Anupriya Somasundar
Chennai
Summary
Pursue a challenging and rewarding career with track record and demonstrate entrepreneurial ability, creativity, and initiative to achieve corporate organizational goals where my skills and experience will be valued, appreciated and rewarded. A1 Partner with SME's throughout Quad/Graphics to identify, develop and manage learning content for delivery within the new Learning Management System (LMS) using Success Factor tool Collaborate with LMS team to understand system standards for learning content Coordinate annual learning content maintenance n SMEs Provide content changes to LMS (Success Factor) adlCycle with administration contact(s) Utilizes/supports formal instruction strategies (instructor-led, workshops) Meets deadlines by organizing and prioritizing work to be done To attend Inbound and Outbound calls in regards to the customer payment To handle queries in regards to learning modules and training sessions. To train new recruits across sites (Chennai) Responsible for Controls and checks Being a part of the huge community Barclays and the term RISES- (Respect, Integrity Stewardship, Excellence and Service) is the key to success Responsible for the Barclays EDM Hire email and query management account Works on daily, weekly and Monthly reports in the process of controls and checks using tools (SAP, Success Factor, Salesforce) Barclays work experience BA-2 Process Advisor To manage daily workflow To handle queries regarding leadership trainings To schedule trainings as requested To provide full support regarding any training sessions conducted by Barclays RBS Work experience Customer support and Maintaining SLAS, Ensuring 100% quality, Mitigating operational risks Processing lending applications for Personal and Business Customers for UK Retail Operations Conducting credit investigations to avoid customer complaints Preparing consolidated reports to provide feedback to top management on business operations Closely coordinating with our onshore SMEs and tearn ascertaining the credit worthiness of the Customer Ensuring compliance with the bank's guidelines, applicable law and statutes Following KYC requirernents while processing requests Involved in Fraud and Gambling checks.
Overview
7
7
years of professional experience
Work History
PROCESS EXPERT
BARCLAYS Global Service Centre Private Limited
08.2020 - Current
- Ability to evaluate and interpret unique problems, with a combination of training, experience and logical thinking to find the right solutions
- Endowed with a passion for winning as evinced through demonstrated excellence in academic & extracurricular areas
- Proactive team builder to the core and a natural motivator with ability to thrive under pressure
- Professionally committed and responsible with deftness to handle a wide range of functions using a combination of creative, organizational and presentation skills
- Process: Learning Services (HR Operations)
- Analyzed existing processes to identify areas of inefficiency and suggest corrective measures
- Developed standard operating procedures for production processes, ensuring compliance with quality standards
- Collaborated with cross-functional teams to ensure smooth implementation of new processes and systems
- Provided technical guidance on process improvement projects, identifying root causes of process failures
- Led training sessions for personnel on new and existing processes, ensuring understanding of requirements
- Conducted regular audits to verify adherence to operational policies and procedures
- Coordinated with vendors on procurement activities as needed
- Maintained accurate records regarding changes made within the organization's processes
- Dealing with vendors on fulfilling colleagues professional qualification course
- Associate with compliance and regulatory trainings with the team
- Sometimes take the role of supplier management by handling all the cost related queries and route to the relevant internal team
- Taking care of purchase orders and invoice from the vendor.
- Conducted process improvement initiatives to optimize production operations and reduce costs.
- Conducted regular audits to verify adherence to operational policies and procedures.
PROCESS ADVISOR
BARCLAYS Global Service Centre Private Limited
12.2018 - 08.2020
- Process: Learning Services (HR Operations) (Pilot batch)
- Successfully Coordinated with business SPOC/faculty/presenter to conduct the L&D
- program that reduced the unplanned exception or complaints raised by 20%
- Managed end-to-end training arrangements for smooth L&D sessions
- meeting 100% of the deadline agreed.
- Cleared L&D related query tickets within 48 hrs of request being recorded
- achieving 98 % of TAT
- Formulated and executed high standards of control and risk management
- framework to reduce/remove threats by 25%
- Successfully maintained an average user satisfaction rate of 98% across a
- wide range of issues raised in L&D.
CUSTOMER SERVICE OPERATIONAL ANALYST, ORGANIZATIONAL ANALYST
RBS Business Services Private Limited
Guindy
05.2017 - 09.2018
- Mortgage Account Opening Personal and Business
- Banking-SSI
- Areas of expertise
- Dealing with business to fulfill their requirements in scheduling a training in system
- Which helps the colleagues to complete their trainings and record their presence in system
- Which is mandatory for all colleagues to show case them in year end discussions which is also known as Personal development
- Maintaining day to day SLA'S, helping the business with urgent queries and requirements
- Taking responsibilities in learning additional process to improve my skills and making sure to improve the process in providing ideas
- Gained experience in verifying colleagues documents submitted while joining the organization, identifying the original documents get verified and updating in Sap records
- Handling escalation mails, investigate and provide solutions as soon as possible to clients and business
- Conducting process training for new joiners
- To Conduct team huddles in the absence of the Team Managers and promote knowledge sharing within the team through these sessions
- Work on SLA and also make sure to set the right standards in terms of Quality so that is no risk involved
- Direct interaction with clients from the UK to resolve training session queries
- Experienced in handling global requirements
- Work flow management, people management and process as well
- Responsible of creating a session and uploading the delegates enrolment
- Responsible for the performance and development of the team
- SKILLS
- Handling escalations and providing end to end
- Resolution
- Able to adapt myself in any challenging situation to carry out the right attitude towards work
- Able to manage stake holders expectations in terms setting up the right standards which provided best class results
- In best service towards our colleagues
- Provide training for the new joiners and also conduct process knowledge test before they go live
Education
MBA -
PULC
B.Com - Human Resources Management
Women's Christian College
H.S.S -
A.V. Meiyappan Mat. Hr. Sec.School
A. V. Meiyappan Mat.Hr.Sec.School -
01.2012
Skills
- Recordkeeping
- Leadership
- Quality Assurance
- Data Management
- Microsoft Office
- Organization and Time Management
- Decision-Making
- Problem-Solving
- Analytical Thinking
- Effective Communication
- Interpersonal Communication
- Time Management
- Customer experience
Accomplishments
- Pursued MS-office in NIT
- Pursued HTML in NIIT
- Pursued Tally Enterprise Resource Planning version in CSC
- Success Factor
- SAP
- Siebel oracle
- Consistently maintained high customer satisfaction ratings.
- Promoted from Process Advisor to Process Expert, in less than 18 months.
- Received Service Excellence Award for the 2019 within a year of joining.
- Received Monthly performer awards
- Constant Excellence project Working with business leaders on assisting and delivering their tasks and assignment.
- Led team to achieve CSAT, earning recognition from upper management and financial reward.
Languages
English
Proficient
C2
Tamil
Proficient
C2
Timeline
PROCESS EXPERT
BARCLAYS Global Service Centre Private Limited
08.2020 - Current
PROCESS ADVISOR
BARCLAYS Global Service Centre Private Limited
12.2018 - 08.2020
CUSTOMER SERVICE OPERATIONAL ANALYST, ORGANIZATIONAL ANALYST
RBS Business Services Private Limited
05.2017 - 09.2018
MBA -
PULC
B.Com - Human Resources Management
Women's Christian College
H.S.S -
A.V. Meiyappan Mat. Hr. Sec.School