Shankar Chandrashekar
Bangalore
Summary
Achievement-driven professional with extensive exposure of nearly 20 years in Investment Banking/Payroll/Customer Service.
Currently serving as Associate (Manager) at JP Morgan Chase & Co., overseeing control evaluation and quality assurance activities for Central Control Service (CCS-QA Team), driving employee engagement, and promoting a positive employee experience.
Demonstrating key skills and competencies in operational risk management, control evaluation, process excellence, incident management, and audit preparedness, while fostering strong collaboration with business and control teams to drive risk-related programs. Adept at leveraging expertise in risk management, control evaluation, and process excellence to drive operational efficiency and mitigate risks across diverse financial instruments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Associate (Manager)
JP Morgan Chase & Co.
Bangalore
09.2021 - Current
- Manage team which involves in handling Commercial Term Loan & QA Team (Central Control Services)
- Ensure all loan proposal are actioned within the specified SLA
- Have team members cross skilled for different process and manage the volumes effectively
- To be part of all stake holder meeting and ensure regular calibration on any process change
- Prepare and submit reports on team performance
- Analyze the data thoroughly to find the areas of growth
- Compliance Group Tagging – CORE (Compliance & Operational Risk Evaluation)
- Sharepoint/Shared Drive Quarterly recertification
- Perform SOP review annually
- TCOE (Testing Control of Excellence) for Markets and Security Services
- Develop strategies to improve the production process
- Develop and monitor corrective measures
- Plan, conduct, and monitor the test, and inspect the products to ensure their quality
- Make documentation of internal audits and quality assurance activities
Manager (Staffing Operations)
Teamlease Services Pvt Ltd
01.2017 - 02.2019
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Coached, mentored and trained team members in order to improve their job performance.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
Team Manager - Global Financial Services
Dell International
BENGALURU
03.2003 - 07.2013
- Setting up targets/goals for the Pilot Global Financial Process, coordinating integration with support functions, identifying improvement areas & implementing measures to attain customer satisfaction levels.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Oversaw daily workloads and workflow for smooth operations.
- Coached team for success by using corrective action processes.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Reviewed candidate resumes and scheduled and interviewed potential new hires.
- Conducted root causes analysis to develop corrective action plans.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
- Produced thorough, accurate and timely reports of project activities.
Sr. ERelationship Officer
24/7 Customer.com
BENGALURU
06.2001 - 02.2003
- Supporting US-based Citibank Customers regarding Electronic Benefit Transfer (EBT), floor management, man management, staffing and scheduling, meeting program deliverables.
- Maintained accurate records of customer interactions using CRM software tools.
- Identified opportunities to improve customer service processes and procedures.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Analyzed customer feedback data to identify opportunities for improvement in products and services.
- Created detailed reports on customer service performance metrics.
- Resolved customer complaints efficiently by leveraging problem-solving skills and responding promptly to inquiries.
- Achieved client loyalty through quality, productivity, service and proactive management.
CSR
Ibackoffice.com
BENGALURU
06.2000 - 05.2001
- Consulted with customers regarding needs and addressed concerns.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Education
Skills
- Leadership
- Strategic Business Planning and Execution
- Stakeholder Engagement and Relationship Management
- Business Management and Process Excellence
- Incident Management and Audit Preparedness
- Operational Risk Management and Resiliency Preparedness
- Quality Assurance and Control Evaluation
- Customer rapport
Certification
- Yellow Belt Certified – Signed by Michael S. Dell (Chairman), George John (Business champion DIS India), Romi Malhotra (VP & MD DIS India), Devin B. Rollins (President & CEO)
- Green Belt Six Sigma Certified - MINISTRY OF MICRO, SMALL AND MEDIUM ENTERPRISES (MSME), Govt Of India.
Accomplishments
- Awarded CIB Excellence Award Q4 2023 – In recognition of outstanding performance and commitment to excellence
- Awarded Yellow Belt Certified for the FCR Project
- Awarded – For active participation in arranging for CEO’s visit in FY’06
- Award of Excellence – CE Supergroup Q3 FY’04
- Award of Excellence - CE Super team Q3 FY’04
- Award of Excellence – Highest Attendance Q4 FY’05
- Manager of the Quarter – Most Balanced Q4 FY06
- Manager of the Quarter – For outstanding leadership & people management skills demonstrated in the quarter Q3 FY’08
- Special recognition for contribution towards strengthening process Q2 FY’06
- Best Performer – For the month of March 2004
- Recognized for outstanding contribution towards excellent CE for Q3 FY’06
- Awarded Smart Step Award for Q3 FY’09
- Awarded Bronze Award for Q2 FY’12
Timeline
Associate (Manager)
JP Morgan Chase & Co.
09.2021 - Current
Manager (Staffing Operations)
Teamlease Services Pvt Ltd
01.2017 - 02.2019
Team Manager - Global Financial Services
Dell International
03.2003 - 07.2013
Sr. ERelationship Officer
24/7 Customer.com
06.2001 - 02.2003
CSR
Ibackoffice.com
06.2000 - 05.2001
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