Disha
Delhi
Summary
Operations and risk management professional with proven success in leading teams to achieve operational excellence. Expertise in implementing process improvements and strategic initiatives that enhance efficiency and minimize risk. Strong commitment to fostering collaboration and delivering outstanding results in dynamic environments.
Overview
9
9
years of professional experience
Work History
Operations Manager
Barclays Bank
04.2022 - Current
- Lead and manage an operations team for handling merchants queries, across Acquiring Business, Finance, and Technical operations, ensuring timely and accurate resolutions.
- Oversaw day-to-day operations, ensuring smooth workflow, efficiency, and compliance with industry standards while managing a team, driving performance, and maintaining key service level agreements (SLAs) in a collaborative work environment.
- Successfully closed multiple ORAC issues mitigating operational risk, credit risk and financial losses and enhancing process efficiency.
- Drove operational excellence by identifying process improvement opportunities and implementing initiatives that enhanced efficiency.
- Led several projects, (Project GENOA, Project Dawn, Project Ways of Working), working closely with key stakeholders to streamline operations and drive improvement.
- Actively collaborate with the bank on process optimisation, risk management and strategic initiatives and ways to improve the efficiency.
- Focused on FTE heat mapping, capacity planning, and monthly business reviews.
- Proven track record in reducing complaint volume and streamlining handoffs between different teams while overseeing a team in 25 FTEs.
- Focused on improving operations by implementing process improvements, automation, and digital enhancement strategies.
- Served as a Colleague Engagement Lead, hosted key sessions including Mindset Sessions and Speak Up Sessions, promoting open communication and growth mindset.
- Facilitated recruitment and interviewing processes to enhance team performance.
Senior Analyst
Barclays Bank
04.2022 - 06.2023
- Successfully transitioned Delegated Authority project which provides financial assistance to vulnerable customers of Barclays and hand over the banking responsibilities to their legal attorneys.
- Collaborated with stakeholders to oversee project blueprint and seek feedback on progress made and follow ups. Identified opportunities for process improvement, eliminating redundancies, and simplifying workflows within project scope, leading to a streamlined and more customer centric approach by assessing impact of change. One of my ideas reduced risk in the process by 50% and helped in audits.
- Spearheaded the implantation of the project by Directed and creation of SOPs and procedure guides, resulting in improved operational efficiency.
- Led quality control initiatives to ensure compliance with audit standards and regulatory requirements.
- Received several recognitions from colleagues, managers and senior leadership for outstanding services delivery and commitment to excellence.
HR Generalist
Compunel
Noida
11.2021 - 04.2022
- Supported the end-to-end employee lifecycle, including onboarding, documentation, and exit management for new hires.
- Coordinated with internal teams to ensure smooth onboarding and induction processes for employees joining client projects.
- Assisted in managing employee payroll inputs, salary coordination, and HR documentation.
- Facilitated exit formalities and termination processes, ensuring documentation and compliance with company policies.
Customer Care Executive
Amazon Development Centre
09.2018 - 09.2021
- Served as the primary point of contact for global customers.
- Troubleshooted and resolved customer issues effectively.
- Gathered customer feedback to identify trends and areas of improvement.
- Contributed to the development and implementation of a global customer support strategy.
- Trained new joiners onto best practices.
Customer Care Executive
Concentrix
09.2017 - 08.2018
- Worked as customer care executive for inbound and outbound calling.
- Communicated with customers via multiple channels, providing accurate information.
Education
MBA - Operations Management
MIT Pune
Pune03-2026
Bachelors of Arts -
Ram Manohar Lohiya Awadh University
Uttar Pradesh01-2020
12 -
RKIC
Uttar Pradesh04-2017
10 -
Bharat National Public School
Delhi04-2013
Skills
- Data Analysis
- Advanced Excel
- Statistical analysis
- Quality Assurance
- Leadership
- Problem Solving
- Critical thinking
- Adaptability
- Effective communication
Hobbies and Interests
- Volunteering
- Painting
Timeline
Operations Manager
Barclays Bank
04.2022 - Current
Senior Analyst
Barclays Bank
04.2022 - 06.2023
HR Generalist
Compunel
11.2021 - 04.2022
Customer Care Executive
Amazon Development Centre
09.2018 - 09.2021
Customer Care Executive
Concentrix
09.2017 - 08.2018
MBA - Operations Management
MIT Pune
Bachelors of Arts -
Ram Manohar Lohiya Awadh University
12 -
RKIC
10 -
Bharat National Public School