Service Associate Customer

Payal Tharwani

Boston, MA 617-***-**** ***************@*****.***

EDUCATION

Jan 2023 - Master of Science in Financial Management from Boston University, Boston Jan 2019 - Master of Business Administration from Institute of Technology & Management, Mumbai May 2004 - Bachelor of Commerce in Accounting from Mumbai University, Mumbai WORK EXPERIENCE

Operation Manager - Boston University, Boston, United States Sep 2021- Dec 2022

• Perform tasks with students related to Operation work in Boston University during Events, Orientations, Matches and Concerts.

• Handle day to day challenges with a proactive approach and adhere to standards of operations established for the events.

• Maintain a professional, flexible, "can-do" level of service.

• Interact and coordinate with other events managing staff in conducting special event programs. Assistant Vice President - HDFC Bank, Mumbai, India May 2019-Jun 2021

• Engaged in business/client base, deepened relationships and wallet share with existing clients and adding new clients.

• Managed Operations, responsible for identifying any unusual or potentially suspicious transaction activity and report and/or escalate in accordance with corporate policy and guidelines detailed in relevant operating Bank procedures.

• Building strong working relationship with external clients, internal business partners including Sales, Structuring & Trading, Risk counterparts, Legal and Audit Function.

• Undertaking regular exposure analysis including internal stress testing and Risk Monitoring of performance.

• Preparing portfolio reports and reviews, including analysis of OTC and exposures, any counterparties of concern and other pertinent risk issues.

• Analyse management in the implementation of new policies and procedures, participate in projects through online line platforms.

• Implemented established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws, regulations, KYC and AML documents for all clients on a regular basis.

• Mentor and guide talent development of direct reports and assist in hiring talent.

• Worked closely with key business stakeholders, including but not limited to business and operational teams, Legal, Compliance, Business Management, Project teams and Technology on fulfilling responsibilities of the Client Onboarding team and implementing the business strategy. Vice President - IIFL Wealth Management, Mumbai, India Sep 2017-May2019

• Engaged in business/client base,deepened relationships and wallet share with existing clients and adding new clients.

• Supporting continuous learning and development on all financial products,Operations and policies.

• Assist with client call preparation by creating relationship review materials, pitch books, account plans and conducting customer research.

• Updated with new Tools (CRM Next, Tableau, Salesforce) to track indicators such as volume and productivity.

Assistant Vice President - HDFC Bank, Mumbai, India July 2007-Aug 2017

• Developing and ensuring operational processes applied consistently by reporting and identifying KPIs, trends, and Scorecards.

• Leading and supporting a growing team, establishing expectations, assigning projects, training, mentoring, and coaching for success.

• Develop long-term client relationships with credibility founded on a detailed understanding of operational data and processes.

• Recommend Products and services based on knowledge of client and daily operating behaviours.

• Identify opportunities for process improvement and risk control development and escalates issues to senior management

Customer Service Associate - Standard Chartered Bank, Mumbai, India Sep 2005-May2007

• Managed an existing book of business providing exceptional service to our clients.

• Acts as a point of contact for clients, client teams or service partners and may act as an escalation point for complex client implementation and servicing issues.

• Ensure timely completion, quality and compliance within the operation area.

• Leverage interpretation of policies, procedures, and compliance requirements. CERTIFICATION:

• Completion of MET100 Project Management from Boston University.

• Completion of ADR100 Certification Applied Business Analytics from Boston University. AWARDS and ACHIEVEMENTS

• Received cash award for the Best group Presentation for Financial Accounting in Boston University

• Received International Awards in Bali, Beijing, Paris and 5 Domestic Indian Trips for Overachieving Targets in HDFC Bank, India

• Got 3 Promotions with HDFC Bank during the tenor of 10 years with HDFC Bank, India

• Won Best Head Relationship Banking Award pan India in HDFC Bank, India

• Won Best Relationship Manager Award pan India in HDFC Bank, India

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