Divya Nandakumar
Doha
Summary
Senior Operations & Project Management Professional | Expertise in Banking Operations Results-driven professional with 15+ years of experience in banking operations, project management, and process optimization. Proven ability to streamline operations, enhance service delivery, and drive strategic initiatives while ensuring regulatory compliance. Expertise in managing cross-functional projects, vendor coordination, policy development, and governance support. Adept at leveraging analytical and critical thinking skills to improve efficiency, mitigate risks, and deliver high-impact solutions. Strong track record of stakeholder engagement and end-to-end project execution to achieve business objectives.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Officer- Service Delivery Management
Qatar Islamic Bank
05.2018 - Current
- Company Overview: Transformation & Project Management Professional | Banking Sector
- Experienced transformation officer with a strong background in service delivery, project management, and process optimization within the banking sector
- Skilled in driving operational efficiency, implementing automation/ application enhancement, and enhancing service quality
- Banking operations: cheque book issuance, handling complaints and enquiries, Credit bureau updates
- Project & Change Management: Led multiple internal projects, including the successful implementation of a CRM system and ongoing RPA initiatives to enhance process efficiency
- Process Optimization & Automation: Developed SOPs and SLAs, improving service workflows and ensuring regulatory compliance
- IT & Service Delivery Improvement: Orchestrated IT service initiatives, achieving a 15% increase in uptime and a 20% reduction in incident response time using ITIL best practices
- SWIFT Operations & Reconciliation: Managed incoming SWIFT messages, ensuring accurate segregation, reconciliation, and timely processing across remittance, trade finance, and treasury
- Vendor & Stakeholder Management: Liaised with the Security Printing Press (MoI) for printing, invoicing, and contract management, ensuring seamless execution of customized cheque issuance
- Business Analysis & Continuous Improvement: Developed business requirement documents (BRDs) to drive system and service enhancements
- Performance Management: Spearheaded the development of a balanced scorecard to track and optimize team performance
- Transformation & Project Management Professional | Banking Sector
Governance officer
Sidra Medicine
04.2017 - 12.2017
- An experienced Governance Officer with a strong background in policy development, risk management, and executive support within the corporate governance framework
- Expert in ensuring efficient governance processes, supporting decision-making at the senior executive level, and facilitating cross-functional collaboration to optimize organizational performance
- Provided high-level administrative support to the Executive Director of Corporate Governance/Board Secretary, ensuring effective administration of Board of Governors, Executive Committee, and Standing Committee meetings
- Assisted in developing and delivering training on the policy development lifecycle, managed the policy approval process, and maintained compliance with JCI and MoPH standards
- Developed and refined strategic risk register templates to enhance reporting clarity and accessibility
- Liaised with executive management and departmental heads to address queries, provide support, and ensure timely execution of policies and risk management initiatives
- Prepared and maintained agenda, minutes, and other governance documents
- Developed reporting templates and tracked proposals, reports, and correspondence for timely action and follow-up
- Managed ERP requisitions (Lawson's), coordinated meeting logistics, and handled executive travel schedules, ensuring seamless operations for senior management
- Conducted research and analysis of key corporate documents to support continuous improvement in governance practices
- Enhanced compliance frameworks by implementing risk assessment tools, which improved policy adherence by 25% and minimized risk exposure across corporate operations
Administration Officer
Paramount Auto Lda
09.2013 - 05.2015
- Efficient and results-driven Administration Officer, supporting operational and financial efficiency by maintaining detailed administrative processes across multiple departments
- Focused on improving accuracy, compliance, and communication within the organization
- Collaborated with the Director and General Manager to produce and review monthly management information reports, ensuring alignment with business goals
- Served as the main liaison between operations and finance teams, coordinating meetings and ensuring smooth communication between departments
- Managed the application and renewal of company permits and licenses, ensuring compliance with regulatory requirements
- Coordinated with suppliers to track new business orders, ensuring timely follow-ups and smooth order fulfillment
- Oversaw the importation process, ensuring compliance with all government regulations and import/export guidelines
- Maintained organized records of shipping documents, coordinating import and export shipments to ensure timely delivery
Centre Manager
CADD Centre Training & Services Pvt Ltd
07.2003 - 10.2010
- A results-driven Center Manager with expertise in business planning, team management, and strategic execution
- Skilled at leading operations and supporting business growth through effective management and implementation of strategic goals
- Developed and executed business plans and strategies to drive growth and align with organizational goals
- Managed a team of technical staff and marketing officers, ensuring efficient operations and goal achievement
- Oversaw day-to-day administrative functions, including reporting, forecasting, and vendor negotiations
- Advised prospective students on selecting appropriate courses, ensuring alignment with their academic and career goals
- Led the successful setup of new centers across two districts, ensuring seamless operations from the ground up
Education
Masters - International Business
PSG Institute of Management
01.2003
Bachelor - Commerce
University of Calicut
01.2000
Skills
- Business process improvement
- Project management
- Operations management
- Planning and budgeting
- Educational program development
- Customer Relationship management
Certification
- Digital transformation in Financial services, Copenhagen Business School via Coursera, 2021
- Scrum Master certification, 2020
- Business Transformation with Google Cloud, Coursera, 2020
Timeline
Senior Officer- Service Delivery Management
Qatar Islamic Bank
05.2018 - Current
Governance officer
Sidra Medicine
04.2017 - 12.2017
Administration Officer
Paramount Auto Lda
09.2013 - 05.2015
Centre Manager
CADD Centre Training & Services Pvt Ltd
07.2003 - 10.2010
Bachelor - Commerce
University of Calicut
Masters - International Business
PSG Institute of Management
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