Sadath Affan A
Bengaluru
Summary
Dynamic Operations Leader with over 13 years of experience in IT operations, service delivery, and banking operations at global organizations (ANZ, JPMC, HSBC). Skilled in leading cross-functional teams, managing incident resolution, and driving projects to enhance operational efficiency. Proficient in ITIL-based incident and problem management, stakeholder engagement, and KPI tracking using tools like ServiceNow and Jira. Demonstrated success in implementing methods to achieve 95% customer satisfaction scores. Seeking to leverage expertise in IT operations for the Operations Lead role at Capgemini.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Associate Manager – IT Platform Support
ANZ
Bengaluru
12.2023 - 04.2024
- Led a global night-shift team of analysts, resolving 1,000+ queries monthly for 2,500+ users, ensuring 24x7 platform availability and 100% SLA compliance.
- Managed end-to-end project delivery of support enhancements, defining scope and timelines, reducing ticket volume by 20% through proactive incident trend analysis.
- Tracked key performance indicators (KPIs) using ServiceNow, generating service performance reports to optimize operational efficiency and client satisfaction.
- Mentored junior analysts as SME for infrastructure queries, improving first-contact resolution (FCR) by 15% and fostering a collaborative team environment.
- Collaborated with IT, product, and compliance teams to implement platform improvements, ensuring alignment with client needs and risk management frameworks.
- Delivered performance dashboards, managing resource allocation to ensure cost-effectiveness and 100% deadline compliance.
- Ensured compliance with ITIL standards and global regulations, minimizing operational risks in a high-pressure environment.
- Worked on projects, including AI-driven chatbot implementation, enhancing process efficiency and reducing manual query workload by 25%.
Senior Credit Assessment Officer / Production Lead
ANZ
Bengaluru
02.2020 - 12.2023
- Managed a team of analysts, overseeing complex LMI home loan processing, achieving zero SLA breaches and 100% compliance with banking regulations.
- Led process improvement projects, streamlining workflows to enhance operational efficiency and reduce processing time by 20%.
- Collaborated with IT and compliance teams to optimize risk mitigation frameworks, ensuring alignment with client and regulatory requirements.
- Mentored junior analysts, developing training programs to improve team performance and onboarding efficiency by 15%.
Claims Specialist – Fraud & Disputes
JPMorgan Chase Bank
Bengaluru
04.2017 - 08.2019
- Resolved high-volume fraud claims for debit, credit, and wire transactions, maintaining QA scores 100% and meeting strict turnaround deadlines.
- Led process audits and implemented fraud detection strategies, reducing incident resolution time by 10%.
- Mentored junior analysts, enhancing team efficiency and ensuring compliance with VISA and chargeback protocols.
- Collaborated with cross-functional teams to streamline dispute resolution processes, improving client satisfaction.
Credit Assessment Officer
ANZ
Bengaluru
04.2015 - 10.2016
- Conducted unsecured credit assessments using Credit Assessment Decision (CAD) tools, achieving 100% accuracy and audit compliance.
- Streamlined high-volume application processing, reducing turnaround time by 15% through process optimization.
- Mentored new hires, refining SOPs to improve team efficiency and regulatory adherence.
Customer Service Executive – Personal Banking
HSBC
Bengaluru
10.2012 - 03.2015
- Delivered customer service and Tier-1 support for banking queries and digital banking platforms, achieving high CSAT scores and promoting self-service adoption.
- Provided technical support for internet banking, resolving issues and educating clients on digital tools.
Mortgage Resolution Specialist
Ocwen Financial Services
Bengaluru
12.2010 - 03.2012
- Managed a high-volume portfolio of mortgage resolution cases, negotiating loan modifications to prevent foreclosures.
- Collaborated with cross-functional teams, including investors and compliance, to ensure regulatory adherence.
- Trained and mentored new hires, enhancing team performance and operational efficiency.
Education
B.Tech/B.E. -
PESIT
BengaluruSkills
- IT Operations (Platform Management)
- Service Delivery Management
- Incident & Problem Management (ITIL Framework)
- Client & Stakeholder Engagement
- KPI Analysis & Reporting (SLA, Uptime, Downtime)
- Team Leadership & Mentorship
- Automation (AI, Chatbot Integration)
- Cross-Functional Collaboration
- Governance, Risk & Compliance
- ServiceNow
- Jira
- Confluence
- MS Excel
Certification
ITIL Foundation (Internal ANZ)
Tools Languages
ServiceNow, Jira, Confluence, MS Excel, English (Fluent), Hindi (Fluent), Kannada (Fluent)
Personal Information
Timeline
Associate Manager – IT Platform Support
ANZ
12.2023 - 04.2024
Senior Credit Assessment Officer / Production Lead
ANZ
02.2020 - 12.2023
Claims Specialist – Fraud & Disputes
JPMorgan Chase Bank
04.2017 - 08.2019
Credit Assessment Officer
ANZ
04.2015 - 10.2016
Customer Service Executive – Personal Banking
HSBC
10.2012 - 03.2015
Mortgage Resolution Specialist
Ocwen Financial Services
12.2010 - 03.2012
B.Tech/B.E. -
PESIT
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