Summary
Overview
Work History
Education
Skills
Interests
Disclaimer
Timeline
Generic

Swetha V. A

Bangalore

Summary

Diligent and detail-oriented professional with 18 years experience in process management and operational support. Skilled in conducting quality audits, preparing reports, and ensuring SLA adherence through proactive monitoring and root cause analysis. Proven ability to manage escalations, collaborate with cross-functional teams, and implement process improvements that enhance efficiency and accuracy. Experienced in handling invoice disputes, validating manual collections, and ensuring timely posting and reconciliation to maintain financial integrity. Adept at coordinating with clients, IT teams, and internal stakeholders to resolve issues, streamline workflows, and support business continuity. Recognized for strong analytical, communication, and problem-solving skills, with a proactive approach to driving team performance and achieving organizational objectives.

Overview

18
18
years of professional experience
5
5
Languages

Work History

Process Supervisor

Barclays
01.2023 - Current
  • Managed a team of 9 people who are responsible for Nostro reconciliation, Custody (Clearstream, Euroclear, Crest and DTC) reconciliation, Coupon Payables and Receivables.
  • Monitor and Guide team in investigation and correction where we have discrepancies related to accrual processing, Record Date Balancing and Payment processing to institutional counterparties on traded stock positions, stock lending positions.
  • Ensured monthly KPI, KRI, ORB and PRB targets are met without any breaches and violations.
  • Supervised day to day deliverables, work allocations and processing with high amount of accuracy. Motivated the team during high spike in volume and got the work done within set benchmark.
  • Envisioned the risk, exceptions occurrence and deviations to senior management on timely basis. Handled People Management Activities such as Team engagement, Leave and Performance Management. Maintained KOP and handling training activities.
  • Achievements: Received Star of the Quarter award for achieving monthly targets consistently and for receiving appreciation emails from Front office & Onshore Leadership.

Subject Matter Specialist

Fedex
09.2022 - 12.2022
  • Conducted regular quality audits and shared actionable feedback with team members, resulting in improvement in accuracy scores.
  • Ensured the team adhered to process updates from huddles, which improved compliance with SOPs and reduced errors.
  • Handled customer invoice disputes by creating cases and redirecting emails to concerned teams, ensuring queries were resolved within SLA.
  • Prepared and analyzed SAP reports for cases created, open, and resolved daily, providing visibility that helped in tracking productivity and reducing backlog.
  • Actively participated in client calls, providing insights that led to process enhancements and improved customer satisfaction scores.
  • Collaborated with multiple teams to streamline email allocation, reducing email action delays and ensuring smooth workflow.
  • Coordinated with IT to resolve technical issues, minimizing downtime and ensuring uninterrupted productivity for a team.

Subject Matter Specialist

Pitney Bowes
12.2017 - 09.2020
  • Contacted clients regarding outstanding account balances, identifying reasons for non-payment and working toward resolution.
  • Performed regular follow-ups with customers, addressing payment disputes and ensuring timely closure.
  • Ensured strict adherence to the collections matrix, maintaining high quality standards and zero process deviation.
  • Provided timely process updates and ensured smooth implementation across the team.
  • Collated collection data from team members and reported on overall account status to management.
  • Collected and analyzed data to support internal quality audits, helping to identify trends and potential areas for improvement.
  • Provided constructive feedback to representatives in case of process deviations or quality concerns.
  • Maintained and regularly updated process maps and documentation to reflect current practices and standards.
  • Played a key role in client transition activities, ensuring the smooth transfer of responsibilities and knowledge without disruption to service delivery.

