Rita Lakra Jain

o Resourcing & Vendor management

o Aid in all project system closures and analyze by reviewing with Project Management

o Ensure Timesheets are completed and submitted for approval on a regular basis.

o Ensuring clear project definition, objectives, and deliverables.

o Ensuring budgets are defined and tracked throughout the project lifecycle.

o Manage the status reporting requirements of projects and support others to produce required reports.

o Regularly reporting project health and any other metrics

o Conduct project reviews.

o Ensures project documents are complete, current, and appropriately stored.

o Ensuring C-SAT initiation till closure for the projects with complete delivery

Process – (Process- Payment Protect Insurance , FOS, Post Sorting )

o Monitor the performance of the team wrt KPI targets and provide inputs on repeat KPI misses to eliminate occurrence.

o Prepare monthly report and MI's and share with business partners and other internal stakeholders on agreed timelines.

o Escalate any deviations to Standardized Operation Procedures and support managing the same.

o Respond to process specific queries and help manage escalations effectively.

o Jointly responsible with the manager to ensure satisfactory ratings on all audits/reviews both internal & external.

o Review and update BCP document on a yearly basis and send it for sign offs.

o Proactively seek to resolve or make changes to current processes using workout and continuous improvement tools to improve efficiency.

o Management & Development of team of staff including performance management, coaching, training & development.

Process- (Address Change & CLHTK , Internet Banking )

o Have effectively migrated two processes from The Netherlands.

o Authoring the process SOP, KPI, Additional Processing Instruction and devising MIS to track adherence to the SLA.

o Did a work-out on creation of a training manual on the Dutch banking system and culture which therefore made the relation of client and the services more intense and transparent.

o Have effectively handled the GIA (Group Internal Audit) for Address Change & Undelivered Mails.

o Have successfully implemented Lean for Address Change, Undelivered Mails & CLHTK process.

o Responsible for preparing the training SOP’s and training the new joiners on the same.

o Making reports at departmental level which includes SRP (Service Review Pack), Call Tree, Workstation details, Meal Data, BCP( Business Continuity Plan) data , Volumes and Functional Skill Matrix.

· Was responsible for taking all types of banking calls pertaining to the customers balances, transactions, Debit card and pin issuance, Card hot listing, Stop payment of cheques, request for CC&DD , Car loan, personal loan and mutual funds

· Was always high in productivity and took escalated calls as and when required.

· Was responsible in making Root Cause Analysis Report that was later sent to ISO.

· Was part of the Link Project along with the Branch team to create a ready reckoner for old and new Customer care agents.

· Was appointed a team coach internally to help TL in various activities and to mentor the new joiners.

Immigration Section

· Responsible for managing a variety of correspondence with administration, finance, and mail department.

· Was involved in the creation, maintenance and closing of Incoming visa applications.

Resourcefully handled the Microfilming machine at times independently

Food & Beverage Service (Golden Phoenix Restaurant)

o Received and seated guests according to their requirements.

o Took orders for food & Wine and serving with technical know-how.

o Took complete responsibility of the restaurant in terms taking orders and serving.

o Responsible for cashiering for the restaurant and spooling reports

o Was one of the pilot team members in contributing to the opening of Radisson Hotel.

o Managing Tea Lounge alone by seating, serving the best of teas, coffees, and savories to the customers