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topendra
Customer Service & Operations Leader at NatWest
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Competencies
Skilled in leading, motivating, and developing teams to achieve operational excellence and foster a collaborative environment.
Proficient in optimizing processes and ensuring high-quality service delivery within banking operations.
Experienced in managing operational risks and ensuring compliance with governance standards.
Effective in managing relationships with stakeholders to align operational goals and improve communication.
Focused on identifying inefficiencies and implementing process improvements to enhance operational performance.
Education
Summary
Dedicated operations leader with over 9 years of experience in banking, specializing in payment investigations, risk management, and team development. Proven ability to drive operational excellence and stakeholder engagement.
Key Achievements
- Led cross-functional teams of 14 in payment investigation, settlement, and recovery, ensuring operational efficiency.
- Streamlined error banking processes, resulting in improved SLA adherence and risk management.
- Supported stakeholder management and colleague development to enhance team performance and compliance.
- Managed operational risk and delivered positive customer outcomes through effective resolution of payment exceptions.
Experience
Customer Service & Operations Unit Leader I
Led CAPR Investigations and Errors Banking teams comprising 14 colleagues across Delhi and Chennai, responsible for payment investigation, settlement, and recovery activities.. Managed operational performance, stakeholder engagement, colleague development, customer outcomes, and risk governance while driving continuous improvement and operational excellence.
Customer Service & Operations Analyst TO
Served as SME and Process Lead for the Errors Banking team, supporting the Team Manager in delivering operational excellence, colleague development, stakeholder management, and risk governance.. Led complex bank error payment recoveries, managed MI reporting, attendance, and performance monitoring while ensuring compliance with risk and control requirements.
Customer Service & Operations Analyst
Investigated and resolved payment exceptions and outstanding suspense account breaks, ensuring resolution within SLA while managing operational risk and delivering positive customer outcomes.