Ujala Thareja
Pune
Summary
Dynamic Assistant Manager at Barclays Shared Services with expertise in Client Due Diligence and a proven track record in process improvement. Recognized for enhancing team performance and fostering a collaborative environment, I excel in risk assessment and employee training, driving operational excellence and achieving strategic business goals. Motivated professional with several years of experience juggling multiple priorities to keep company running smoothly. Communicative team leader possessing outstanding time management and documentation abilities. Polished in overseeing employee performance and guiding and motivating new talent. Detail-oriented Assistant Manager offers more than extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills. Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
8
8
years of professional experience
Work History
Assistant Manager
Barclays shared services
Pune
06.2024 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Adhered to quality control discipline at all time.
- Developed a strong relationship with colleagues and management, fostering a positive work environment.
- Responsible for handling Pune operations for Private banking and wealth management.
- Managing all personal, Intermediary and Private bank colleagues and stakeholders in both Front office and Operations.
- Interacting with RM teams via phone on daily basis as key external clients is 3rd party vendor who are involved in end to end account opening chain and external auditor.
- Responsible for team working ethos and ensuring development plan is in place at all times.
- Monitoring both onshore and offshore Client Due Diligence team to identify training gaps and implementing and maintaining development plans on the basis of this.
- Performing Client due diligence for new clients and Know your customer checks on accounts.
- Assigning daily targets to the team in SOD and driving performance till EOD without any hassle.
- Doing QA for the cases done by the associate and sharing feedbacks accordingly.
- Maintaining daily track of leaves and shrinkage.
- Motivating and encouraging team members to increase productivity by maintaining quality standards.
- Collaborated with management on developing strategic plans for achieving business goals.
- Setting up team hurdles daily for new updates or any discrepancies while achieving daily targets and SLA.
- Identifying the risk as dealing with international customers accounts and building control environment by collaborating within the team.
- Analyzing client data, documentations and negative news in order to determine Client risk profile as established under the Global KYC Procedures.
- Helped less experienced staff manage daily assignments.
- Maintaining control report and daily MI reports
- Streamlined operational processes, resulting in a increase in efficiency.
- Managed team rosters to guarantee optimal staffing levels during peak and off-peak hours.
- Resolved conflicts between team members in an effective manner.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Monitored employee attendance records, timekeeping, and payroll information.
- Implemented quality control measures to uphold company standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team business performance and identified opportunities for improvement.
Client Data Analyst
Barclays Shared Services
Noida
08.2022 - 05.2024
- Client Data Maintenance
- The department currently services Corporate and Investment Bank and is currently working to expand the remit to become a Bank Wide data service
- The department is based across Glasgow, Noida & Chennai
- Responsible for working the cases received from the KYC team to approve or to reject them based on the Identity and Verification standards
- Client Data Maintenance with the help of DUN & Bradstreet
- Currently working on a project called Eagle One which is a CRM platform which provides operational customer experience as one stop solution for client records
- Trained the new joiner in the process
- Responsible for day-to-day operational execution, control over volume, SLA, TAT, KPI and process changes
- Quality Monitoring - Making reports on errors, process gaps, monthly productions and implementing remedies with results
- Identifying the risks and ensuring that they are being escalated to the risk team and the stakeholders on a regular basis
- Making daily, weekly and monthly MI reports
- Recognized for Brilliance Performer.
Process Advisor (Collections)
Barclays Shared aservices
Delhi
07.2020 - 07.2022
- Responsible for evaluating and analyzing customer account information for collections
- Responsible to handle late payment related queries on the account
- Responsible for ensuring company compliance
- Follow all the key metrics and guidelines
- Mentored the new joiners, helping them in live calls
- Managing daily, weekly and monthly MI for the process
- Helping Level 2 complaints team to give proper resolution to the customers.
- Developed project plans outlining timelines, resources needed, deliverables, and milestones associated with each initiative.
- Advised senior management on strategic decisions related to process optimization efforts.
Customer Service Representative
American Express
Delhi
10.2019 - 04.2020
- Responsible for evaluating and analyzing account information for customer credit accounts
- Responsible to handle customer service related queries on the account
- Identifying and securing American Express Accounts for Customer Products
- Responsible for ensuring company compliance.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Representative
Sitel India Pvt Ltd
Delhi
10.2017 - 10.2019
- Responsible for evaluating and analyzing customer credit reports
- Subject Matter Expert for New Hires
- Team Handling in absence of Team Leader
- Face to face Client Interaction while representing SITEL GURGAON SITE
- Handling Supervisor Calls.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Bachelors in Science in Hospitality and Hotel Administration - Hotel Management
IHM DEHRADUN
Dehradun07.2017
Bachelors in Tourism (Hospitality and Hotel Administration) -
IGNOU
IHM Dehradun07.2017
Skills
- Collection
- Sales
- Leadership & Training
- Process Improvement
- Team Incubation
- Customer Dealing
- Customer Due Diligence
- KYC Verification
- Anti-Money Laundering
- Private banking
- Sanctions
- Client Lifecycle Management
- Onboarding
- Salesforce
- Account Management
- PEP
- Product and service knowledge
- Performance Management
- Customer rapport
- Service orientation
- Leadership proficiency
- Supervisory expertise
- Quality assurance
- Time management
- Client due diligence
- Performance management
- Quality control
- Risk assessment
- Communication skills
- Operations management
- Conflict resolution
- Employee training
- Operational execution
- Customer relationship management (CRM)
- Performance evaluation
- Team motivation techniques
- Staff supervision
- Process improvement strategies
- Employee engagement
- Performance reviewing
- Inventory management
- Cost reduction
- Staff management
- Staff development
Key Attributes
- Identity verification: Establishing that a customer is who they say they are.
- Enhanced due diligence: Gathering information to verify a customer's identity and assess their money laundering risk.
- Ongoing monitoring: Understanding a customer's normal activity to identify transactions that are outside of that pattern.
- Record keeping: Keeping accurate and up-to-date records of customer identification, due diligence, and ongoing monitoring.
- Beneficial ownership: Identifying and verifying the individuals who ultimately own or control a business entity.
- Risk management: Segmenting customers into low, medium, and high risk categories.
Timeline
Assistant Manager
Barclays shared services
06.2024 - Current
Client Data Analyst
Barclays Shared Services
08.2022 - 05.2024
Process Advisor (Collections)
Barclays Shared aservices
07.2020 - 07.2022
Customer Service Representative
American Express
10.2019 - 04.2020
Customer Service Representative
Sitel India Pvt Ltd
10.2017 - 10.2019
Bachelors in Science in Hospitality and Hotel Administration - Hotel Management
IHM DEHRADUN
Bachelors in Tourism (Hospitality and Hotel Administration) -
IGNOU
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