VAISHALI KARIA

· Multi-Client Management:
Managed 8–9 clients simultaneously, ensuring timely delivery of service requests, issue resolution, and escalations.

Conducted regular client meetings to review task progress, BAU updates, open action items, and upcoming projects.

· Configuration & BAU Support:
Executed multiple configuration changes as per client-specific requirements while efficiently managing Business-as-Usual (BAU) tasks.

· Process Ownership & Improvement:
Took initiative in process optimization, identifying inefficiencies and implementing streamlined workflows for better service outcomes.

· Team Mentoring & Onboarding:
Started with a team of freshers; provided consistent feedback, skill-building guidance, and performance monitoring to accelerate their development and integration into the team.

· Stakeholder Collaboration:
Worked closely with leadership to communicate key achievements and flag critical challenges, helping to mitigate potential risks proactively.

· Cross-Functional Coordination:
Collaborated with internal support, technical, assessment and KYC teams to ensure timely delivery of enhancements and solutions to clients.

· Vendor Due Diligence (KYC):
Partnered with the KYC team to add 400+ third-party vendors in their database and complete KYC screening of ongoing and past due vendors. Compiled and shared detailed assessment results with clients on a regular cadence.

Process initiatives:

• Vendor Directory Cleanup: Successfully removed 900+ outdated vendors and aligned remaining records with correct entity types to ensure clean, accurate data delivery to the client.
• Review Frequency Alignment: Updated next review dates for ongoing vendors to match revised audit-driven frequency requirements from the client as a part of audit
• Manual NRD Updates: Manually updated Next Review Dates (NRDs) for 225 vendors due to system limitations, ensuring compliance with newly introduced client rules on assessments
• Audit Error Reduction: Collaborated with the audit team to identify top recurring errors which led to internal knowledge sessions to close gaps and reduce team-wide errors.

· Managed vendor onboarding for MetLife’s internal stakeholders, handling 50+ onboardings monthly with high volume efficiency.

· Conducted initial vendor assessments to identify product/service scope and inherent risk ratings, processing requests accordingly.

· Oversaw financial, reputational, and operational risk management using tools such as DNBi and open-source databases.

· Collaborated with IT risk, privacy, and cybersecurity teams to analyze vendor questionnaire results and determine residual risk ratings.

· Performed sanction screening for new suppliers entering MetLife’s procurement system.

· Coordinated directly with stakeholders and vendors to collect required documentation, ensuring accurate upload into Ariba and ServiceNow platforms.

· Cross-trained across Global Procurement functions including Buyer, Ongoing Monitoring, and Ariba support to ensure process flexibility and knowledge sharing.

Observe and evaluate the process improvement ideas, identifying tool gaps and effective management of process/tasks

Review and manage SOPs for the process and engage in regular reviews

• Led team meetings to align on project goals and priorities.
• Coordinated cross-functional collaboration with various departments for seamless operations.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
• Reviewed completed work to verify consistency, quality, and conformance.
• Created training materials and conducted group trainings on new processes or procedures.

• Managed and resolved daily customer inquiries for Barclays, assisting clients in fulfilling their banking needs effectively.
• Analyzed customer feedback to identify trends and address service gaps effectively.
• Implemented quality control measures to maintain high service standards across operations.
• Monitored customer feedback systems to identify areas where additional process enhancements could be made.

• Assisting customers with the issues through remote access and upselling plans as required •
• Keep the Team Manager regularly updated around progress made in achieving the targets •
• Work effectively under deadlines/customer demands •
• Assist team manager in administration of the section, including organizing workflow, Team management & resolutions

• Worked for Optus Customer Care and Orange – Ensure highest standard of customer satisfaction and quality service

• Manage business operations, escalate issues, track daily activities and update them regularly ensuring that processes are followed as per the operations/quality standards.

•Work effectively under deadlines/customer demands

• Provided product information and guided customers through service options.