Siddharth A
Bengaluru
Summary
Operations Manager with over 12 years of experience in Retail and Banking Operations. Expertise in process optimization and project management, consistently meeting key performance indicators. Proven track record in leading high-performing teams and improving customer satisfaction while implementing cost-saving initiatives. Recognized for achieving operational excellence through strategic planning and effective resource management.
Overview
12
12
years of professional experience
Work History
Operations Manager
ANZ
09.2023 - Current
- Spearheaded Call Accreditation project, enhancing staff training and improving customer output.
- Led 35-member team in high-risk Customer Service Operations portfolio to achieve targeted performance metrics.
- Collaborated with stakeholders across Bangalore, Melbourne, and Auckland to optimize business processes.
- Executed automation and macro implementations to drive continuous improvements.
- Facilitated capacity planning and resource forecasts aligned with operational requirements.
- Managed resources, strategized planning, and enforced quality control for optimal efficiency.
- Achieved productivity gains by eliminating unnecessary procedures within workflows.
- Monitored and reported team performance metrics, ensuring alignment with organizational goals.
Team Manager - Customer Settlements
ANZ
12.2021 - 09.2023
- Enhanced service delivery by leading team to successfully attain operational goals.
- Created effective training materials for onboarding new staff members.
- Promptly addressed customer inquiries to maintain satisfaction standards.
- Increased team motivation to achieve or surpass performance benchmarks.
- Oversaw team operations, managing shift schedules, task assignments, attendance, and time-off requests.
- Evaluated employee performance, applying appropriate measures for discipline or recognition.
- Established performance targets and deadlines in line with corporate vision.
- Promoted adherence to policies and regulations while cultivating an ethical work environment.
Team Lead - Customer Settlements
ANZ
07.2020 - 12.2021
- Directed daily operations and project initiatives, enhancing overall team effectiveness.
- Mentored junior staff to strengthen skills and competencies through targeted training.
- Facilitated interdepartmental communication to foster collaboration and synergy.
- Analyzed performance data to pinpoint growth opportunities and implement improvements.
Sr. Credit Assessment Officer - Home Loan Mortgages
ANZ
08.2015 - 06.2020
- Conducted comprehensive assessments to evaluate customer needs and service effectiveness.
- Collaborated with cross-functional teams to enhance evaluation tools and processes.
- Developed assessment frameworks aligned with organizational standards.
- Provided training on best practices in assessment methodologies to staff.
- Guided clients on application processes, including relevant legislation and policies.
- Identified risk areas in applications and implemented corrective measures.
- Reviewed complex cases, pinpointed issues, and advised on solutions.
Credit Assessment Officer - Home Loan Mortgages
ANZ
08.2015 - 04.2017
- Conducted thorough evaluations of client financial needs and risks through detailed assessments.
- Updated assessment materials to ensure compliance with regulatory changes promptly.
Analyst – Custodial Services (Settlement)
Citi
04.2014 - 08.2015
- Promptly identified customer needs to enhance service delivery.
- Analyzed large datasets using statistical methods and software to derive insights.
- Cultivated positive relationships with staff and management to foster teamwork.
Education
PGDBA - Finance and Marketing
Jain University
Bangalore01.2014
Bbm - Finance
Mangalore University
Mangalore01.2012
Skills
- Operations management and strategic planning
- Risk assessment and estimation
- Mortgage lifecycle oversight
- Decision-making processes
- Project management
- Client relationship management
- Stakeholder engagement
- Cost reduction strategies
Key Result Areas
- Lead the call accreditation project for the team, resulting in efficient and improved customer output, with staff trained on input and outbound calls
- Effective call management resulted in a reduction in pends and an increase in customer output (payment and settlements), which resulted in a 3 FTE benefit
- Lead multiple projects like One Click, DLP Tool Macro, DNA Project, Get Next Project, IConnect, NPP, Automated Funding, and Payoff in a span of 5 years, which resulted in 17 FTE benefit, process efficiency, and customer experience
- The implementation of a project resulted in the nomination for the CEO Recognition Award (2022)
- Transition of Lighthouse Project from Melbourne
References
References available upon request.
Timeline
Operations Manager
ANZ
09.2023 - Current
Team Manager - Customer Settlements
ANZ
12.2021 - 09.2023
Team Lead - Customer Settlements
ANZ
07.2020 - 12.2021
Sr. Credit Assessment Officer - Home Loan Mortgages
ANZ
08.2015 - 06.2020
Credit Assessment Officer - Home Loan Mortgages
ANZ
08.2015 - 04.2017
Analyst – Custodial Services (Settlement)
Citi
04.2014 - 08.2015
PGDBA - Finance and Marketing
Jain University
Bbm - Finance
Mangalore University