Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Accomplishments
LANGUAGES
Generic
Open To Work

Shivangi Verma

New Delhi

Work Preference

Desired Job Title

Dispute & Payment AnalystCredit AssociateSenior Tax ConsultantAccount ManagerOperations Specialist

Work Type

Full TimePart TimeContract WorkConsulting

Location Preference

HybridRemote
Location: New Delhi, IndiaNoida, UP
Open to relocation: No

Important To Me

Work-life balanceCompany CultureFlexible work hoursWork from home optionPaid time offPaid sick leaveTeam Building / Company RetreatsHealthcare benefitsPersonal development programsCareer advancement4-day work week

Summary

Business Operations, Banking & Process Improvement Professional with 7+ years of experience across Australian banking, financial services, and Deloitte. Expertise in payment operations, business process improvement, operational risk, financial analysis, stakeholder management, CRM/UAT support, compliance, and customer remediation.

Recognised for improving operational efficiency, implementing process enhancements, supporting automation initiatives, mentoring teams, and consistently delivering high-quality outcomes in fast-paced, regulated environments. Passionate about solving operational challenges through data-driven analysis, collaboration, and continuous improvement.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Dispute & Payment Analyst

UBank
Sydney, NSW, Australia
08.2023 - 01.2026
  • Managed end-to-end payment disputes across NPP, BPAY, Trace, Direct Debit and Direct Entry, ensuring timely resolution while maintaining compliance with regulatory requirements, internal policies, and SLA commitments.
  • Investigated complex payment enquiries, mistaken payments, recalls, and dispute cases, balancing customer outcomes with operational risk and regulatory obligations.
  • Consistently exceeded productivity targets (>100%) while maintaining 100% quality standards, effectively managing high-volume workloads and prioritising time-critical cases.
  • Served as a trusted point of contact for payment dispute processes, supporting colleagues with process guidance, knowledge sharing, and complex case handling.
  • Represented the Payments team in cross-functional meetings with CRM, Contact Centre, Complaints, Operations and external stakeholders, escalating system issues, providing operational insights, and contributing to service improvements.
  • Designed and implemented an NPP dispute tracker that enhanced SLA monitoring, workload forecasting, reporting visibility, and proactive workload management across the team.
  • Supported CRM enhancement initiatives and UAT activities by validating operational workflows, identifying improvement opportunities, and contributing to process documentation to improve efficiency and user experience.
  • Identified process gaps and recommended workflow improvements, including customer communication and dispute handling procedures, strengthening operational consistency, governance, and customer experience.
  • Partnered with fraud, operations, and customer service teams to support investigations, resolve complex payment matters, and strengthen operational controls while mitigating business risk.
  • Contributed to process automation and continuous improvement initiatives that reduced manual effort, improved workflow consistency, and enhanced service delivery.
  • Led onboarding and capability development for new team members through structured coaching, quality assessments, side-by-side support, and knowledge sharing, improving operational readiness and team capability.
  • Actively contributed to team engagement, recognition, and continuous improvement initiatives as a core member of the Team Enablement & Recognition Committee.
  • Recognised with the Team Lead's Choice Award, Everyday Hero Award, and multiple UStar nominations for consistently delivering outstanding performance, collaboration, leadership, and operational impact.

Credit Associate

Genpact Australia | (NAB Mortgage Operations)
Sydney, NSW, Australia
10.2022 - 07.2023
  • Supported mortgage credit assessments for NAB by analysing customer financials, income, credit history, property valuations, and supporting documentation in line with lending policies.
  • Assessed loan-to-value ratios (LVR), debt servicing capacity, credit risk, and financial information to support accurate and compliant lending decisions.
  • Identified potential risk indicators, policy exceptions, and documentation discrepancies while ensuring compliance with internal controls and regulatory requirements.
  • Collaborated with brokers and internal stakeholders to resolve application queries and support efficient turnaround of credit applications.
  • Maintained high standards of quality, accuracy, and customer service while working in a fast-paced, SLA-driven banking environment.

Senior Tax Consultant

Deloitte India (US Tax & Structured Finance)
Hyderabad, India
05.2017 - 10.2021
  • Delivered financial reporting and analytical support for structured finance portfolios within the US Tax practice, specializing in PFIC income calculations and securitisation transactions.
  • Performed cash flow analysis,reviewing notevals and waterfall reports, reconciliations, financial modelling, and reporting to support complex investment structures and regulatory reporting.
  • Collaborated with global counterparts to resolve reporting queries and consistently deliver high-quality client outcomes within strict deadlines.
  • Supported deal lifecycle activities including new issuances, refinancing, resets, and liquidations through detailed financial analysis and reconciliation.
  • Mentored new team members and received multiple performance awards in recognition of quality, client service, and consistent delivery.
  • Extensively worked on spreadsheets & sorting reports

Account Manager

Oyster Learning Pvt. Ltd
Noida, India
10.2015 - 04.2016
  • Managed B2B account delivery and retention by executing projects and meeting deliverable timelines.
  • Enhanced client onboarding and upselling by building relationships and educating on services.
  • Conducted account reviews to pinpoint improvement areas and ensure ongoing client success.

