1. JOYCE VARKEY
Mobile: +91 9966900331 / +91 9892500298
Email: joycevarkey1974@yahoo.co.in Linked Profile: http://in.linkedin.com/pub/joyce-varkey/a/409/104
Address: Flat No 1803, Sai Sapphire, Adi Shankaracharya Marg, Powai Vihar, Powai, Mumbai 400076
Looking for senior management level assignments with a frontline organization/ MNC in Risk & Compliance
Profile:
Manager with 20 decades’ experience demonstrated in Risk Management and Operations in Insurance, Telecom,
Aviation industry and NGO sector. Good communication, stakeholder management, team/process management,
customer service, telemarketing, corporate sales/marketing, escalation handling, independent correspondence,
training, auditing skills etc. Since October 2011, I volunteered with a NGO. It was a fruitful experience raising funds,
teaching children, coaching skills, corporate marketing etc.
Key Achievements:
 A competent professional with overall 20 years of qualitative experience in risk management, customer service and
managing CSR initiatives.
 Experienced in Risk Management and Operations Management and Customer Services. US, EU & UK Insurance
Regulatory Compliance, Information Security, Data Protection Act requirements assessment and implementation.
Also have experience in team management, ensuring project/ program is successful and keep employees
motivated.
 Resourceful, multilingual, result-orientated professional with strong communication and interpersonal skills and
proven ability to surpass targets within deadline, regardless of pressure.
 Capable of managing & leading teams for running successful process operations & experience of developing
procedures, service standards for business excellence under multiple delivery models.
 Possess in-depth understanding of risk under various verticals and Operations and proven experience of Insurance,
Telecom, Aviation industry and NGO sector. Knowledge of systems and distribution methods and the business
drivers and awareness of the US, EU & UK regulated marketplace.
Core competencies:
Process Management Operations Management Assurance/ Audits
Statutory Compliance Information Risk & Privacy Breach Reporting / Analysis/Resolution
Project Management Client Servicing Reports/ Documentations
Liaison/ Coordination Team Management People Management
Training & Development Staff Motivation CSR Functions / Project Funding
CAREER FEATURES
April 2014 to date with Cognizant Technology Solutions
Manager – Operational Risk & Compliance
Cognizant is a leading provider of information technology, consulting, and business process services, dedicated to
helping the world's leading companies build stronger businesses — helping them go from doing digital to being digital.
During this period, managed the Operation Risk & Compliance function for Insurance vertical.
Operational Risk and Compliance Team operates under the framework of ORC to support BPS Insurance Vertical to
meet various Client Business Specific requirements related to Compliance, Risk, Audit and Governance through a
robust and standardized Four Pillar Approach
Work Profile in Operational Risk & Compliance:
 Review Contracts and create Compliance Management Plan and checklists
 Track Regulatory requirements, Incident Management, Investigations & conduct Root Cause Analysis, Compliance
monitoring activities etc.
 Coordinate with Corporate Security functions for Information Security related matters and audits.
 Plan and execute Compliance week and periodic training, Induction training.
 Worked in Data Security Project, to design Gamification to raise Data Security awareness.
 Create Incident Management process and publish Monthly dashboard and present to client partner in Governance
meetings
 Co-ordinate with Internal & Client Stakeholders and manage expectations.
 Conduct Risk Assessment and periodic Self Certification and publish reports. Prepare Audit Calendar.
 Conduct Internal Audit and Facilitate client and external audits.
 Plan, design and deploy the Transactional Risk Assessment process.

2.  Present Operational Risk and Compliance Framework to potential clients for Business Development
Distinction of being recognized:
 Recognized by Management for supporting Operations to deliver Zero Surprise and mitigate Risks
 Received appreciation from Management for proficiency of work and successful execution of projects
 Received positive client feedback in Governance meetings
Additional Responsibilities:
 Active member of Cognizant Outreach Initiative
 SPOC for People Engagement and other initiatives
August 2003 to September 2011 with Prudential Process Management Services Private Limited
Manager – Information Risk & Privacy
PPMS is part of the Prudential plc group, a retail financial services conglomerate in the Insurance & Asset Management
space operating across UK, US (Jackson National Life Insurance Co. Ltd) and thirteen countries across Asia. During this
period, under various verticals and Operations I have gained reasonable understanding of Insurance products, systems
and distribution methods and the business drivers and awareness of the UK regulated marketplace
Work Profile in Risk Management:
 In Compliance Guidance team interpreted rules and Regulation, Breach resolution, supported Compliance
monitoring activities etc.
