MANALI AMIT CHAVAN
Product Owner – Tech For Ops Reengineering - Global Team
Dadar, Mumbai,India
Summary
Enthusiastic team player, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Project execution and end to end delivery using Agile methodology. Motivated to learn, grow and excel in Global and Diverse working environment.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Product Owner – Tech for Ops Reengineering
CitiCorp Services Private Ltd.
Mumbai, Maharashtra
04.2017 - Current
- Conduct several meetings and process walk-throughs with internal clients to gather requirements for the assigned projects
- Identify opportunities to eliminate Manual Touch Points (MTP), standardization & re-engineering of processes by automation of processes using smart tool, core application enhancement and by way of hybrid solution.
- Perform in-depth analysis of the process and facilitate ops for translation of the requirements into Requirement Document (BRD) for onward submission to Tech teams.
- Create project charter and process flows of existing process and calculate Unit Processing Time to arrive at FTE saves.
- Engage with Tech partners to review Solution Design and L0 estimates.
- Evaluate the high-level solution versus the existing process to ascertain the aimed MTP elimination and related goals of the project.
- Evaluate projects basis the L0 estimates and forecasted operations efficiency to ascertain ROI.
- Participate in compliance and audit review calls for projects with BISO / TISO teams to build the understanding of As-Is and To-Be process perspective and obtain green signal for the projects
- Providing seamless support in UAT and PVT testing in conjunction with ops and tech for successful sign off’s.
- Working on Target Operating Model projects and Lean programs.
- Used coordination and planning skills to achieve results according to schedule.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Effectively collaborate with Key Stakeholders to establish one common goal
Client Service Manager–Institutional Client Group
Citibank N. A
Mumbai, Maharashtra
07.2011 - 04.2017
- Handled Post Transactional queries received via Emails and Call through extensive backend investigation and front end client coordination.
- Client span - FI Banks, MFs, Insurance, Broker Dealer, FMCG, IT, Pharma
- Query types pertaining to across banking products such as Cash Management, Corporate Electronic Banking (Citi Direct), Funds Transfer (incl. wire transfers), Loans, Account Services, Forex Transactions, Commercial Credit Cards, etc. – in partnership with Sales, Product and Operations for servicing all CORPORATE customers of Citibank, N.A. India.
- Resolving all assigned queries within pre-defined turnaround times to attain customer satisfaction and thus maintaining high standards of quality and service par excellence towards customers as per Industry standards.
- Single Point of Contact (SPOC) for Key Global Clients like Vodafone India, Procter & Gamble, Hindustan Coca-Cola, Lafarge India, Tata AIA, DSP Blackrock.
- Constant engagement with clients and regular pulse checks by conducting service reviews, understanding client requirements and accordingly introducing automation platform thereby reducing repetitive queries. Also plan and execute customer visits to ensure customer satisfaction and retaining client interest.
- Worked on various projects in collaboration with core application team to create and develop new product reports to cater to client's requirements.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Deputy Manager – Retail Branch Operations
INDUSIND BANK LIMITED – VILE PARLE BRANCH
Mumbai, Maharashtra
09.2010 - 07.2011
- Back up to Manager - Branch Operations
- Dealing with walk in customers
- Handling Teller and Remittances Authorization Desk
- Handling Term Deposit Section
- Monitoring inward and outward clearing
- Monitoring and Reporting of Branch Internal Accounts
- Dealing with NTB Account Opening procedures
- Managing Branch Petty Cash Expenses and Bill Payments
- Handling miscellaneous banking queries viz. Transfers, RTGS-NEFT, Remittances, Statements, Account closures, RD related queries, etc.
- Voucher checking for all transactions on routine basis.
Assistant Manager –Branch Operations
AXIS BANK LIMITED - CUFFE PARADE BRANCH
Mumbai, Maharashtra
06.2008 - 09.2010
- Dealt with walk-in customers in the Branch and Servicing HNI Clients, handling customer queries related to their bank accounts such as account opening & closing, Balance confirmation, passbook & statement requests, internet banking & Debit card related requests, etc.
- Banking transactions such Transfer cheques, RTGS/NEFT, issuance of Banker’s Cheques, etc. in the system.
- Handled Term Deposit and Overdraft facility (Loan against FD) section.
- Locker Management, Maintaining and updating deliverables and stock registers
- Ensured proper check and control over cheques/instruments presented for clearing by customers and return of cheques by clearing house.
- Handling Forex and travel currency cards desk, inward and outward remittances and foreign currency exchange, etc.
- Assisting in Demat and Loans & Advances Operations.
- Managing office and sundry deposit accounts and irregularity monitoring system for proper checks and control over compliance of KYC and NKYC post account opening.
- Handling Branch Staff HR portfolio such as leave management and updating, staff investments and tax declaration related queries and issues.
- Cross-selling in-house retail products as well as third party products such as General insurance, Life insurance, Investments in Mutual funds, etc.
Trade Analyst - Global Market Operations
ABN AMRO CENTRAL ENTERPRISE SERVICES PVT. LTD. (ACES).
Mumbai, Maharashtra
06.2007 - 05.2008
- Support to settlement teams.
- Pre-matching of trades and Dealing with counterparties.
- Matching cash differences in trades and resolving the discrepancies in the flow of trades from front end trading system to back office system.
- Pushing the trades flown from front end trading system into the channel into our back office system.
- Liaising with other departments for various trade related issues such as security set up, client/security/trade book link up, currency and ex-change differences, etc.
Client Service Officer - Credit Cards Division
HONGKONG AND SHANGHAI BANKING CORPORATION (HSBC - CALL CENTRE)
Mumbai, Maharashtra
06.2006 - 06.2007
- Phone Banking
- Handling customer financial queries
- Maintaining customer accounts
- Cross-Selling
Education
Bachelor of Commerce -
Mumbai University
06.2003 - 06.2006
Skills
Good listening skills
undefinedAccomplishments
- Grabbed a couple of Citi recognition gratitude and excellence awards for effective delivery of various projects
- Manage to score several internal and external client appreciation / testimonials for service excellence and effective collaboration
- Worked on Global projects to establish standardization across the process
Certification
CitiLean Apprentice Certification
Timeline
Prometheus Program 2020-2021
05-2021
CitiLean Apprentice Certification
10-2017
Product Owner – Tech for Ops Reengineering
CitiCorp Services Private Ltd.
04.2017 - Current
Client Service Manager–Institutional Client Group
Citibank N. A
07.2011 - 04.2017
Deputy Manager – Retail Branch Operations
INDUSIND BANK LIMITED – VILE PARLE BRANCH
09.2010 - 07.2011
Assistant Manager –Branch Operations
AXIS BANK LIMITED - CUFFE PARADE BRANCH
06.2008 - 09.2010
Trade Analyst - Global Market Operations
ABN AMRO CENTRAL ENTERPRISE SERVICES PVT. LTD. (ACES).
06.2007 - 05.2008
Client Service Officer - Credit Cards Division
HONGKONG AND SHANGHAI BANKING CORPORATION (HSBC - CALL CENTRE)
06.2006 - 06.2007
Bachelor of Commerce -
Mumbai University
06.2003 - 06.2006
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