Mansi Jugran Paatwal
New Delhi
Summary
Dynamic Senior Analyst at Natwest Group with a proven track record in data analysis and process improvement. Expert in enhancing reporting tools and driving cross-functional collaboration. Passionate about delivering exceptional customer service while managing escalations and training development. Committed to optimizing performance and achieving operational excellence.
Overview
16
16
years of professional experience
Work History
Senior Analyst
Natwest Group
New Delhi
08.2018 - 11.2024
- Collaborated with cross-functional teams to streamline reporting processes.
- Managed project timelines and deliverables for key initiatives.
- Collaborated with IT teams on new tools and technologies.
- Developed training materials for end users.
- Handled client escalations and SLA management.
- Supported transition of new processes and trained new hires on quality and compliance.
- Delivered high quality customer service
- MIS reporting .
- Team coordination.
- Monthly Team Performance Data.
- Prepearing reports and dashboards for leadership.
- Work with operations to reduce errors, escalations, and repeated issues.
- Recommend automation or self-service solutions where possible.
- Preparing a training map and guide.
- Support unit leaders by allocating tasks, ensuring procedural adherence and helping business continuity plans.
- Maintain operations records, log incidents , detect trends and contact centre teams for process improvements.
Analyst - Customer Service and Operations
Natwest Group
New Delhi
10.2008 - 07.2017
- Monitoring and analyzing key service performance indicators, such as SLA adherence and KPI..
- Identify trends, root causes and improvement opportunities in customer service and operations.
- Collaborated with cross-functional teams to enhance project outcomes and efficiency.
- Provide insights for workforce management, resource allocation and productivity enhancement
- Acting as subject matter expert within team.
- handle daily transaction volumes while meeting SLA and defined KPI.
- Authorize and investigate transactions with accuracy and efficiency.
- Diverse experience in Core Banking Operations in customer service .
- Worked in various processes such as Indexing , Change of address , SDM (static data maintenance).
Education
Bachelor of Arts -
Kalindi College
03-2005
High School Diploma -
Navyug School
New Delhi03-2002
Skills
- Data analysis
- Process improvement
- Reporting tools
- Customer escalation management
- Training development
- Project coordination
- Quality assurance
- Resource allocation
- Performance monitoring
- Cross-functional collaboration
- Effective communication
- Time management
- Process improvements
- Deadline adherence
Languages
English/Hindi
First Language
Accomplishments
- Received bronze ovations
- Appreciation and gifts from onshore team for handling Saffron Project.
- Star Performance awards .
Timeline
Senior Analyst
Natwest Group
08.2018 - 11.2024
Analyst - Customer Service and Operations
Natwest Group
10.2008 - 07.2017
Bachelor of Arts -
Kalindi College
High School Diploma -
Navyug School
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