Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
AdministrativeAssistant
Neha Bikhchandani

Neha Bikhchandani

Customer Service And Operation Delivery Manager
New Delhi

Summary

Professional with strong background in managing delivery processes and driving successful project outcomes. Skilled in coordinating teams, optimizing workflows, and adapting to evolving project requirements. Known for fostering collaboration and ensuring alignment with organizational goals. Adept in problem-solving, resource management, and maintaining high standards in fast-paced environments.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Service & Operation Delivery Manager- Broker Pre Underwriting & Underwriting - Mortgages

NatWest Group
Gurugram
09.2023 - Current
  • Lead a team of Analyst/Senior Analyst including outlining common /PDP goals, performance management.
  • Manage daily activities to ensure SLA and quality is achieved, this includes production, quality checking, escalations, analysis.
  • Manage complex stakeholder relationships internally and externally, ensuring delivery is in line with the operational requirements and aligned to customer/ business needs.
  • Worked with stakeholders across the bank to translate business requirements into function design – Business testing, process simplification, Process walkthroughs, cross skilling initiatives with resource planning to optimize workforce.
  • Experience in driving Process improvement (simplification of minimum standards) through calibration session with cross-functional teams to streamline processes and enhance operational effectiveness.
  • Lead Governance and reporting through preparation and presentation of Tableau Dashboard, Monthly Business Review (MBR) and team’s Score card.
  • Exposure of AOM- Control IQ for efficient planning of resources, capacity, downtime, loaned, borrowing, overtime with Diverted activities.
  • Regularly review of standard operating procedure, Marge with the intention to streamline the process. Awareness across the business through communication mailbox to mitigate operation risk.

Mortgage Broker Underwriting Specialist

NatWest Group
Gurugram
08.2019 - 08.2023
  • Responsible to conduct Underwriting training and to keep management updated on team performance.
  • Respond to queries from customers and stakeholders promptly within agreed timelines.
  • Ensure adherence to Underwriting standards, instructions, and good practice to minimize risk and maximize efficiency.
  • Continuous process improvement and sharing best practice.

Customer Service & Operation Analyst- International Trade Finance

NatWest Group
09.2010 - 08.2019
  • Handled overseas transactions (payments) in Letter of credit and Trade collections for Asia, UK and Ireland.
  • Collaborated with Stakeholders ensuring that the Bank’s delivery standards in achieving total customer satisfaction are met.
  • Ensured adherence to Functional instruction manuals, Anti Money Laundering regulations & procedures and sanctions related guidelines in daily activities.
  • Supervise and direct the provision of accurate and timely service on the finance of imports and exports.
  • Performed sanctions screening of transactions and liaise with the concerned Team.
  • Reconciliation of payments, preparing MIs reports.

Senior Officer- UAE Operations- Credit Cards

NatWest Group
07.2007 - 09.2010
  • Allocation of work to the Team, reconciliation of completed volumes and arrange enhanced Process sessions.
  • Streamlining and Continuous reviewing the Process.
  • Ensured to keep the Team compliant and updated with Information security. Performed surprise Check/ Audit within the Team to check Process knowledge.

Education

Post Graduation Diploma - Business Administration (Finance)

Symbiosis Centre for Distance Learning
Pune
01-2011

Bachelor of Business Administration - Banking and Insurance

Guru Gobind Singh Indraprastha University
Delhi
01-2007

Skills

Delivery management

Business analysis

Stakeholder management

Team supervision

Continuous delivery

Issue resolution

Accomplishments

  • Multiple performance awards including Best Employee, People’s Choice & Star Performer.
  • Resolved Dashboard issue through experimentation and business testing.
  • Collaborated with team of three in the development of Tableau Dashboard.
  • Led successful Import Trade process migrations.
  • Accredited in Underwriting, Trade Collections, LCs & Payments.

Certification

Six Sigma green belt

Timeline

Six Sigma green belt

08-2025

Customer Service & Operation Delivery Manager- Broker Pre Underwriting & Underwriting - Mortgages

NatWest Group
09.2023 - Current

Mortgage Broker Underwriting Specialist

NatWest Group
08.2019 - 08.2023

Customer Service & Operation Analyst- International Trade Finance

NatWest Group
09.2010 - 08.2019

Senior Officer- UAE Operations- Credit Cards

NatWest Group
07.2007 - 09.2010

Bachelor of Business Administration - Banking and Insurance

Guru Gobind Singh Indraprastha University

Post Graduation Diploma - Business Administration (Finance)

Symbiosis Centre for Distance Learning
Neha BikhchandaniCustomer Service And Operation Delivery Manager