Roopali Poddar
Operational Analyst
New Delhi
Summary
Seasoned operations and back-office expert with over 10 years of experience in business operations, international payments, transaction processing, and process management.
Overview
14
14
years of professional experience
Work History
Sr. Customer Service Advisor
Concentrix
11.2025 - Current
- Reviewed and analyzed risk appeal cases to determine eligibility as per company policy for Cash App customers.
- Checked customer accounts for fraud and risk-related issues.
- Completed cases accurately within defined SLA timelines.
Operational Analyst
American Express
02.2019 - 09.2023
- Verified and validated client bank details in FX Operations, ensuring accuracy of SWIFT codes, IBANs, and customer data in TGBR to prevent fraud and ensure compliance.
- Improved bot accuracy for Telegraphic Transfer forms by preparing quality reports, reducing transaction errors and duplicates.
- Handled daily transaction processing, high-value payment monitoring, and backend support for business clients.
- Created and implemented SOPs to streamline payment processes, improving team efficiency by 25%.
- Supported successful process migration from Singapore and led post-migration training sessions.
Process Developer
Mercer
10.2014 - 07.2017
- Processed and maintained Defined Benefit (DB) retirement plans for US clients, ensuring accuracy in pension calculations, vesting, and benefit disbursements.
- Reviewed and updated participant information in internal systems, performing quality checks to minimize data discrepancies.
- Validated participant pension paperwork and set up pensions in the Benefit Workstation application as per selected options such as Single Life Annuity, Lump Sum, and other plan provisions.
- Assisted in process documentation and SOP updates to enhance workflow efficiency and maintain compliance standards.
- Successfully led bulk pension batch processing projects for the Wheaton client, ensuring timely and error-free execution, while training cross-functional teams to improve accuracy and productivity.
Trainee Associate
IGATE Patni
11.2011 - 09.2014
- Provided customer support via calls, emails, and chat.
- Handled order placements and payment-related processes ensuring timely execution.
- Coordinated with internal teams to resolve client issues and ensure process continuity.
Education
MBA - Finance
Sikkim Manipal University
01.2015
Bachelor of Commerce (B.Com) - undefined
Delhi University
01.2011
12th (CBSE) - undefined
Jindal Public School
01.2008
10th (CBSE) - undefined
Jindal Public School
01.2006
Skills
Operations oversight
Detail-oriented
Customer appeals processing
Process optimization
Transaction handling
Time optimization
Accomplishments
- American Express: Led Singapore–India process migration, created SOPs, and trained the team.
- Enhanced TT BOT accuracy through quality checks and coordination with onshore teams; earned ‘Green Star’.
- Mercer: Led bulk pension batch processing for the Wheaton client with 100% accuracy.
- Trained cross-functional teams and improved process productivity.
Career Break
September 2023 – October 2025:Took a planned maternity career break. Successfully re-entered the corporate sector in November 2025 with Concentrix in a backend operations role.Now actively seeking the Fx Payment operations profile.
Timeline
Sr. Customer Service Advisor
Concentrix
11.2025 - Current
Operational Analyst
American Express
02.2019 - 09.2023
Process Developer
Mercer
10.2014 - 07.2017
Trainee Associate
IGATE Patni
11.2011 - 09.2014
MBA - Finance
Sikkim Manipal University
Bachelor of Commerce (B.Com) - undefined
Delhi University
12th (CBSE) - undefined
Jindal Public School
10th (CBSE) - undefined
Jindal Public School