Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Timeline
Generic

Sahej Khurana

New Delhi

Summary

Experienced banking professional with over 4.5 years in retail and international banking, currently serving as a Subject Matter Expert at NatWest Group. Skilled in customer service, process improvement, and regulatory compliance. Proven ability to resolve complex issues, enhance service quality, and lead knowledge-building initiatives. Recognized for delivering consistent results, and driving customer satisfaction.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Subject Matter Expert

NatWest Bank
Gurugram
01.2025 - Current
  • Collaborated with teams to understand banking regulations and compliance requirements.
  • Assisted in creating documentation for training and operational procedures.
  • Provided support in analyzing customer feedback to enhance service delivery.
  • Participated in meetings to discuss product features and improvements.

Senior Analyst

NatWest Bank
Gurugram
11.2022 - 01.2025
  • Deliver accurate and timely resolution of customer queries, applying a right-first-time approach in all interactions
  • Strengthen customer relationships by offering empathetic, knowledgeable, and proactive service
  • Act as a knowledge resource and trainer within the team, fostering peer development and shared best practices
  • Ensure adherence to regulatory standards by proactively identifying risk triggers and driving remedial actions

Assistant Manager - Customer Experience

HDFC BANK
NEW DELHI
08.2020 - 11.2022
  • Handled a wide portfolio including Savings/Current Accounts, Home Loans, Personal Loans, Insurance, FDs, RDs, Demat, and Credit Cards
  • Ensured operational compliance by managing NEFT/RTGS transactions, KYC documentation, audit readiness, and fraud monitoring
  • Consistently exceeded monthly cross-sell targets for insurance, loan products, and investment accounts
  • Supported internal audits and coordinated with stakeholders for timely implementation of audit recommendations
  • Received monthly Star Service Excellence awards for delivering outstanding service and lead conversion results

Education

MBA - Marketing Management

SVKM's NMIMS
10-2024

BBA - Business Management

Dayalbagh Educational Institute
Agra
05-2020

Intermediary School -

The Lawrence Public School
New Delhi
03-2017

High School -

The Lawrence Public School
03-2015

Skills

  • Risk and incident management
  • Market analysis
  • Project management
  • Customer service
  • Data analysis
  • Regulatory compliance
  • Retail banking products and cross-selling
  • Complaint Resolution & Quality Assurance
  • Regulatory Compliance & Governance
  • Team Capability Building & Mentoring
  • Strategic Communication & Stakeholder Handling

Affiliations

  • Learn & Earn Initiative in Graduation (BBA) where I started my own business with my fellow mates for over a year in which we successfully sold self-made food with different cuisines.

Accomplishments

  • Awarded multiple Star Service Excellence awards at HDFC Bank
  • Successfully disbursed and managed high-value loans, investments, and insurance portfolios
  • Recognized at NatWest for driving team knowledge sessions and ensuring QA compliance

Certification

  • AMFI – Association of Mutual Funds in India, Jul 2021
  • IRDAI – Insurance Regulatory and Development Authority of India, Jan 2021
  • HubSpot Social Media Marketing Certification, Jun 2020

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Subject Matter Expert

NatWest Bank
01.2025 - Current

Senior Analyst

NatWest Bank
11.2022 - 01.2025

Assistant Manager - Customer Experience

HDFC BANK
08.2020 - 11.2022

MBA - Marketing Management

SVKM's NMIMS

BBA - Business Management

Dayalbagh Educational Institute

Intermediary School -

The Lawrence Public School

High School -

The Lawrence Public School

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Sahej Khurana