Bheem Mehta
Sr Quality Assurance Officer
BANGALORE
Summary
I have worked in banking and finance industry for several years and have sound expertise and professional judgement and experience. I have a demonstrated history of providing outstanding support within large organizations. I have a keen eye for finance documentation and accuracy. Having worked in complex organizations, I understand the requirements of adhering to legislative and compliance regulations. I can perform quality and review checks for fraud and risk threats without being prompted.
I also have excellent communication skills and can provide advice and have effective interactions with both internal and external stakeholders. I have a high attention to detail and well‐developed organizational expertise. I am a team player and can work well with others.
Overview
18
18
years of professional experience
Work History
Customer Service officer
Standard Chartered Bank
02.2005
- Credit cards, moved to Cards Quality Controller and then transfer to Bangalore for Banking QC on Dec-2007.
Sr Quality Assurance Officer
ANZ Support Services India Pvt Ltd
09.2021 - Current
- Home loans Team
- Working as a SME Role for Home loan assessment
- Sound knowledge of Credit policy and legislative requirements (including ASIC, APRA etc)
- Strong Communication, Coaching and Influencing skills to provide value add function to the business
- Handling complex conversation, problem solving technique and taking Pro-active approach
- Analytical ability and quick decision making on the QC files
- Ability to build strong, open and collaborative working relationships and comfort liaising with and influencing internal stakeholders
- Conducting RCA on the findings, Preparing Analytical reports to support the business
- Taking personal responsibility and ownership of Risk and Compliance matters and escalates to line manager when required
- Identify and escalate process, policy and procedural improvements which can benefit the Business Function
- Develop good working relationships with all stakeholders & be a team player
Credit Assessment Officer
ANZ Support Services India Pvt Ltd
01.2019 - Current
- Or Credit Underwriting:
- Consumer Credit Cards (Un-Secured Lending)
- As a credit resource, key portfolio is to access customer credit worthiness preceding the grant of a credit card approval
- Major responsibilities include verifying and assessing customer financial position, employment history, credit history, credit requirement and ability to repay
- Assess applications taking into account the credit worthiness of the customer and various other bank policies
- Direct Customer contact through Outbound Calls ensuring applications are assessed and finalized within 24 hours
- 48 hours or as per the agreed turnaround time
- Taking necessary deviation from bank policies by using CAD (Credit Assessment Discretion) for better customer experience and reputation of the
- Company within acceptable levels of risk
- Review of various income verification documents like ITR (Individual Tax Returns) & NOA (Notice of Assessment) Pension Statements, Bank Statements, Portfolio Statements, Rental Statements Agreements to support credit lending.
ANZ Support Services India Pvt Ltd
03.2013 - 12.2018
- Credit Assessment Office or Credit Underwriting:
- Consumer & commercial car loans
- Responsible for the evaluation, assessment and recommendation/decision of loan proposals within delegated authority, highlighting risks and mitigate
- Minimising loan losses through sound decisions
- Responsible for providing sound decision making skills in the assessment of all types of auto loan applications for the retail & commercial customers with focus being on timely, accurate and consistent credit decisions
- Service Level Agreement (SLA) to be met that is 15mins for each application to approve or decline the car loan application & handling escalations
- Evaluate and provide strong recommendations to higher approval authority levels for credits which fall outside delegation
- Work with other staff (including assisting with training of less experienced staff from time to time) to ensure quality and consistency of service
- Provides SME input to ensure a collaborative, efficient working relationship with onshore assessment office to ensure all processes and consistent with customer requirements & contribute to overall process efficiency
- Provide coaching and guidance to other staff members when required & identify and assist implementation of improvements to practices and procedures on an ongoing basis with view to creating an environment of constant improvement
- 3RD Highest level (Credit Approval Discretion) CAD Holder in the team out of 5 levels of CAD
QA Lead and Coach
ANZ Support Services India Pvt Ltd
10.2010 - 03.2013
- Conduct testing and report outcomes to measure compliance to procedures
- Provide coaching based on testing outcomes to ensure team members are aware of the correct procedure to be followed
- Provide training of individuals and groups to address training gaps and/or Common errors to ensure the team are performing accurately
- Provide a value add QA/CM function to the business -Aid the Operating Manager in the identification of skill (technical & soft) and capability gaps
- Provide specialist quality management support to Business functions
- Guide the SMEs (Subject matter Experts) in developing materials to meet business needs and target technical skill requirements for new entrants & existing staff
- Identify and escalate process, policy and procedural improvements which can benefit QA/CM and/or the Business Function
- Ensure ongoing relevance of testing through monitoring of policy and process changes with Operations
- Appropriate identification and escalation of Compliance breaches and Business risks
- Promote engagement and support culture within Team
- Seek opportunities to diversify knowledge and broaden skill set of self and others
- Ensure effective knowledge transfer during training by developing training materials based on source documentation including process maps procedures, policies and any additional required reference material, co-ordination training and conducting refresher training as required
- Act as a Coach / role model and ensure skills, knowledge and behavior to be at required reference point and support Production Lead & SME by providing one-on-one and group coaching and support
- Educate Business Functions in first line of defense accountabilities
- Whenever required need to call employer, other financial institutions or relationship manager to get further details on the application to assist further.
