Geetha Gopinathan
LONDON,India
Summary
Dynamic and results-driven professional with 7+ years of experience in quality assurance and production leadership within the financial services sector. Proven expertise in KYC, customer onboarding, and process improvement. Recognized for innovative problem-solving, mentoring diverse teams, and driving quality through unique methods like brainstorming sessions and one-on-one coaching. Adept at balancing operational excellence with social responsibility through R&R Fun and CSR crews. Passionate about fostering growth, ensuring compliance, and exceeding results with organizational goals.
Overview
7
7
years of professional experience
2020
2020
years of post-secondary education
Work history
Production Lead – NZ Digital Fulfilment (Online Store, WHV, Migrant Onboarding)
ANZ Support Services India
Bangalore
05.2024 - 09.2025
- Led and supported onboarding processes for Online Store, Working Holiday Visa, and Migrant customer groups, ensuring accuracy, compliance, and high-quality customer experience.
- Conducted Quality Control (QC), Root Cause Analysis (RCA), and 1:1 feedback meetings, driving continuous improvement and strengthening staff performance.
- Introduced process-improvement initiatives such as brainstorming sessions, knowledge-sharing forums, and structured coaching methods.
- Managed onboarding metrics, resolved escalations, and ensured compliance with internal policies and SLAs.
Quality Assurance Officer – NZ KYC CDD
ANZ Support Services India
Bangalore
08.2018 - 04.2024
- Completed end-to-end QA for New Zealand customer profiles across Retail, Institutional, and Commercial Banking sectors.
- Analysed and reported on key operational metrics including MBR Packs, SOH-TAT, CSO Governance, and Commercial Credit Card QA.
- Mentored and trained new analysts, improving accuracy, compliance, and team standards.
- Supported team workflow through daily allocations, reporting, stakeholder communication, and governance updates.
- Key Projects: Bonus Bonds Redeeming, KCT for Institutional & Retail, MBS, CDD QA initiatives.
Education
MSc - International Project Management
Coventry University London
09.2025 -
Bachelor of Commerce (B.Com) -
Kristu Jayanti (Deemed to be University)
Bangalore12th Standard - Commerce Stream
Amara Jyoti Pre-University College
Bangalore10th Standard -
Jubilee School
Bangalore 04.2001 - 03.2013
Skills
- KYC / Quality Control (QC) & Assurance
- Customer Onboarding (Online Store, Working Holiday Visa & Migrant Teams)
- Process Improvement & Brainstorming Techniques
- Team Training, Mentoring & 1:1 Knowledge Sharing
- Data Reporting & Metrics Analysis
- Microsoft Excel, Office Suite, Tally ERP 9, Control IQ, AOM Work ware
- Citrix, SharePoint, SDA, S
VOLUNTEER EXPERIENCE OR LEADERSHIP
Rochester Institute of Technology (RIT Dubai)
Collaborative online international learning initiative - COIL
- Engaged in cross-border virtual collaboration with international student teams, contributing to problem-solving activities and shared project outcomes.
- Developed strong intercultural communication, teamwork, and virtual project coordination skills.
GLOS – Global Learning Opportunities & Skills
Award Recipient – Best Question
- Recognised for asking the Best Question during a GLOS leadership and global learning session.
- Received a book prize from Vivian Eni,Global HR Business Partner, Professional & Personal Coach (In-House)
- Demonstrated strong analytical thinking, intellectual curiosity, and active engagement with global leaders.
Timeline
MSc - International Project Management
Coventry University London
09.2025 -
Production Lead – NZ Digital Fulfilment (Online Store, WHV, Migrant Onboarding)
ANZ Support Services India
05.2024 - 09.2025
Quality Assurance Officer – NZ KYC CDD
ANZ Support Services India
08.2018 - 04.2024
10th Standard -
Jubilee School
04.2001 - 03.2013
Bachelor of Commerce (B.Com) -
Kristu Jayanti (Deemed to be University)
12th Standard - Commerce Stream
Amara Jyoti Pre-University College