Shruti Ahuja

Experience

• 

  SMSCountry Networks Pvt Ltd

  Jun 2010 - Sept 2010

  Trainee

  Business Development and Operations

• 

  HDFCBANK

  Nov 2010 - Jul 2012

  ASSISTANT MANAGER

  ● Responsible for Account Opening after performing KYC & document verification● Handled CH106 (unusual transaction report) for portfolio and non-portfolio customers.● Handled CH126A report for audits.● Handled walk-in customers in the branch of 385 Cr● Handled classic portfolio (Base 1 Cr) for the customers● Complaint management● Handling Saving accounts Activation and Depletion

• 

  CRISIL

  Sept 2012 - May 2015

  Business Development Coordinator

  ● CRISIL is a part of Standard & Poor’s company and leader in Global analytical providing ratings, research, risk and policy advisory services.● Responsible for Document analysis & Verification, Validation and Data Management● Support to Sales Team of 47 members● Daily sales reporting to Head Office● Logistics and Inventory Management

• 

  Metropole Automobile Innovations Pvt. Ltd.

  Jun 2015 - Dec 2015

  Manager- Operations

  ● Metropole is a Gurgaon based advance automobile solution provider● Responsible for ensuring effective and efficient working across different departments at Gurgaon Head office. ● Involved in Franchisee development for NCR region.

• 

  Bank of America

  Dec 2015 - now

  Accomplished professional with a track record of successfully on boarding and managing a team of 30 personnel for a newly migrated process. This involved overseeing vendors responsible for handling monthly statement requirements for HNI clients and the Merrill Lynch Managed Solutions group line of business.As a leader, I am responsible for the team's daily operations, performance reviews, and providing guidance and motivation through effective coaching and mentoring techniques. I conduct regular one-on-one meetings, huddles, and team meetings to ensure sustained performance improvement.I have developed and coached associate competencies, conducted performance reviews and appraisals, and built productive teams. Additionally, I have been part of the core team managing corporate audits at the process level and have been responsible for business continuity plans, quality check methodology, and annual SOP reviews.In terms of metrics and governance, I manage monthly key performance indicators (KPIs), risk scorecard metrics (RSA), resource utilization at the group level, and post-governance reviews. I also handle monthly billability metric reporting for the unit.Adherence to service level agreements (SLAs), compliance policies, and internal guidelines is a top priority. I actively drive standardization, automation, and process improvements. I have led projects and facilitated knowledge transfer for the entire group, ensuring up-to-date process knowledge. Additionally, I have designed and implemented operating guidelines and process efficiencies.As a single point of contact for line of business (LOBs) and other critical stakeholders, I maintain strong relationships and ensure effective communication. Show less Accomplished leader who has successfully managed a team, ensuring adherence to service level agreements by resolving service requests promptly and accurately on a daily basis.Responsibilities include effective staffing, work allocation, and ongoing management of work-baskets to meet assignment and case deadlines. Prepared monthly management information system (MIS) reports, including capacity and productive utilization of the team, monthly scorecards, process knowledge test scores (PKT), and operational risk management (ORM).Conducted knowledge sharing sessions to disseminate process-level updates and address any issues. Collaborated with Risk & Compliance partners to conduct periodic reviews of procedures and ensure compliance with regulatory guidelines.Regularly communicated with leadership teams, providing reports on team and individual performance, highlighting achievements, addressing issues, and implementing action plans. This communication occurred on a daily, weekly, and monthly basis.Identified and managed risks, working closely with Risk partners to mitigate potential risks. Show less Experienced Subject Matter Expert and trainer, responsible for providing training and support to new joiners and associates who are not meeting team standards.Facilitate the transition of new processes and work types, ensuring the team is equipped with the necessary skills and knowledge. Maintain regular communication with counterparts in the Home Office, Branch Office, and external firms to address urgent or escalated issues and ensure seamless resolution.Identify opportunities to streamline processes and collaborate closely with the Tech with Ops team to eliminate non-value-added steps, resulting in improved efficiency.Oversee various quality controls within the work type to ensure accuracy and manage risk. Conduct audits for the Line of Business and prepare monthly dashboards for reporting and presentation. Show less

  • Manager

    Feb 2025 - now

  • Assistant Manager

    Mar 2022 - Feb 2025

  • Team Lead

    Jul 2019 - Mar 2022

  • Team Developer

    Dec 2015 - Jul 2019