Sneha Thapliyal

In my role as an Analyst in Risk Management and Bereavement at NAB, I am responsible for a dual focus on managing risk and supporting customers through bereavement processes. My key responsibilities include:

• Risk Management: I analyze and assess risks related to customer accounts and operational processes. This involves identifying potential risk factors, conducting risk assessments, and developing strategies to mitigate identified risks. I ensure that risk management practices are aligned with NAB’s policies and regulatory requirements.
• Bereavement Support: I provide compassionate support to customers and their families during bereavement. This includes handling inquiries, processing account requests, and managing account changes or closures in a sensitive and respectful manner.
• Process Improvement: I review and enhance both risk management and bereavement processes to improve efficiency and effectiveness. I design and implement process improvements, ensuring that both areas operate smoothly and adhere to best practices.
• Compliance and Reporting: I ensure that all activities related to risk management and bereavement comply with legal and regulatory requirements. I prepare detailed reports on risk assessments, incident investigations, and bereavement cases, providing insights and recommendations to senior management.
• Data Analysis: I analyze data related to risk and bereavement to identify trends, issues, and opportunities for improvement. I use data-driven insights to support decision-making and enhance processes in both areas.
• Stakeholder Engagement: I collaborate with various internal teams, including risk management, customer service, legal, and compliance departments, to ensure a coordinated approach to managing risks and supporting bereavement cases. I also interact with external parties as needed to resolve complex issues.
• Training and Development: I develop and deliver training programs for staff on risk management and bereavement procedures. I aim to enhance team knowledge and ensure adherence to best practices.

In this role, I contribute to NAB’s commitment to managing risk effectively while providing empathetic and efficient support to our customers during times of bereavement, ensuring both areas are managed with the highest standards of care and professionalism.

As a Process Advisor at Barclays, I play a pivotal role in optimizing and enhancing operational processes to drive efficiency and effectiveness across the organization. My responsibilities include:

• Process Analysis and Improvement: I analyze existing processes to identify areas for improvement. By leveraging data and stakeholder feedback, I design and implement process enhancements to streamline workflows and increase productivity.
• Stakeholder Collaboration: I work closely with various departments to understand their needs and challenges. I facilitate workshops and meetings to gather insights and ensure that process improvements align with business objectives.
• Change Management: I support the implementation of new processes by providing training, developing documentation, and ensuring smooth transitions. I also monitor the impact of changes and make adjustments as needed.
• Compliance and Risk Management: I ensure that all processes adhere to regulatory requirements and internal policies. I conduct regular reviews to mitigate risks and maintain high standards of compliance.
• Performance Metrics and Reporting: I track and analyze key performance indicators to assess the effectiveness of processes. I prepare reports and dashboards to communicate findings and recommendations to senior management.
• Continuous Improvement: I stay current with industry best practices and emerging trends. I proactively seek opportunities for innovation and improvement to keep Barclays at the forefront of operational excellence.

In this role, I contribute to the overall efficiency of Barclays by ensuring that processes are well-designed, compliant, and aligned with the company’s strategic goals.

As a Senior Collections Agent at iQor, I am responsible for leading and managing the collections process to ensure effective recovery of outstanding debts while maintaining high standards of customer service. My key responsibilities include:

• Team Leadership and Mentorship: I lead a team of collections agents, providing guidance, training, and support to enhance their skills and performance. I foster a collaborative environment and help agents navigate complex cases and achieve their targets.
• Collections Strategy and Execution: I develop and implement strategies to optimize collections efforts, ensuring that targets for recovery rates and delinquency are met. I manage high-value or difficult accounts, utilizing advanced negotiation techniques to secure payments.
• Customer Interaction: I handle escalated and high-priority accounts, addressing customer concerns and resolving disputes in a professional and empathetic manner. I ensure that interactions adhere to company policies and regulatory requirements.
• Performance Monitoring: I track and analyze key performance indicators (KPIs) related to collections, such as recovery rates, call efficiency, and customer satisfaction. I use this data to identify trends, improve team performance, and refine collections strategies.
• Process Improvement: I assess current collections processes and recommend enhancements to improve efficiency and effectiveness. I implement best practices and innovative approaches to streamline workflows and increase recovery rates.
• Reporting and Analysis: I prepare detailed reports on collections performance, account status, and recovery outcomes. I analyze data to provide insights and actionable recommendations to management for decision-making and strategy development.
• Compliance and Risk Management: I ensure that all collections activities comply with relevant regulations and internal policies. I stay updated on industry standards and legal requirements to mitigate risks and maintain compliance.
• Customer Relationship Management: I build and maintain positive relationships with customers, focusing on resolving issues and negotiating settlements in a manner that balances company objectives with customer satisfaction.
• Collaboration: I work closely with other departments, such as legal and customer service, to address complex issues and ensure a coordinated approach to collections and customer management.

In this role, I contribute to iQor’s success by effectively managing the collections process, leading a high-performing team, and driving improvements to maximize recovery rates while upholding excellent customer service standards.

The Operations Coordinator is responsible for overseeing and optimizing day-to-day operational activities within the organization. This role involves coordinating workflows, managing resources, and ensuring that operational processes run smoothly and efficiently to support the overall business objectives.

Key Responsibilities:

• Operational Oversight: Coordinate and manage daily operations to ensure that tasks are completed efficiently and effectively. Monitor and improve workflows to enhance productivity and operational performance.
• Resource Management: Allocate and manage resources, including personnel, equipment, and materials, to meet operational needs. Ensure that resources are utilized effectively and that any shortages or issues are addressed promptly.
• Process Improvement: Identify areas for process improvement and implement changes to enhance operational efficiency. Develop and refine standard operating procedures (SOPs) and best practices.
• Project Coordination: Assist in planning, executing, and monitoring operational projects. Collaborate with cross-functional teams to ensure project milestones are met and objectives are achieved.
• Data Management and Reporting: Collect, analyze, and report on operational data to track performance metrics and identify trends. Prepare reports and presentations for management to support decision-making.
• Communication and Liaison: Act as a point of contact between different departments and external stakeholders. Facilitate communication and collaboration to resolve issues and ensure smooth operations.
• Compliance and Quality Assurance: Ensure that operations adhere to company policies, industry standards, and regulatory requirements. Conduct regular audits and inspections to maintain quality and compliance.
• Training and Support: Provide training and support to team members on operational procedures and best practices. Assist in onboarding new employees and ensure they are equipped with the necessary tools and knowledge.
• Problem Solving: Address and resolve operational issues and challenges as they arise. Implement corrective actions and preventive measures to minimize disruptions and improve operational efficiency.
• Budget and Cost Management: Assist in managing the operational budget by tracking expenses, analyzing cost data, and identifying opportunities for cost savings.