Jane Pereira

• Revamped Incident Management & Onboarding Processes:Led root cause analysis using 5 Whys to uncover inefficiencies in incident handling and onboarding workflows. Partnered with cross-functional teams to draft and implement SOPs, reducing manual errors and cutting onboarding time from 1 hour to 10 minutes through process digitization.
• Drove Process Optimization & Cost Efficiency:Conducted detailed Cost-Benefit Analysis (CBA) to identify automation opportunities across key business operations. Streamlined workflows, increased team productivity, and delivered measurable cost savings through data-driven decision-making.
• Upgraded CRM Systems to Meet Business Needs: Assessed limitations in current CRM infrastructure; initiated and managed vendor discussions (including Zoho) to explore updated solutions aligned with business team requirements, enhancing usability and system capability.
• Enabled Seamless Platform Integration: Supported the launch of WealthSpectrum by integrating it with existing CRM systems. Reduced manual data entry, improved information flow between platforms, and significantly cut operational workload for account opening and servicing teams.

Process Optimization and Client Dispute Resolution for MNC Backend Operations

• Optimized processes and implemented TNM strategies, reducing Turnaround Time (TAT) by 20% and eliminating inefficiencies, improving team performance
• Served as the primary liaison with onshore clients, resolving disputes and managing escalations, leading to stronger client relationships
• Led back-end processes for an MNC, ensuring 99% accuracy in policy processing by reviewing and updating Standard Operating Procedures (SOPs)
• Cross-trained in multiple processes, audited team workflows, and facilitated onboarding and training for new employees