Shubhra Mukherjee
Melbourne,VIC
Summary
Experienced Servant Leader with a proven track record of devising and implementing strategic teamwork solutions that foster communication and collaboration. Accomplished at introducing and facilitating the adaption of Scrum principles, removing impediments, and fostering self-organising. Experienced Finance and Risk professional with over 6.5 years of experience in the financial services industry. Manager within Financial Services and a track record of delivering compliance requirements and operational efficiencies. Qualified in delivering training, coaching, and continued professional development and venturing in the technology domain.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Experience , Advice Remediation Manager
Commonwealth Bank, Augut
01.2018 - 12.2021
- Exceptional skills in gathering, analysing, and translating business requirements into functional specs that were used to design and implement business solutions
- Proficient in facilitating Scrum ceremonies (Daily Scrum, Sprint Planning, Sprint Review and Sprint Retrospective) and leading agile projects
- Delivered team training materials and workshop, building knowledge and skills to facilitate the agile transformation
- Coached teams on Agile values and principles to promote continuous improvement
- Operating in a Line 1 Compliance function fulfilling monitoring and supervision obligations including reviews and designing standards and support systems underpinning regulatory reform
- Acting as the 1st line of defense accountable for risk identification, operational risk self-assessments, internal risk audits, controls assurance testing and business continuity planning
- Involvement in a high-profile financial planning remediation project reviewing financial advice and driving project scope demonstrating accountability and resilience under crisis conditions
- Managed the advice assessment team of Case Assessment Officers and oversaw escalations
- Ensured quality control of the assessments and identified opportunities for improvement by managing the performance of the team
- Also reviewed and approved reports of advice assessment outcomes
- Established continuous sustainable improvement and best practices, keeping in mind customer advocacy, and operational risks while promoting compliance with standard operating procedures and policies
- Built productivity competence through training and coaching team members in applying Advice Review Assessment tools, methodology, guidelines, and processes
- Introduced fee claw back policy review by offering impact analysis and practical solutions
- Promoted plan to shift remediation team's focus from advisor's needs instead to the client’s financial needs by creating SOP guidelines for fee remediation and inappropriate advice remediation
- Developed a monthly report on the team performance and presented the findings and conclusions to the senior management for setting up KPI’s
- Business Analysis, Team Facilitation, Scrum Methodologies
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Advice Remediation Analyst
Commonwealth Bank
05.2015 - 08.2018
- End to end accountability for customer remediation process and assessing appropriateness of financial advice provided to customers
- Engaging with multi-cultural customers as required, prior, during and post-outcome to attain any necessary information for review and subsequently ensure case closure
- Liaising with multiple stakeholders within business in relation to Customer outcomes
- Built from scratch and continually refined methodology document capturing learnings from handling multiple customer remediation cases, which was then used as standard document to assess complex financial advice cases
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Talent Acquisition Specialist
Merlin Entertainments
05.2014 - 04.2015
- Developing and implementing recruitment strategies and processes to attract and hire best talent for the organization
- Collaborating with hiring managers and department heads to determine staffing needs and job requirements, and to develop job descriptions and specifications
- Sourcing and screening candidates through various channels, such as job boards, social media, employee referrals, and other recruiting methods
- Conducting interviews and assessments to evaluate candidates' qualifications, skills, and cultural fit with the organization
- Ensuring compliance with all legal and regulatory requirements related to recruitment, including equal employment opportunity and affirmative action policies
- Developing and maintaining employer branding and employee value proposition to attract and retain top talent
Guest Relations Opperations Analyst
Merlin Entertainments
08.2013 - 04.2014
- Experience managing and implementing visitor experience strategies
- Focus on capturing customers for promotions and up-selling
- Hands on manager with strong team building capabilities
- Outstanding budget management and cost control skills
- Product development experience
- High level computer skills and ability to learn and manipulate new software easily
- Inventory Control and vendor sourcing and negotiating
- Worked effectively in fast-paced environments.
Education
Diploma in Financial Planning (RG146) - Financial Planning And Services
Kaplan Professional
Sydney, NSW07.2015
Masters of Business Administration - Finance
University of Technology Sydney, University of Technology
Sydney, NSW2015
Bachelors of Commerce - Finance and Marketing
Delhi University
Delhi2012
Skills
- Team Management
- Financial advice analysis
- Promote compliance
- Change management
- Regulatory reviews
- Effective executive communication
- Quality control
- Building productivity competence
- Engagement economics
- Agile ways of working
Certification
- CSM Scrum Alliance
- Google Project Management : Professional Certificate (Ongoing)
- Google UX Design Professional Certificate (Ongoing)
Languages
English
Full Professional
Bengali
Full Professional
Hindi
Full Professional
Timeline
Experience , Advice Remediation Manager
Commonwealth Bank, Augut
01.2018 - 12.2021
Advice Remediation Analyst
Commonwealth Bank
05.2015 - 08.2018
Talent Acquisition Specialist
Merlin Entertainments
05.2014 - 04.2015
Guest Relations Opperations Analyst
Merlin Entertainments
08.2013 - 04.2014
Diploma in Financial Planning (RG146) - Financial Planning And Services
Kaplan Professional
Masters of Business Administration - Finance
University of Technology Sydney, University of Technology
Bachelors of Commerce - Finance and Marketing
Delhi University
Similar Profiles
Jamal CharmandJamal Charmand
Data Entry at Commonwealth Bank, St George, ANZ BankData Entry at Commonwealth Bank, St George, ANZ Bank
Achyutha JagadeeshAchyutha Jagadeesh
Data Science Job Simulation at Commonwealth BankData Science Job Simulation at Commonwealth Bank
Tia-Maria S. AlburyTia-Maria S. Albury
Assistant Branch Manager at Commonwealth BankAssistant Branch Manager at Commonwealth Bank
Heather ArthurHeather Arthur
Food Service Worker at Hungry Jack'sFood Service Worker at Hungry Jack's
Cavsar KuerbanCavsar Kuerban
ECommerce at DropK CardsECommerce at DropK Cards