Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shardha

New Delhi

Summary

Dynamic professional with a strong background in project management and team leadership. Proven ability to monitor performance, provide actionable feedback, and drive continuous improvement initiatives, resulting in enhanced operational workflows and team effectiveness.

Overview

11
11
years of professional experience

Work History

Senior Business Process Analyst

Barclays Global Service Centre Pvt. Ltd.
Noida
03.2024 - Current
  • Analyzed business processes to identify areas for improvement and efficiency.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Facilitated workshops to engage stakeholders in process review and redesign discussions.

Process Expert

Barclays Global Service Centre Pvt. Ltd.
Noida
09.2022 - 03.2024
  • Collaborated with teams to develop and implement operational workflows.
  • Facilitated meetings to discuss process challenges and solutions.
  • Provided training and support to team members on new procedures.
  • Monitored compliance with internal policies and regulatory requirements.
  • Developed standard operating procedures for production processes, ensuring compliance with quality standards.

Process Advisor

Barclays Global Service Centre Pvt. Ltd.
Noida
03.2021 - 08.2022
  • Managed the entire post-sanction process, including the execution of loan agreements, security documentation, and legal clearances.
  • Collecting and analyzing the required information from the customers, businesses, and supporting management to resolve escalations, along with attending calls with stakeholders on process simplification ideas.
  • Recommend, implement and monitor preventive and corrective actions to ensure that quality standards are achieved.

Customer Service Associate

Amazon India Pvt. Ltd.
Noida
09.2020 - 02.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved customer complaints and issues through effective communication.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Service & Operations Analyst

RBS Business Services Pvt. Ltd.
New Delhi
10.2017 - 06.2020
  • Project leadership across the team includes work allocation, rolling out all the updates related to the project, team development, and continuous performance monitoring.
  • Tracking key performance indicators (KPIs) related to process efficiency and effectiveness, and reporting on progress and outcomes to senior management.

Process Associate

RBS Business Services Pvt. Ltd
New Delhi
02.2015 - 09.2017
  • Processing customer applications for mortgages by following the underwriting procedure and performing all the checks required for eligibility to approve loans.

Education

MBA - Finance & HR

Maharishi Dayanand University
Rohtak
01-2014

Skills

  • Project management
  • Team leadership
  • Operational strategy
  • Compliance monitoring
  • Team building and motivation

References

References available upon request.

Timeline

Senior Business Process Analyst

Barclays Global Service Centre Pvt. Ltd.
03.2024 - Current

Process Expert

Barclays Global Service Centre Pvt. Ltd.
09.2022 - 03.2024

Process Advisor

Barclays Global Service Centre Pvt. Ltd.
03.2021 - 08.2022

Customer Service Associate

Amazon India Pvt. Ltd.
09.2020 - 02.2021

Customer Service & Operations Analyst

RBS Business Services Pvt. Ltd.
10.2017 - 06.2020

Process Associate

RBS Business Services Pvt. Ltd
02.2015 - 09.2017

MBA - Finance & HR

Maharishi Dayanand University

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Shardha