B Megha Dcruz
Chennai
Summary
I am an experienced operational analyst seeking for a sophisticated opportunity to use my skills and ability that would contribute to the firm and give a best exposure to expand my knowledge. I am confident in my ability to come up with interesting ideas. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Operations Analyst - Lending Operations
Natwest Group
05.2022 - Current
- Releasing the security of the customer once a secured debt has been fully repaid to the bank. Preparing end to end release documentation and send to credit team for the release.
- Doing partial fixed rate based on the customer;s request and providing redemptions statements to the customer .
- Doing loan closure once the secured borrowings are repaid to the bank.
- Reviewed process failures and determined root causes.
- Collaborated with management and employees to assess business practices and determine areas for analysis.
- Reviewed process failures and determined root causes.
- Participated in high-level strategy meetings, contributing to financial and logistical framework planning.
- Collaborated with management and employees to assess business practices and determine areas for analysis.
- Supported supervisor and associated team members to maintain system functionality.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
Operational Analyst- Mortgages
Natwest Group
06.2018 - 05.2022
- Offering the letter for the mortgage and releasing of funds to the customer for the new mortgage or top up
- Lodging monthly payments into the customer's mortgage account.
- Reconciling the debit and credit entries and investigating the suspense account for outstanding entry.
- Dealing in clearing Arrears from customers' mortgage account and mortgage when Payment is received.
- Calculating redemption statement for customer mortgage account and mortgage closure.
- Lodging Lump sum payments , applying over payment,changing due date and refunds in mortgages with Payments Team.
- Preparation and review of SOPs ,Blue works
- Identified and analyzed project risks and developed mitigation strategies.
- Changing the address ,name ,DOB , in customer's accounts per the request received and processed high number cases in a day with 100% quality.
- Imparting process walk through & training to external stakeholders and higher management.
- Assessed operational performance to identify areas for improvement
Education
Bachelor of Science - Physics
Stella Maris College
Chennai04.2018
Skills
- CORE SKILLS:
- Change ready
- Customer service
- Operations leadership
- Critical thinker
- Self Motivator
- Microsoft Excel
- Administrative Support
- Operational Support
- Customer Service Process Improvement
- Critical Thinking
- Documentation Support
- CRM Systems
- Commercial Mortgage Lending
- Customer Satisfaction
- Microsoft Dynamics
Accomplishments
- Supported projects in cross-trained process before the TAT with 100 % quality and managed BAU as well
- Took ownership in training new users in a short span of time with quality checked
- Handled escalations and calls from onshore
- Received appreciations from onshore for issuing urgent loan offers
- Given various ideas to simplify the customer life as well as to improve the process
- Supported during business contingencies
- One SIR raised and placed control to eliminate the risk
- Awarded with spot ovation for supporting and training the new users before the TAT
- Successfully Cleared BAP assessment ,QSA Level - 1 & looking forward for level -2
- Successfully completed training on EDA and Agile.
- Rewarded with the " Living Our Values " by the Director of Mortgages, RBS for raising the issues and getting a resolution for one of the major process application.
- Received spot ovation for being a great customer support within the team and completing the task very quickly.
- Rewarded with Silver Ovation for extreme participation nd highlighting in the risk in PFR remediation project.
Certification
- Certified in Agile Management from HK School of Management - 2023
- Certified in Operations Management from Human and Emotion : CHRMI
Languages
Hindi
Beginner (A1)
japnese
Beginner (A1)
Korean
Elementary (A2)
Timeline
Senior Operations Analyst - Lending Operations
Natwest Group
05.2022 - Current
Operational Analyst- Mortgages
Natwest Group
06.2018 - 05.2022
Bachelor of Science - Physics
Stella Maris College
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