Harmeet Singh Chawla
Senior Manager - FCC
West Delhi
Summary
Experienced Senior Manager with 15+ years in Retail banking operations, Data services, and project management. Skilled in cross-functional collaboration, process optimization, and Anti-Money Laundering. Committed to continuous professional growth, applying strong critical thinking and problem-solving abilities. MBA graduate dedicated to driving results and enhancing business operations.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
6
6
Certifications
Work History
Senior Manager
Genpact India Services Pvt Ltd
Gurugram
03.2022 - 06.2023
- Managed a team of 70+ employees in AML (Transaction Monitoring) & KYC Domain (CDD, EDD & Negative news media search) by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance. Sharing feedback on their work performance.
- Inspected completed work to drive quality, timeliness and company standards. Worked as an SME, performed gap analysis to attain a quality standard over and above 95%. Managing stakeholders by creating detailed reports on project progress for senior management review, managing WBR & MBR with the client for their utmost satisfaction.
- Developed and led process improvements to optimize operations and reduce costs. Implemented BI based automated tool to reduce the cycle time of the activities which was resulted in saving the 6 FTE cost of work.
- Participated in recruitment initiatives by interviewing potential candidates to attain business objectives.
Customer Service and Operation Delivery Manager
RBS Services India Pvt Ltd
Delhi
01.2008 - 03.2022
- Managed Retail Operations, Data Services, Project Management, User Access Management, and Customer Due Diligence processes, led a team of 20+ (Maximum Size handled 45+) staff members in these operations.
- Provided customer support to clients and customers by answering inquiries, resolving issues, and troubleshooting problems. Engaged in conversation with customers to understand needs, resolve issues and answer product questions. Utilized problem-solving skills to address
complaints effectively. Drafted and tested BCP strategies to reduce the impact during contingencies. - Identified root cause of customer complaints through active listening and data analysis. Collaborated with other departments within the organization to ensure timely resolution of customer issues. Led Reward and recognition themes to motivate staff members.
- Assisted in the development of training materials for new customer service staff members.
Education
MBA - International Business
Guru Gobind Singh Indraprastha University
Delhi 07.2003 - 06.2005
Skills
Cross Functional Team Leadership
Certification
Certification Course in Prompt Engineering & AI Tools from Meta leap University - ChatGPT
Timeline
Certification Course in Prompt Engineering & AI Tools from Meta leap University - ChatGPT
07-2023
Trained and tested Green Belt Certification at Genpact
03-2023
Trained and tested on Data lean
02-2023
Senior Manager
Genpact India Services Pvt Ltd
03.2022 - 06.2023
Earned Managing people at work certification
07-2019
Earned Determine to Lead Certification
09-2018
Customer Service and Operation Delivery Manager
RBS Services India Pvt Ltd
01.2008 - 03.2022
Professional Diploma in Information Technology at NIIT
04-2004
MBA - International Business
Guru Gobind Singh Indraprastha University
07.2003 - 06.2005
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