Shreya Dalmia
Summary
Operations Manager with 4.8+ years of experience in banking operations, credit analysis, customer account management, and process optimization. Expertise in stakeholder management, escalation handling, financial analysis, risk assessment, and cross-functional collaboration. Skilled in SQL, Power BI, MS Excel, process improvement, and operational excellence. Lean Six Sigma Green Belt certified.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Manager / Credit Analyst
HDFC Bank Ltd.
Hyderabad
04.2021 - 10.2025
- Led end-to-end retail lending operations (Home Loans and LAP) from pre-sanction to post-disbursement while ensuring compliance with credit policies and RBI guidelines.
- Managed customer account queries and coordinated with internal stakeholders for timely resolution.
- Mentored a team of credit appraisers through workflow allocation, productivity monitoring, and coaching.
- Reviewed complex credit cases, resolved escalations, and supported underwriting decisions to improve portfolio quality.
- Contributed to an 18% reduction in default portfolio during FY 2023-24 through enhanced financial analysis and risk assessment.
- Owned operational metrics including TAT, sanction ratios, approval rates, and slip ratios; achieved 87% personal TAT versus 80% benchmark.
- Performed account reviews, data validation, and reconciliation activities to ensure compliance and accuracy.
- Used MIS reports, dashboards, and analytics tools to identify bottlenecks and improve operational performance.
- Monitored high-risk customer cases and proactively escalated exceptions for risk mitigation.
- Maintained strong customer relationships through proactive communication and service support.
HR Intern
Synergy Innovation
Noida
04.2020 - 06.2020
- Collaborated with hiring managers to create job descriptions and position profiles.
- Leveraged applicant tracking systems and recruitment tools to source candidates.
- Maintained candidate and stakeholder relationships while supporting hiring goals through reporting and data management.
Market Research Intern
Ideal Thermo-Plast Pvt. Ltd.
Navsari
01.2018 - 03.2018
- Conducted competitor and market analysis within the plastic injection molded sector.
- Supported segmentation, pricing, and marketing strategy development.
Research Intern
Myrna Labs
Remote
- Conducted research on Gender Integrated Challenge Intelligence during COVID-19.
- Collected and analyzed data related to gender-based violence during pandemics.
Education
PGDM - Operations & Finance
Institute of Management Technology
HyderabadBBA - Finance
Veer Narmad South Gujarat University
Skills
- Operations Strategy
- Process Optimization
- Workflow Management
- Team Leadership
- Stakeholder Management
- Escalation Management
- Risk Monitoring
- Financial Analysis
- Data Analysis
- SQL
- Power BI
- MS Excel
- Quality Control
- Compliance
- Agile Methodologies
- Lean Six Sigma
Certification
- Lean Six Sigma Green Belt - KPMG
- SQL for Data Analytics and Business Intelligence - Udemy
- Agile Fundamentals (Scrum & Kanban) - Udemy
- Accounting and Credit Fundamentals - Udemy
- Accounting, Finance and Banking - Udemy
- Power BI for Data Analyst - Microsoft / LinkedIn
Accomplishments
- Achieved 95% collection efficiency while managing customer account portfolios.
- Secured approvals for 90% of deserving deals, contributing to a 35% reduction in slip ratios.
- Maintained 87% personal TAT for loan approvals, consistently exceeding team targets.
- Delivered credit process training to new recruits, enabling faster target achievement.
Awards
- Highest Sanctions Quarterly Competition Winner - HDFC Bank
- Inter-College Throw Ball Competition Winner - IMT Hyderabad
- Academic Excellence Award - Veer Narmad South Gujarat University
- Inter-College Debate Competition Winner - Veer Narmad South Gujarat University
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Operations Manager / Credit Analyst
HDFC Bank Ltd.
04.2021 - 10.2025
HR Intern
Synergy Innovation
04.2020 - 06.2020
Market Research Intern
Ideal Thermo-Plast Pvt. Ltd.
01.2018 - 03.2018
Research Intern
Myrna Labs
PGDM - Operations & Finance
Institute of Management Technology
BBA - Finance
Veer Narmad South Gujarat University