Deepalakshmi Srinivas
Southampton,UK
Summary
Detail-oriented Financial Services and Technology professional with over 10 years of experience in risk management, governance reporting and business analysis. Demonstrated expertise in supporting enterprise risk management processes, administering governance platforms and enhancing operational controls. Currently positioned within Quilter's Affluent business, seeking to apply extensive experience in a Governance, Risk & Compliance Analyst role.
Overview
1
1
Certification
18
18
years of professional experience
Work history
Customer Operations Technician
Quilter Plc
Southampton
2024.03 - 2026.07
- Support the delivery of accurate and timely customer outcomes through effective case management and attention to detail.
- Liaise with Financial advisers, Ceding schemes and internal stakeholders to resolve complex customer cases.
- Reviewed customer and adviser documentation for accuracy and completeness, adhering to operational procedures to enhance service delivery.
- Identified discrepancies and missing information, escalating issues to facilitate positive customer outcomes.
- Processed and validated pension and re-registration transactions in a regulated financial services environment, ensuring compliance and accuracy.
Customer Application Support Analyst
HTEC Solutions / PDI Technologies
2023.07 - 2023.12
- Delivered 1st and 2nd line application support for business-critical systems, ensuring minimal downtime.
- Collaborated with technical teams to investigate issues and implement timely resolutions, enhancing user satisfaction.
- Analysed customer issues and identified effective solutions to minimise disruption.
- Monitored incidents and ensured service delivery aligned with operational standards, contributing to overall system reliability.
Senior Customer Relations Officer
Nenapu Enterprises
2019.06 - 2023.06
- Analysed customer feedback and operational trends, identifying service improvement opportunities to elevate customer experience.
- Collaborated with stakeholders to enhance customer experience and streamline operational processes.
- Managed customer service operations, resolving issues to enhance customer satisfaction.
- Maintained high levels of customer satisfaction through proactive issue management.
Banking Services - Business Analyst
Cognizant Technology Solutions
2016.03 - 2017.01
- Produced management reports and business analysis for leadership teams.
- Presented performance metrics, business insights and recommendations to senior management.
- Forecast revenue performance and identified risks impacting delivery objectives.
- Analysed operational challenges and supported mitigation activities to improve performance.
- Conducted meetings with project and business stakeholders to support decision making.
- Assisted leadership teams in monitoring delivery performance against business targets.
Banking Project Application Testing Analyst
Cognizant Technology Solutions
2015.01 - 2015.10
- Created and executed test plans, test cases and validation activities for banking applications.
- Performed data validation, reporting analysis and system integration testing.
- Conducted smoke testing and post-release validation activities to support successful production deployments.
- Identified, documented and tracked defects through to resolution.
- Maintained testing artefacts and audit-ready documentation.
Application Support Engineer / Risk Portal Administrator
Cognizant Technology Solutions
2011.09 - 2014.08
- Administered Cognizant's enterprise risk management and project governance platforms, ensuring compliance and facilitating effective risk oversight.
- Managed access and permissions for Risk Owners and Risk Assessors across multiple projects, enhancing security and streamlining user management.
- Managed user access controls, role allocations and governance-related platform administration activities.
- Maintained comprehensive risk records, including descriptions, classifications, ownership details, and review schedules, supporting informed decision-making.
- Assisted in governance processes to enhance risk management and compliance practices. involving residual and workable risk assessments.
- Collaborated with technical and business stakeholders to support risk management, governance and operational oversight activities.
- Participated in testing and implementation of a new enterprise Risk Portal prior to production release.
- Performed database updates to maintain accuracy and integrity of risk-related information.
- Designed and implemented a continuous improvement initiative which automated risk review reminder communications, reducing user support requests and improving adherence to risk review processes.
- Performed performance testing, smoke testing and post-deployment validation following production releases.
Production Support Lead – ETL and Data Warehouse
Cognizant Technology Solutions
2009.01 - 2011.08
- Managed production support for large-scale data warehouse and business intelligence platforms, ensuring system reliability and performance.
- Led incident, release and operational support processes.
- Supported SLA adherence and service performance monitoring.
- Delivered operational performance reports and conducted monthly service reviews to evaluate service effectiveness and identify improvement areas.
- Performed root cause analysis and implemented permanent fixes for recurring issues.
- Oversaw user account management, platform governance, and operational controls to maintain compliance and security standards.
- Mentored and trained new team members.
Skills
- SQL
- Risk Management Systems
- Microsoft Package
- Ticketing tools
- Informatica
- Reporting Tools
- Testing
- Windows OS
ADDITIONAL INFORMATION
- Experience supporting Risk Assessors and Risk Owners within enterprise risk management systems.
- Knowledge of risk mitigation plans, contingency planning and business continuity concepts.
- Experience administering project governance and performance metrics platforms.
- Strong understanding of RAG status reporting and performance monitoring.
- Experienced in SQL administration, data validation and governance-related reporting.
Certification
- ITIL V3 Foundation Certified
- Microsoft SQL Server 2008 Database Administrator
- Informatica PowerCenter 8 Mapping Design Certified
- Six Sigma yellow belt
Timeline
Customer Operations Technician
Quilter Plc
2024.03 - 2026.07
Customer Application Support Analyst
HTEC Solutions / PDI Technologies
2023.07 - 2023.12
Senior Customer Relations Officer
Nenapu Enterprises
2019.06 - 2023.06
Banking Services - Business Analyst
Cognizant Technology Solutions
2016.03 - 2017.01
Banking Project Application Testing Analyst
Cognizant Technology Solutions
2015.01 - 2015.10
Application Support Engineer / Risk Portal Administrator
Cognizant Technology Solutions
2011.09 - 2014.08
Production Support Lead – ETL and Data Warehouse
Cognizant Technology Solutions
2009.01 - 2011.08