Sanjana V profile photo 1 on Tal

Sanjana V

Operations Lead | Program Manager | Strategic Partnerships | Banking & Payments Operations | Process Transformation | Stakeholder Management | Governance | Risk Management | Operational Excellence | Business Growth

Bengaluru

7+ years of work experience

ANZ
Nov 20256 mosApr 2026

Bengaluru

• Led a high-performing operations team responsible for delivering accurate customer outcomes while maintaining strong quality and compliance standards. • Investigated complex customer cases and operational defects, reducing customer escalations by 92% through timely resolution and root cause identification. • Performed regular quality reviews and audits to ensure adherence to operational procedures, reducing processing errors by 82%. • Monitored operational performance, identified process risks, and implemented continuous improvement initiatives that strengthened operational controls. • Collaborated with cross-functional stakeholders to resolve customer issues while maintaining regulatory and internal policy compliance. • Supported operational excellence through performance analytics, coaching, and structured problem-solving methodologies.
ANZ
Jun 20241 yr 6 mosNov 2025

Bengaluru

• Maintained 100% SLA compliance while processing high-value customer settlement requests with a strong focus on accuracy and quality. • Standardised operational processes that reduced customer complaints from 65 to 5 within one month through improved verification procedures and continuous improvement methodologies. • Contributed to operational risk reduction by following established financial controls and maintaining accurate documentation throughout the customer settlement lifecycle. • Conducted customer due diligence by reviewing customer documentation and ensuring KYC information was accurate and complete before processing settlements. • Performed detailed verification and risk assessment before approving customer settlement transactions. • Reviewed customer accounts and transaction details to identify discrepancies and ensure settlement requests met internal banking policies and control requirements. • Investigated exceptions and worked with internal stakeholders to resolve complex customer cases while maintaining compliance with operational procedures. • Ensured excess customer funds were transferred accurately following verification and approval processes, protecting both customer interests and operational integrity.
ANZ
Mar 20204 yrs 4 mosJun 2024

Bangalore Urban

•        Mitigated $2M+ risk by identifying process errors and delivering training programs and SOPs, accelerating global operational support and new hire ramp-up through STEM-based analytical approaches. •        Maintained 100% SLA compliance and improved team rigor scores by 90% during leadership gaps by directing real-time operations and stakeholder alignment, ensuring uninterrupted workflows. •        Addressed night-shift operations challenges by distributing workload and resolving escalations, ensuring SLA adherence and achieving operational targets.
ANZ
Mar 20191 yMar 2020

Bangalore

State Street Global Advisors
Jun 20168 mosJan 2017

Bengaluru

● Conducted daily fixed income fund performance analytics for SSGA portfolios and ensured accuracy in performance measurement and reporting. ● Designed client specific risk analytics reports using BARCLAYS Point and increased customer satisfaction by 90%.

Sanjana’s AI Stack

claude code
claude code
gemini
gemini
ChatGPT
ChatGPT
Microsoft Copilot
Microsoft Copilot

Education

Indian Institute of Technology, Mandi

PG Certification in Applied AI and ML

Indian Institute of Technology, Mandi

20212021
Christ University, Bangalore

Master of Business Administration - MBA, Finance and Financial Management Services

Christ University, Bangalore

20142 yrs2016

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Headline

Operations Lead | Program Manager | Strategic Partnerships | Banking & Payments Operations | Process Transformation | Stakeholder Management | Governance | Risk Management | Operational Excellence | Business Growth

About

I believe exceptional partnerships are built on operational excellence, trust, and the ability to solve complex business problems at scale. Over the past 8 years, I've led banking operations, governance, stakeholder management, and business transformation initiatives across large-scale financial services environments. My experience includes: • Leading cross-functional operational programs • Driving process transformation and automation • Managing governance, compliance, and operational risk • Improving customer experience through data-driven decisions • Partnering with business stakeholders to deliver measurable outcomes • Building scalable operating models and performance frameworks I'm particularly interested in strategic partnerships, payments, fintech ecosystems, and program management where business strategy, technology, and customer experience intersect. Currently expanding my expertise in: • Merchant Acquiring • UPI & Digital Payments • Payment Ecosystems • Google Pay • Strategic Partnerships • Business Development • Product & Program Management Core Skills • Strategic Partnerships • Program Management • Stakeholder Management • Business Operations • Process Excellence • Operational Risk • Governance • Data-driven Decision Making • Cross-functional Leadership • Business Transformation Open to opportunities where I can build partnerships, solve complex operational challenges, and create meaningful business impact.

Location

Bengaluru

AI stack

claude code

gemini

ChatGPT

Microsoft Copilot

Work experience

Production Lead at ANZ, Nov 2025 - Apr 2026 · 6 mos, Bengaluru, • Led a high-performing operations team responsible for delivering accurate customer outcomes while maintaining strong quality and compliance standards. • Investigated complex customer cases and operational defects, reducing customer escalations by 92% through timely resolution and root cause identification. • Performed regular quality reviews and audits to ensure adherence to operational procedures, reducing processing errors by 82%. • Monitored operational performance, identified process risks, and implemented continuous improvement initiatives that strengthened operational controls. • Collaborated with cross-functional stakeholders to resolve customer issues while maintaining regulatory and internal policy compliance. • Supported operational excellence through performance analytics, coaching, and structured problem-solving methodologies.

Customer Settlements Officer at ANZ, Jun 2024 - Nov 2025 · 1 yr 6 mos, Bengaluru, • Maintained 100% SLA compliance while processing high-value customer settlement requests with a strong focus on accuracy and quality. • Standardised operational processes that reduced customer complaints from 65 to 5 within one month through improved verification procedures and continuous improvement methodologies. • Contributed to operational risk reduction by following established financial controls and maintaining accurate documentation throughout the customer settlement lifecycle. • Conducted customer due diligence by reviewing customer documentation and ensuring KYC information was accurate and complete before processing settlements. • Performed detailed verification and risk assessment before approving customer settlement transactions. • Reviewed customer accounts and transaction details to identify discrepancies and ensure settlement requests met internal banking policies and control requirements. • Investigated exceptions and worked with internal stakeholders to resolve complex customer cases while maintaining compliance with operational procedures. • Ensured excess customer funds were transferred accurately following verification and approval processes, protecting both customer interests and operational integrity.

Senior Operations Analyst at ANZ, Mar 2020 - Jun 2024 · 4 yrs 4 mos, Bangalore Urban, • Mitigated $2M+ risk by identifying process errors and delivering training programs and SOPs, accelerating global operational support and new hire ramp-up through STEM-based analytical approaches. • Maintained 100% SLA compliance and improved team rigor scores by 90% during leadership gaps by directing real-time operations and stakeholder alignment, ensuring uninterrupted workflows. • Addressed night-shift operations challenges by distributing workload and resolving escalations, ensuring SLA adherence and achieving operational targets.

Operations Analyst at ANZ, Mar 2019 - Mar 2020 · 1 y, Bangalore

Associate - Performance Team at State Street Global Advisors, Jun 2016 - Jan 2017 · 8 mos, Bengaluru, ● Conducted daily fixed income fund performance analytics for SSGA portfolios and ensured accuracy in performance measurement and reporting. ● Designed client specific risk analytics reports using BARCLAYS Point and increased customer satisfaction by 90%.

Education

PG Certification in Applied AI and ML, Indian Institute of Technology, Mandi

Master of Business Administration - MBA, Finance and Financial Management Services, Christ University, Bangalore

Public links

linkedin.com: https://www.linkedin.com/in/sanjanavaraprasad