Transaction Process Analyst

Janalakshmi Finance Services
06.2017 - 10.2017
  • Extracted daily call reports and assigned them zone-wise to ensure balanced workload distribution and timely follow-up.
  • Downloaded and consolidated cash registers across all zones, improving accuracy in cash flow tracking.
  • Coordinated with branch teams to follow up and obtain pending cash registers, achieving timely submission compliance.
  • Prepared MIS reports highlighting cash mismatches and pending registers, enabling management to take corrective action proactively.
  • Validated manual collections and prepared GEFU entries, ensuring accuracy in accounting and reconciliation.
  • Raised requests with the EFS team by providing detailed manual collection data for timely posting into financial systems.
  • Cross-verified manual collections against monthly reports, ensuring all accounts were credited correctly and discrepancies were resolved.
  • Shared validated reports with the SFDC team to maintain accurate records and smooth inter-team coordination.

HR analyst (Subject Matter expert)

Cisco Apex
06.2016 - 06.2017
  • Demonstrated continuous process improvement and service excellence through ownership and accountability of assigned tasks.
  • Took responsibility for handling senior-level escalations and customer complaints, ensuring timely and satisfactory resolutions.
  • Performed follow-ups to ensure customer satisfaction and closure of critical cases.
  • Assisted in the identification, assessment, and resolution of complex issues raised by both internal teams and clients.
  • Managed and maintained a large employee database, ensuring data accuracy and compliance with company standards. Facilitated cross-business group employee transfers.
  • Handling official HR documents, exceptional HR transactions, such as processing pay changes, terminations, bonus updates, and correcting miscellaneous employee data.
  • Used case management tools and queues to ensure timely case resolution and accurate transaction processing.
  • Assisted in performing internal audits and resolving day-to-day queries from team members.
  • Regularly updated Desk Top Procedures to reflect process changes.

RSA
10.2007 - 06.2016
  • Handle complex Total Loss claims involving calculations and aged outlay recovery by liaising with Third Party Insurers (TPIs).
  • Refer qualified claims to solicitors on a weekly basis for litigation and recovery, following internal approval.
  • Track and manage daily/weekly performance metrics for self and team to ensure SLA adherence and proactively identify bottlenecks.
  • Provide real-time support on complex queries, complaints, and technical cases, helping peers and junior staff with escalations.
  • Deliver training programs to new hires, including assessment preparation and ensuring a 100% pass rate.
  • Assign claims and ad-hoc work across the team, ensuring timely and accurate completion within deadlines.
  • Share quality tips and performance feedback, contributing to continuous process improvement across the team.
  • Compile insights on TPI behavior from processed claims to support strategic planning and process optimization.
  • Ensure consistent compliance with process updates, training the team and implementing changes as required.
  • Recognized by clients for resolving escalated complaints and achieving high levels of customer satisfaction.
  • Adapted to new lines of business and process transitions, displaying flexibility and a proactive learning approach.
  • Participate in regular team meetings and engagement activities, promoting collaboration and idea-sharing.

Education

Bachelors - Commerce

Vijaya College, Bangalore University
01.2007

Pre-University 1st & 2nd Year - undefined

Sri Bhagwan Mahaveer Jain College, Bangalore University
01.2004

Skills

  • People Management

  • Time management

  • Process streamlining

  • Team-oriented

  • Quality Control

  • Migration & Automation

  • Migration & Automation

  • Risk Assessing

Interests

Listening to music

Disclaimer

I am confident of my ability to work in a team, and I hereby declare that the information furnished above is true to the best of my knowledge. Place: Bangalore Swetha.V.A

Timeline

Process Supervisor

Barclays
01.2023 - Current

Subject Matter Specialist

Fedex
09.2022 - 12.2022

Subject Matter Specialist

Pitney Bowes
12.2017 - 09.2020

Transaction Process Analyst

Janalakshmi Finance Services
06.2017 - 10.2017

HR analyst (Subject Matter expert)

Cisco Apex
06.2016 - 06.2017

RSA
10.2007 - 06.2016

Pre-University 1st & 2nd Year - undefined

Sri Bhagwan Mahaveer Jain College, Bangalore University

Bachelors - Commerce

Vijaya College, Bangalore University

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Swetha V. A