Experience

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  Genpact

  Oct 2002 - Feb 2007

  Management trainee

  •• spearheaded a team of 19 personnel in recovering credit card debts from american customers• mentored the associates to achieve their daily/monthly targets • monitored calls and delivered feedback to the agents to assist in increasing dollars collection• worked on a green belt project to improve the “conversion rate” for the associates on the contacts achieved• acted as a core member in a black belt project on “increasing contacts per agent” which was the base of the collection pyramid• acted a key role in migration of the first ever recoveries process in genpact from universal fidelity lp in houston, texas, usa 2005 show less

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  Hsbc electronic processing india private limited

  Mar 2007 - May 2018

  spearheaded a team of 24 members, involved in the cash, position & derivative reconciliations using tlm platform, xceptor or manually for traditional funds escalated the unresolved exceptions with respect to time and value and highlighted the same to the senior management/risk team/client to ensure awareness of the risks involved for these exceptionscoordinated with the risk working group along with the on-shore partners to highlight issues with the transactions which could create potential issues for the client worked with the various on-stream/downstream teams to understand the origination of exceptions, analysed the root cause and eliminated the same and increased auto-match rateled projects to improve auto-match rate on tlm for cash and stock and automation of the manual recs to improve efficiency thus saved around 10 ftes (28 % saves) in 2017represented hsbc in terms of the exceptions that are highlighted for the client in a particular month through callsworked with the auditors (both external/internal) to deliver successful audit findings show less • managing teams handling customer care/upselling for hsbc cards in usamanaging a team size of 10-12 specializing in handling customer enquiry over phone and complaint resolutions for credit cards in hsbcmotivating and coaching team member to achieve sales targets for associated productscoaching team members on methods of a successful sale ,provide a great customer experience and resolution of their issues/complaintsdriving client eccentricity throughout the process and teams and being a “brand ambassador” of the same show less

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  State street syntel services private limited

  May 2018 - May 2020

  Senior manager

  spearheading a team of more than 120 people (including 2 managers and 3 deputy managers) involved in processing ofcustody income payments in fund dda accounts, settling claims (related to income) in investment banking domaininitiating & managing complex, departmental work and driving continuous improvement in metrics, sla and automationmanaging client/investment manager queries regarding the income payments to the fundsmonitoring escalations from the various external clients as well as onshore business partnerscreating & sustaining a dynamic environment that fosters development opportunities and motivates high performanceamongst team membershighlights: led the “income functionalization” project that produced an efficiency benefit of 6 ftes for 2019 successfully managed the p&l account for the entire process which is about $1.7 million played a key role in automation of manual payment processing to improve efficiency and accuracy of the process contributed in migration of 20 fte from onshore to syntel & improvement of nps score by 9% in 2018 show less

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  Jpmorganchase

  May 2020 - now