PRASHANT BATRA
Shahdara
Summary
Strategic and results-driven operations leader with over 12 years of expertise in banking and healthcare domains. Successfully leads high-performing teams and drives process excellence across global service environments. Recognized for streamlining complex workflows, championing automation, and consistently delivering superior service outcomes. Proven ability to align operational objectives with business goals, while nurturing talent and ensuring compliance at scale. Experienced and reliable team manager with a successful history of leading and motivating staff members to exceed goals. Excellent communication and organizational skills enable effective conflict resolution and addressing emerging issues.
Overview
13
13
years of professional experience
Work History
Team Manager – Trading Address Verification (KYC)
Barclays Shared Services
02.2023 - 02.2025
- Lead and manage a team of 35 colleagues responsible for executing Trading Address Verification processes for Business Banking customers.
- Foster a high-performance culture through coaching, mentoring, and real-time feedback.
- Ensure all address verification activities adhere to internal policies, regulatory guidelines, and audit requirements.
- Identify and mitigate operational risks through daily controls, RCA (Root Cause Analysis), and proactive escalations.
- Monitor and manage team performance to meet daily, weekly, and monthly Service Level Agreements (SLAs) and KPIs.
- Handle real-time workflow allocation and capacity planning during high-volume periods.
- Collaborate with onshore stakeholders, Quality Assurance, Risk & Control, and Technology teams to resolve issues and improve process accuracy.
- Act as the primary point of contact for performance updates, process escalations, and delivery reviews.
- Generate and publish Management Information (MI) reports including Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).
- Analyze trends, highlight gaps, and present performance metrics with action plans to senior management.
- Partner with Process Excellence and RPA teams to identify automation opportunities in Trading Address Verification.
- Drive lean initiatives to reduce manual touchpoints, improve turnaround times, and enhance accuracy.
- Design and deliver structured onboarding and upskilling programs for new joiners and existing team members.
- Conduct refresher training based on error trends and compliance observations.
- Ensure all verification activities are compliant with KYC, AML, and data protection regulations.
- Conduct regular spot checks and maintain up-to-date process documentation for internal audits.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Process Expert – Account Opening
Barclays Shared Services
10.2020 - 02.2023
- Oversaw a 15-member team delivering end-to-end customer account opening services.
- Owned process knowledge creation through knowledge checkers and training assets.
- Designed MI dashboards and reports for process tracking and stakeholder updates.
- Managed SOX control activities and policy compliance across key touchpoints.
- Acted as the go-to knowledge resource and led team performance during TM absences.
Process Expert – Payment Protection Insurance
Barclays Shared Services
12.2019 - 10.2020
- Drove process orientation and mentoring for Remediation Customer Service-Fulfilment process advisors.
- Identified skill gaps and implemented custom coaching for bottom performers.
- Supported Team Managers in process innovation and operational coverage.
Process Advisor – Payment Protection Insurance
Barclays Shared Services
03.2015 - 12.2019
- Handled case processing for PPI customers with a strong focus on accuracy and compliance.
- Played a key role in onboarding and training six new hire batches (100% success rate).
- Collaborated with the RPA team on automation projects to reduce manual interventions.
Process Associate
UHG & Magna Infotech
07.2012 - 03.2015
- Managed daily operations for Medicare claims processing, achieving 100% accuracy in monthly targets.
- Mentored new joiners during transition from On Job Training to production phase.
Education
Bachelor of Computer Applications (BCA) -
C.C.S University
01.2011
Senior Secondary (XII) - undefined
C.B.S.E
01.2008
Secondary (X) - undefined
C.B.S.E
01.2006
Skills
- Strategic Planning & Execution
- Team Leadership & Development
- Stakeholder Engagement
- Risk & Compliance Management
- Operational Excellence & Automation
- Client Relationship Management
- Performance Management & Quality Assurance
- MI Reporting & Business Reviews
- Process Improvement & Transformation
- Multitasking in High-Pressure Environments
- Advanced Excel skills
- Slide deck creation
- Data-driven reporting expertise
- Performance tracking dashboards
- SOX regulatory adherence
- Risk management assessments
- Operational excellence
Key Achievements And Certifications
- Barclays Reward Program Awards: Service Excellence (11/01/17, 04/01/19), Team Excellence (05/01/18)
- TTT Trained (Train the Trainer) – Conducted 6 successful training batches
- RPA Project Contributor – Worked with automation teams for process transformation
- Increased Team Production & Quality through targeted training and development
Personal Information
Date of Birth: 10/30/90
Operational Excellence Highlights
- Collaborated with the RPA team to automate manual verification steps, reducing average handling time by 30%.
- Developed a risk-based MI dashboard to flag high-risk trading addresses based on geo-location and frequency of changes.
- Led a cross-functional team to redesign the Standard Operating Procedures (SOPs) for Trading Address Verification.
- Designed and implemented a buddy system for new hires to reduce training turnaround time by 25%.
- Initiated a floor-wide quality improvement project focused on reducing NIGO (Not in Good Order) rates.
- Created an audit checklist and documentation tracker to ensure readiness for internal and external compliance checks.
Timeline
Team Manager – Trading Address Verification (KYC)
Barclays Shared Services
02.2023 - 02.2025
Process Expert – Account Opening
Barclays Shared Services
10.2020 - 02.2023
Process Expert – Payment Protection Insurance
Barclays Shared Services
12.2019 - 10.2020
Process Advisor – Payment Protection Insurance
Barclays Shared Services
03.2015 - 12.2019
Process Associate
UHG & Magna Infotech
07.2012 - 03.2015
Senior Secondary (XII) - undefined
C.B.S.E
Secondary (X) - undefined
C.B.S.E
Bachelor of Computer Applications (BCA) -
C.C.S University
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