Shivani Pandita

Operations Associate

New Delhi, Delhi, India10 yrs 11 mos experience

Key Highlights

Led significant process redesign initiatives.
Optimized banking operations with AI integration.
Achieved high customer satisfaction improvements.

Stackforce AI infers this person is a Fintech professional with expertise in operational excellence and process improvement.

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Skills

Core Skills

Lean Six SigmaBusiness Process ImprovementCustomer EngagementProject ManagementChange ManagementCustomer ServiceProcess ImprovementOperations ManagementBusiness Strategy

Other Skills

Agile & Waterfall MethodologiesBuilding TrustBusiness DevelopmentCharismatic LeadershipCommunicationContract NegotiationCopingCrisis ManagementCross-functional Team LeadershipCustomer ExperienceCustomer Relationship Management (CRM)Data AnalysisDifficult SituationsEmotional IntelligenceEmployee Relations

About

I spearhead end-to-end journey assessments, championing process redesign and lean management implementation across business units. My leadership has been pivotal in identifying performance bottlenecks and orchestrating targeted training for enhanced productivity. Previously at Novo, my initiatives in optimizing debit card dispute processes and integrating AI into customer service platforms culminated in significant operational advancements. The team and I elevated customer satisfaction and streamlined response frameworks, showcasing a steadfast commitment to operational excellence and innovation in banking.

Experience

10 yrs 11 mos

Total Experience

2 yrs 4 mos

Average Tenure

1 yr 6 mos

Current Experience

Mashreq

Manager - Lean Six Sigma

Dec 2024 – Present · 1 yr 6 mos · Dubai, United Arab Emirates · Remote

Led E2E Journeys Assessment for business units, driving diagnostics, redesign, and implementation.
Managed lean sustain efforts in relevant bank departments, ensuring clear role responsibilities.
Identified skills gaps hindering performance and recommended training for productivity improvement.

Agile & Waterfall MethodologiesLean Six SigmaProduct DevelopmentBusiness Process ImprovementScrumKanban+3

Novo

Assistant Manager - Banking

Oct 2022 – Dec 2024 · 2 yrs 2 mos · Gurugram, Haryana, India · Hybrid

Optimized debit card dispute management process, increasing win rate from 40% to 81%, enhancing customer satisfaction by 20%.
Defined metrics for team accountability, resulting in 30% improvement in operational workflows.
Leveraged generative AI in Zendesk, reducing response times by 25% and enhancing user experience.

Stakeholder ManagementKPI ReportingStrategic PlanningBusiness Process ImprovementFinancial Risk ManagementCustomer Engagement+8

Better

Manager - Credit Products

Apr 2020 – Sep 2022 · 2 yrs 5 mos · Gurugram, Haryana, India · Hybrid

Orchestrated cross-functional teams to achieve a 1-hour mortgage application turnaround time, surpassing SLA for 10 months.
Implemented training programs to increase operational capacity and improve time-to-market for customers.
Spearheaded automation of reporting processes, reducing manual report generation time by 50%.

Change ManagementStakeholder ManagementData AnalysisProject ManagementAgile & Waterfall MethodologiesPrototype Framework+2

Indifi

Team Lead - Lending

Sep 2018 – Apr 2020 · 1 yr 7 mos · Gurugram, Haryana, India · Hybrid

Analyzed loan operations data to identify inefficiencies, resulting in a 15% reduction in loan processing time.
Collaborated with cross-functional teams to align operations with business objectives and improve service delivery.

Escalation ResolutionProcess ImprovementInterpersonal CommunicationCustomer ServiceCustomer Relationship Management (CRM)Customer Experience+2

Peoplekapital consulting pvt ltd

Operations Executive

May 2015 – Aug 2018 · 3 yrs 3 mos · New Delhi, Delhi, India · On-site

Managed day-to-day operations for a government project UDAAN, analyzing data to reduce project turnaround time by 10%.
Collaborated with clients and stakeholders to optimize operational processes in line with customer expectations.
Ensured all company policies and procedures regarding interviews were up to date.

Operations ManagementData AnalysisProcess ImprovementRegulatory ComplianceBusiness Strategy

National aerospace laboratories

Project Assistant

Aug 2013 – Jul 2014 · 11 mos · Bengaluru, Karnataka, India · On-site

Conducted research on Zinc-doped DLC coatings on biomedical titanium alloy Beta-21S using PECVD and magnetron sputtering.
Analyzed composition, morphology, nano hardness, wettability, corrosion resistance, and tribological properties of the coatings.
Collaborated with team members to optimize coating performance in simulated body fluid (SBF- Hanks solution).

Indian institute of horticultural research

Project Intern

Jan 2012 – Jun 2012 · 5 mos · Bengaluru, Karnataka, India

Conducted plant tissue culture regeneration in pomegranate varieties 'Bhagwa' and 'Ruby' using various explants.
Implemented plant tissue culture line for 'Kaveri' Passion fruit to obtain identical copies for propagation.
Contributed to research at Indian Institute of Horticultural Research in Bengaluru, Karnataka, India.