Pooja Mangal
Hyderabad
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
13
13
years of professional experience
Work History
Manager
KFin Technologies Limited
08.2023 - Current
- Managed AML Operations Team- Led a team of 10-12 AML analysts and investigators to ensure effective monitoring, detection, and reporting of suspicious transactions
- Transaction Monitoring- Oversee transaction monitoring systems to identify and report suspicious activity, ensuring compliance with regulatory requirements
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Risk Management- Identified, assessed, and mitigated AML related risks across the organization, implementing controls and procedures to prevent ML and terrorist financing
- Compliance- Ensured adherence to relevant laws, regulations, and industry guidelines related to AML, maintaining upto-date knowledge of regulatory requirements (SEBI, OFAC, UNSC, WMD, UAPA, FATF, etc.)
- Process Improvement- Implemented process improvements to enhance the efficiency and effectiveness of AML operations, ensuring alignment with organizational objectives
- Stakeholder Management- Collaborated with cross-functional team, including compliance, Risk, and Technology, to ensure effective implementation and maintenance of AML product
- Effectively managed stakeholder expectations and concerns, ensuring timely resolution of issues and concerns
- Boosted operational efficiency by 20% by implementing new agile methodologies and process re-engineering
- Enhanced team productivity by 25% by introducing targeted training programs and effective team leadership practices
- A leading financial services company focusing on technology-driven solutions
Product Support Specialist
Amazon Development Centre
02.2022 - 08.2023
- Company Overview: Global leader in e-commerce and cloud computing
- Process Improvement- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly
- Training and Development- Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth
- Defect Management- Researched and identified solutions to technical problems
- Oversaw incidents, evaluated impact and risks, and ensured effective resolution
- Ticket management Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times
- Problem solving- Utilized problem-solving skills to diagnose and resolve customer issues quickly and accurately
- Product Management - Participated actively in project meetings related to new product releases or feature updates
- Handled over 500 support tickets monthly, coordinating resolutions across multiple teams
- Global leader in e-commerce and cloud computing
Solution Delivery Analyst
WIPRO (Earlier known as AON)
08.2014 - 12.2021
- Company Overview: A multinational corporation providing information technology, consulting and business process services
- US Healthcare -Experience delivering solutions to healthcare clients, including implementation, testing, and training
- Familiarity with healthcare regulations (e.g
- HIPAA, COBRA, active and retirement plans)
- Workflow and Data Management- Strong understanding of healthcare operations and workflows
- Client Acceptance Testing- Developed and executed test plans to ensure client requirements were met
- Coordinated the testing of applications prior to deployment ensuring quality assurance standards are met
- Defect Management- Tracked and managed defects to ensure timely resolution
- Analytical skills- Strong analytical skills to identify and report defects
- Planning - Effective project planning, schedule and management, capacity and utilization management, delegating work to meet deliverables, and review status of outstanding work, using either onshore or offshore resources
- Stakeholder Management- Serve as a contact for clients' Third-Party Administrators, as well as all internal Shared Services that impact ongoing operations
- Quality checks- Review and sign off on escalated Benefits Analysts (BA) deliverables (e.g., data quality checks, client responses) to ensure ongoing adherence to standard operating procedures that ensures high quality and provide coaching and development of BAs to create a culture of continuous improvement
- Team management- Allocating jobs and workload to individual team members based on their ability
- Training- Develop and deliver client-specific operational training
- Process Improvement- Implementation of new process/ initiatives and making sure all team members understand them
- Annual enrollment- Played a major role in providing support to employees during annual enrollment, addressing questions and concerns
- Annual reports and US payroll - Worked on sharing the annual enrollment stats with the leadership team
- Coordinated year-end payroll processing, ensuring timely and accurate completion
- A multinational corporation providing information technology, consulting and business process services
Senior Associate
John Keels BPO Pvt. Ltd. (Now known as Personiv)
04.2012 - 07.2014
- Company Overview: A leading Business Process Outsourcing company
- Provided feedback on calls and conducted process updates
- Assigned calls for sale verification
- Sent daily performance reports to clients
- Helped the team achieve monthly targets
- A leading Business Process Outsourcing company
Education
BBA -
Hans Raj Mahilla Maha Vidhayala
Jalandhar, India01-2010
Skills
- Team leadership
- SQL
- Performance monitoring
- Business analysis
- Decision-making
- Verbal and written communication
- User acceptance testing
- Requirements gathering
- Project coordination
- Complex Problem-solving
- Application support
- Documentation and reporting
- Product knowledge
- Relationship building
- Project management
- Cross-functional collaboration
- Product demonstration
- Timeline estimates
- Cross-functional teamwork
- New hire training
- Project planning
- Customer relationship management (CRM)
- System administration
- Performance management
- Escalation management
- Operating systems
- Teamwork
- Microsoft windows and office
- Troubleshooting
- Agile methodologies
- Enhanced due diligence
- Suspicious activity reporting
- Transaction monitoring
- Know your customer
- Risk mitigation
- Compliance training
- AML investigations
- Audit support
- Critical thinking
Timeline
Manager
KFin Technologies Limited
08.2023 - Current
Product Support Specialist
Amazon Development Centre
02.2022 - 08.2023
Solution Delivery Analyst
WIPRO (Earlier known as AON)
08.2014 - 12.2021
Senior Associate
John Keels BPO Pvt. Ltd. (Now known as Personiv)
04.2012 - 07.2014
BBA -
Hans Raj Mahilla Maha Vidhayala
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