PARVATHI GOPAL
Summary
Experienced operations professional with 10 years in banking, mortgage, and financial services. Proficient in team leadership, compliance, and process improvement, with a proven track record of driving performance and delivering client-focused results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Expert-Customer Operations
Allianz
Trivandrum
10.2024 - Current
- Client onboarding, escalation management, compliance operations.
- Root cause analysis and system investigation.
- Improve processes through reporting, and KPI tracking.
- Monitored queues, productivity, service levels.
- Strengthened risk controls and regulatory adherence.
Sr. Analyst, Mortgage
Freedom Circle
Coventry
02.2022 - 02.2024
- Led mortgage underwriting and affordability reviews.
- Managed team workload and delivery targets.
- Optimized workforce planning and staffing capacity.
- Ensured SLA compliance across mortgage cases.
- Collaborated with UK banks to enhance mortgage services.
Sr. Analyst, GIDA
Citi
Chennai
11.2018 - 02.2022
- Managed access control for corporate banking platforms.
- Collaborated with APAC stakeholders to ensure security compliance.
- Led a team of 5+ members with training and performance oversight.
- Established KPIs and improved operational efficiency.
Associate, GDS
EY
Trivandrum
09.2015 - 11.2018
- Supported information security and access management operations.
- Monitored systems, analyzed logs, and generated reports.
- Managed real-time incidents and crisis readiness activities.
- Identified and implemented process improvements.
Education
Bachelor of Technology - Computer Science
University of Kerala
Kerala, India2015
Skills
- Problem solving
- Strategic Thinking
- Client management
- Effective communication
- Stakeholder engagement
- Customer engagement
- Quantitative analysis
- Regulatory compliance
- Operational excellence
- Training mentorship
- Supervision and leadership
Certification
- PowerBI
- Certified Scrum Master -Scrum Alliance
Tools
- CitiDirect BE
- Policy Centre & Billing Centre
- CRM
- Mortgage platform of high street banks in the UK
- Salesforce
Accomplishments
Allianz
- Best Performer – April 2025, Q2.
Freedom Circle
- Reduced offer time by 19%.
CITI
- Cut access downtime by 23%.
- Recognized for pandemic-critical deliveries.
EY
- Awarded Extra Miler for ownership.
- Exceeded SLA targets by 12%.
Timeline
Expert-Customer Operations
Allianz
10.2024 - Current
Sr. Analyst, Mortgage
Freedom Circle
02.2022 - 02.2024
Sr. Analyst, GIDA
Citi
11.2018 - 02.2022
Associate, GDS
EY
09.2015 - 11.2018
Bachelor of Technology - Computer Science
University of Kerala