ROHIT SRIVASTAVA

• Currently handling a blended team of 17 team members (12 processors & 5 QAs) under Shared Services India, primarily responsible for doing the docketing work of 20 different clients
• Responsible for day to day operations of the team which include work allocation, service levels, quality control and work force management
• Create operational objectives for team in a proactive manner
• Keeping attrition and absenteeism within defined limits
• Ensuring that the team members are mentored and led to meet the customer and operational requirements
• Keeping a track of production KPIs and provide constructive feedback to the team and individuals
• Making sure to publish all customer deliverables like weekly & monthly time reports and service dashboards
• Ensuring that all procedural documents and customer instructions are updated and duly signed off by the customer
• Compliance with quality standards is achieved by keeping track of process quality both internally and externally and achieving adequate sample size
• Providing guidance to team members and helping them improve their team quality by RCA of error trends and sharing feedback.
• Facilitate business take on from the new client and monitor the entire procedure until it is business as usual
• Recognizing team members who are not performing well and developing a plan to enhance their performance with the HRBP. Developing a plan and roadmap to enhance performance in accordance with the company's policies
• Periodically reviewing targets and performance and providing feedback, including mid-year and annual performance reviews.
• Track staffing requirements, hiring new employees as needed
• Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity
• Partner with cross-functional teams to work on different projects for reporting and process improvements
• Core team member of a project team that delivered a efficiency of 10 FTE under project BT Standardization for the department.
• My primary responsibility as the EWS SPOC for the department is to keep track of EWS trends and conduct monthly EWS reviews in the department.

• Handled a team of 29 team members under Mortgage operations, primarily responsible for process like setting Payments in customer’s account, Funds Posting, Completion Control, Product Switch, Welcome Letters
• Worked as Risk SPOC for the Montage Operations department and primarily responsible for facilitating the SOX controls audit with external auditors. reporting the issue in ORBIT tool and working very closely with Risk & Control team team

• Handled a team of 16 team members under PPI Quality Team, primarily responsible to conduct first level of assurance testing on work done by Operation’s Team
• Handled different process under PPI Operation’s Team like Data Gathering & Calculations

• Worked for CAPR process for RBS & NatWest Bank comprises of 18 team members. Team was responsible in clearing out the Bank’s suspense account by crediting the payments into the customer’s account post verification

• Was a part of General Banking Segment of Contact Centre (Bank By Phone) with the team strength of 20 officers: cross trained in General Banking & VGPB Banking the most versatile pool of officers in the unit
• Handled BBP Flex Process which includes Collection Receipts, Generation of Amortizations, Loans Statements, Loans Disbursal Letters unit that is primarily responsible for carrying out some additional activities taken from Indian Centralized Operation’s Teams
• Worked as a Complaint Coordinator for Contact Centre (Bank By Phone) for General Banking, primarily responsible to deal with all complaints raised against BBP and all coordination required with different branches, business units and customers
• Handling activities such as managing Service Levels, training schedules, quality checks, personal grooming of direct repartees, Identification and escalation of IT related issues, MIS reporting, Leave management and manpower analysis.

- Primarily responsible for answering general banking customers call and helping them resolve their queries and concerns

- Primarily responsible for answering general banking customers call and helping them resolve their queries and concerns