NEHA KUMARI MISHRA
Visakhapatnam
Summary
Result Oriented & Dynamic Operations Team Lead with expertise in supervising teams and ensuring compliance in video KYC processes. Skilled in conducting training sessions and fostering collaboration, leading to a 98% compliance rate and improved team performance.
Overview
4
4
years of professional experience
2
2
Certification
Work History
Operations Team Lead
Federal Bank
Visakhapatnam
06.2023 - Current
Team Lead, Video KYC Operations.
Federal Bank Ltd., Ops and Cards, Visakhapatnam. |December 2024 – Present
VAO Relationship Manager - 1. |Federal Bank Ltd.|June 2023 – November 2024.
- Supervising a team of 15 members, Video KYC Officers, ensuring accurate and compliant customer verification.
- Monitor call quality and verification accuracy with a compliance rate greater than 98%.
- Conducting weekly training sessions regarding the process to enhance team knowledge on updated guidelines and internal process updates.
- Preparing weekly MIS reports for each process and explaining to each VKYC officer to reduce mistakes while doing KYC.
- Collaborating with the Compliance and Audit Team to ensure zero deviation in KYC adherence.
- Handling escalations and giving proper guidance to Video KYC officers.
- Giving training to newly onboarded Video KYC Officers and allotting processes.
- Managing shrinkage on a daily basis.
- Managing attrition.
- Completing video KYC of Fintech Partner products, i.e., Scapia credit card, IND Money, Paisabazaar, Bajaj FinServ, Jupiter, and Epifi.
- Giving Soft Skills Training.
Teacher
Pearl English Medium School
Visakhapatnam
03.2022 - 05.2023
- Developed engaging lesson plans for diverse student needs and learning styles.
- Facilitated classroom discussions to enhance critical thinking and communication skills.
- Collaborated with teachers to design interdisciplinary projects and activities.
- Conducting an English Weekly Fun session to develop English communication skills among the students.
- Encouraging and motivating students to participate in debate, essay writing, and speaking fuzz to develop their communication skills.
Education
B.COM (Computer Applications) - Accounting And Finance
MVR Degree College
Visakhapatnam04-2022
12th Class - Commerce
Kendriya Vidyalaya No. 1 , NSB
Visakhapatnam04-2019
Senior Secondary (10th ) -
Kendriya Vidyalaya No. 1 , NSB
Viskhapatnam03-2017
Skills
- Video KYC compliance
- Quality assurance
- Team supervision
- Process training
- Call monitoring
- Customer verification
- Problem solving
- Effective communication
- Motivational leadership
- Decision making
- Team Training
- Performance monitoring
- KPI tracking
- Soft Skills Training
Affiliations
- National athlete
- Teaching capability
- Leadership
- Gardening
- Unicef program participant
- Public Speaking.
Languages
Hindi
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Accomplishments
- I am a national gold medalist in sports and games, while pursuing my education.
- Received a certificate and award in the UNICEF program.
- Received a participation certificate at the International Fleet Review
- Received prizes for participation certificates in many competitions, such as debate, dancing, and singing.
Certification
- MS Excel certification with Udemy
- AML KYC compliance certification with Udemy
Timeline
Operations Team Lead
Federal Bank
06.2023 - Current
Teacher
Pearl English Medium School
03.2022 - 05.2023
B.COM (Computer Applications) - Accounting And Finance
MVR Degree College
12th Class - Commerce
Kendriya Vidyalaya No. 1 , NSB
Senior Secondary (10th ) -
Kendriya Vidyalaya No. 1 , NSB