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
Similar Profiles
Abhimanyu VAbhimanyu V
Team Manager at Barclays Global Service Centre Private LimitedTeam Manager at Barclays Global Service Centre Private Limited
Ch Sai PhaneendraCh Sai Phaneendra
Assistant Manager at Barclays Global service centre private limitedAssistant Manager at Barclays Global service centre private limited
VARUN MAHADEVANVARUN MAHADEVAN
Market Risk Business Analyst at Barclays Global Service Centre Private LimitedMarket Risk Business Analyst at Barclays Global Service Centre Private Limited
Sankar MaharajSankar Maharaj
Team Manager at BARCLAYS GLOBAL SERVICE CENTRE PRIVATE LIMITEDTeam Manager at BARCLAYS GLOBAL SERVICE CENTRE PRIVATE LIMITED
Swati Didden PaliwalSwati Didden Paliwal
PRE PRIMARY TEACHER at HOLY CHILD PUBLIC SCHOOLPRE PRIMARY TEACHER at HOLY CHILD PUBLIC SCHOOL