Ranvir Sandhu

Experience

• 

  HSBC

  Jul 2016 - Jul 2017

  Operations Analyst

  - Key member of a global fintech team, focusing on delivering customer operations to help administer change management within the company. This was carried out through developing software and applications to improve customer experience as well as implementing major strategic transformation projects.- Acted as team lead in managing the development of an application for sales teams globally to aid the tracking and measurement of sales activities. In addition to this, providing constant support, training and guidance to peers when required.- Integral role as Project Manager in the global migration from Lotus notes to Outlook email. This involved a daily- Providing quality assurance through regular testing of mobile technology available to employees (Apple, Samsung& Android).- Strong focus on risk analysis in terms of reviewing specific technology. Additional time spent focusing oninterpreting data before final roll out of product.- Supported the global implementation of new ‘BlackBerry Work’ applications.- Providing customer support and technical solutions when faced with staff queries. Show less

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  Santander Corporate & Investment Banking

  Sept 2018 - May 2022

  - Worked with each department and the various business units to provide support, advice and guidance on appropriate risk management framework, policies and procedures, whilst facilitating the business in identifying, assessing and managing risk within the business, meeting the standards set and regulatory requirements.- Conducted investigations following a risk or disruption event and manage remedial actions through to completion.- Performed independent reconciliation of the Bank’s monthly accounts and identify any issues for investigation.- Investigated control failures whilst promoting the robust compliance & risk awareness culture of the Bank. Show less - Validating and certifying market data used for Valuations and Risk reporting across a wide level of asset classes.- Conducting analysis and project scoping for Murex FXFI Integration and facilitation of project workshops andprocess mapping for business and functional requirements.- Supporting the business case development for an automated workflow systems to reduce risk, improving auditand automate manual processes.- Writing and designing process maps using Microsoft Visio to visualise the downstream trade flow betweensystems.- Participating in the year-round end-user control (EUC) review of processes and handling internal and externalaudit requests. Show less - Use of Santander’s internal transaction reporting hub to enable timely, accurate and concise transaction and trade reports.- Providing front line support for a range of global Front-office systems including Murex, Wall Street and Global 1 whilst identifying change management.- Acted as an initial call on incidents and front office training issues. Experienced in problem management processes, root cause analysis, reporting and toolsets (Remedy & ITIL), for senior management escalations.- Identifying downstream issues within Electronic Trading Platforms and associated trade flows whilst amending batch delivery to allow accurate communication to be delivered to affected business areas.- Managing issues that potentially lead to risks to reporting via JIRA raising, monitoring and auctioning manual controls.- Experience with using a variety of back-office tools and programming software to conduct technical analysis on various essential risk deliverables e.g. valuation changes with the use of SQL & Unix. Show less

  • Risk Control Analyst

    Mar 2021 - May 2022

  • Market Risk Analyst

    Aug 2020 - Feb 2021

  • Front Office Technical Analyst

    Sept 2018 - Aug 2020
• 

  Own Company

  May 2022 - Oct 2024

  - Played a key role in driving business value for customers within Own - through retaining and growing accounts by driving adoption and growth strategies to help customers maximize their investment.- Maintained a strong ability to explain a variety of technical concepts to audiences clearly and concisely with excellent presentation skills.- Developed, monitored, and reported on dashboard metrics to measure overall customer health.- Established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies.- Supported the development of training and education materials whilst also overseeing customer onboarding, thus establishing, and ensuring a more seamless transition of customer confidence and ease in use of the products and services. This overall also reduced the learning curve and increased customer loyalty. Show less - Developed relationships with key business and IT stakeholders acting as an expert on a customer’s implementation by understanding their top business goals and priorities whilst working under pressure.- Navigated, escalated and led efforts on complex customer requests or projects involving multiple parties and enterprise systems on a daily basis as well as completing Demos of the product catalogue to prospects.- Assisted clients with executing regular maintenance activities (e.g., root cause analysis, troubleshooting technical questions and a wide variety of issues as well as product onboarding).- Helped customers achieve their business goals and outcomes by providing timely, proactive recommendations benefiting customers’ ongoing usage of Salesforce and OwnBackup products.- Attained a Trusted Advisor status with both key business and technical decision-makers.- Led DR planning activities and provided relevant technical recommendations on solutions to customers’ businessneeds in this area.- Forewarned customers of technology changes or potential disruptions to their service and advise on mitigationstrategies and actioning data drills, chaos testing and disaster recovery planning.- Participated in issues and acted as an advocate for customers during the triage and resolution of high severitycases, driving business reliability and customer satisfaction.- Identified and collaborated with internal teams to ameliorate renewal risks for both license and success planssubscriptions. Show less

  • Customer Success Manager

    Aug 2023 - Oct 2024

  • Associate Technical Account Manager

    May 2022 - Aug 2023
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  Odaseva

  Oct 2024 - now

  Senior Customer Success Manager