Vishant Jadhav

Risk & Compliance:-

• Risk & Control Self-Assessment (RCSA): Spearheaded RCSA processes and conducted internal and external audits across Banking, Operations, BCP, and Technology domains for APAC, India, EMEA, and NAM regions, ensuring effective risk mitigation.
• Third-Party Risk Management (TPRM): Directed TPRM initiatives and SSAE audits, ensuring regulatory compliance and fostering collaboration with auditors.
• RCSA QA Program Leadership: Led the 'Test the Tester' QA initiative, enhancing audit precision and raising quality benchmarks by evaluating testers and checkers.
• Audit and Compliance Excellence: Partnered with SSAE auditors to achieve zero findings in internal reviews and conducted targeted audits on Key Personnel adherence, addressing gaps and driving compliance with organizational standards.

Business Continuity Plan Co-ordinator:-

• Testing and Approvals Management: Monitored and maintained records of BCP testing, Call Tree testing, and Annual Client Approvals for over 100 projects across India.
• Stakeholder Engagement: Facilitated monthly city-wise meetings with stakeholders, including Operational Managers, HR, and Admin, to conduct BCP Tabletop Exercises and discuss contingency planning.
• Assessment Leadership: Managed annual I-CoB assessment across all projects in India, ensuring comprehensive compliance and readiness.
• Data Analysis & Reporting: Reviewed and consolidated project-wise BCP data and conducted risk validation to develop and maintain a Concentration Dashboard.

Infra-Technology Co-ordinator:-

• Asset Compliance Management: Ensuring compliance of approximately 6,000 assets across locations with organizational and client requirements, including Re-Imaging, VMWare, Cortex, FortiClient, Endpoint, Zscaler, and CrowdStrike protocols.
• Approval Management: Reviewing and approving VPN access requests and addressing hardware and software issues.
• Process Oversight: Organizing rosters and coordinating software drives across various locations.
• Asset Accountability: Ensuring each asset is uniquely tagged to a single user, verifying approvals for any instances of multiple assets assigned to one user.
• Testing Coordination and Reporting: Organizing domain-specific software and hardware testers across multiple locations based on project needs. Ensured seamless coordination among testers to optimize the testing process. Prepared and shared comprehensive reports with stakeholders, detailing testing status, progress, and identified issues.

Leadership Engagement & Collaboration:-

• Performance Leadership: Facilitated daily stand-up calls to review team performance, ensure quality control, and resolve operational issues.
• Data Analysis & Reporting: Reviewed and analyzed Monthly RIO Dashboards, Delivery Governance Sector Level Requirement reports, Compliance Grids, and various operational and audit reports to maintain accountability and compliance.
• Performance Tracking: Prepared monthly scorecards, conducted semi-annual appraisals, and created presentations for senior management to highlight team achievements and operational results.
• Employee Development: Conducted regular team meetings, one-on-ones, and performance reviews to foster growth, provide feedback, and promote continuous improvement.
• Client Collaboration: Engaged in routine client calibration calls to ensure quality control, implement procedural updates, and maintain alignment on performance objectives. Monitored and reviewed governance metrics, including Client Training targets, Unsigned Statements of Work (SOWs), and other critical compliance indicators, driving operational excellence and accountability.

• Home Loan Management: Oversaw the preparation and execution of Home Loan Modification Agreements, ensuring end-to-end tracking until loan bookings were successfully completed.
• Customer Query Resolution: Managed customer inquiries related to banking via letters, fax, and email, ensuring timely and accurate responses.
• Quality Audits and Feedback: Conducted regular quality audits, provided constructive feedback to address errors, and implemented measures to drive consistent service improvement.
• Production Monitoring: Monitored daily production metrics and provided floor support for resolving complex queries, ensuring seamless operations.
• Senior Management Engagement: Actively participated in weekly discussions with senior management to propose and implement quality and operational enhancements.

• Customer Support: Delivered exceptional support for eBay India, assisting customers with online buying and selling transactions through email, chat, and calls.
• Target Achievement: Consistently exceeded monthly performance targets set by management while maintaining high levels of customer satisfaction.
• Performance Metrics: Focused on meeting and surpassing key performance indicators (KPIs), including Emails or Chats per Hour (EPH/CPH), Account Handling Time (AHT), Quality Scores, and Customer Satisfaction ratings.
• Customer Satisfaction: Maintained a proactive approach to resolving customer issues efficiently, contributing to positive customer experiences and loyalty.