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Result oriented Manager with over ten years experience in Finance spread across Insurance, Trade Finance and Retail Banking, specialising in quartile uplift and experience working as Business Analyst in multiple projects.

Excellent interpersonal and team-management skills.

Work History

Oct 2012Present

Team Manager

Barclays Shared Services

Complaint Handling-Retail Banking

  • Was seconded to London as a BA to work with the development of a new excel based calcultor.
  • The project has projected benefits of c. GBP 24M
  • Worked as Lead Business Analyst for development of Back office productivity tool (BoPT). Created Design Document, Design Template, and Test Scenarios for implementation of BoPT automation tool. This tool reduced the effort to process by 15 FTE's amounting to saving of GBP 157,500.
  • Handled a team of colleagues in the bottom quartile and improved the team's quality scores from 74% to 91%. This led to the quality scores of the process improving to 92% from 88%. More than 60% of the team members moved into the next quartile.
  • Worked closely with onshore counterparts and completed a white belt project to reduce referrals that led to savings of GBP 63, 500 and brought down the number of referrals by 50%.
  • Provided innovative solution to QC feedback methodology that resulted in savings of GBP 10, 500
  • Led the testing and implementation of new Citrix platform for 250 users.
May 2010Oct 2012

Team Leader

TCS e-Serve Ltd

Customer Service-Trade Finance

  • Led the team to achieve team goals and customer satisfaction target.
  • Trained new recruits and minimised client escalations.
  • BENEcare Program: Migrated the process from onshore and redefined the parameters of the program to provide excellent customer service. Modified the strategy to identify target customer group and worked closely with the sales team to win strategic clients and to redirect their Letters of Credit thought he bank and utilise the services of the bank for end to end servicing of their trade needs.
Jul 2009Apr 2010

Statistical Associate

WNS Global Services Pvt. Ltd


  • Coordinated the activities of various teams to ensure optimal resource planning and utilisation and smooth flow of work.
  • Also audited the process for the effectiveness of checks and controls and compliance to operational and regulatory standards.
  • Was involved in the implementation of ISO 9001: 2008 and ISO 27001 ISMS standards

Apr 2009Jun 2009

Quality Representative

WNS Global Services Pvt. Ltd.

Audit and Compliance-Insurance

Set up the audit function in chennai. Audited the process for the effectiveness of checks and controls and compliance to operational and regulatory standards. Was involved in the implementation of ISO 9001: 2008. Zero Non Compliance found in the External Audits.

Apr 2008Mar 2009

Practice Coach

WNS Global Services Pvt. Ltd.

Individual Personal Pension-Insurance

Trained new hires on process, product and systems. Trained the team on updates and new products. Completed the training needs identification analysis and coached team members to perform better. Was the anti-fraud champion. Ensured awareness of fraud reporting procedures and adherence to the said procedures. Trained new hires on Anti-fraud and Anti money laundering procedures. Had 100% pass rate in the Mystery Shopping exercises.

Jan 2007Mar 2008

Quality Representative

WNS Global Services Pvt. Ltd.

Life and Pensions-Insurance

Ensured the team met the CSAT and quality targets. Trained new hires on process, product, Systems and Quality guidelines. Certified New Hires to the floor.

Jan 2006Jan 2007

Customer Service Advisor

WNS Global Services Pvt. Ltd.


Handled customer queries on Life Insurance policies for Policy Holders in the UK

Oct 2004Jan 2006

Customer Service Representative


Technical-Internet Service

Troubleshooting DSL connectivity issues for users in the USA Troubleshooting outlook and web mail




Nanak College Madras University

Specialization - Chemistry