Summary
Overview
Work History
Education
Skills
Accomplishments
Extracurricular Activities
Timeline
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SWATI GROVER

Gurugram

Summary

Dynamic Master Operational Analyst at American Express with a proven track record in case management and compliance. Recognized for achieving top performance ratings while enhancing process efficiency and stakeholder communication. Skilled in GDM handling and committed to operational excellence, I thrive in fast-paced environments and deliver impactful results.

Overview

12
12
years of professional experience

Work History

Master Operational Analyst

American Express
Gurugram
04.2023 - Current
  • Handling critical CS query cases and unmatched GDM loops with high accuracy.
  • Lead responsibility for GDM incomplete cases; coordination with Codes Team to ensure timely closure.
  • Achieved top performance ratings: G2, L2 (2023) and G1, L2 (2024).

Business Analyst II

Manpower Group Services India Pvt. Ltd. (for AMEX)
Gurugram
04.2019 - 12.2022
  • Managed case setup for APAC region: Merchant Disputes, Rewards, ID Theft, Payment Issues.
  • Independently handled GDM queues – Termination, Unmatched, Incomplete, and Hold cases.
  • Ensured daily SLA & CTR achievement; contributed feedback for process enhancement.
  • Supported cross-functional teams including Kofax (KL) and indexing during COVID period.
  • EEAT contributor and trained on CMMI address change queue.

Office Administrator & Analyst

Bretton Woods Finlease Ltd.
New Delhi
09.2017 - 04.2019
  • Oversaw recovery proceedings under SARFAESI Act; managed case allocation and workforce.
  • Prepared MIS reports, handled escalations, and supported hiring efforts.

Process Associate

Royal Bank of Scotland
New Delhi
11.2013 - 02.2015
  • Worked in Trade Collections (UK ops); handled import/export bills and direct collections.
  • Led trainee mentoring and KPI dashboard management; contributed to risk automation.

Education

MBA - Finance

Gitarattan International Business School
India
01.2013

B.Com -

University of Delhi
India
01.2011

Skills

  • Case management and query resolution
  • GDM handling (incomplete, unmatched, termination, hold)
  • Compliance and risk operations
  • Financial documentation analysis
  • MIS and reporting
  • Team coordination and stakeholder communication
  • SLA and process efficiency tracking
  • SARFAESI compliance knowledge
  • MS Office Suite proficiency
  • Indexing support (Kofax)
  • Process improvement and feedback
  • Social media coordination (volunteering)
  • Regulatory compliance expertise
  • Risk assessment skills
  • Effective communication abilities
  • Customer service excellence
  • Time management proficiency
  • Operations research capabilities
  • Operations management expertise
  • Cross-functional collaboration skills
  • Problem-solving techniques
  • Attention to detail focus
  • Decision support systems knowledge
  • Workflow optimization strategies
  • Operational efficiency practices

Accomplishments

  • Awarded Customer Champ for high UPH & service excellence
  • Completed MBA project: “Multivariate Analysis on Working Capital Management (Dabur India Ltd.)”
  • Participated in Entrepreneurship Development Program during MBA

Extracurricular Activities

Art of Living – Marketing & Outreach Volunteer: Handled social media campaigns and outreach. Participated in PAREEKSHA 2006 – National Accountancy Talent Search by Launcher.

Timeline

Master Operational Analyst

American Express
04.2023 - Current

Business Analyst II

Manpower Group Services India Pvt. Ltd. (for AMEX)
04.2019 - 12.2022

Office Administrator & Analyst

Bretton Woods Finlease Ltd.
09.2017 - 04.2019

Process Associate

Royal Bank of Scotland
11.2013 - 02.2015

MBA - Finance

Gitarattan International Business School

B.Com -

University of Delhi

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