Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Languages
Timeline
Generic

Hetal Panchal

Stallings,NC

Summary

Over 10+ year of experience in Banking industry at various financial companies to include (Commercial Banking, Consumer Banking, Credit Cards, Process Governors, Surveillance, Fraud Operations, Credit Application Processing, Fraud Investigations, Financial Crime, AML) Excellent analytical, creative problem solving, working with complex data, high attention to detail and accuracy Forward-thinking Process Engineer with more than 5 years of experience in process design and establishing manufacturing routines. Known for great time management, effective multitasking and detail-oriented planning.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Lead Process Engineer

WELLS FARGO / TURNBERRY CONSULTANT
01.2022
  • Commercial Banking RCSA Program Charlotte 10/, Led Risk Assessment unit (RAUs) that assists with process model documentation of Commercial Banking Operations front line business processes and their associated risks and control
  • Partner with aligned Business Control Managers and Operational Risk partners on Risk and Control Self-Assessment (RCSA) readiness activities
  • Implemented process modeling (L3 process,) and service modeling (L4 Process) in support of RC
  • Applied Six Sigma process techniques and standard notations like Business Process Management Notation SIPOC model (BPMN) by using software such as iGrafx

Process Design Consultant

BANK OF AMERICA
02.2022 - 10.2022
  • Process Ownership – End to end management of requirement, from the initial requirement gathering all the way to system implementation
  • Experienced with PEGA Client life cycle management/ other AML KYC systems involving client onboarding / KYC refresh processes
  • Performed UAT for change request to make sure the requirement is correctly implemented
  • Engaged with stakeholder at all levels in the organization and understand/ manage expectation
  • Document Business requirements (BRDs) and transition to technology team
  • Managed JIRA epics and stories with participation of grooming & grooming sessions
  • Supported technology partners throughout requirement development
  • Presented showcase sessions to business partners for tech release updates
  • Helped triage production issues and handle escalations post production
  • Lead group initiatives that encompass research and future state requiring application of specialized knowledge or skills critical to the redesign efforts
  • Collaboration with multiple stakeholders to create high level and decomposed states of the processes, process attributes, linking objects
  • Use process engineering hat to suggest process changes, improvements and measures to mitigate risk and control gaps
  • Maintained JIRA Kanban board
  • Remediate defects, created subtask for user stories
  • Facilitated cross functional leadership teams in process architecture definition and modeling in alignment with defined Wells Fargo BPM standards
  • Ensure development of metrics that provide data for future improvement opportunities
  • Responsible for enabling a company-wide Risk Control Self-Assessment (RSCA) initiative aimed at analyzing operational risk using Agile methodology
  • SYNCHRONY

Sr. Specialist

09.2019 - 02.2022
  • Consumer banking point of contact for process standardization/ internal control to provide updates and review process flows, employee voice and vision site SPOC for consumer banking
  • Monthly report out to senior leaders for consumer banking contact center, fraud operations, functions, & suggested fraud reduction and prevention activities based on KPI matrix, identify trends & analyze data using tableau and SAS dashboard, provide recommendations based on findings
  • Responsible to developing the business requirement for consumer banking call center and back office
  • Support future functionality, platform integration, prioritization of projects and developing cost / benefit analysis
  • Initiated, plan, design, and execute small, medium and large-sized projects and processes that directly support a growing contact center for better customer experience, relationship banking and empower agents
  • Identified W2W process improvement by eliminating workflows, mitigating risk, reduced SLAs from 2-3 days to real time, escalations improved FCR, reduces follow up calls to 80%
  • Re-design 66 process for consumer bank which includes RPA, W2W, system enhancement, website enhancement, customer corporate complaints
  • Reengineered Trust account opening process and executed to compliant with FDIC rule
  • Reconciled Trust welcome kit verbiage aligned to new account opening process reducing escalation by 75%
  • Remodeled Trust application by adding funding page for better customer experience resulting to reduce customer's inquiries by 60%
  • Partnered with technology team for customer log-in process enhancement for " account access failure due to multiple attempts", decreasing manager escalations to 90%

