Summary

Overview

Work History

Education

Skills

Accomplishments

Languages

Personal Information

Hobbies and Interests

Disclaimer

Timeline

Poonam Kashyap

Summary

As a dedicated professional with over 12 years of experience at Tata Consultancy Services (TCS) in US Retirement - Financial Operations, Corporate Banking, Cash Management, Collections Operations, and Insurance, I have honed my skills in team management and training. Currently, I am contributing to ICICI Bank as a Business Development Manager, where I excel in managing team operations, mentoring new team members, and enhancing productivity. My proactive engagement with both onsite teams and clients has been pivotal in driving process improvement initiatives. My career is marked by a consistent trajectory of leadership roles and responsibilities, underpinned by a strong analytical acumen and organizational prowess. I am recognized for my ability to deliver complex projects with precision and timeliness.

Overview

years of professional experience

Work History

Business Development Manager

ICICI Bank

Ahmedabad

05.2024 - Current

Corporate current account
Facilitating corporate client with LC, BG and other banking product
Maintaining daily MIS
Collation of data for month end MIS.

Assistant Manager

NIAC - New Ireland Assurance Co.

06.2021 - 03.2024

Renewals of Scheme
Pension Scheme Alteration, adding new entrants, removing leavers from a particular scheme
Making checklist/Documents for upcoming renewal
Salary changes for every member of the scheme on timely basis
Vetting the data
Payrolls - Uploading huge data into compass after validating
Coordinating with the onsite team and attending conference calls with the clients for regular updates related to the operational areas
Handling customer queries on a day to day basis
Attending client calls and giving suggestions for process improvements
Responding to emails in a timely manner
Ensure accuracy and timeliness of reports
Training new hires on the following
Develop and sustain solid relationships with client personnel and work with project leads to identify opportunities to provide additional services
Updating daily production stats and allocate work to team members
Also monitor and ensure that the work is completed within the stipulated time-frame
Preparing and updating the Standard Operating Procedures (SOP's).

Sr. Executive

Vodafone & Idea

12.2018 - 05.2021

Operational Management
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members
Capacity planning and liaising with the client counterpart for agreement upon the required head count for a particular process
Monthly CENC (Client Billing) booking for all telecom clients and credit card clients at Pan India level and recovery of dues as per the timelines
Understand new business requirements of the client and ensure all requirements are accommodated in terms of system development, process realignment and cost efficiency
Cash pickups & banking under branch arrangements
Providing adequate feedback and training on the processing errors and sharing periodic quality performance metrics with senior management and client
Managing internal and external audit requirements
Reporting and analysis of volumes and publishing productivity MIS
Process roll out within constrained timelines
Playing key role in process re-engineering which results in process improvement, enhanced service level, reduction in client complaints, standardization in process, time saves, cost saves
Telecom Customers Management
Manage Drop Box clearance, processing, banking, and reconciliation for telecom clients like Vodafone, Idea across Pan India locations
Ensure cheques pickup data is uploaded into the client server on Day 0 within the stipulated timelines
Process Re-engineering
Identify key areas of process improvement in the current processes by continuous monitoring, brain storming sessions, questioning status quo, lean techniques etc
Identification of redundant activities in specific sub-processes which may no longer be required and initiate process change accordingly which may result in cost or time saves
Vendor Management
Preparation of scope of service and penalty clause for vendor agreement, managing payment of billing for vendor across pan India locations
Reconciliation
Reconciliation of cheques / cash picked up from the client's vs processed in the product processor and the debits and credits received against these instruments
Customer MIS
Delivery of standard reports to the clients as per client requirements thru automated mailers
Also, delivery of customized report to special client
Ensure all MIS are delivered to the clients thru client specific information security guidelines only.

SME - Subject Matter Expert

TIAA - Plan Management Services

09.2015 - 12.2018

Coordinating with the onsite team and attending conference calls with the clients for regular updates related to the operational areas
Handling customer queries on a day to day basis
Attending client calls and giving suggestions for process improvements
Responding to emails in a timely manner
Ensure accuracy and timeliness of reports
Develop and sustain solid relationships with client personnel and work with project leads to identify opportunities to provide additional services
Preparing the Pareto Chart on a monthly basis and suggesting ways to improve on quality and conducting Refresher Training for the team
Training new hires on the following
Process knowledge based on various Retirement Service Plans
Updating daily production stats and allocate work to team members
Also monitor and ensure that the work is completed within the stipulated time-frame
Preparing and updating the Standard Operating Procedures (SOP's)
Working with the quality department on client applications for carrying out quality check of the transactions with respect to the employees' contribution under various plans in coordination with the enrollments, loans and withdrawals, and New Plan Set-ups processed by the team
Assuring 100% quality as per the quality standards and adhering to the legal compliance norms.

Sr. Business Executive

TIAA - Survivor

08.2010 - 09.2015

Analysis
Examine the payment request received, purpose of withdrawal and the funds available for distribution
Check if all the criteria fits to process the request if not than make a research and an outreach to the customer and take necessary action required further
Check and resolve breaks related to financial mismatches, payment and interest claims that are payable
Effectively address client queries with timeless and accuracy
Make a check to see if any updated information from the client is updated in the system and if not than update the same
Work with team and handle pre and post settlement requirements
Cataloguing client request received according to the need of payment
Capturing details from client system and online faxes to our system and processing the captured payment request as per the defined timeline
Manage escalation
Ensure Client expectations of operational performance and efficiency are met
Respond to all client queries in a timely and comprehensive manner
Offers solutions and suggestion for the process improvement.