Sushma Rawat

Key Responsibilities

• Manage day-to-day backend banking operations including account maintenance, transaction processing, and service requests.
• Ensure accurate KYC/AML verification and compliance with RBI and internal banking policies.
• Process and validate account opening, modifications, and closures with complete documentation.
• Handle GRN/MRN-like operational controls applicable to banking workflows such as reconciliations and approvals.
• Prepare and maintain MIS, operational reports, and exception logs.
• Coordinate with front-end branch teams, compliance, and audit teams to resolve discrepancies.
• Support internal and external audits, closure of audit observations, and process improvements.
• Monitor TATs and SLAs to ensure timely completion of backend activities.
• Handle customer service escalations related to backend processing and ensure proper closure.
• Identify process gaps and assist in SOP creation and process standardization.
• Ensure data accuracy in Core Banking Systems (CBS) such as Finacle, T24, or Flexcube.

Backend & Core Banking Operations Account Opening & Documentation Audit, Compliance & Risk Control Customer Service & Escalation Management MIS & Reporting Team & Stakeholder Coordination

• Managed end-to-end backend operations including account maintenance, transaction processing, and service request execution.
• Ensured accurate processing within Core Banking Systems (CBS) in compliance with internal SOPs.
• Monitored TATs and SLAs for backend activities to ensure timely delivery.
• Oversaw account opening processes, ensuring complete KYC/AML documentation and adherence to RBI norms.
• Conducted detailed scrutiny of account opening forms to minimize rejections and improve approval turnaround time.
• Coordinated with centralized teams to resolve documentation gaps.
• Actively supported internal, concurrent, and external audits by providing required data and explanations.
• Ensured closure of audit observations through root cause analysis and corrective actions.
• Implemented process controls to reduce operational risk and repeat errors.
• Handled backend-related customer escalations, ensuring timely resolution and effective communication with stakeholders.
• Tracked service requests raised through multiple channels and ensured proper closure.
• Provided periodic updates to branch management on escalation trends and resolutions.
• Prepared and reviewed daily, weekly, and monthly MIS related to backend operations and compliance.
• Analyzed operational data to identify improvement areas and process inefficiencies.
• Coordinated with branch staff, centralized operations, compliance, and audit teams to ensure smooth workflow.
• Supported training and process guidance for junior staff on backend operations and compliance requirements.