Pooja Ganapathi Vijay
London
Summary
Dynamic and results-oriented professional with a Master’s degree in Management (Honours) from BPP University London and over 5 years of experience as a Customer Due Diligence Analyst. Proven expertise in customer relations through two customer executive roles, combined with a strong analytical background. Skilled in enhancing operational efficiency and driving process improvements, with a keen ability to navigate complex regulatory environments. Committed to leveraging analytical skills and customer-focused mindset to contribute effectively in an Operational role. Authorized to work in the UK.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior CDD Analyst
HSBC Electronic Data Processing
02.2017 - 11.2023
- Conducted thorough customer due diligence (CDD) processes, ensuring compliance with regulatory requirements and minimizing risks associated with money laundering and terrorist financing
- Analyzed complex customer profiles and transactions, effectively identifying and mitigating potential risks while ensuring adherence to HSBC's risk management framework
- Collaborated with cross-functional teams to investigate and resolve discrepancies in customer information, enhancing data integrity and accuracy in record-keeping
- Developed and maintained updated CDD procedures and best practices, contributing to continuous improvement initiatives within the compliance department
- Trained and mentored junior analysts on CDD protocols, enhancing team capability and increasing overall productivity and quality of analysis
- Utilized advanced data analytics tools to identify trends and anomalies in customer activity, leading to proactive risk assessments and timely reporting to management
- Prepared detailed reports and presentations for senior management, providing insights on compliance performance and risk exposure based on CDD findings
- Engaged in ongoing education and professional development regarding evolving regulatory standards and industry best practices related to customer due diligence and anti-money laundering (AML)
- Participated in internal audits and assessments to evaluate CDD processes, contributing to improved compliance standards and operational efficiencies
Interactive Social Media Advisor
24/7
12.2014 - 02.2017
- Conducted thorough reviews of clients' financial plans, resulting in a 25% improvement in financial outcomes and a 20% increase in client satisfaction
- Utilized advanced CRM tools to track client interactions, enhancing client relationships by 30% and maintaining detailed records of goals, preferences, and concerns
- Streamlined communication processes, ensuring clients received regular updates on their investments and financial plan progress, resulting in a 25% increase in client satisfaction and retention
- Collaborated with cross-functional teams to create comprehensive financial solutions, addressing client needs holistically and resulting in a 22% increase in client acquisition through referrals
- Utilized data analytics to identify trends in client behavior and preferences, allowing for more targeted marketing strategies that resulted in a 30% boost in up selling additional financial products and services
- Actively participated in industry seminars and workshops to stay updated on regulatory changes and emerging trends, ensuring that clients benefit from the most current and compliant financial strategies
Customer Service Executive
Tech Mahindra
06.2013 - 10.2014
- Investigated and resolved accounting, service, and delivery concerns, reducing customer complaints by 40% and increasing satisfaction rates
- Facilitated team meetings and workshops, leading to a 25% increase in best practice sharing and a 30% improvement in customer service delivery
- Collected and documented customer feedback to identify trends and areas for service improvement, helping to enhance the overall customer experience
- Worked effectively within a team environment, collaborating with colleagues to share best practices and improve service delivery
- Consistently met or exceeded key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and sales conversion rates
- Provided company information and policies via phone, email, and online chat, resulting in a 15% increase in customer satisfaction and clarity
Education
Master of Science -
BPP University
London, United Kingdom12-2024
MBA - MBA in Human Resources
Siddhartha Degree & Pg College
Hyderabad, India08-2019
Bachelor of Arts - Commerce
Osmania University College
Hyderabad, India08-2014
Skills
- Project Management
- Regulatory compliance
- Time management
- Customer due diligence
- Enhanced due diligence
- AML investigations
- Know your customer
- Financial crime prevention
- Client onboarding
- Sanctions screening
Certification
Lean six sigma
Languages
English
Hindi
Telugu
Marathi
Extra-Curricular Activities
International Student Ambassador - led campus tours of ~20 and held talks to promote university HSBC Corporate Social Responsibility- Promoting Education and Environmental Sustainability.
Timeline
Senior CDD Analyst
HSBC Electronic Data Processing
02.2017 - 11.2023
Interactive Social Media Advisor
24/7
12.2014 - 02.2017
Customer Service Executive
Tech Mahindra
06.2013 - 10.2014
Master of Science -
BPP University
MBA - MBA in Human Resources
Siddhartha Degree & Pg College
Bachelor of Arts - Commerce
Osmania University College
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