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 • 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 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.• Contribute to continuous improvement by identifying opportunities to enhance operational practices while upholding the security and confidentiality of sensitive information under GDPR. Show less

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 • 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 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.• Developed a backout SOE for rollback scenarios and business continuity plans during automation downtime while identifying and assessing risks and implementing controls for automation and adherence to ITIL service continuity practices.• Implemented a robust system for business continuity by mapping active and standby robots across servers. Allocated licenses to prevent disruptions to (BAU) operations and minimise customer impact.• Led change projects from conducting impact assessments and development to UAT, production proving stage, go-live, hyper care, and post-deployment reviews to identify improvement areas and ensure successful delivery.• Maintained incident management guidelines following ITIL best practices by recording, communicating, and assessing the incident's criticality for a timely resolution without impacting BAU operations.• Collaborated with operation teams to implement solutions during UAT, performed machine readiness, and deployed attended and unattended BOTs into the UiPath orchestrator.• Collaborated with the (CoE) to resolve issues or upgrades for successful implementation and optimisation of automated solutions. Show less

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 • 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 metrics and conducting regular KPI reviews (volume, productivity, and utilisation) to optimise resource development. Show less

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 established SLA benchmarks.• Successfully managed frontline calling projects,… Show more • 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 established SLA benchmarks.• 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 satisfaction and loyalty. • 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 • 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 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 challenging situations.• Conducted monthly knowledge tests, a practice that had consistently improved team proficiency and performance, a testament to… Show more • 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 challenging situations.• 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.• Administered monthly knowledge assessments, fostering a culture of continuous learning and development within the team. Show less

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 • 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 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.• Collaborated with relationship managers to understand specific requirements to improve payment authorisation accuracy and minimise rejections or delays.• Adhered to company policies and procedures, ensuring regulatory compliance and minimising the risk of penalties or fines, safeguarding the organisation's reputation and financial integrity. Show less

Master Of Business Administration - Mba

B.Com (Pass)