RESHMA SHARMA

Reliable business professional, offering nearly 18 years of diversified global experience in formulating and implementing Operational Excellence & Risk Management Strategies, across a broad range of Banking & Finance, Accounting & Procurement, Telecom & Digital Marketing functions. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Detail-oriented team player with strong organizational skills with an ability to handle multiple projects simultaneously with a high degree of accuracy.

• MBA, Amity Business School, 2009
• M.Com, Rajasthan Univ., 2005
• Six Sigma Black Belt, ASQ, 2010
• ITIL Foundation , 2016

Operational Excellence & Risk Management Strategies, across a broad range of E-commerce, Banking & Finance, Accounting & Procurement, Telecom & Digital Marketing functions

• Visionary leader skilled in spearheading Operations Excellence and Risk Projects across diverse businesses within the Operations Portfolio. Passionate about fostering a culture of innovation and continuous improvement through impactful Continuous Improvement (CI) Projects. Proficient in leading large-scale business transformation and automation initiatives.
• Led and supported large teams encompassing 50+ Full-Time Equivalents (FTEs) for Quality Assurance (Leading maps client). Additionally, effectively mentored 7 Green Belt Improvements and facilitated the closure of a Severity 3 Issue on the Verifier onboarding framework across the Global Banking & Markets vertical, spanning 59 processes and impacting over 3000 employees.
• Presently a Transformation Manager at Tanfeeth an Emirates NBD, subsidiary driving flagship projects.
• Excels in facilitating complex transformation, developing quality strategies, and driving process improvement through six sigma projects and Kaizen implementation.
• People Leader, who holds the distinction of hiring and leading a team of Quality Transformation Program Managers, supporting registration and compliance functions.
• Played a pivotal role in implementing ISO 9001:2015 audit controls across 5 Business Units, resulting in zero Non-Conformities (NCs) during external Data Center level audits.

• Reading Books (Fiction / Non-Fiction)
• Travelling
• Baking

• Launch of new enforcement policy for KYC resulting into reduction in incorrect enforcement (False positives) by 26% 

• Kaizen on False Negative Rate for Know Your Customer Function: Reduced incorrect onboarding of sellers from 3.42% in Q4 ‘20 to 1.89% in Q1 ‘21. 

• Removal of Business License effectiveness check in CN SIV for IPV approval queues, reducing Time To Resolve by 5 days and AHT by 23% (capacity utilized for cross-functional utilization) 

• Reduction in Strategic Seller False Positives & incorrect strategic seller enforcements from 31 in Q1 to 1 in Q4 ’21. 

• Kaizen for improvement in Incorrect Action Rate in In-person Verification, resulting into 40% improvement 

• Reduction in Turn Around Time missed for APAC Billing, TAT missed instances reduced by 73%, TAT improved by 61% 

• Reduction of Recon Feed Issues, 28% reduction in Recon feed issues

• Reduction of Manual Keystroke at Franchise level project benefited the business with an FTE reduction of 14 in 2018 (saved approx. cost of $ .28 MM)

• 1 Green belt Project, 1 zero distance project and 20 automation projects completed resulting into collective savings of USD 4MM and release of ~5 FTEs