Prafull Tiwari
Summary
Meticulous and highly accomplished professional with more than 6 years of overall experience in business analysis in financial industry specialized in implementation of financial tools, governance, quality and forecasting; Result-oriented decisive leader to maintain high quality standards to meet challenges of this fast paced, high turn-over industry; Tendency to thrive in fluid environments while remaining pragmatic and focused; Highly ethical, trustworthy and discreet.
Overview
9
9
years of professional experience
Work History
Assistant Vice President, Compliance
Barclays
07.2024 - Current
- Act as a trusted compliance advisor to business leadership, providing independent oversight and challenge on strategic initiatives.
- Strengthen product governance through risk-based assessments focused on conduct, consumer outcomes, and regulatory alignment.
- Influence decision-making by articulating compliance risk trade-offs in a commercially pragmatic manner.
- Embed a proactive risk culture through training, stakeholder engagement, and oversight interventions.
Team Manager Ops
Barclays
07.2018 - 07.2024
- Competent, diligent & result oriented professional, offering experience across process Management, Client Servicing, People Management and Liaison & Coordination; currently spearheading as Team Manager Operations in Barclays.
- Pivotal in identifying process gaps and arranging calibration sessions to keep the skill level of the workforce up to date, assessing performances and updating on process related information.
- Expertise in leading large teams while managing and training them to ensure a customer-oriented service approach.
- Proficient in designing and implementing strategies to meet SLAs and procedures within agreed timelines using strong organizational skills.
- Undertook several community initiatives to support the underprivileged.
- Monitoring performance for all PBs on weekly/monthly basis with a focus on overall attendance shrinkage to meet line adherence; leading sessions based on updated guidelines to enhance their operational efficiency leading to increased productivity.
- Managing attrition rate and ensure high levels of motivation among team; focusing on measuring performance of the team including performance appraisals, confirmations and ongoing feedback and training.
- Conducting Dip Checks for the team on a regular basis and adhering to SLAs.
- Working with AVP and other TMs to plan and provide support and guidance with Disciplinary, Capability & Grievances, completing interviews and documentation; setting up 121’s with team members on monthly basis.
- Preparing and presenting various weekly/ monthly MIS reports pertaining to process/ productivity.
- Managing business operations by escalating the issues and tracking daily activities by ensuring that processes are followed as per the quality standards.
- Directing internal process audits and process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.
Credit Bureau Dispute Analyst
Barclays
10.2020 - 01.2023
- Dealing with cases received by Credit Bureaus, investigate and approve the cases based on Identity and Verification standards.
- Cross skilled across all processes within the department – Direct and Indirect disputes, Identity Service, Data Remediation.
- Identified the reasons of error and failure; suggesting and implementing the changes required for better results.
- Identifying and eliminating the elements of risk on the accounts/cases, handling ID Theft cases and conducting thorough investigations.
- Receiving, handling and resolving disputes from credit bureaus regarding consumers’ credit file and reporting back accurate data.
- Strong understanding of Financial Crime regulations and policies (AML, Sanctions, and Anti-Bribery and Corruption).
- Proficient in doing quality checks for the team, sharing the relevant feedbacks to the individual and sharing the reports to the internal stakeholders.
- Prepared and delivered a formal training sessions on various complex topics in the team.
- Taking personal ownership for self-development and the development of colleagues through the sharing of best practices.
- 100% Participation in team meetings, being proactive in sharing new ideas on how to improve things for the team.
- Arranging one to one sessions for colleagues to help and support with process related queries and best practices to improve quality scores.
Personal Banker – Essential Banking and OMNI
Barclays
07.2018 - 10.2020
- Profile includes resolving complex queries and complaints at FPOC.
- Providing excellent service that helps customers to meet their day-to-day banking needs.
- Participating fully in team meetings, being proactive in sharing new ideas on how to improve things for the team and customers.
- Delighting the customers by offering a professional, caring, consistent and outstanding level of customer service, whereby an emotional connection with the customer is built.
- Performance of quality assurance activities including monitoring chats and recommending corrective actions.
- Sharing regular monitoring findings with the Team leaders, AVP and other stakeholders to take necessary action as per business policies.
- Working as a permanent support since 2 months where the primary job is to manage the queue and non-adherence while supporting the agents with complex queries.
- Highlighting the process updates as a Communications SPOC.
- Sending daily complaints status with the Leadership and Stakeholders.
- Validate HRP Chats real-time as an HRP SPOC.
- Prepared and delivered a formal training session on various complex topics in the team.
SME in AT&T Mobility Process
Convergys India Services
02.2017 - 07.2018
- Worked as an SME in AT&T Mobility Process and handled escalation chats from same department and unresolved queries.
- Inbound chats for technical faults on mobile phones, landlines and modems.
- Prepare NPS data for the team.
- Awarded best trainee in AT&T Mobility Chat.
- Awarded ‘Tech Guru’ for consecutively 5 months.
- Awarded for best NPS on the floor numerous times.
Education
B.Com -
Higher Diploma in Information Technology -
NIIT
12th -
ISC Board
10th -
ICSE board
Skills
- Presentation Skills
- Knowledge about black box testing
- Integrity
- Team Player
- Excellent problem solving skills
- Proficiency in MS Office
Accomplishments
- Star Performer of the quarter – 2021
- Superhero Award: Star Performer of the month: June’19
- Detractor less banker of the year – 2018
- Best Performer Q2-OMNI
- Awarded best trainee in AT&T Mobility Chat
- Awarded ‘Tech Guru’ for consecutively 5 months
- Awarded for best NPS on the floor numerous times
Personal Information
- Date of Birth: 09/12/95
- Gender: Male
Other Experience
- 3 years teaching experience in Achievers Institute
- Worked at promotional events of Intel, Google, Godrej, HP, Fortis and Apple
Languages
Hindi
First Language
English
Proficient
C2
Timeline
Assistant Vice President, Compliance
Barclays
07.2024 - Current
Credit Bureau Dispute Analyst
Barclays
10.2020 - 01.2023
Personal Banker – Essential Banking and OMNI
Barclays
07.2018 - 10.2020
Team Manager Ops
Barclays
07.2018 - 07.2024
SME in AT&T Mobility Process
Convergys India Services
02.2017 - 07.2018
B.Com -
Higher Diploma in Information Technology -
NIIT
12th -
ISC Board
10th -
ICSE board