Cbse Air Force
Resume:
Anuradha Mondal
A-**, Shanta Niketan Society, Bhau Patil Road,
Bopodi, Pune-411020.
*************@*****.***
BFSI professional with 15+ years of experience of managing processes for Australian and New Zealand BFSI firms with interests in project piloting, process improvement and project management.
EXPERIENCE
Mar’14 – Present TATA CONSULTANCY SERVICES Pune
Business Process Lead
The business process was taken over by Tata Consultancy Services from AXA Business Services.
• Organized training for new joining team of 14 members and conducted cross training for the team for 2 months.
• Performed Accreditation of the same team of 14 members for New Business, Withdrawal and Payments.
During September 2014, based on performance and tenure, was commenced to go to Auckland, New Zealand to receive process training for 6 weeks which would eventually be cascaded back to newer team members at the Pune office.
• Formed a 6 members’ team for Indexing of 6 different products after coming back to India.
• Organized training for new 6 members’ team and accreditation.
• Commissioned continuous Quality assessment for the entire team of 6 members.
• Allocated work to 4 different teams with 7-8 members in each team.
• Prepared and shared EOD Reports for the Indexing team that evaluated the work volumes, productivity and TAT to be met for the team.
• Prepared and shared weekly Error Analysis to both Onshore and Offshore Managers as per the WBR and MBR, to maintain quality, to check challenges if any and to provide ongoing feedback to the team members.
• Prepared and shared monthly Cancellation Report to both Onshore and Offshore Managers to analyse requests as per MBR.
• Prepared and shared monthly Hand off Report to both Onshore and Offshore Managers analyse failed request, its cause and work towards reducing them as per MBR.
• Organized calls from or for Onshore (as per requirement).
• Achieved all the targets within the timeline successfully and received appreciation from Onshore team for overall performance.
In May 2018, moved from Insurance domain to Banking domain.
• Organized training and accreditation for New Business for a team of 16 for 7 months pertaining to vast process, AML and KYC.
• Formed a Quality Team of 6 including myself, to maintain mandatory end to end QC of New Business.
• Improvised SOP (Standard Operating Procedure) for New Business pertaining to the identified need of individualization for customers. Created a unique checklist system for different types of customers catering to their needs which was then approved by Onshore team.
• Organizing calls from or for Onshore (as per requirement) for updates and clarifications on the process.
• Achieved all the targets within the timeline successfully and received appreciation from Onshore team for overall performance.
In Feb’ 2020, got selected for new migration project for Mailbox Process.
• Maintained and handled work solely for 6-7 months, handling various types of Mailbox queries and requests for customers and advisers.
• Created a team of 2 and organized training and accreditation for 3 months.
• Prepared and share EOD Report (including Onshore) evaluating work volumes, productivity and TAT for the team.
• Organized calls from or for Onshore (as per requirement) for updates and clarifications on the process.
• Achieved all the targets within the timeline successfully and received appreciation from Onshore team and Customers.
Oct’06 – Feb’14 AXA BUSINESS SERVICES Pune
Business Specialist
• Managed the task of daily work allocation for a team of 25.
• Handled deals with New Business to policy issue, funds withdrawal and payment transfer with varied timelines.
• Performed ongoing Quality Checks for 25 team members as per the process mandate.
• Authorized Payments and Withdrawals for all customer account transfers.
• Maintained volumes and TAT by cross training for Bharti AXA Insurance.
• Handled the responsibility of issuing policies to new customers.
• Completed Non-Medical Underwriter (up to 10 lacks).
• Organized training and accreditation for 10 members for 2 months. Sep’05 – Sep’06 IBM DAKSH PVT. LTD. Pune
Customer Care Executive
• Handled calls for Airtel Customer Service from Mumbai customers.
• Promoted as Floor Walker in Dec’2005 (help the executives for any queries while they are on call).
• Shared daily updates with the team.
• Updates daily reports for the entire team.
• Promoted as Escalation Desk Handler in Feb’2006.
• Prepared and shared EOD Report for 30 team members to evaluate the volume of calls handled by them.
EDUCATION
2002 – 2005 St. Mira’s College (Pune University)
Bachelor of Commerce in Business Entrepreneurship, June 2005 2000 – 2002 St. Mira’s College
HSC (12th Commerce), April 2002
1999 – 2000 Balniketan Air Force School
Matriculation (10th grade) from CBSE Board, April 2000 SKILLS, - Typing 30 WPM
STRENGTHS - Punctuality & Persistence
& CORE - Banking & Insurance
COMPETENCIES
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