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[QUOTE=Guest-IJT;133096][b]Name [/b]: SwethaVijay
[b]Email [/b]: swethaayre AT yahoo.co.in
[b]Designation / Skillset[/b] : Manager - Operational Risk

[u][b]Resume[/b][/u] :
[b]Professional Summary [/b]:
- More than 10 yrs of work experience in Banking and BPO Industry.
- Experience includes Transitioning, Project Management, Operations, Client Management in the International Collections, Transaction Processing, and Customer Service & Risk Reporting.
[b]Core Competency [/b]:
- Quality and performance improvement
- Problem solving and decision making abilities
- Ability to create new avenues
- Expertise in handling teams in BPO Industry
[b]Achievements [/b]:
- Business champ out service award for coordinating and implementing incentive scheme across Consumer Banking
- Business Champ – People award-This is awarded for the team engagement activities done for one quarter along with BAU.
- Have been identified by management as High potential.
- Consistent Recognition for the best team on the floor in HCL Technologies.
- Part of the core team that works on pilot campaigns in HCL Technologies
- Client interactions and Project Operations;
- As Team Leader/Account Manager have successfully led the team to meet and often exceed Client expectations.
- Successfully transitioned a mortgage campaign from the Noida center to the Chennai centre.
- Have received Accolades and excellent feedback from Customers and the organizations that I have involved myself with, for my performances at various levels.
- Customer service Award for Outstanding Quality Service from the Client – Office Depot.
- Star of the month award - Feb 2001 (GECIS). The award is given based on the performance.
[b]Personal Skills [/b]:
- Quickly Build and Manage Excellent People Relationships
- Creative and intuitive Skills with Practical outlook
- Integrity and passion to make substantial and sustainable improvements in efficiency, productivity and cost performance
- Mentally structured to work under Pressure and Multiple Deadlines..
[b]Education [/b]:
- Bachelor of Commerce-Asan Memorial College of Arts & Science April ‘2000
[b]Certification [/b]:
- GNIIT from NIIT Chennai.
[b]Training [/b]:
- PMP – Training certification completed through Astrowix.
- ROK & ROL - Training on Operational risk and its importance.
- Leadership essentials program conducted by Scope has been successfully completed.
- Underwent Leadership and Personality development program through On-Trace.
[b]Professional Work Experience [/b]:
Scope International Pvt. Ltd Jan ’06 till Date 
Manager – Operational Risk & Reporting Mar’ 2010 till Date
[b]Responsibilities [/b]:
- Currently run the Operational Risk Team as Manager - Operational Risk, MIS & Reporting.
- Coordinate with business heads to ensure all risk issues are captured and updates are shared with Management.
- Ensure all open items highlighted as part of QA and PRA are followed up and closed
- Highlight risk issues as part of reviews
- Check if Internal control checks are done as per prescribed policies and exceptions are highlighted to respective country BORM’s.
- Analyze the exceptions identified and suggest process improvements if any.
- Increase Risk Awareness through Basic training on Operational Risk
- Assist the Training team to Conduct Risk training sessions
- Responsible for success of Business continuity tests as well.
Manager-Operations Nov’ 07 till Mar’ 2010
- Managed a team of more than 35 members with 4 Team leads directly reporting into me.
- Responsible for managing Singapore and Hongkong Financial processes. Processes cover Wealth management products like FD’s/ Payments / Savings account and current accounts.
- Ensure SLA’s and TAT is met on daily basis.
- Monitor team’s productivity to ensure CUR is more than 100% for the team on a daily basis.
- Explore possibilities to see if processes can be simplified to ensure better process management resulting in cost save or better risk management.
- Ensure the team and self is completely involved in projects / migrations initiated.
- Successfully migrated processes from Singapore and have had the opportunity to travel to Singapore for migration.
- Analyze team reports and recommend for changes wherever required.
- Ensure Training needs are identified for staff and the same is shared with training team.
- Create Back up’s for critical resources in the unit.
Manager – Transition Jan’ 06 – Nov’ 07
- Explore and identify new process migration opportunities within Consumer Banking across countries.
- To prepare project feasibility reports and also get Cost Benefit analysis done for potential migrations.
- To prepare project Implementation plan with details of all resource requirement / dependencies and timelines.
- Ensure daily monitoring, reviewing and follow-up of processes being transitioned and processes to be migrated.
- To report on a periodic basis the progress on various migrations that are in pipeline
- To ensure all migration projects meet their timeline targets and documentation completed as per the Group standards.
- Supervise the MIS function within Consumer Banking and ensure all the requirements for MIS are met in timely manner with utmost accuracy.
- Consolidation, analysis and timely reporting of Incentive data across units in CB. Identify gaps in the project and report the same to Function managers for closure.
- Track customer complaints received from countries on a daily basis and send to the same to the line manager for resolution. Time-stamp each complaint and record the resolution owner.
HCL Technologies BPO Services Ltd Feb ’03 till Jan ’06 
Team Leader
[b]Responsibilities [/b]:
- Have had the opportunity to handle multiple processes like US, UK & India based collections, Transaction Processing, Inbound & Outbound Voice Processes (Customerserivce) and remote transitioning.
- Lead, support and manage a team of 25 agents and the day-to-day activities of the team
- Provided End-to-end solutions and complete ownership of processes and technologies
- Lead and worked on special assignments
- Define and implement common and consistent Productivity procedures and metrics as well as policies and practices for the Outbound and Inbound function.
- Making sure the SLA’s are met on a daily basis
- Rostering for the Shift
- Conducted Performance Appraisals for the Agents.
- Relationship and Account Management.
- Monitoring, Motivating and managing the team associate and give timely feedback.
- Joint Call Calibration, Customer Information Management, Client Interaction
- Plan, Budget, Track reports on Call Centre activities to the Management
- Develop strategies that would motivate employees and enable retention
- Preparation of MIS reports on the productivity.
- Interact with the clients due diligence team for better process performance and improvements.
ICCS Pvt. Ltd. Aug ’02 Till Feb ’03 Customer Contact Representative
[b]Responsibilities [/b]:
- ICCS a start-up focused on Customer Contact Solutions of International standards was
- Selected by the expatriate Management to be responsible for designing and development of an
In-house project
GE-Capital International Services Oct’01 till July ’02
Process Associate
[b]Responsibilities [/b]:
- Handling all customers who are under the category of Bucket1 till Bucket7.
- Certified on Fair Debt collections practices act. USA
- Based on performance moved to a new process SKIP collections.
- Familiar with Dialer Operations to handle different time zones.
- Active interaction with the credit bureau to get latest information about customers.
E-Serve Jan ’01 till Sept’01 Operations Executive
[b]Responsibilities [/b]:
- Responsible for Credit card reversals and everyday current cheques and PDC’s.
- Maintenance and Generation of Daily MIS
- Corresponding and Co-Coordinating with the internal collection Department for in-house training and quality.
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[b]More Information about this submission and submitter [/b]:-
___________________________________________________
[b]Submission ID  [/b]: 4347196
[b]Date & Time  [/b]: 8th Jul 2011 12:53 PM (UTC)
[b]IP Address  [/b]: 117.193.212.207
[b]Browser Info  [/b]: Mozilla/5.0 (Windows NT 5.1) AppleWebKit/534.30 (KHTML, like Gecko) Chrome/12.0.742.112 Safari/534.30
Predicted Country : India[/QUOTE]

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