Riti S.

About Riti S.

As an Associate Vice President at JPMorgan Chase & Co, I have over 18 years of…

Experience

1. Associate Vice President

   JPMorganChase

   Nov 2016 — Present · Bengaluru, IN

   JPMorgan Chase & Co. is an American multinational investment bank and financial services company headquartered in New York City. In addition to being the largest bank in the United States, JPMorgan is the world\'s second most valuable bank by market capitalization.[• Selected as the Manager/ Team Lead for Consumer and Community Banking (Claims)• Handling Fraud/Non fraud claims on Debit Card Transactions• Managing Disputes and Recovery of Claim amounts• Project Management and Analysis (Ongoing Projects – Complaints, Customer Work Stream, CSAT, Quality)• Being a part of leadership programs like Elevate and Women Leadership Program for Chase Bangalore• Handling Quality, Complaints, CSAT, Work Stream pillars for the Bangalore Division• Managing absenteeism and attrition for the team• Outlier Management for the bottom quartile specialists• Coaching and Mentoring the specialists on a weekly basis• Currently handle a team of 21 specialists handling Fraud and Non Fraud Operations.• Also act as a Hiring Manager for the Claims Team. Responsible for internal hiring and external hiring• Design the quality requirements based on the client’s requirements. Planning and Execution of planned activities to increase quality scores for the site• Monitoring the calls and provide feedbacks on a daily and weekly basis• Heading the quality Pillar project for the Bangalore Division. Planning of events for deceasing the quality errors for the site• Also handing the RTL (Relief Team Leader) program for the site where discussion and planning and strategization is done on mentoring the RTL’s and coordinating their growth plans and learning plans with the counterparts• Manager for the People development project to ensure proper learning and development for the specialists and the SME’s

Skills

• Transition Management
• Business Process
• Team Leadership
• Program Management
• Business Process Improvement
• Management
• Bpo
• Resource Management
• Requirements Analysis
• Customer Service
• Escalations Management
• Vendor Management
• Marketing
• Call Centers
• Business Process Outsourcing (Bpo)
• Marketing Strategy
• Service Delivery
• Team Motivation
• Business Analysis
• Data Entry
• IT Service Management
• Account Management
• Change Management
• Business Intelligence
• Customer Satisfaction
• Training
• Databases
• Customer Relations
• Outsourcing
• Sdlc
• Operations Management
• Customer Relationship Management (Crm)
• Data Analysis
• Contact Centers
• Performance Management
• Crm
• Itil
• Team Management
• Process Improvement