Anand Kumar
Horamavu Bangalore
Summary
Operations professional with experience in Retail Banking and Lending Operations at Commonwealth Bank of Australia, supporting high-volume, customer-focused operational processes within defined SLAs and policy frameworks. Strong in reviewing customer requests with accuracy, applying sound judgement and risk awareness, and working closely with internal stakeholders. Demonstrates an analytical mindset by using operational data and dashboards to support quality, risk control, and continuous improvement.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Operation Team Member (Direct Lending)
Commonwealth Bank of Australia
Bangalore
07.2024 - Current
- Review and process lending-related customer requests with a strong understanding of operational procedures, documentation requirements, and product guidelines.
- Analyze customer chat interactions and request details to validate intent, identify discrepancies, and apply appropriate policy and risk checks.
- Deliver accurate outcomes within agreed turnaround times in a high-volume operational environment.
- Ensure strict adherence to policies, procedures, and compliance standards while managing operational and fraud-related risk indicators.
- Take ownership of work quality, ensuring first-time-right processing and minimal rework.
- Apply sound judgement by proactively identifying potential risks or incomplete information and escalating as required.
- Collaborate with Australian frontline teams and internal stakeholders to resolve customer matters efficiently.
- Use operational dashboards and reports (e.g., Tableau) to monitor performance trends, SLA adherence, and quality metrics.
- Provide floor support during expansion initiatives by assisting new team members with process clarification and reinforcement of quality and risk standards.
- Share continuous improvement suggestions to enhance operational efficiency and customer experience.
Operations Team Member (EDB)
Commonwealth Bank of Australia
Bangalore
05.2023 - 06.2024
- Managed customer enquiries and service requests through digital channels while maintaining professionalism and empathy.
- Resolved DIGI-related queries, supporting customers with digital banking journeys and issue resolution.
- Reviewed customer needs and provided accurate information aligned with banking policies and procedures.
- Met service quality, turnaround time, and customer satisfaction expectations in a fast-paced environment.
- Ensured compliance with data privacy, security, and operational standards.
- Worked collaboratively with team members to achieve shared performance goals.
eSupport officer (Technical Support Google Nest)
24-7 Intouch
2021 - 2022
- Provided technical support to customers across US and Canada markets within defined SLA and quality benchmarks.
- Investigated issues, delivered timely resolutions, and escalated complex cases when required.
- Strengthened analytical thinking, documentation accuracy, and professional communication skills.
Customer Service Associate
Amazon development center India private limited
Noida
2020 - 2021
- Supported North America and UK retail customers via chat, ensuring accurate and timely issue resolution.
- Maintained quality standards while handling multiple concurrent customer interactions.
GIS Analyst
Javnic Solutions
Noida
2018 - 2019
- Conduct spatial analysis and data visualization using GIS software (e.g., ArcGIS, QGIS).
- Create and maintain detailed maps and geospatial data layers, ensuring accuracy and adherence to standards.
Education
Vels University
Chennai05-2017
Skills
- Review and Processing of Customer Requests
- Retail Banking & Lending Operations
- SLA & Turnaround Time Management
- Policy Adherence & Risk Awareness
- Quality Ownership & Error Reduction
- Analytical Review & Problem Solving
- Stakeholder Coordination
- Floor Support & Knowledge Sharing
- Continuous Improvement Mindset
- Clear Written and Verbal Communication
Technical Skills
- Banking & Operations Systems: Internal platforms for request review, transaction processing, and case management
- MS Office: Excel (filters, basic formulas, reconciliation), Word, PowerPoint
- Analytics & Reporting Tools: Tableau for reviewing operational dashboards and monitoring SLA, quality, and productivity metrics
- Reporting & Data: Basic analysis of operational data to identify trends and improvement opportunities
- Documentation & Controls: Accuracy checks, policy checklists, audit readiness
Certification
Google Data Analytics Professional Certificate
Languages
- Hindi
- English
Timeline
Operation Team Member (Direct Lending)
Commonwealth Bank of Australia
07.2024 - Current
Operations Team Member (EDB)
Commonwealth Bank of Australia
05.2023 - 06.2024
eSupport officer (Technical Support Google Nest)
24-7 Intouch
2021 - 2022
Customer Service Associate
Amazon development center India private limited
2020 - 2021
GIS Analyst
Javnic Solutions
2018 - 2019
Vels University