Jackie Jose

Experience

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  GENPACT

  Nov 2006 - Nov 2019

  • Leading Voice & Non-voice operations teams of 80+ members, responsible for customer onboarding, KYC and underwriting of Unsecured Lending requests. This includes:Leading people managers and enable them to drive process efficiency, effectively manage client queries and customer escalations• Driving Process Improvement initiatives • Solving Process problems, data mining for root causes analysis• Preparing & updating Business Required Documents & SOP's• Collaborate with stakeholders to identify opportunity to achieve desired business priorities.• Managing workflow queues and daily activities• Team Performance ManagementPlanning leaves and drive schedule efficienciesPreparing Weekly & Monthly Business Performance Dashboards• Monitor Service Level Reports to scan for issues and variances to report concerns of the process Show less • Worked as a Business Consultant in Sydney (Australia) for a 10-week project to implement Unfair Contract Terms Regulation for a leading Australian Bank in 2016.• Assisted client in successful implementation of Key Stroke Automation in Personal Loan Origination Team in 2015.• Worked closely with the client to revisit and enhance communication templates of Personal Loans Team in Dec 2014.• Successfully completed Green Belt Project of reducing Unable to Process percentage in Personal Loan requests of a leading Australian Bank with a business impact of $77.7MM AUD in April 2014.• Partnered with client operation & product team for the recreation and improvement of the Personal Loan Application Form in Jan 2013.• Initiated and assisted the client for the establishment of a group mailbox to cater to escalations and fast track requests from customers or personal bankers in Personal Loans. Show less

  • Operations Manager

    Nov 2017 - Nov 2019

  • Assistant Manager

    Feb 2015 - Oct 2017

  • Team Lead

    Feb 2013 - Jan 2015

  • Process Developer

    Jul 2009 - Jan 2013

  • Process Associate

    Nov 2006 - Jun 2009
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  Divit Hospitality

  Nov 2019 - Mar 2023

  Head of Operations Quality & Brand Management

  • Established positive and effective communication among unit staff, organization and brand leadership, reducing miscommunications, and missed deadlines.• Identify and resolve unauthorised, unsafe, or ineffective practices.• Devised processes to boost long-term business success, increase profit levels and cost control • Implemented process improvement to shape organisational culture, optimize procedures for higher efficiency and help company evolve and grow.• Supervised operations staff and kept employees compliant with company policies and procedures.• Implemented strategies to enhance customer satisfaction.• Developed and maintained relationships with external vendors and suppliers.• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.• Directed initiatives to improve work environment, company culture or overall business strategy.• Implemented business strategies, increasing revenue and effectively targeting new markets.• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.• Implemented innovative programs to increase employee loyalty and reduce turnover.• Mitigated business risks by working closely with staff membersManaged purchasing, sales and marketing efficiently. Show less

• 

  NAB

  Sept 2023 - now

  Associate Vice President, Business & Private Banking - NAB Innovation Centre India

  • Enable team to be effectively living organisation values of TOFU, Excellence for Customer, Growing Together & Be Respectful• Improve performance metrics including productivity, utilisation and quality• Build strong relationships across teams and key stakeholders• Develop capability and highly engaged workforce• Embed a high-performance culture, including Individual Development Plans and Career progression• Assist colleagues with adherence to training plans & regular refresher sessions to maintain consistency in quality & performance• Lead team to achieve business and customer outcomes by effectively managing portfolio and strong communication with bankers for timely execution• Utilize data analytics and performance metrics to assess business performance and drive continuous improvement initiatives• Oversee customer relationship management ensuring exceptional service delivery and retention• Foster collaboration and manage cross-functional teams to achieve departmental goals• Ensure process compliance with banking regulations• Effectively communicate with both internal and external stakeholders to foster trust and transparency• Implement Key Performance Indicators to measure and enhance departmental performance. Show less