DIVYA KESAVAN

Project 1 Escalation Compliance Manager (2011 – 2018)

Telecom Domain Telstra (Chennai,India)

• Started as an Order Build Agent and progressed to the Escalation Compliance Manager role based on performance and capability.
• Managed and resolved client escalations by analyzing root causes, validating issues with client stakeholders, and delivering effective resolutions.
• Coordinated with cross-functional teams to ensure timely closure of escalations within defined SLAs.
• Led focused team efforts by aligning resources and setting clear timelines to achieve escalation resolution goals.
• Maintained compliance standards while ensuring client satisfaction and issue accuracy.
• Recognized by management for outstanding performance; awarded “Star of the Month” and received certificates of appreciation.

Project 2 Security Application Analyst (2018-2021)

United Services Automobile Association -BFSI Sector (Chennai,India)

• Monitored ETL jobs in DataStage to ensure secure and smooth data processing as per defined schedules.
• Performed regular checks to confirm end-to-end data flow integrity and successful job completion.
• Identified and analyzed ETL job failures and error logs to determine root causes.
• Investigated file details and data issues (format, naming, size, permissions) impacting ETL execution.
• Rectified issues by coordinating corrections and re-running jobs to restore normal processing.
• Ensured processes complied with security, data handling, and operational control standards.
• Maintained stability of data pipelines by proactively monitoring and resolving incidents within SLAs.

Project 3 Quality Analyst (2021- 2024)

United Services Automobile Association - BFSI sector (GDL,Mexico)

• Performed quality analysis and validation of associate activities to ensure adherence to defined processes.
• