Sanjana Gopi

Consummate Senior operation analyst with documented history of breaking extremely complex business processes into easily understandable, manageable components. Adept at unraveling process opacities that hide unforeseen flaws to create transparent and efficient workflows. Provides collaborative methods for gradual, consistent improvement through synergistic efforts.

Dynamic and results-driven banking professional with 6 years of experience in Retail operations. Expertise in managing stakeholder relationships, prioritize and manage data, expertise working in payments, account maintenance and account amends

. Proven track record in enhancing operational efficiency, and delivering exceptional customer service. Adept at leading teams and training new staff while maintaining compliance with regulatory standards.

• Communicating with customers through SMS/ Emails and letters in order to get clear knowledge and confirmation regarding payments or data related queries.
• Prepare plan of action for the whole team on regular basis.
• Worked on new process to create process mapping.
• Reduced overall FT of team by being the SME for the digital automation for change of address process and Overdrawn Savings.
• Coordinated with the Risk team and created a blue work (Process flow) for a new process migrated from the United Kingdom.
• Providing regular reports to Senior Management on exception requests and reduces exceptions from 15% to 6% by bringing in STB ideas (Simplifying the bank).
• Created a user manual for MI activities that can be used as guidance for any users to pick MI work without assistance.
• Supported with automation tool for reducing volumes.

October 2017 – May 2020

Natwest Group – Customer Service and operations Analyst

Administrating account types, processing, verifying, and recording documents

and forms.

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• Assist in drafting and updating documents and correspondence.

Perform searches on individuals and entities using external/Internal

applications.

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• Perform ad‐hoc tasks for the manager and Director.

• Coach and mentor junior staff on best practices.

Doing KYC checks for the customers and detecting suspicious activity and

detecting activity of suspicious persons like fraud requests, overdrafts, and

bad debts.

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• Participate in special projects and initiatives.

• Organize office operations and procedures.

• Taking care of all the automation activities.

• Focused on Critical people capabilities skills.

Worked with other leaders which built trusted advisor behavior and critical

thinking.

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• Provided high-quality support.

Participated in Leader meetings with expertise in delivering support services

and resolving customer complaints.

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• Trained in automation tools and processes.

• Demonstrated competencies in operating multi-functions.

Supported by answering customer inquiries, resolving issues, and ensuring

that customers have a positive experience.

June 2020 -present

Natwest Group – Senior Operations Analyst, Chennai

• Lead a team of 10 or more employees responsible for [process/department].

Developed and implemented strategies to improve team performance and

increase productivity.

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Conducted regular performance evaluations and provided feedback to team

members.

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Developed open and professional relationships with team members to

facilitate effective issue resolution.

•

Planned employee workloads and delegated tasks strategically to meet

seasonal fluctuations in demand.

•

• Completed audits and risk assessments to achieve regulatory compliance.

Monitored operations to ensure employees followed relevant procedures and

worked towards defined Key Performance Indicator (KPI) targets.

•

Facilitated team meetings and ensured effective communication among team

members.

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Maintained a positive and engaging work environment to foster team morale

and motivation.

•

• Conducted risk assessments and implemented risk mitigation strategies.

Created and maintained documentation related to processes, including

process maps, standard operating procedures (SOPs), and work instructions.

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Ensured that team members are adequately trained in the processes they are

responsible for and have the necessary tools and resources to perform their

roles effectively.

•

Managed changes to existing processes, including identifying and assessing

the impact of proposed changes, communicating changes to relevant

stakeholders, and ensuring that changes are implemented smoothly and

effectively.

•

Played a critical role in managing and improving processes within the team,

ensuring that they are efficient, effective, and aligned with agreed goals.

Regular Payments Team

Standing order

Direct debit

Cancel of direct debit and standing order.

Help to buy ISA (mortgage scheme) - performing root cause analysis for the excess subscription for particular month and refunding money back to customer.

Bankline payments - CHAPS.

Various online payments like inter branch payments (IBP), clearing house automated payment system (CHAPS) and SBT as per customer requirements.

Authorisation - Authorised high value payments with proper validation and ensure seamless execution of operations with team members. Planning and scheduling evaluation of accuracy in process.

Account Amends Team

· Change of Title

· Change of address

· Amendment database

· Overdraft savings

· Updating signatures and any data.

· Tech cheque referral - Working with 3rd party with a process that picks suspected fraud cheques, processing and

communicating with the customer to pay the cheque and ensuring the genuineness of the cheque(high value)

• Awarded Best in Class for performing well with the newly introduced automation tool.
• Spot ovation for reducing exceptions.
• Awarded for hitting more targets as compared to other team members.
• Spot Ovation for handling complaints and queries of the customers without compromising on daily targets.
• LOV and SPOT ovation for learning new processes quickly and achieving the target.
• Gold ovation for working 6 Saturdays in a contingency situation.
• Awarded a bronze medal for quickly training in new projects and achieving the targets in 2022.
• Spot ovation for submitting new ideas called STB and YES checks.
• Received spot ovation for clearing high volume within SLA.
• Got Spot Ovations in 2023 for getting trained quickly in the Exception process and maintaining quality
• Loving Our Values(LOV) Award for receiving several appreciations from Relationship Managers
• Identified possible fraudulent transaction and saved £500,000 to the bank.
• Rewarded for supporting on contingency.
• Maintained 100 % accuracy in all the process and always been consistent in it.