Sr. Specialist, Process

Surveillance
01.2019 - 09.2019
  • Surveillance campaigns relating to in-store and online applications and transactions; identify key risk factor during the process and reduced the defect rate
  • Strong understanding of policies, procedures, regulatory requirements and programs to ensure appropriate and effective risk mitigation
  • Interpret large data and accurately identify errors and make recommendations on appropriate changes to prevent future fraud
  • Consolidate results and report findings to senior leaders
  • Perform required assessments to ensure specified client POS processes meet business requirements
  • Improve job aids for sales processes surveillance based on outcome of complaint trends
  • Implement surveillance matrix data base, surveillance quarterly report dashboard using advance excel and PowerPoint
  • Provide recommendations for increasing effectiveness and efficiency of surveillance routines
  • Work closely with risk analytics managers and provide support to external and internal credit risk audits and update the reports

Sr. Specialist

Fraud Investigations
06.2017 - 01.2019
  • Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
  • Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues
  • Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals
  • Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration

Fraud Representative

Standard Chartered Bank
09.2016 - 06.2017
  • Analyzed large amounts of data to find patterns of fraud and anomalies
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Performed risk assessments to determine level of fraud risk and prioritize investigations
  • Developed and implemented procedures to detect and prevent fraud

Manager

Vista Placement
01.2002 - 01.2004
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
  • Cross-trained existing employees to maximize team agility and performance
  • Onboarded new employees with training and new hire documentation
  • Developed and implemented business strategies to achieve business goals and stay competitive

Sr. Recruiter

02.2001 - 09.2002
  • Developed recruiting strategies to identify qualified candidates and build network
  • Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible
  • Built strong relationships with internal and external candidates to ensure an excellent hiring experience

Management Consultant

Rainbow
02.2000 - 01.2001
  • Helped develop proactive and successful business policies to meet changing demands
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues
  • Broadened improvement initiatives, troubleshooting problems for corrective action
  • Gathered, documented, and modeled data to assess business trends
  • Produced detailed and relevant reports for use in making business decisions

Education

Associates - Applied Arts

CPCC
Charlotte, NC

B.S.B.A - Data Analytics

UNC
2024

Skills

  • Technical Skills
  • SAS Programming
  • SAFe Scrum Master
  • Microsoft suites Proficiency
  • Python
  • Process Improvement
  • SharePoint
  • Tableau
  • Data Management & Analysis
  • Visio/iGRAFX
  • Structured Query Language (SQL)
  • Agile Methodology
  • Access
  • R
  • Project Management
  • Nintex
  • Effective Multitasking
  • Customer Satisfaction
  • Safety Rules

Certification

Database Fundamentals, Central Piedmont Community College, Structured Query Language (SQL) Central Piedmont Community College HR Certification Middlesex County College, New Jersey, US Programming in C, C++, NIIT, India “Selling” Ahmedabad Management Association, India, Synchrony Diversity APEN+ Network Charlotte Co-lead

Affiliations

  • Toastmasters
  • APEN+ Network Charlotte Co-lead

Languages

Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Marathi
Native or Bilingual
English
Native or Bilingual

Timeline

Process Design Consultant

BANK OF AMERICA
02.2022 - 10.2022

Lead Process Engineer

WELLS FARGO / TURNBERRY CONSULTANT
01.2022

Sr. Specialist

09.2019 - 02.2022

Sr. Specialist, Process

Surveillance
01.2019 - 09.2019

Sr. Specialist

Fraud Investigations
06.2017 - 01.2019

Fraud Representative

Standard Chartered Bank
09.2016 - 06.2017

Manager

Vista Placement
01.2002 - 01.2004

Sr. Recruiter

02.2001 - 09.2002

Management Consultant

Rainbow
02.2000 - 01.2001

Associates - Applied Arts

CPCC

B.S.B.A - Data Analytics

UNC

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Hetal Panchal