SOHAIL SHIVANI

Seeking an opportunity in BFSI Industry where knowledge of Process Management can effectively contribute to the successful and profitable operation of the firm.

SUMMARY:

• An accomplished & customer centric professional with 15+ years of rich experience in managing customer services operation, Process excellence, Operations, and Team management.
• Experienced in managing customer service operations with an aim to accomplish corporate plans & goals.
• Managing Client (CTPRO) and other external audits: OCC (Office of the Comptroller of the Currency), Risk Review, NMS (National Mortgage Settlement).
• Possess superb communication skills and a `can do` attitude adept at understanding customer’s needs with diligent attention to detail resulting in superior customer service and high levels of client satisfaction.
• Ensuring complete co-ordination to the TCS development team for the implementation of the new business requirement from client. Worked as a Business Analyst with HDFC Life Insurance Ltd. (Sept 2019 – Mar 2021).
• Involved in taking Business Requirement from client (HDFC Life Insurance) and drafting BRD document ,where couple of projects were automated during COVID Pandemic.
• Ensuring complete co-ordination to the TCS development team for the implementation of the new business requirement from client. Maintain user confidence and protect operations by keeping information confidential.
• Understand and communicate the financial and operational impact due to any changes.
• Focused on establishing excellent productive client relationships, working to identify their needs, quickly resolve issues and assuring their business needs are met.
• Exhibited qualities by handling high maintenance clients and implementing adequate measures to maximize customer satisfaction level.
• 100 % Client Satisfaction Score in the Client feedback for 2 consecutive years.
• Proven experience working with senior management in a fast-paced and rapidly changing environment.
• A confident spokesperson and influential negotiator with the ability to connect with people of diverse backgrounds and levels of authority.
• Builds long-lasting relationships with internal and external customers through trust, integrity, and service. Managing Internal Audits: PRR (Process Risk Review) and RCSA (Risk and Control Self-Assessment).
• Along with process BAU, currently conducting Checker Academy training session for Mumbai Unit to ensure ZERO Errors and 100% Client satisfaction.
• Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources.
• Methodical and well-organized in optimizing coverage to meet operational demands. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance.
• Proactive and hardworking individual focused on continuous operational improvement. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature.
• Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements.
• Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
• Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.