 In Information Risk and Privacy Assurance Lead and supported lead reviewers in the Annual Assurance plans.
 Managed Notification to Information Commissioners Office.
 Reviewed and signed off the Data Protection and Information Security E-Learning annually.
 Planning Security Week and lead the initiative. Support Third Parties. Breach investigation, resolution, Breach
Analysis, Induction training.
 Worked in Data Security Project, designed the IR&P MI and also presented same to Data Security Committee. Was
also involved in designing the Data Transfer MI.
Work Profile in Operations:
 Breach Co-coordinator for PPMS assisting & co-coordinating all meetings and ensuring that Breaches were
accurately logged and resolved. Have been actively co-coordinating with the CRU Team on PPMS Complaints.
 Resource Planning for Seaview Tier 3 Ramp Down Plan
 Ensuring agreed SLAs are met. Quality Audits and immediate feedback given to team members ensuring that team
had zero defects within 10 weeks of go live.
 Drastic reduction in handoffs and team trained to resolve more complex cases.
 Implemented Commutation Process Change that helped to increase Productivity.
 Co-ordinate with UK Stakeholders and managing a team.
Distinction of being recognized:
 Awarded Star of Quarter in 2005 and 2007 and have received appreciation from Stakeholders for proficiency of work
and successful execution of projects.
 Recognized & rewarded for one of the best 10 Process Improvement Ideas.
 Recognized for participation in the Annual Day Celebrations, Community Pru etc.
Additional Responsibilities:
 Active member of PPMS Community Initiative since inception
 SPOC for PPMS Connect and other PPMS initiatives
 Hosting Town-halls and other Community days
December 2000 to August 2003 with Hutchison Max Telecom Private Limited
Senior Customer Service Executive - Complaints
 Administered various customer service functions for Orange Special Services (Level -2).
 Demonstrated capabilities in attending and resolving customer complaints received on Trouble tickets, via emails,
faxes, letters and calls within the expected Quality Standards.

3.  Entrusted with the responsibilities of attending and following-up on cases directed to the Corporate Office (MD,
CEO, and VP-CS).
 Distinction of being recognized:
o With the Quality Award in TOCA for May to August 2001.
o Awarded for highest Customer Retention n the department for many months and been awarded the ABCD
award for maximum Retention’s for the period January to April 2002.
PREVIOUS ASSIGNMENTS
Apr’98 to Jul’00 Jetair Limited as Reservation and Ticketing Agent in Vadodara
Mar’96 to Aug’97 Jet Airways Private Limited as Customer Service Agent
1995 to 1996 Jaguar & Company Limited as Receptionist cum Accountant
PROFESSIONAL ENHANCEMENT INITIATIVES
 Trained for customer Relationship Management (CRM) & Associate Training Programme
 Basic Traffic Procedures course from Jet Airways, Management on Marketing Procedures and customer service
from Ma Foi Institute.
 IATA equivalent Passenger tariff level 1 with 86.6% from Gulf Air. Reservation and ticketing on Saber, Galileo and
Amadeus systems.
 Certificate course in Introduction to computers and Basic programming from Capitanio Vocational Training Institute.
Academic Overview
 Bachelor of Commerce from Mumbai University in the Year 1995
 Certificate in Financial Planning 1 (UK Financial Market Course) in the Year 2005
 Siemens Insight - ISEB Certificate in Information Security Management Principles in the Year 2007
 Green Belt Certified – in the year 2015
Personal Dossier Date of Birth: 7th January 1974
Languages: English, Hindi, Marathi, Gujarati, Malayalam
References Available on request