KHUSHAL MALHOTRA
Team Manager - Corporate Banking
Pitampura
Summary
Dedicated financial services professional with 15+ years of credible and diverse experience in Credit Product Operations, Customer Service (Voice & Chat), UAT, Operations Risk Management, Control Testing, Internal Audit, Resiliency.
Strongly believes in I Can approach & have experience of successfully managing and developing staff across a diverse range of processes. Strong leadership skills evidenced by achievement of SLAs/ KROs & recognized for Process Improvement ideas, Visual Management and administrative duties from time to time.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Ops Team Manager - Corporate Banking
Barclays Global Service Centre Private Limited
NOIDA
09.2016 - Current
- Reviewing Goals/ Objectives and ensuring timely delivery of deliverables
- Ensuring Control & Compliance over performance & recorded 121s
- Evaluating Productivity, Utilization & team's capacity planning with the help of ActiveOps
- SPOC for Internal Assurance Audit/ External Audit & Ops Risk Management Control Testing including UAT
- Collaborating with staff on improvement-based initiatives including Lessons Learnt Exercises & also leveraged Value Stream Mapping to identify NVAs
- Recovery Plan Coordinator and handily built Resilience Plan for teams in multiple geographical locations (c110 staff)
- Preparing Monthly Business Reviews & Quarterly Newsletter (Colleague & CSR initiatives)
- Managing Stakeholder visits including administrative and logistics requirement
- Controlled daily business operations by devising and deploying short and long term plans
- Reduced process bottlenecks by training and coaching employees
Senior Analyst
Barclays Global Service Centre Private Limited
NOIDA
01.2014 - 08.2016
- Prepared Facility Letter (lending documents - c6-10 per day) basis credit sanction and ensuring timely completion of cases
- Discovered root causes of problems and identified appropriate solutions
- Performed Internal Assurance audits & led business readiness drives
- Optimized core processes to improve business performance and operational agility
Personal Banker & WebChat Specialist
Barclays Global Service Centre Private Limited
NOIDA
11.2008 - 12.2013
- Solved queries for potential and existing Barclays customers via Telephony and WebChat (dealing with 4 customers at a time)
- Presented new and additional products and services to existing customers.
Tech. Support Specialist
IBM Daksh Business Process Services Private Limited
Gurgaon
01.2007 - 06.2008
- Responsible for servicing UK-based ISP (Virgin Media) customers and provide extensive technical support
Verifier and Customer Service Rep
HeroITES
Gurgaon
12.2003 - 01.2007
- Worked as Verifier in Quality Control Team and reviewed sales and survey-based information
- Voice Support for US-based bank – Washington Mutual Bank and supported on Credit Card sales, verification and activation
Education
Bachelor of Commerce -
School of Correspondence & Continuing Education
Delhi 04.2002 - 05.2005
12th Std - Commerce
Kendriya Vidyalaya (Central School)
Delhi 04.2001 - 03.2002
Skills
Cross-functional team collaboration
Accomplishments
- Barclays Global Values Recognition for Service and Excellence categories
- Successfully completed Lean 1b Level project & eliminated duplicate checks helping the process gaining 40% productivity with Nil errors
- Single handedly managing Business Resilience for TC05
- Rated "Sat" in Internal Assurance & External Audit
- Handpicked for the first ever Leadership Launchpad Program for high potential Personal Bankers in Barclays (2012)
- Piloted the first ever WebChat Process in Barclays (2011)
- Retail Banking Service Monitor & C-Sat Champion for consistent RBSM Excellence (2009-10)
Certification
Lean 1a (Basic Training)
Timeline
Lean 1b (Project Methodology Training)
10-2016
Ops Team Manager - Corporate Banking
Barclays Global Service Centre Private Limited
09.2016 - Current
Lean 1a (Basic Training)
08-2016
Senior Analyst
Barclays Global Service Centre Private Limited
01.2014 - 08.2016
Personal Banker & WebChat Specialist
Barclays Global Service Centre Private Limited
11.2008 - 12.2013
Tech. Support Specialist
IBM Daksh Business Process Services Private Limited
01.2007 - 06.2008
Verifier and Customer Service Rep
HeroITES
12.2003 - 01.2007
Bachelor of Commerce -
School of Correspondence & Continuing Education
04.2002 - 05.2005
12th Std - Commerce
Kendriya Vidyalaya (Central School)
04.2001 - 03.2002