Divya Nirmal
Chennai
Summary
A self-motivated and competent MBA Professional having 9+ years of experience, looking forward to growing in career. Resourceful Banking professional, well versed in the workings of the financial market and customer care to successfully manage a portfolio consisting of high income clients. Seeking a challenging position at a reputable financial institution that allows further career growth. Excellent time management skills, strong multi-tasking skills, domain knowledge in Finance, Banking & Operations.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Process Quality Manager
Kotak Mahindra Bank
01.2023 - Current
- Lead quality, compliance, and operational governance across 19 branches.
- Drive root cause analysis for compliance gaps, customer complaints, and audit findings.
- Implement corrective and preventive actions (CAPA) aligned with regulatory expectations.
- Train and coach teams on regulatory updates, KYC standards, and audit readiness.
- Managing entire South India with 19 Branches.
- To Conduct root cause analysis of customer’s Complaints to identify and address underlying issues.
- Provide Training to the Team Members whenever a new update is received.
- Ensure branches Achieved top ranking in the score card by implementing performance improved strategies.
- Followed ups with Branches to ensure timely resolution of issues identified in Quality reports received from HO.
KYC & Compliance Analyst
PayPal India Private Limited
01.2017 - 01.2022
- KYC and Compliance professional with 7+ years of experience in customer due diligence, AML compliance, and financial crime risk management within global financial services and fintech environments.
- Strong expertise in CDD, EDD, sanctions and PEP screening, and regulatory compliance with exposure to DFSA, MAS, FATF, and global AML standards.
- Proven ability to handle complex risk cases, audits, and escalations while mentoring junior analysts and driving quality improvements.
- Regulatory & Compliance Skills
- KYC / AML Compliance (DFSA, MAS, FATF)
- Customer Due Diligence (CDD, EDD, Ongoing Monitoring)
- Sanctions & PEP Screening (OFAC, UN, EU lists)
- Adverse Media & Risk Profiling
- Regulatory Audits & Exam Readiness
- Suspicious Activity Monitoring & Escalations
- Case Management & Documentation
- Policy Implementation & Training
- Open and Maintain Customer Accounts
- Resolve Customer Queries
- Research using the appropriate tools, limiting accounts as appropriate or lifting limits based on appeal, closing out of buyer complaints
- Tracking customer contacts and logging relevant case related information
Process associate
Tata Consultancy Services
01.2011 - 01.2015
- Provided Customer Support Service to US based Customers
- Provided Catalyst Role
- Provided Training for a Pilot batch
- Nominated for 4 on the spot awards from management based on training
- Provided end-to-end account maintenance support and resolution within TAT
Education
PG Certification - Banking & Finance
Indian Institute of Management
Trichy, Tamilnadu01.2022
MBA - HR & Systems
Meenakshi College of Engineering
Chennai, Tamilnadu01.2011
Bachelor of Computer Science - undefined
Prince Sri Venkateswara Arts & Science College
Chennai01.2009
Higher Secondary School - undefined
Jai Gopal Garodia Girls HSS
Chennai01.2006
Skills
MS Excel
COMPETENCIES
- Customer focus
- Problem solving
- Composure
- Functional / Technical skills
- Ethics & Values
- Integrity & Trust
- Drive for results
Timeline
Process Quality Manager
Kotak Mahindra Bank
01.2023 - Current
KYC & Compliance Analyst
PayPal India Private Limited
01.2017 - 01.2022
Process associate
Tata Consultancy Services
01.2011 - 01.2015
MBA - HR & Systems
Meenakshi College of Engineering
Bachelor of Computer Science - undefined
Prince Sri Venkateswara Arts & Science College
Higher Secondary School - undefined
Jai Gopal Garodia Girls HSS
PG Certification - Banking & Finance
Indian Institute of Management