Jatin Grover
Inventory Cordinator
Gurugram
Summary
Compliance and operations specialist with over 6 years in financial services. Improved process accuracy by 30% and enhanced regulatory adherence at American Express. Expert in Excel dashboards and data-driven reporting. Seeking roles in enterprise complaint management to leverage expertise in governance oversight and compliance alignment
Overview
2026
2026
years of professional experience
Work History
INVENTORY COORDINATOR
American Express India Pvt Ltd
Gurugram
2019 - Current
- Leads the monthly Complaint Oversight process across ICS Markets, analyzing Complaint Analysis, Timely Resolution, and Quality Resolution metrics to improve complaint handling consistency.
- Monitors intake channel activities and ensures alignment with internal governance frameworks and regulatory expectations.
- Builds and maintains advanced Excel dashboards, pivot tables, and forecasting models to track incoming volumes, closures, trends, and performance metrics.
- Conducts PRSA control testing, validates risk controls, and prepares documentation to support audit readiness.
- Ensures training completion compliance, follows up with markets, and maintains accurate governance tracking.
- Collaborates with cross-functional teams — Market Compliance, Legal, SMEs — to resolve gaps and enforce adherence to AEMP-71 policy requirements.
- Identifies complaint trends and root causes and provides actionable insights to improve accuracy and process integrity.
- Supports volume forecasting and resource planning in monthly inventory and compliance review meetings.
COMPLAINT ANALYST
American Express India Pvt. Ltd.
Gurugram
2018 - 2023
- Executed complete complaint intake validation, coding, and regulatory documentation, ensuring accurate and compliant reporting.
- Performed root cause analysis for customer servicing issues and coordinated corrective actions with SMEs.
- Generated dashboards and complaint summaries highlighting risk patterns, service issues, and compliance gaps.
- Ensured accurate complaint record-keeping across systems such as GDM, Triumph, IVU Griffin, Myca, and GSP.
- Supported enhancements to the Complaints Management Program, improving governance consistency across global markets.
ASSOCIATE
BT Technology
Gurugram
- Prepared daily operational/complaint reports using pivot tables, VLOOKUP, and advanced Excel functions.
- Managed provisioning activities for PSTN and FTTC/FTTP services for UK business customers.
- Handled escalations, monitored team performance, and ensured adherence to KPIs
SR. ANALYST (HEALTH & WELFARE DEPARTMENT)
Mercer India
Noida
- Coordinated with vendors and internal teams to ensure benefits compliance and accurate eligibility management.
- Maintained complete employee benefits documentation to support audit readiness.
SR. FRAUD ANALYST (RISK)
Quatrro Processing and Analytical Services
Noida
- Conducted fraud investigations, cheque verification, and risk threshold assessments.
- Analyzed chargeback trends and recommended fraud prevention strategies.
Education
PGDM -
Institute of Management Technology
Ghaziabad, Uttar PradeshBACHELOR OF ARTS - undefined
Kurukshetra University
Kurukshetra, HaryanaHIGH SCHOOL DIPLOMA - undefined
DAV Senior Secondary School
Karnal, HaryanaSkills
- Compliance & Governance: Governance & Policy Compliance PRSA & Risk Control Testing Audit Readiness & Documentation
- Complaint Management: Complaint Handling & Monitoring Intake Channel Oversight Timely & Quality Resolution Metrics
- Data & Reporting: Data Integrity & Reporting Root Cause Analysis Trend Analysis & Process Improvement
- Technical Proficiency: Microsoft Excel (Advanced: Pivot Tables, VLOOKUP, Dashboards, Power Query) Systems: GDM, Triumph, IVU Griffin, Myca, GSP
Collaboration & Planning: Cross-Functional Collaboration Volume Forecasting
TOOLS & PLATFORMS
• Excel (Advanced) - Expert in using pivot tables, VLOOKUP, and creating complex dashboards for data analysis and reporting • Power Query - Skilled in data extraction, transformation, and loading for efficient data management
• Salesforce / ICARE - Proficient in managing customer data and complaint records to ensure compliance and accuracy
• Tableau / BI Tools - Familiar with data visualization and business intelligence tools for generating insightful reports
• GCOC - Experience in governance risk and compliance platforms.
Timeline
BACHELOR OF ARTS - undefined
Kurukshetra University
HIGH SCHOOL DIPLOMA - undefined
DAV Senior Secondary School
INVENTORY COORDINATOR
American Express India Pvt Ltd
2019 - Current
COMPLAINT ANALYST
American Express India Pvt. Ltd.
2018 - 2023
ASSOCIATE
BT Technology
SR. ANALYST (HEALTH & WELFARE DEPARTMENT)
Mercer India
SR. FRAUD ANALYST (RISK)
Quatrro Processing and Analytical Services
PGDM -
Institute of Management Technology