Ritu Dua

Young energetic result oriented professional with 8 years of experience in Operations, currently associated with Tata Consultancy Services, Gurgaon as Business Process Lead. Extended expertise in Finance, day to day activities of the banking operations like opening and closing of accounts, scrutinizing the documents, handling queries and complaints, and possess fine knowledge of the backend banking operations etc. Deep understanding of financial domain with focus on delivering business solutions; Adroit at analyzing the organization requirements; highly ethical, trustworthy and discreet; Deft in handling back office transactions, overall functioning of processes & implementing processes in line with the policies.

In depth knowledge of Information Security Policies and procedures. Proficient in managing teams for mentoring them to be able to work as per the SLA's with the client and develop service standards for business excellence. Possessing valuable insights and implement best practices to achieve business excellence.

Possess good interpersonal, communication & organizational skills with proven abilities in team management & customer relationship management.

Business Process Lead - Tata Consultancy Services Pvt. Ltd. - Gurgaon

(2015-02)

• Maintaining and managing operations of all accounts of Client
• Worked in a Agile project (Flex pool) as part of pilot batch with flexibility in handling different activities simultaneously
• Managing the Process Matrices – Service Level Agreement, Turn Around Time, Accuracy, Process Improvement and Rejects
• Manage Change Management procedures are followed and implemented
• Manage deliverables – Function skill matrix, Dashboard, Quality check, Capacity Plan, FTE Estimation, Control Charts & Volume Forecasting
• Manage Productivity and Efficiency benefits which are agreed with the Clients
• Collect and provide data required for various audits & manage internal audits
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Provide coaching and feedback to team members to enable them to improve their performance
• Build relationship with Onshore Management to ensure a one-team approach
• Facilitating discussion around complex information to promote understanding
• Train new team members and guide current team members to enhance performance
• Understand, articulate and implement best practices related to area of expertise
• Help the team members to raise their performance like Productivity, Quality, Workouts etc.
• Periodic report generation, Daily & Monthly MIS sharing with Manager and analysis of reports
• Ensuring that all the documentation, processes and procedures are accurate and up to date and ensuring that all the team members are aware of these and follow them
• Managing the quality control process within the team, ensuring adherence to quality concepts & Finding the Root Cause for the errors and then leading to solutions
• Being a part of two migrations of current process
• Won ovations like On the Spot Award, TCS Soldier Award, Star of the Month, Best Team Award and Service & Commitment Award
• Received appreciations from Managers, clients onshore, Head of Departments for handling huge volumes in the process
• Successfully closed few workouts by solving the problems in the process or at departmental level

Intern - State Bank of India - Maruti Rohtak

2 Months Internship from State Bank of India focused on Financing, Delivery, Comparative study Vis-à-Vis Others Banks, Monetary and timely Recovery and Suggestions to increase Market Shares

MBA - Finance & HR - Institute of Management & Research, MDU University (2014)

B.Com - Commerce - MDU University (2012)

S.S.C - S.D. Sr. Sec. School (2009)

H.S.C - S.R.S. Public School (2007)