Credit Compliance Analyst, Credit Assessment Officer
ANZ Support Services India Pvt Ltd
09.2008 - 10.2010
- Rural and Regional Banking, moved to Commercial Service on Jan-2010 and promoted as QA Lead, Commercial Assurance Bangalore from Oct-2010 till mar-2013
- Then Moved to Consumer & Commercial Auto loans Team (ESANDA) as, with a CAD of $150,000 (AUD) for Consumer applications and $75,000 (AUD) for Commercial / Partnership, Company applications & Trust applications worked till Dec-2018
- From Jan -2019 Moved to Consumer credit card team as a Senior Credit Assessment officer worked for 2 years in which got the highest CAD B in the Team along with Strongest performer for 2 years
- On Sept-2021 Promoted as Sr Quality Assurance Officer for home loan team and still working., Quality Analysis, Operations Risk & Compliance:
- Reviving the LoO (Letter of Offer) it’s a legal agreement between ANZ and a customer for various certainty of provision of finance more than $500k
- Financial Documents, property documents (ASIC) and the Credit Rating of the Customer
- Calculating the Customer’s Credit Risk and Security Indicators (CCR/SI) and upload on Hogan
- Conducting Monthly reports on Annual Review, CQM (Credit Quality Manger) analyze the result, ACM movements, CBIG (Commercial Bill and Indemnity Guarantee) for all the business banking, testing CIP (Customer Identification Process) and report to the credit compliance manager
- Prepared the process notes, given training to the new joining and done the RM performance for 18 regions on PowerPoint which has been presented to the business heads
- CIP Esanda test to give feedback on compliance with the AML (Anti Money Laundering
Quality Assurance
Standard Chartered Bank
09.2005 - 09.2008
- Quality Analysis, Operations Risk & Compliance:
- Monitor the Call Observation Scores on the Fatal & Non Fatal Parameters; identify the training requirements for the CSOs & co-ordinate with the trainers for the Re-Fresher training
- KCS (Key Control Standards) – Compliance Audits checks on various processes both Front end & Backend operations in order to test their adherence to the Banking norms & Regulations & segregate the risk level to LSORR(Less Significant Operation Risk Reporting) and SORR(Significant Operation Risk Reporting)
- Ex:- 1) Audit on the customer escalations & call backs till the end to end closure of cases
- 2) Tracking and Recon of TID(Transaction in Distress) and Operations Loss
- Service Quality initiatives like Out serve the Customer & Service
- Ka Sartaj etc…
- KRI (Key Risk Indicators) – Consolidation and Analysis of the risk indicators of the various departments under CCPL(Credit Cards and Personal Loans)
- Tracking of RBI circulars and forwarding them to the concerned departments
- Managing and Co-ordination of BCP(Business Continuity Plan)
- For Credit Cards and Personal Loan Departments.
Education
SSC -
Railway boys High School
Intermediate - undefined
Govt Junior college
B.Com - undefined
J.R.N. Rajasthan Vidyapeeth University
MBA - Banking
I.S.B.M. University
MBA - Finance
Pondicherry University
Diploma - Buddhist Studies and Vipassana
University of Mumbai pursuing
Skills
Computer Qualificationundefined
Affiliations
Excellent verbal and written communication
Helpful, supportive, participated in team activities, very quick learner, multi‐tasking, self‐motivated,
“Can‐do” and positive attitude towards work in a busy team environment and have handled work
pressure.
Accountability
Time Management
Training and Personal development
Awarded a Certificate for Excellent Customer Service for “Success is a Choice”
Timeline
Sr Quality Assurance Officer
ANZ Support Services India Pvt Ltd
09.2021 - Current
Credit Assessment Officer
ANZ Support Services India Pvt Ltd
01.2019 - Current
ANZ Support Services India Pvt Ltd
03.2013 - 12.2018
QA Lead and Coach
ANZ Support Services India Pvt Ltd
10.2010 - 03.2013
Credit Compliance Analyst, Credit Assessment Officer
ANZ Support Services India Pvt Ltd
09.2008 - 10.2010
Quality Assurance
Standard Chartered Bank
09.2005 - 09.2008
Customer Service officer
Standard Chartered Bank
02.2005
SSC -
Railway boys High School
Intermediate - undefined
Govt Junior college
B.Com - undefined
J.R.N. Rajasthan Vidyapeeth University
MBA - Banking
I.S.B.M. University
MBA - Finance
Pondicherry University
Diploma - Buddhist Studies and Vipassana
University of Mumbai pursuing
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