Platform Administrator - Aegon UK - Peterborough, United Kingdom
(2025-03)
- Administered member records for 2,000+ customers, achieving 25% reduction in data errors through audits
- Processed over 1,000 pension contributions monthly, ensuring 99.9% accuracy and timely allocation
- Ensured compliance with EU/UK standards and regulations, including AML risks
- UK FCA Standards, HMRC RTI Reporting, GDPR (UK/EU), BACS Protocols.
Business Operations & Project Analyst - American Express - Gurgaon, India
(2022-03 - 2024-09)
Elicited and documented requirements for global business integration and complex cross-border initiatives, ensuring compliance with EMEA (GDPR), APAC (HKMA/SFC), and CIPP US regulatory standards.
- Analyzed existing acquisition processes to identify bottlenecks and implemented onboarding tools, enhancing process efficiency.
- Developed comprehensive project plans, including timelines, resource allocation, and KPI success metrics.
- Streamlined business operations and onboarding tools, reducing process cycle time by 25% while maintaining strict AML/KYC protocols.
- Led cross-functional teams to deliver 8 plus projects on time, improving operational KPIs by up to 15%
- Coordinated resource allocation that increased project throughput by 20% within one year
- Developed data-driven dashboards that increased reporting accuracy by 30%, enabling faster decision-making.
- Identified and mitigated operational risks, contributing to a 15% reduction in compliance issues.
- Championed continuous improvement culture by leveraging data-driven insights to overhaul legacy workflows, aligning complex stakeholder requirements with technical delivery to support strategic business goals.
Business Operations - TCS TATA Consultancy Services (Nest Pensions) - Mumbai, India
(2017-02 - 2021-10)
- Directed cross-functional teams of 150+ members, improving project delivery speed by 30%.
- Streamlined pension processing workflows, cutting cycle times by 25% while maintaining compliance.
- Implemented quality control measures that reduced errors in client accounts by 40%.
- Led investigations into complex complaints and quality audits to identify and rectify systemic process issues.
- Documented Standard Operating Procedures (SOPs) for product launches and improved system capabilities, providing clear guidelines for operational consistency.
- Translated business needs into actionable requirements and user stories for SMEs, managers, and developers, facilitating effective communication and project alignment.
- Supported User Acceptance Testing (UAT) and monitored applications to ensure smooth service releases and deployments.
- Mentored junior staff, increasing team productivity and reducing turnover by 20%.
- Collaborated with technical teams to map data fields for HMRC RTI payment engines, ensuring tax codes and PAYE deductions are reported accurately to prevent regulatory penalties.
- Coordinated global teams to manage Business Continuity (BCP), ensuring uninterrupted pension services during system updates and real-time emergencies.
Customer Service - FIS (Fidelity Information Services-Bill Pay) - Mumbai, India
(2013-09 - 2014-12)
- Resolved 95% of customer inquiries on first contact, client satisfaction scores 100%.
- Managed 50+ daily billing and payment issues, ensuring timely resolution and customer satisfaction.
- Trained new hires on system use and communication standards, accelerating onboarding by 25%.
- Trained and coached 10+ new analysts on FDCPA compliance and soft-collection workflows, enhancing team communication to meet strict federal guidelines.
