Aakansha Jaiswal
Haryana,HR
Summary
Complete understanding of Operations Profile with consistent record of delivering results in growth, operational performance and excellence Sound Knowledge in Quality Assurance Function and reporting Stakeholder management and Effective Communicator with good presentation skills and abilities in leading cross-cultural teams and establishing relationships Sound knowledge of MS Office skills Expertise in managing end to end Learning and Development Lifecycle, Content Management, Execution and Delivery, Stakeholder Management and Communication Specialisation in Training Delivery, job specific pre-requisite training courses, refreshers and cross skilling, etc Showcased excellent aptitude in impacting performance across level of associates, effective training program in alignment with process objectives Previous experience in Process-Set up and Management (LSQA processes) and in Process Transitions Excellent Team Management and Leadership Skills Experienced in Operations, Training and Development and Update Management Good in Analytics and Proficient in Business Operation Routines Understanding of Risk and Compliance Self-driven, Attention to detail, result-oriented and approachable
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Experienced with strategic planning, team leadership, and operational management. Utilizes comprehensive business acumen to drive efficiency and innovation. Track record of fostering collaborative environments and achieving high-impact results.
Professional business leader prepared for challenges of Senior Manager role. Combines deep understanding of business operations with commitment to driving team success and achieving significant results. Renowned for adaptability in dynamic environments and collaborative approach to problem-solving, leveraging keen analytical and decision-making skills.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Senior Manager
AMAZON
05.2022 - Current
- Currently associated with AMAZON as Senior Manager – Operations
- Overall Span size : 150-200 (includes associates, SME's & Mangers)
- Develop and implement customer service policies and procedures.
- Excels in managing team for successfully attaining SLA metrics, effectuating process enhancement initiatives as well as supporting clients in streamlining processes
- Adroit in formulation of modules for quality initiatives and Compliance Audits
- Ability to support and sustain a positive work environment that fosters team performance
- An effective communicator with strong leadership, relationship management, coordination and Data management skills
- Analysed customer data to identify opportunities and improve relationships.
- Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.
- Streamlined operations to consistently deliver on targets.
- Provided organisational leadership and established business vision to achieve sales, profit and revenue goals.
- Hired and evaluated associates and management staff to add to workforce and meet demands.
- Fostered positive relationships with customers to maximise satisfaction, retention and experience.
- Provided leadership to develop business plans and promote organisational vision.
- Implemented operational strategies to build customer loyalty and retention.
- Oversaw employee recognition programme to encourage professional development and high performance.
- Create, manage and develop a world class customer services team handling incoming calls, order processing, quote & complaint management
- Work collaboratively with customers to ensure goods are flowing through UA's and customer’s supply chains efficiently and timely as possible
- Provide leadership and build talent for direct and indirect reports to achieve operational excellence
- Continually monitor and analyze call center performance making changes when necessary to achieve call quality expectations
Manager Anti Money Laundering & KYC
Bank Of America
05.2019 - 05.2022
- Be a change agent: Improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results. Analyze and streamline processes to measure and manage operating costs. Improve existing product quality feedback loop to ensure product issues are communicated to the quality team efficiently
- Manage call center staff, Team leaders, and Trainers to achieve operational excellence
- Manage Outbound and Inbound call to/from Financial centres excutives
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
- Managed team by offering support and constructive feedback to improve skills and maximise potential.
- Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
- Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
- Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
- Oversaw employee recognition programme to encourage professional development and high performance.
- Evaluated employee skills and optimised assignments to best use individual talents and knowledge.
Assistant Manager Trade Surveillance
Bank Of America
06.2018 - 05.2019
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
- Developed long-term training strategies for new and existing employees across multiple departments.
- Oversaw employee recognition programme to encourage professional development and high performance.
- Helped senior management plan and carry out daily operations and meet key objectives.
Asst. Manager Quality Assurance (Mortgage Servicing)
Bank Of America
05.2015 - 05.2018
- Recruited high-performing and accomplished team members, nurturing talent to develop skilled and capable workforce.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising staff to continually achieve and exceed expectation.
Asst. Manager -Fraud
Bank Of America
12.2013 - 05.2015
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Inspired and managed teams in operational improvements, increasing overall productivity.
- Remained knowledgeable in latest guidelines and best practices to ensure delivery of regulatory compliant service.
- Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
Team Manager- MBNA Collections
Bank Of America
06.2009 - 12.2013
- Managing team of 35 people enaged in :
- Reviewing and evaluating delinquent accounts, determining appropriate actions to be taken in accordance with company policies and legal requirements. Communicate with customers regarding their outstanding debts, negotiating payment plans, settlements, or other resolutions.
- Responsible for the attainment and maintenance of established service standards
- Ensuring agreed service levels and targets are achieved, Proactive Dispute resolution and early warning signals to reduce complaints
- Identifying the gaps in collections by conducting RCA of the complaints and Tracking the gaps to closure
Education
B.com - Accounts Hons.
Patna Women's College
05-2005
10+2 - Commerce
B.D Public School
03-2002
Skills
- Data Management
- Operations Management
- Quality Control/Quality Assurance
- Training & Development
- Performance Management
- Team Management
- Global Compliance-Trade Surveillance
- Anti Money Laundering & KYC
- Collections
- Customer Service
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Troubleshooting and problem resolution
Certification
- Advanced Anti Money Laundering & KYC certified Bank Of America
- Governance, Risk & Compliance and Data requirements certified Bank Of America
- Advanced Derivatives Certification certified Bank Of America
LANGUAGES
English
Hindi
Timeline
Senior Manager
AMAZON
05.2022 - Current
Manager Anti Money Laundering & KYC
Bank Of America
05.2019 - 05.2022
Assistant Manager Trade Surveillance
Bank Of America
06.2018 - 05.2019
Asst. Manager Quality Assurance (Mortgage Servicing)
Bank Of America
05.2015 - 05.2018
Asst. Manager -Fraud
Bank Of America
12.2013 - 05.2015
Team Manager- MBNA Collections
Bank Of America
06.2009 - 12.2013
10+2 - Commerce
B.D Public School
B.com - Accounts Hons.
Patna Women's College