PANKAJ MATHUR
Adelaide,Australia
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Banking Specialist
Commonwealth Bank of Australia
05.2024 - 10.2024
- Provided high level customer support and resolving level 1 customer complaints
- Reported suspicious cash transactions to Level 2 Risk Team and regulators where required, escalate any patterns of customer behavior to Manager and lodge risk reports
- Provided technical support to backup weekly transaction data, maintenance of IDM/ATM and other branch devices, assist team leader with preparing reports on cash holdings, balance reconciliations, scrutinize any suspicious transactions over a weekly period and escalate through risk reports.
Insights Analyst
Commonwealth Bank of Australia
11.2024 - Current
- Working on end-to-end Customer Communications(CC) within the Everyday Banking- Deposits & Savings portfolio
- Extensive hands on to identify data sources, data extraction, exploration and testing to support CC
- Proactive quarterly planning and engagement to support CC releases, assisting with prioritising product changes and scope revisions in the upcoming CC releases
- Leading CC product delivery from ideation phase to release and supporting with scope changes, adhoc stakeholder queries to support the CC go live
- Supporting existing applications within the CC space for any technical support, liaise with the relevant teams for any escalations for timely resolve of CC application breakpoints
- Post CC implementation, providing best recommendations and action steps using Tableau’s visualisation insights to highlight trends and opportunities that support business owners to formulate policies and strategic decisions
- Providing expertise on process improvements and future solve opportunities within CC domain
- Working closely with stakeholders to service adhoc requests, provide CC recommendations on most effective approach and communicating timely updates
- Performing internal audits for existing CC’s performance and compliance , and root cause analysis for CC having performance degradations or compliance breach
- Escalating to Product owners and driving the amendments to a fresh release
- Supporting new staff/interns to set their foot in the team and mentoring where needed
- Analysis Presented: Cross Sell Products across different customer types per quarter to analyse number of new accounts opened using H2O modelling platform
- Term Deposit online vs in-person renewals per quarter to determine retention rate
- New account depositor funds over six months across different business locations in Australia
- Accomplishments: Winner of the CBA Team Excellence Awards 2023 for the highest Deposits revenue CC
- First member of the team to run a H2O AI based model to identify and contact high propensity eligible customer cohort driving 80% uplift in response rate
- Culture Lead, Frontline champion and First Aid Officer for the Everyday Banking Team.
Critical Incident Operations Specialist
07.2024 - 10.2024
- Identified critical trip incidents, assessed severity to execute or escalate, completed the incident findings for stakeholder review and action to deactivate Partner access to the app or provide warning
- Promptly acted to the incident queues as the incident s got reported, blocked Partner and rider’s access to the app as a risk mitigation measure, and informed Legal and compliance teams
- Analysed all information captured, identify behaviour patterns and previous criticals, assessed severity of the incident and decide to execute or escalate
- Updated case notes with critical findings, submit recommendation for next steps to the stakeholders based on severity matrix
- Escalated high risk incidents to Policy and Compliance teams for second level investigation, regulatory reporting and court proceedings
- Worked closely with Account Security & Risk team to detect, deter, and resolve scams, account hacks, forged documents, misrepresentation while logging in the app, tampering the trip count, manipulation of trip routes and trip allocation etc
- Prepared anecdotal data every week for critical Partner incidents based on their severity.
Process Expert
UBER
04.2024 - 05.2024
- Identified problem areas, gauging possible enhancements to the internal processes, suggest content updates to our knowledge resources, drafting RFC use cases for review by the Operations Team Leads/Manager (South Australia)
- Assisted the team for executing monthly internal audits on partner documents, account access, trip patterns etc, and flagged suspicious trends to Risk and Compliance teams
- Checked Partner accounts on every interaction, identified trends to understand Partner earnings, trip counts, trip acceptance to rejection ratio, ratings, surge incentives (SQL querying) to solve escalations.
HR Administrator
ALYSJ JV (Joint Venture of Larsen & Toubro Limited, QATAR)
01.2024 - 02.2024
- Integrated the legacy HR system on SAP platform, transitioned employee data and prepared reports for Project Office to depict trends across attrition, hiring t, departmental expenses, performance and probationary review, promotions and job rotations, employee benefits, quarterly cost center expenses
- Assisted manager to mediate and resolve interpersonal conflicts, team disputes by gathering information from the parties involved and presented to the Project Director with recommendation for a decision.
Education
Masters of Applied Project Systems - Computer Systems Analysis
University of Adelaide
2019
Skills
- Stakeholder communication
- Storytelling
- Critical Thinking
- Ownership to lead and deliver projects
- Root Cause Analysis
- Audit Support
- Report Preparation
- Risk Analysis
- SQL Programming
- Data Research and Validation
- Multiple Priorities Management
- Business Intelligence
- Trend forecasting
- Documentation And Reporting
Certifications Tools
- Microsoft Dynamics AX Financials
- CBA certified SQL and Tableau bootcamp
Membership
member of the Australian Computer Society(ACS)
Educational Development
09/16, 07/18, The University of Adelaide, Australia, Masters of Applied Project Systems
Certification
SAP
Microsoft Dynamics AX Financials
Affiliations
- Australian Computer Society
Timeline
Insights Analyst
Commonwealth Bank of Australia
11.2024 - Current
Critical Incident Operations Specialist
07.2024 - 10.2024
Banking Specialist
Commonwealth Bank of Australia
05.2024 - 10.2024
Process Expert
UBER
04.2024 - 05.2024
HR Administrator
ALYSJ JV (Joint Venture of Larsen & Toubro Limited, QATAR)
01.2024 - 02.2024
Masters of Applied Project Systems - Computer Systems Analysis
University of Adelaide
Similar Profiles
Anupama ShenoyAnupama Shenoy
Chapter Lead at Commonwealth Bank Of AustraliaChapter Lead at Commonwealth Bank Of Australia
Tushar NegiTushar Negi
Senior System Engineer at Commonwealth Bank of AustraliaSenior System Engineer at Commonwealth Bank of Australia
William SinWilliam Sin
Customer Service Specialist at Commonwealth Bank of Australia, CBACustomer Service Specialist at Commonwealth Bank of Australia, CBA
JULIAN NARAYANJULIAN NARAYAN
Customer Relations Specialist at Commonwealth Bank Of Australia, CBACustomer Relations Specialist at Commonwealth Bank Of Australia, CBA
Jayden SpillerJayden Spiller
Laborer at DML ConstructionLaborer at DML Construction