Nikita Narang
Gurugram
Summary
Total industry experience of +9 years. Domain & industry: Application Support, Implementation & Client Onboarding, Project management, Production support, Forex, OTC, Consumer & Retail Lending Banking, Loan disbursement, Providing Risk Management, Complaints Handing & Compliance.Capable to work in profile which demands excellent communication skills, analytical skills, creativity, relationship building/management. Worked with Axis Bank, Delhi as an Operation & Customer Service Manager and handled Retail Lending business ,Worked with IHS Markit/OSTTRA as Sr. Associate application support with prior knowledge of handling Implementation services for client on-boarding for Trade Platform services with the same organization. Cleared IJP process and got promoted from L1 support to L2 support. Worked on only high priority onboarding cases & client support cases while working as Implementation analyst. Received various appreciation emails from Product & Counter parts across regions. 1st one PAN India to handled disbursement for 50Cr single file size. The youngest operations manager will handle large ticket items. Handled the busiest RAC in India by itself. Created various SOP to ease out work. Handled team of 10 -12 employees IT Skills: L1/L2 support Client & Application Support, Production Support, Unix, SQL, Grafana, DOTCOM, Putty , Service Now , Jira , salesforce, Elastic Search , FIX 4.4 , XML , Splunk , Winscp,Rally , IRESS.
Overview
10
10
years of professional experience
11
11
Certifications
Work History
Consultant - Sr Engineer I
National Australia Bank
7 2023 - Current
- Working in Adviser Desktop support as a team lead to assist HNI client’s advisers.
- Apart from the BAU task i have been given the responsibility to handle in-house application releases, this requires to inline task from Rally , book various meetings with project & product team , Scheduling go – no go calls
- Created various SOP’s using confluence
- In a short span I have also been handling various service now dashboards and presenting it to Project team on weekly calls
- Responsible for pulling out weekly reports on various tasks.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
Sr. Associate Application Support
IHS Markit/OSTTRA
2020.11 - 2023.07
- Collaborated with developers, analysts, and project managers to expedite resolutions
- Multitasker
- Customer-facing presentation skills
- Performance Optimization
- Application support
- Financial services
- Team Handling.
Client Services & Implementation Analyst
IHS Markit
2017.11 - 2020.10
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Built client relationships by responding to inquiries, identifying, and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork & working with Business Analyst to improve the functionality
- Organized daily workflow and assessed appropriate staffing to provide optimal service
- Scheduled and attended meetings with clients and prospective clients to explain business flow and application working as well to understand their business need.
Retail Asset Operations & Customer Service Manager (+3 months on the job training)
Axis Bank
2014.08 - 2015.06
- Worked in retail asset branch by taking care of loan disbursement process post sanction and taking care of customer requests & queries post disbursal
- Developed and rolled out new template design to reduce errors during overdraft facility
- Provided exceptional customer service to customers, increasing customer loyalty
- Monitored daily disbursement discrepancies, inventory shrinkage and drive-off
- Monitored over 5 employees' day-to-day activities and made plans to rectify issues resulting in great productivity
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Maintain periodic, status reports, including daily activity reports, transaction clearance and calls/follow-ups made
- Follow ups with centralized team to get client's transaction settlement.
Education
Post-Graduation Diploma in Banking Services -
Sikkim Manipal University
Bachelors in computer application - undefined
Guru Gobind Singh Indraprastha University
Skills
Self-motivated professional
Certification
Creating Positive Conversations with Challenging Customers
Work Preference
Work Type
Full TimeImportant To Me
Career advancementWork from home optionPersonal development programsTeam Building / Company RetreatsWork-life balanceCompany CultureHealthcare benefitsTimeline
Sr. Associate Application Support
IHS Markit/OSTTRA
2020.11 - 2023.07
Client Services & Implementation Analyst
IHS Markit
2017.11 - 2020.10
Retail Asset Operations & Customer Service Manager (+3 months on the job training)
Axis Bank
2014.08 - 2015.06
Consultant - Sr Engineer I
National Australia Bank
7 2023 - Current
Post-Graduation Diploma in Banking Services -
Sikkim Manipal University
Bachelors in computer application - undefined
Guru Gobind Singh Indraprastha University
Creating Positive Conversations with Challenging Customers
Blockchain Basic
Blockchain: Beyond the Basics
Finance Foundations: Risk Management
SQL Basic query
Into to Service Management with ITIL
AWS Certified Solutions Architect – Associate (SAA-C02) Cert Prep: 1 Cloud Services Overview
Agile Development Practices
HTTP Essential Training
Scrum: The Basics & Agile at Work: Driving Productive Agile Meeting
Mural for Business analysis
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