Babita Paul
Tel: +91-991******* email: acuy04@r.postjobfree.com
Seeking a leadership role to utilize my skills and abilities in an organization of high repute that offers professional growth and stability while being resourceful, innovative and flexible
PROFESSIONAL VALUE OFFERED
Operational Leader with broad experience in Retail Operation. Over 6.4 years of experience in the banking sector encompassing Transaction services, training and customer services.
Expertise in representing the process before the higher level management.
A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams that can conquer any obstacles
Deftness in setting out quality standards for various operational areas, implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA.
Evaluating and mitigating the risks in the business to protect the bank and the customers.
Excellent communicator; business and financial acumen to communicate effectively with client executives and their respective teams & problem solving skills with distinguished abilities in leading teams for developing procedures and service standards.
KEY COMPETENCIES
People Management ~Planning & Strategy ~ Time Management~ Project Management ~ Business Analysis ~ Financial/Operational Risk ~Stakeholder Management ~ SLA Management ~ Operations Management ~ Process Improvement ~ Training~
PROFESSIONAL EXPERIENCE
WNS, PUNE Aug 2015 till Date
Assistant Manager Training
Team: RA (Revenue & Accounting) Training
Roles & Responsibilities:
A vertical process trainer aligned with 6 international F&A accounts within Travel vertical.
Training delivery – Soft skills, behavioural and F&A (Finance & Accounting) domain, Accounts Payable (AP), Accounts Receivable (AR), General Ledger (GL)- Plan, coordinate and conduct classroom programs or on-job instructions as per requirement. Vertical and client induction with training delivery methodologies such as ILT, WBT
Training interventions - customized trainings and designing PDPs (Personal Development Plans)
TNI (Training Needs Identification) / TNA (Training Needs Analysis) and Training Calendar - Liaison with Operations and other functions to identify training needs and schedule relevant interventions.
Create SOP for training process, OJT/Nesting process and formulating training plan. Assisted in content development activity & E-Learning instructional design
Plan and execute Training calendar for various “Training related programs”.
Continual (monthly/quarterly) execution of PKTs (Process Knowledge Tests) and analysis for 6 accounts
Facilitating and observing the entire Knowledge Transfer process right from new hire inductions, pre-process training, trainer’s observations and feedback, to completion of process training and trainees’ assessment
Process Compliance and Reporting- Ensure Process Compliance awareness at stores. Timely submission of MIS as required.
ANZ Bank, BANGALORE May 2009 to Jan 2015SME (Subject Matter Expert)
Team: Reconciliation Team 27th May 2013 – 16th Jan 2015
Roles & Responsibilities:
Manage and monitor the reconciliation of 13 accounts in order to achieve agreed SLAs (Service Level Agreements).
Proactively identify 4 process gaps in the process and place internal controls to mitigate any operational risk.
Providing training to individuals/group performing reconciliations & Conduct monthly refresher trainings to be on top of updates, Establishing staff are competent, adequately trained and supervised
Build long term relationships with key stakeholders across business with the aim of sharing best practice and understanding change impacts
Driving the team towards Drive Zero (defect free processing) by highlighting on quality and reduced error rate from 53 team error in 6 months 2013 to 15 errors per 6 month 2014.
To resolve enquiries of missing deposits, periodic payments, dishonour of bank cheques, fast deposits, unclaimed Monies, card enquiries, credit card adjustments, general ledgers.
Documentation of reconciliation responsibilities and processes;
Maintenance of a complete listing of accounts being reconciled;
Ensuring quality assurance standards and processes are in place and issues are escalated
Reporting on reconciliation completeness, issues and ageing;
Understanding reconciliation processes, including escalations and reporting
Completion of period attestation on items.
Additional Responsibilities
Handled some of the Production Lead activities of Work allocation, State of Play, SOD, EOD reports closure.
Ensuring all Service Level Agreement is met with effective work allocation of the team.
Ensuring stable productivity is contributed by the staff.
Forecasting and Planning Volumes and Productivity, actively participate in weekly load and variance meeting.
Conduct RCA (Root cause Analysis) session to reduce the errors & providing feedback and coaching to the staff.
Officer: Reconciliation
Team: Reconciliation Team 15th Jan 2011 – 27th May 2013
Roles & Responsibilities:
Reconcile accounts of 750+ branches spread across Australia, Investigate outstanding value and follow up with ANZ Branches and Departments to closure
Taking responsibility of quality and timeliness of work..
Investigate, reconcile and maintaining various Carloan/Cards general ledger accounts.
Investigate, identify reject reasons, and refer to multiple systems for resolution.