Executive Assistant – Claims

Max Life Insurance
Gurgaon, India
05.2013 - 11.2013
  • Investigated insurance claims by reviewing customer documentation, validating information, and supporting accurate claim assessment.
  • Identified potential fraud indicators and escalated high-risk cases through detailed document analysis and compliance with internal procedures.
  • Prepared operational reports, maintained service standards, and consistently met turnaround time and quality expectations within a high-volume claims environment.

Education

PGDM - Finance & Marketing

Jaipuria Institute of Management
Delhi, India
01-2013

BBA - Business Administration & Management

Institute of Management Studies
Delhi, India
01-2011

Skills

  • Business Operations
  • Banking & Payment Operations
  • Process Improvement
  • Operational Excellence
  • Risk & Compliance
  • Credit Risk Analysis
  • Financial Analysis & Reporting
  • Reconciliations
  • Payment Disputes (NPP, BPAY, Direct Entry & Direct Debit)
  • Stakeholder Management
  • Customer Remediation & Relationships
  • CRM & UAT Support
  • Team Mentoring & Training
  • Cross-functional Collaboration
  • Data Analysis (Advanced Excel)
  • Continuous Improvement
  • Problem Solving

Timeline

Dispute & Payment Analyst

UBank
08.2023 - 01.2026

Credit Associate

Genpact Australia | (NAB Mortgage Operations)
10.2022 - 07.2023

Senior Tax Consultant

Deloitte India (US Tax & Structured Finance)
05.2017 - 10.2021

Account Manager

Oyster Learning Pvt. Ltd
10.2015 - 04.2016

Executive Assistant – Claims

Max Life Insurance
05.2013 - 11.2013

BBA - Business Administration & Management

Institute of Management Studies

PGDM - Finance & Marketing

Jaipuria Institute of Management

Accomplishments

  • Consistently delivered >100% productivity with 100% quality , ranking among top performers in high-volume operations.
  • Recognized with Team Lead's Choice, Everyday Hero, and multiple UStar nominations for performance, collaboration, and impact with Ubank(NAB).
  • Fast-track promoted to Senior Consultant at Deloitte , with multiple awards including Spot Awards and Outstanding Professional Behavior Award , along with consistent client and leadership appreciation.
  • Led training, onboarding, and supervision of new hires , recognized as a top onboarding lead and driving team capability, engagement, and performance.
  • Designed and implemented an NPP dispute tracker, significantly improving SLA monitoring, forecasting accuracy, and operational reporting.
  • Championed process optimization initiatives, including account closure workflows and communication template enhancements, improving team productivity and operational consistency.
  • Enhanced risk and compliance frameworks by identifying control gaps, supporting fraud system testing, and driving initiatives that reduced operational risk and improved governance.

LANGUAGES

English: Full Professional
Hindi: Native or Bilingual

Similar Profiles

  • MONISHA SMONISHA S

    KYC Analyst & Fraud, payment and Dispute Analyst at TATA CONSULTANCY SERVICE LIMITEDKYC Analyst & Fraud, payment and Dispute Analyst at TATA CONSULTANCY SERVICE LIMITED

  • RASHID AL BADIRASHID AL BADI

    Payment Systems Specialist at Central Bank of OmanPayment Systems Specialist at Central Bank of Oman

  • HEATHER AITKENSHEATHER AITKENS

    <ul><li>Resolved complex post-cruise billing disputes involving missed services, onboard charges, and fare inconsistencies—often coordinating with payment processors and internal teams.</li><li>Handled credit card chargebacks by collecting transaction records, compiling evidence, and submitting documentation to support dispute reversals.</li><li>Tracked dispute outcomes, updated CRM systems, and ensured timely reimbursements, credits, and adjustments.</li><li>Served as SME for GEM (Guest Experience Management) system, training peers in escalation handling and dispute logging.</li><li>Maintained detailed notes and financial records for compliance, arbitration, and guest communication.</li><li>De-escalated high-level customer concerns through strategic communication and timely, fair resolutions.</li><li>Participated in process reviews to recommend improvements in the chargeback lifecycle and post-service handling.</li></ul> at Costa Cruise Lines<ul><li>Resolved complex post-cruise billing disputes involving missed services, onboard charges, and fare inconsistencies—often coordinating with payment processors and internal teams.</li><li>Handled credit card chargebacks by collecting transaction records, compiling evidence, and submitting documentation to support dispute reversals.</li><li>Tracked dispute outcomes, updated CRM systems, and ensured timely reimbursements, credits, and adjustments.</li><li>Served as SME for GEM (Guest Experience Management) system, training peers in escalation handling and dispute logging.</li><li>Maintained detailed notes and financial records for compliance, arbitration, and guest communication.</li><li>De-escalated high-level customer concerns through strategic communication and timely, fair resolutions.</li><li>Participated in process reviews to recommend improvements in the chargeback lifecycle and post-service handling.</li></ul> at Costa Cruise Lines

  • Fazilah Mat Hussin FMHFazilah Mat Hussin FMH

    Manager Fund Recovery - Fraud & Payment Dispute at Alliance Bank Malaysia BerhadManager Fund Recovery - Fraud & Payment Dispute at Alliance Bank Malaysia Berhad

CREATE PROFILE
Shivangi Verma