Chhavi Aggrawal
Calgary,AB
Summary
Accomplished Risk and Compliance Manager at Westpac New Zealand, I leveraged AML compliance knowledge and training development skills to enhance operational efficiency and reduce risk exposure. By streamlining compliance processes and fostering cross-functional collaboration, I achieved significant improvements in audit outcomes and compliance adherence, contributing to the organization's strategic goals. Detail-oriented Compliance Manager offering 4 years of expertise in risk management, policy development and strategic planning. Advanced knowledge of regulatory compliance with proven track record of partnering with executives and business leaders to identify vulnerabilities and create corrective actions. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation.
Overview
18
18
years of professional experience
Work History
Risk and Compliance Manager
Westpac New Zealand
10.2023 - 04.2024
- Managed compliance efforts, reporting and audits.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Reduced risk exposure for the company by identifying and addressing areas of noncompliance.
- Prepared records and data for regular audits ( internal, external & Reserve bank).
- Streamlined compliance processes by implementing efficient monitoring systems and tools.
- Developed and delivered training programs to inform new and current employees about compliance issues.
- Collaborated with cross-functional teams to establish clear compliance guidelines and expectations for all departments.
- Supported the implementation of new regulations within the organization by developing strategic plans and action items for each department.
- Enhanced overall business operations by continuously improving policies, procedures, and controls related to compliance requirements.
KYC Manager
Westpac New Zealand
01.2021 - 10.2023
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance in risk base fields AML, Sanctions, High Risk Customer base , Risk escalations,Onboarding to identify areas of improvement and make necessary adjustments.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Launched new products and services with thorough market research, leading to increased revenue growth.
Bank Manager
Westpac New Zealand
01.2016 - 01.2021
- Increased customer satisfaction by implementing efficient banking processes and providing exceptional service.
- Coached and mentored staff to improve job performance, resulting in higher productivity and employee retention.
- Assessed employee performance and developed improvement plans.
- Built strong relationships with local businesses, fostering partnerships that benefited both parties.
- Managed banking operations for smooth daily transactions, ensuring accuracy and compliance with regulations.
- Led efforts for branch growth, successfully achieving targeted loan portfolio expansion while maintaining credit quality.
- Developed a loyal customer base through personalized service and tailored financial solutions.
- Delivered consistent revenue growth through effective sales strategies, promoting banking products and services tailored to client needs.
- Improved operational efficiency by streamlining processes and implementing new technologies.
- Conducted regular audits to ensure adherence to regulatory requirements, maintaining a strong control environment.
- Championed community involvement initiatives to strengthen the bank''s reputation as a responsible corporate citizen.
Personal Banking Manager
Westpac New Zealand
09.2014 - 01.2016
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Improved overall branch efficiency by identifying areas for process improvement and implementing appropriate solutions.
- Implemented targeted marketing strategies to acquire new customers and expand the branch''s reach.
- Streamlined loan application processes for faster approval rates and increased client retention.
- Mentored junior staff, fostering an atmosphere of continuous learning and professional development.
- Designed effective cross-selling strategies that capitalized on existing customer relationships.
- Cultivated a loyal client base through consistent follow-ups, leading to increased referrals and repeat business.
- Maximized revenue generation by consistently achieving sales targets across multiple product lines.
- Developed personalized financial plans, leading to improved long-term stability for clients.
- Established strong relationships with local businesses to promote bank services within the community successfully.
- Analyzed market trends to identify new business opportunities and stay ahead of competitors.
Customer Banking Consultant
Westpac New Zealand
03.2011 - 09.2014
- Boosted branch sales performance by identifying cross-selling opportunities and providing tailored product recommendations to customers.
- Conducted thorough financial assessments to provide customized banking solutions that catered to individual customer needs.
- Maintained up-to-date knowledge of industry trends, ensuring accurate information was provided during client consultations.
- Educated customers on available products and services, enabling informed decision-making and heightened satisfaction levels.
- Facilitated successful loan applications by guiding clients through requirements and documentation processes, expediting approvals and ensuring customer satisfaction.
Customer Support Specialist
Westpac New Zealand
07.2010 - 03.2011
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained and managed customer files and databases.
Customer Service Representative
Westpac New Zealand
03.2008 - 07.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Westpac New Zealand
02.2007 - 03.2008
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
Teller
Westpac New Zealand
02.2006 - 02.2007
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
Education
Advanced Diploma - Business Administration & Computing
Manukau Institute of Technology
Auckland , NZ06.2006
Honors - Psychology & Philosophy
DRC, Delhi University
Delhi, India 03.2005
Skills
- Compliance Monitoring
- Training development
- Internal Audits
- Training and education
- Project monitoring & Planning
- Internal Controls
- Audit Coordination
- Risk appetite definition
- Operational risk management
- AML compliance knowledge
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Professional Working
Affiliations
- ACAMS
Timeline
Risk and Compliance Manager
Westpac New Zealand
10.2023 - 04.2024
KYC Manager
Westpac New Zealand
01.2021 - 10.2023
Bank Manager
Westpac New Zealand
01.2016 - 01.2021
Personal Banking Manager
Westpac New Zealand
09.2014 - 01.2016
Customer Banking Consultant
Westpac New Zealand
03.2011 - 09.2014
Customer Support Specialist
Westpac New Zealand
07.2010 - 03.2011
Customer Service Representative
Westpac New Zealand
03.2008 - 07.2010
Customer Service Representative
Westpac New Zealand
02.2007 - 03.2008
Teller
Westpac New Zealand
02.2006 - 02.2007
Advanced Diploma - Business Administration & Computing
Manukau Institute of Technology
Honors - Psychology & Philosophy
DRC, Delhi University
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