Pooja Sharma has over 9 years of experience in banking and financial management. She currently works as an Operations Manager at RBS Business Services in Gurgaon, India, managing a team that handles services for commercial and private banking clients. Prior to her current role, she held positions as a Team Leader for risk and controls, and as an SME for the U.K. reconciliation process. She has strong skills in reporting, analysis, client interfacing, team leadership, and Microsoft Excel and PowerPoint.

1. Pooja Sharma
Achievement-oriented professional with strong interpersonal,
business development and project management skills.
PROFESSIONAL SYNOPSIS
 9.5 years of banking and financial management experience within Financial Services Industry.
 Committed team player, with proven ability to meet and exceed set goals and deadlines.
 Exceptional focus and follow through abilities, with record of efficiency and productivity.
 DevelopedskillsinReporting andAnalysis, Interfacingwith clients andleadinga team withexpert knowledge ofAdvancedExcel
and Power Point.
 Proactive, hands-on style, team leadership and personnel development skills.
WORK EXPERIENCE
Name of the organization : RBS Business Services (previously ABN AMRO Central Enterprise Services)
Duration with the organization: 07 August 2006 till Date
Present Profile:
Currentlyworking as OperationManager withRBS, Gurgaon, India withprimaryresponsibility to manage the team handling for
Commercial and Private Banking
Key Performance Area
 Customer Focus:Regular interactionwith the UKcounterparts/Corporate Service teamto understandandalignthe requirements
and work towards providing excellent service for maintaining strong andenduring progressive business relationships.
 Compliance: Ensure compliance with the local andinternational requirements andhighlight the deviations. Trackthe deferrals
and followup withthe respective Relationship Managers to clear those withinstipulatedtime.
 Riskmanagement:Highlight risks of varying forms includingdeviations sought for andsuggest effective riskmitigation conducts.
 Internalcontrols:Complywith, maintain& develop stronginternal controls to ensure effective & efficient runningof the process
in a highlyregulatedyet dynamic environment.
 Monitoring: Maintain andmonitor various check points to minimise errors and avoidpossible slip outs inthe process.
Previous Profile’s in RBS
1)Team Leader – Risk & Controls (Retail & commercial operations)
Duration March 2012 – July 2014
 To support the unit headto ensure allaspects of1st Line of Defense responsibilities for operational riskare
undertaken professionally& in a timelymanner.
 Support the unit staff and management byreviewing the existingAre YouinControl (AYIC) test papers. Discussing the changes
requiredwithcompliance team andbusiness. Alsoensure all the changes has beenimplemented withintimescales.
 Creation ofControls for newlymigrated processes.
 To ensure (i) Process Specific (ii)Regulatoryand(iii)Generic AYiCtests are carriedout for allprocesses inRCWO on the
effectivenessof controlsinplace
 Coordinating incontrol assessment withrisk managers and ensuring allthe business risk andcontrolsare identifiedand
documented.Also involved inmanagement of Risk andControl Assessments andclosure of known issues
 Drive continuous improvement activities to include the design ofrisks andprocessing controls to ensure theyremainfully
effective / robust, support customer service andwithany best practices identifiedbeingsharedacross Risk communityin the
organization.
 Identifyemergingrisks andissues;workwith unit management andriskmanagement team to develop suitable mitigating
controls. Undertake anyrisk-related exercises as requiredbythe management andassist with anyrisk incident management
issues as required.
 Contributionto the creationof new AYICtest papers where ever is required.

2.  Provisionof anindependent reports providing feedbackto the Business onthe adequacyand effectiveness of unit
performance basedonownassurance testing performedon the BusinessUnit.
 Support the businessareas inongoingcontinuous improvement activities where riskexpertise is required.
 Resolve the quires ofthe compliance team raisedon RegulatoryTest Paper.
 Update, review and prepare risk related MISinline with changesanddevelopments in the business.
 Prepare other MI as well as whenrequiredlike compliance test result data, AYICtest paper data, GIA Audit Data.
 Conduct Risk Awareness Session inthe RCWO.
 Prepare Mintues ofMeeeting for the Internal RiskBoard meeting.
 Share inputs andas whenrequired prepare RiskBoardPack.
 Provide support to the RiskandControls Manager to ensure the unit takes appropriate actioninresponse to incidents,
issues, etc
2) SME - U.K. Reconciliation Process (CAPR)
Duration- June 2008 till March 2012
 Undertook training for CAPR process in Chennai for one month and migrated the process.
 Coordinating with the Risk and Compliance team to ensure proper control before implementation.
 Ensuring prompt and error free response against e-complaints/requests raised bythe Client teamthroughthe helpof pre
definedtemplates.
 Process training and feedback to officers, maintaining performance chart of officers, takingescalations, downloadof latest
updatesinthe team.
 Engage with on-shore UKTeam for the OPD (Online Process Diagram) deviations.
 Team has receivedGold OvationandSilver Ovation inRewardandRecognition.
 Responsible for ensuringdailyMIS, Leave management, Transport issuesandincident reporting of the team.
3) CSO – Domestic Contact Center
Duration Aug 2006 – Aug 2008
 Process training and feedback to officers, maintaining performance chart of officers, taking escalations, etc.
 Got maximum customer appreciations in VGPB.
EDUCATION QUALIFICATIONS
 MBA in Project Management from Sikkim Manipal University. (Result Awaitedfor final Semester)
 B.A Humanities (Pass)from Delhi University
 Senior School Certificate (Class 12th)
PROFESSIONAL TRAININGS
 Young Leader Program
 Star Certification
 AdvancedExcel
 Lean Methodology
 Effective Time Management
PERSONAL DETAILS
Date of Birth : 07th Aug 1982
Hobbies : Shopping, Listening Music.
Language : English, Hindi
Permanent Address : C-10/19, Ardee City, Sector 52, Gurgaon, Haryana -122011
E-Mail : poojasharmagurgaon@gmail.com
Contact No : 0124-2302019, 09818366601

3. (Pooja Sharma)