Sonali Talwar is seeking a position that allows her to utilize her skills to achieve organizational goals. She has over 10 years of experience in banking operations. Currently, she is an Assistant Manager at Royal Bank of Scotland, where she manages a team of 17 people in the Payment Protection Insurance department. Previously, she held roles as a Process Analyst, Quality Analyst, and Senior Process Associate at Royal Bank of Scotland. She also worked as a Customer Care Executive at Genpact, where she processed credit card applications and payments. Sonali has a Post Graduation degree in MBA and a Graduation degree in Commerce.

1. SONALI TALWAR
' : 9999702522yEmail- Sonali_Talwar86yahoo.com
CAREER OBJECTIVE
To be at a position in an organization where I can utilize my acquired skills to achieve the organizational
goals and thereby my personal goals.
Royal Bank of Scotland Sep 2007 – Current
Profile:
Sep 2007 – 2010: Process Analyst
April 2010 – Mar 2011: Quality Analyst
April 2011 – Dec2014: Senior process associate/Team leader
Dec2014 till current: Assistant Manager
Roles & Responsibilities as per the current profile:
* Managing PPI Registration process
* Managing Team of 17 people in Payment Protection Insurance for Retail and Corporate
Operations
* Detailed Study of customer complaints to determine the appropriate reasons of complaint
* Inspired each and every team member to perform and give their best
* Determined the duties and responsibilities of individuals in a team
* Offered solutions to the top management
* Working as key link between management and team
* Point of contact for our clients in UK
Genpact June 2006 – Dec 2006
Profile: Customer Care Executive
Roles & Responsibilities:
* Processed credit cards applications and performed checks like blacklisting in the UAE Operations
* Processed payments and handled accounts in the Reconciliation department(UK process)
* Handled branch queries for various transactions made on customer accounts
* Reducing errors and maintaining quality to an utmost extent by doing quality checks for the
compaints processed
* Performing Quality Assurance for all the Corporate and Commercial Operation processes (A/c
Opening, A/c Closing, A/c maintenance, COA, Currency Account Unit)
* Interaction with processing teams and conducting weekly quality huddles
* Initiate actions for non occurrence of same mistake
* Feedback sharing with processors & Team leaders
* Solve Concerns & queries of processing teams by maintaining a repository tracker
* Helped other team members to maintain their accuracy rate by acquiring deep knowledge of the
process and train new members of the team

2. Achievements
* Received appreciations and rewards from senior management in the form of Ace Bravo
* Ace Galaxy Award(Team Award) for delivering high quality standards.
* Received Silver Ovation and Bronze ovations twice for delivering high standard
.
Skills & Expertise
MS Word (Advanced), MS Excel , MS Powerpoint, Back office,VCS and Image and workflow
applications
Education Qualification
Post Graduation Sikkim Manipal University MBA II Division (2007-2010)
Graduation Maitreyi College (Delhi University) II Division (2004-2007)
10 +2 St Thomas school, New Delhi CBSE, 82% (2002-2004)
Personal Information
Date of Birth : 19 July 1986.
Marital Status : Single
Father’s Name : Mr Kishan Talwar
Mother’s Name : Mrs. Sunita Talwar
Language : English, Hindi
Sonali Talwar
New Delhi