Rohith Shet
Bengaluru
Summary
Experienced banking professional skilled in operations, stakeholder management, workflow, and team leadership. Recognized for delivering exceptional customer service and achieving high standards. Proficient in drafting and updating reports for senior management. Effective in managing training, projects, and stakeholder engagement.
Overview
9
9
years of professional experience
Work History
Banking Operation Specialist
ANZ Support Services India Pvt. Ltd.
Bengaluru
08.2022 - Current
- Efficiently resolved escalated cases by taking complete ownership and applying effective case management techniques.
- Analyzed call process to reduce settlement delay.
- Analyzed inbox escalations for reduction of escalations
- Maintained monthly compliance standards by ensuring consistent reporting among team members.
- Provided direct chat support to broker for resolution of escalations
- Managed and coordinated the complaint resolution process with a focus on timely resolutions.
- Delivered exceptional customer support for banking customers through phone and email interactions.
- Trained new joiners and achieved 100% throughput ratio.
- Conducted root cause analyses to identify and mitigate issues, providing essential insights for error reduction and quality enhancement
- Participated in the seamless integration of automated file processing from the test environment to the live system.
- Collaborated with stakeholders to implement improvements in the control environment and minimize the potential of future risks
Senior Operational Officer
ANZ Support Services India Pvt. Ltd.
Bengaluru
11.2018 - 08.2022
- Ensured timely payments to customers based on request
- Successfully coordinated available resources and monitored workflow to consistently meet agreed service standards and metrics.
- Managed Macro-related tasks and monitored tool performance.
- Utilized analytical skills to develop effective strategies for reducing customer escalations.
- Ensured staff-produced vouchers met expected quality standards
- Conducting regular quality checks for team adherence to business and regulatory standards
- Produced and disseminated daily, weekly, and monthly reports to senior management
- Set-up regular meetings with onshore partners to calibrate processing steps and desired outcome across campus
- Resolving customer escalations / queries through written and verbal communication channels
Analyst & Senior Analyst
ANZ Support Services India Pvt. Ltd.
Bengaluru
04.2015 - 10.2018
- Verifying loans and documents as per compliance requirement
- Acquired professional skills to ensure the timely completion of the project
- Conducted training sessions for a diverse group of employees from multiple teams
- Ensured timely completion of ramp up process and reporting activities
- Assisted team in automation of the process.
Education
MBA - Finance& Marketing
SOM- Manipal University
Manipal01.2015
BBM -
SDM-Shri Dharmasthala Manjunatheshwara College
Mangalore01.2013
Skills
- Leading & empowering teams
- Process Automation
- Stakeholder engagement
- Analytics & Reporting
- Quality Assurance
- Payment Processing
- Business process improvement
- Quality controls
Accomplishments
- Applauded by onshore stakeholders for ideating multiple ideas during ‘Quality and process improvement’ drive
- Awarded ‘Star Performer’ for 4 quarters, for exceeding key performance targets
- Awarded Two times Year end award for outstanding performance
- Managed a project to streamline the call process, optimizing resource efficiency and minimizing settlement delays.
- Got high number of files with 10 Days SLA to 1 day SLA
- Performed various projects which benefited the organization
Awards
- Awarded monthly, quarterly and annual “Best Performer” awards for maintaining best accuracy and efficiency
- Recipient of “Outstanding customer service “award for processing and releasing of the payment on same day.
- Recipient of “Succeed together “award for doing a project which helped settlement time reduced.
Languages
Konkani
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Kannada
Proficient (C2)
C2
Timeline
Banking Operation Specialist
ANZ Support Services India Pvt. Ltd.
08.2022 - Current
Senior Operational Officer
ANZ Support Services India Pvt. Ltd.
11.2018 - 08.2022
Analyst & Senior Analyst
ANZ Support Services India Pvt. Ltd.
04.2015 - 10.2018
MBA - Finance& Marketing
SOM- Manipal University
BBM -
SDM-Shri Dharmasthala Manjunatheshwara College
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