Ayushi Pandey
Glasgow,Glasgow City
Summary
MSc Finance graduate and detail-driven banking operations professional with experience supporting routine customer servicing and transaction processing within defined limits, maintaining accurate records, resolving discrepancies, and delivering compliant outcomes in fast-paced environments. Strong customer communication skills across phone and chat using active listening and questioning to understand needs and drive resolution. Recognised for accuracy under pressure, ownership, and a continuous improvement mindset, with growing capability in Excel and Power BI.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Daily Banking Specialist
JP Morgan Chase
Edinburgh
10.2024 - 04.2026
- Execute routine daily banking transactions and servicing activities, ensuring accuracy, completeness, and adherence to procedures in a high-volume environment.
- Handle a wide range of customer queries across phone and chat, using active listening and structured questioning to identify the issue and deliver clear outcomes.
- Maintain accurate and compliant customer records, ensuring documentation and data updates meet internal standards and support audit readiness.
- Investigate discrepancies and transaction issues, coordinating with internal teams to resolve exceptions and ensure data integrity.
- Support service improvements by identifying recurring issues and feeding back observations to improve processes and reduce repeat contacts.
Deputy Manager, Branch Banking
Axis Bank Ltd
Ahmedabad
06.2020 - 01.2022
- Managed daily branch operations including transaction processing, account servicing, documentation verification, and adherence to internal procedures.
- Processed account opening/closure requests and ensured customer records remained accurate, complete, and compliant.
- Resolved operational exceptions and discrepancies through structured investigation and coordination with internal stakeholders.
- Contributed to process improvements supporting operational efficiency and consistent service delivery.
Virtual Relationship Manager
HDFC Bank Ltd
Mumbai
11.2017 - 04.2020
- Managed a portfolio of high-value clients via virtual channels, delivering timely service, clear communication, and accurate account support.
- Assessed clients’ needs and risk appetite to recommend suitable solutions, including investment options (e.g., market funds), insurance, and other bank products, ensuring recommendations were appropriate and clearly documented.
- Maintained detailed digital records and ensured documentation was complete and compliant with internal requirements.
- Produced regular reports/updates for internal reviews and supported operational coordination with relevant teams.
- Delivered tailored banking solutions while maintaining strong controls and accurate recordkeeping.
Education
MSc - Finance
University of Strathclyde
Glasgow, UK 01.2023 - 06.2024
Mcom - Banking & Finance
University of Mumbai
Mumbai, India 08.2015 - 08.2017
Skills
- Banking Operations / Account Servicing
- Complaint Investigation Support
- Root–Cause Analysis / Issue Resolution
- SLA / KPI Tracking & Time Management
- Discrepancy Investigation & Data Integrity
- Communication
- Excel (Intermediate)
- Attention to Detail & Accuracy
- Power BI (Learning)
Certification
- Sage 50 Accounts Essentials (Stage 1 & 2) 2025
- Introduction to Risk Management 2025
- Introduction to Fintech 2026
- Power BI (Currently Learning) 2026
References
- Dayle, Wilson, dayle.wilson@jpmorgan.com, 07523956962, JP Morgan Chase
- Binni, Shah, binni.shah@axisbank.com, +91 9099082331, Axis Bank Limited
Awards & Recognition
ACE Hero Award (x2): Recognised for exceptional customer service and delivering strong customer outcomes., Divisional Recognition: Recognised by a divisional lead for resolving a complex customer query through thorough investigation, clear communication, and timely resolution., Additional Responsibility: Trusted to support the Complaints team by managing 0–3 complaints alongside my routine role, ensuring clear documentation and timely progression.
Timeline
Daily Banking Specialist
JP Morgan Chase
10.2024 - 04.2026
MSc - Finance
University of Strathclyde
01.2023 - 06.2024
Deputy Manager, Branch Banking
Axis Bank Ltd
06.2020 - 01.2022
Virtual Relationship Manager
HDFC Bank Ltd
11.2017 - 04.2020
Mcom - Banking & Finance
University of Mumbai
08.2015 - 08.2017