Shibi Kuniyal, Mba Email & Phone Number

Newcastle Upon Tyne, GB

Newcastle Upon Tyne, England, United Kingdom

• Efficiently prepare and scan various documents, ensuring strict adherence to NHSBSA policies and procedures to maintain accuracy and quality standards.
• Ensure compliance with data protection regulations, including GDPR, by handling sensitive information with the utmost confidentiality and security.
• Monitor and operate scanning machinery, taking prompt corrective actions to ensure optimal image quality and compliance with quality management systems.
• Collaborate closely with… Show more
• Collaborate closely with stakeholders to resolve document discrepancies, ensure timely processing, and meet critical deadlines for various NHS services.
• Provide exceptional customer service by managing communication via phone, email, and virtual meetings, addressing queries, and providing solutions in line with NHSBSA policies.

New Delhi, Delhi, India

• Successfully managed the bot capacity and scheduling, resource allocation, and performance of automation environments for optimal efficiency and resolving issues to minimise downtime.
• Implemented efficient bot license management strategies to optimise license allocation, monitor utilisation, and ensure compliance with licensing agreements, minimising costs while maximising automation efficiency.
• Developed reports on change release success to track trends, AHT, system exceptions, and… Show more
• Developed reports on change release success to track trends, AHT, system exceptions, and production incidents for optimisation and utilisation.
• Ensured adherence to live automation SLAs, mitigating customer impacts during volume spikes and production incidents through proactive measures.
• Designed and implemented service processes for new automation, effectively capturing business interactions and workflows for audit purposes.

Chennai Area, India

• Directed a high-performing small team (10 members) in Chennai, India, overseeing private banking operations for ultra-high-net-worth clients in Bristol and London, United Kingdom.
• Led the Coutts Maintenance team, overseeing the opening of new client accounts and products, managing client maintenance activities, and ensuring compliance with bank policies and regulatory requirements.
• Enhanced team productivity by 40% and efficiency by 36%, closely monitoring individual performance… Show more
• Enhanced team productivity by 40% and efficiency by 36%, closely monitoring individual performance metrics and conducting regular KPI reviews (volume, productivity, and utilisation) to optimise resource development..

New Delhi Area, India And Bristol, United Kingdom

• Executed account closure requests, performed checks on high-net-worth clients' accounts, applied fees to private and commercial client accounts, closed debit and credit cards, and issued statements.
• Reduced account closing turnaround time from 11 to 5 days, eliminating redundant process steps and strict Service Level Agreements (SLAs). Achieved an elevated overall customer experience, meeting and exceeding.
• Successfully managed frontline calling projects,… Show more
• Successfully managed frontline calling projects, significantly reducing hand-offs and exception rates from 19% to 5%. Enhanced customer service by optimising processes, improving communication and increasing.
• Transformed the credit card closure process, reducing closure time from 10 to 5 days, eliminating dependencies, streamlining workflows, and implementing risk-mitigating measures.
• Managed and monitored the central mailbox and promptly actioned incidents, urgent account closures, client maintenance, and opening requests within the agreed SLAs. Show less

New Delhi Area, India

• Facilitated weekly stand-up sessions with the quality team, enhancing communication and problem-solving skills and fostering a culture of continuous improvement.
• Provided constructive feedback to the operations team during stand-up sessions, promoting growth and development.
• Prepared and disseminated quarterly performance reviews to senior management, providing insights into operational efficiency and identifying process improvement opportunities.
• Conducted thorough error and… Show more
• Conducted thorough error and data analysis, developing actionable plans to consistently enhance the quality of the operations team and individual performance. Show less

New Delhi Area, India

• Reviewed and updated SOPs for team adherence to best practices and compliance, increasing efficiency and reducing errors.
• Managed customer complaints and onshore escalations, demonstrating our team's commitment to maintaining high service standards, enhancing customer satisfaction, and instilling confidence in our ability to handle.
• Conducted monthly knowledge tests, a practice that had consistently improved team proficiency and performance, a testament to… Show more
• Conducted monthly knowledge tests, a practice that had consistently improved team proficiency and performance, a testament to our team's commitment to continuous improvement.
• Analysed errors using quality MI monthly, identifying trends, and implementing corrective actions to enhance quality.
• Ensured continuous process improvement, simplification, streamlining workflows, and reducing operational costs.

New Delhi Area, India

• Efficiently communicated with relationship managers, resulting in timely payment authorisation for BACS, CHAPS, and same-day payments, reducing processing delays and ensuring smooth transactions.
• Provided detailed information to payment review relationship managers, enhancing decision-making accuracy, minimising errors, and mitigating potential financial risks.
• Verified payment requests and confirmed them with relationship managers, preventing fraudulent activities and ensuring the… Show more
• Verified payment requests and confirmed them with relationship managers, preventing fraudulent activities and ensuring the security of financial transactions.
• Promptly reported discrepancies or issues with payment requests, enabling swift resolution, preventing potential financial losses, and maintaining client trust.
• Maintained a thorough record of authorised payments and approvals, facilitating smooth auditing processes, ensuring compliance, and enhancing transparency.

Master Of Business Administration - Mba

B.Com (Pass)