure minimal cost with greater efficacy. Foster a collaborative and positive work environment that encourages professional development and growth.

Gurugram, Haryana, India

Operations Management - Fraud and Dispute business (160 members)  Orchestrating seamless and efficient operations to optimize performance and enhance customer satisfaction. Spearheading smooth transitions and change management processes, ensuring minimal disruption to business operations specifically for Voice Operations  Crafting innovative and scalable solutions tailored to meet the unique challenges such as Time to Refund, Non-Lending losses incurred to the Bank.Building and nurturing relationships with key stakeholders/clients, fostering collaboration and driving consensus to achieve organizational goals and grow.

Noida, Uttar Pradesh, India

SOP Documentation Project Management & Solution Design  Create SOPs for effective Master Guru and Guru engagement for learning platform. 10+ First Time Right Documentation projects led to create SOPs and training material - Mortgage, Superannuation, AML/ KYC, Dispute Investigations, through due diligence to solution stages. Created Life & General Insurance, Customer Service process and scriptsAutomation projects Implemented automation of segmented communications using workflow and mail merge to Master Guru and Gurus of Genome Systematic and phased out workflow migration with 4 tranches delivered successfully - 60+ FTEs being migrated across 4 different product lines. Basis four lawless strategy and execution, more product migration in pipelineKnowledge Transfer/Transition 20+ KTs planned and executed seamlessly with 80% of them being completely remote via screen sharing. Experience across various Banking products enabled robust and customized KT planning leading to on/ before time KT effectiveness. KT planning for geographies outside Australia – US & UK in AML/ KYC space. 50+ FTEs added. KT VOC > 4 for all projects managed with great customer and internal stakeholder feedback. Expertise in Training Need Identification and accordingly conceptualizing and executing various capability development programs – 5+programs launched covering 30+ executives and 600+ analysts.

Bengaluru, Karnataka, India

 Manage the Training being conducted for ‘Seller Marketplace’ Conduct Interactive webinars and train a group of minimum 100 sellers Create E-Learning content in the form of PPT’s, videos, gaming etc. Assign tasks to various project coordinators and ensure their tasks are completed within deadline

New Delhi Area, India

 Train all Retail Store staff and Franchisee as well – Pan India(travel included) Training of Sales Managers, Territory Managers on product, process and selling skills. Training the Operations Staff on customer service and cross selling skills. Developing Content, ensuring end-to-end training delivery, and measuring ROI for all training programs conducted. Managing the performance of trainer’s basis their KPIs and doing their annual performance management. Collaborating with HR in conducting interviews for induction of New Sales Managers, Branch Managers and Operations Staff. Conducting mystery audits for all stores and franchisee and ensure reporting is done on monthly basis Prepare dashboards and review decks to represent the function in front of Operations TNA and RCA to be done weekly to see the improvement in the agents being handled by trainers Create SOP’s for the entire process Preparing Training budget along with other stake holders and implementing it Handled complete transition of the process to external BPO(I Energizer) and streamlined activities

Gurgaon

 Prepare dashboards and review decks to represent the function in front of Operations TNA and RCA to be done weekly to see the improvement in the agents being handled by trainers Delivered successful client visit (s) and incorporated changes on the production floor Have transitioned a process in Pune (On deputation for 4 months) Managed the entire Training piece (Product, Process, Soft skills and Linguistics) in Chandigarh  An active part of Command Centre in order to hire the right candidates Conduct Behavioral training – Time management, Interpersonal Skills, Executive Presence, and client developed ‘Organizational Development’ training sessions too

Gurugram, Haryana, India

 Been on an OJT and helped in Transitioning the process  Involved in Training resources and setting up the entire process. Have created SOP’s for the process and taken sign – off from the client as well Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Was part of a core team responsible for driving Engagement practices across the 600 strong members’ team

Master Of Business Administration (Mba), Human Resource And Industrial Relations

Bachelor Of Commerce (B.Com.), Business/Commerce, General

Business/Commerce, General