Resolve enquires within approved decision making authority
Use of balance sheet ownership principles in daily reconciliation
Analyst
Team: Statement Management Team 18th may 2009 – 15th Jan 2011
Roles & Responsibilities:
Providing Replacement credit cards with new image ID
Have primary responsibility to action urgent and non-urgent Replacement Statement requests in the CARBe Statements queue.
Registering customer online through Internet Banking.
Maintaining Dormant Account and also notifying stakeholders for sudden activity
Accomplishments:
An Outperformer/Strong performer throughout my carrier..
Well appreciated by the senior management for the team presentation given to our Leaders and visitors.
Got Trendsetter award for various months as an analyst.
Awarded Best SME for the first quarter 2014 – 2015 for Training the team well
Appreciation from stakeholder and account controller :
For handling timely escalation & showing prompt understanding of the issue by resolving the query in Esanda Vehicle loan GL account (Sep 2012)
For portraying excellent skills in investigation of imbalances worth $236,500 in GL accounts which was not resolved for 45 days (Jan 22-01-2014).
Identification of fraud bank cheques totaling up to for $ 145,7500: proactively picking and chasing up on time (Oct 2012, Nov 2013, Jan & Nov 2014 )
Was part of a project to reduce rejects where 15,000 entries per day were reduces to 60 entries per day with help of BI team.
Was instrumental in increasing the up-skilling ratio for the cards reconcile group & cross skilling in 7 different process.
Achieving more than 100 % productivity on daily as well as monthly basis as an Analyst.
1. Reduce Wait time & Do more to customer:
Action: Identified and implemented processed which reduced the waiting time for customer to get debit in his card
Result: Reduced the wait time form 3 days to 2 days
2. Macro
Action: Worked with BI in building a macro within 3 hrs to tweak in the existing marco to suit the current requirement
Result: Processed 12000 rejects within 3 days and saved 414 hours of manual processing.
3. Process improvement
Action: Extracted data from TSOD and provided required details in a spreadsheet to assist the posting team to reprocess the transactions
Result: Saved 13 hours of report look up and effectively used the processing time.
4. Lean:
Action: Changed the process of weekly and monthly account review from hard copy to soft copy
Result: Saved 2000+ papers per month
Extracurricular
Awarded as best Team Leader by Janagraha (Bangalore based NGO) for leading a team of 20 people, and successful in creating awareness among housewives and kids about “Waste management” in 3 months program; year 2008.
Organized a G.K Quiz for the Transaction Department(India Vs Australia) August 2009
Being a part of Communication crew of the department, initiated a newsletter called “Transcolours” in 2010 & “Recs & DE newsletter” 2012
Initiated a monthly interaction form called “Masala Tea” for team members 2012
Being a part of “FUN-POPPERS”, organizing monthly fun activities at the Department level 2011-2015
CORE COMPETENCIES
Operations Management
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize business excellence
Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process
Client Relationship Management
Managing service operations for rendering and achieving quality services, providing first line customer support by answering queries & resolving their issues and ensuring minimum TAT
Assessing the customer feedback, evaluating areas of improvements, providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices
SLA Management
Conducting root-cause analysis and taking preventive measures for repeated escalations as per the SLA
Creating awareness for driving the projects, process improvement strategy & methodology
Key Projects #1: Learning & Development
Establishment and running of a robust learning need diagnostic process for client trainings Operations.
Training Need Identification… linking to PDP and goal sheet, Analysis & Training Calendar
Analysis of Objectives of Trainings and result expected – Return on Investment.
Coordinating with Firm function training team and looking at imparting training like soft skills, presentation & finance and accounting training
TECHNICAL CERTIFICATIONS & TRAININGS
Certification on Yellow Belt Six Sigma (Year 2009-2010)
Certification on Certified Customer Service Professional at ANZ Bank
WCT (WNS Certified Trainer)
Attended managements trainings like: 6 thinking hat, Mastering 5 behaviors of achievers, Influencing skills, Negotiation skills, Stakeholder Managers.
PROFESSIONAL & ACADEMIC CREDENTIALS
PGDBA (Marketing and IT) from Mount Carmel Institute of Management Bangalore, 2009
B.Com. from Lucknow University – Lucknow 2006
COMPUTER SKILLS
Well versed with MS Office Suite (Visio, Word, Excel and PowerPoint), Outlook Express, Windows 9X / 2000 / XP / Vista
PERSONAL INFORMATION
Address: E-404, BPTP Princess Park, Sector 86, Faridabad, Haryana-121006.
Languages Known: English, Hindi and Bengali
Date of Birth: 3rd August, 1985
Marital Status: Married
Nationality: Indian
Babita Paul