Jaya Pandey

Team Leader – Digi Docs & Broker Paired.|National Australia Bank (NAB), 02/2024 – Present.|Gurugram, India

Achievements and Responsibilities

Delivered over 100% productivity, and maintained utilization levels of 87–93%, meeting all KRA expectations.

Achieved exceptional DIGI quality results of 99%+, and upheld strong AOM scores of 83%–91%.

Ensured zero TAT misses, even during high-volume days and tight SLA timelines, by upskilling team members for pressure queues.

Delivered a complete rework walkthrough to Jessica Robberds and Julie Rynski (executive leadership), which is now in action. Partnered with CLS, Tech/Hypercare, product teams, and bankers to resolve rework issues and enhance process stability.

Drove key process enhancements, including Power BI automation, to replace manual SLA reporting.

Maintained Green Control Assessments throughout tenure, and ensured strong adherence to IBQ, CSA, NUW, and SLA controls.

Implemented real-time error tracking and feedback, reducing repeat defects, and strengthening control IQ performance.

Transition Leadership: Successfully led the Broker Paired Transition (May 2025), ensuring seamless migration, and zero business interruption.

Simultaneously, I trained five new joiners in Digi Docs as backfill support for continued coverage and team stability.

Provided onboarding oversight, including email-level quality monitoring for all new colleagues.
Team Leadership, Coaching, and Development

Conducted monthly 1:1 performance and development discussions, ensuring consistent coaching and clarity of expectations.

Led ongoing cross-skilling initiatives across Escalation, Chase, Broker Paired, and Digi Docs processes.

Facilitated regular coaching, refresher sessions, and recognition platforms to strengthen engagement and capability.

HEARTBEAT score: 87, and ESAT score: 92, reflecting high team satisfaction and trust.

Escalation and Stakeholder Management: Handled all levels of escalations efficiently, ensuring timely service recovery, and stakeholder confidence.

Provided timely MIS, variance reports, WIP/EOD reports, and ensured strong supervisory control across all queues.

• Leadership & Team Management
  
  Managed a Derivatives Confirmations team of 15 people across two locations (Gurugram & Chennai), covering products including Interest Rate Swaps (IRS), Swaptions, Cross Currency Swaps, Mark to Market Swaps (MTM), Cap & Floor, Collar, Credit FX & NDF.
  
  Oversaw all aspects of team management, including resource planning, execution of strategic initiatives, hiring, training, and motivating staff in multiple geographic locations.
  
  Provided ongoing support, coaching, feedback, and developmental opportunities to engage staff at all levels and increase team effectiveness and success.
  
  Ensured maximum cross-training for the team, maintaining training trackers, conducting weekly updates, and running assessments to align staff capabilities with process requirements.
  
  Conducted daily huddle updates via Zoom to support the hybrid working model.
  
  Managed the team's leave tracker to balance employee satisfaction with critical business coverage.
  
  Operational Excellence & Automation
  
  Successfully automated over 200 manual templates within the Thunderhead application following ISDA market updates, significantly improving processing efficiency.
  
  Worked closely with the IT support team to resolve daily challenges, ensuring smooth business-as-usual (BAU) operations and timely bug fixes.
  
  Drove efforts to reduce non-STP (Straight Through Process) trade confirmations by collaborating with relevant stakeholders on process enhancements.
  
  Successfully onboarded the TradeServ application for the credit bilateral confirmations process, streamlining workflows.
  
  Executed NDF MCA’s (Master Confirmation Agreements) with clients to onboard paper trades onto the Swift platform.
  
  Completed multiple automations to transition paper trades to Swift and updated Thunderhead templates to reduce Average Handling Time (AHT).
  
  Ensured regular SOP updates, UAT testing, and approvals for all processes.
  
  Maintained a good understanding of legal templates and ensured the regular updating of the legal repository.
  
  Risk, Compliance & Reporting
  
  Collaborated with Risk Management teams to perform Operational Risk/SOX control testing, reporting, and remediation activities.
  
  Worked closely with Risk Management and External Auditors for yearly process walk-throughs and end-to-end sampling.
  
  Prepared and monitored management reports (MIS), providing higher management with daily updates and key metrics.
  
  Provided Front Office, Middle Office, and other stakeholders with essential MIS/reporting, including breakdowns of outstanding items and aging breaks to highlight open risks.
  
  Performed statistical analysis on operational data, identifying trends and opportunities for process improvement.
  
  Actively prepared all issues logs, Risk & Compliance packs, and checklists for submission to the controls team.
  
  Worked on root cause analysis for EMIR regime failure trades and flagged issues to the Front Office for attention and intervention.
  
  Stakeholder Management & Training
  
  Served as the key point of contact for the Derivative confirmations department, leading working group discussions with Middle-Office and Front Office, and driving process enhancement reviews.
  
  Acted as a direct operational liaison for key client contracts, resolving issues and implementing best practices to meet client expectations.
  
  Provided IRS product training for new joiners, covering Interest Rate Swaps, Swaptions, Cross Currency Swaps, Mark to Market Swaps, Cap & Floor, and Collar.
  
  Developed a comprehensive new joiner pack, including product/process questionnaires and application access guides, to ensure effective training completion.
  
  Maintained strong working relationships with internal counterparts (Desk, Sales, Trade Support, Legal, Finance) and external clients.
  
  Collaborated closely with the legal team to ensure updated templates for drafting IRS, FXO, and NDF trades.

• Worked in Rates & Credit Paper confirmation team responsible for issuing/drafting, checking and chasing for products like interest rate swaps, swaptions, cross currency swaps, mark to market swaps, cap, floor, collar etc.
• Achievements/Tasks