Mahendra Jagtap

Experience

• 

  WNS Global Services

  Feb 2007 - Feb 2012

  Senior Process Executive

  • Lead a team of 17 for Life and Pension process; processed tasks to ensure the required SLA for the individual & team has been met• Participated in weekly,quality,&calibration calls with client to understand expectations, provide feedback and resolve queries & escalations• Facilitated training sessions for new joiner on newly migrated pensions process• Managed most critical payment out and annuity process• Assisted Quality Team to perform random quality check for team• Formulated weekly & monthly quality report and shared it with the senior management• Attended quality & calibration call with Team Leader and raised queries for solution & shared with teamHighlight:• Played a key role during the migration of the pensions work and end-to-end transfer of annuity process from domestic site Show less

• 

  Tata Consultancy Services

  Feb 2012 - now

  As Assistant Manager, HSBC – AML (Transaction Monitoring) & KYC• Rendering services as Team Leader in Transaction Monitoring Process with international client all over globe including commercial & retail customer• Managing day-to-day pipeline activity of transaction monitoring and ensuring that teams consistently deliver on speed and accuracy within the agreed frameworks • Analyzing transaction activity for account level (L1) and customer level (L2); administering enhanced due diligence investigations of transactions examining the customer’s customer in high-risk jurisdictions• Participating in weekly quality & calibration calls with client to understand expectations, provide feedback and resolve queries & escalations• Formulating various reports on team performance, SLA and pipeline status• Monitoring & managing teams leave, attendance and conducting daily team meeting, monthly one-to-one discussion, and feedback session with team• Reviewing and analysing compliance monitoring reports and other related source documents for suspicious/unusual patterns of activity• Collaborating withsenior management to find out the ways to improve investigation protocols • Facilitating compliance training for new team subordinates • Executing 5S concepts and conducting daily and weekly audit for transaction monitoring process Show less As Team Leader, Project- Friends Life (Life & Pensions)• Worked with Pensions Servicing Team, and Claims & Switch Team• Processed with customer policy related information within guidelines of DPA• EnsuredKYC activities were conducted on time &before processing of payment out & payment in requests• Participated with customer bulk fund switch request and completed it on given time to ensure SLA’s were met• Contributed with bulk payment out project to refund the payment to customer • Rendered services as process lead &conducted feedback session, update session on time for Claims Team• Conducted weekly audit for team to ensure smooth functioningHighlights:• Recommended Learning & Development training programs for new joiners; ensured that training delivered to the team were put into effect and feedback was given on the program success, thereby ensuring a transparent review of acquired talent• Achieved Kaizen project certification on all critical to quality & critical to productivity metrics; this was made possible through adoption of new various techniques Show less

  • Assistant Manager

    Oct 2015 - now

  • Team Lead

    Feb 2012 - Sept 2015
• 

  Willis Towers Watson Ltd. Mumbai

  Jan 2017 - now

  Assistant Manager - KYC & EDD

  • Setting out quality / 5S standards for various operational areas ensuring a high-quality customer experience, while adhering to the SLAs and work processes• Insightful knowledge of KYC & Anti-Money Laundering (Transactions Monitoring) in Insurance & Banking Finance domain• Skillful at monitoring, motivating the team & workforce to enhance their efficiencies & assisting them to deliver quality services; good team player with strong research, analytical, problem-solving and communication skills • Experience on tools like Norkom (SCION), RDC, World-Check, BMM(Brower-Main Menu), Mainframe Application, UCM(Unified Case Manager ), Unisure Show less

• 

  Allstate India

  Apr 2023 - now

  • Team Manager

    Apr 2023 - now

  • Team Manager

    Apr 2023 - now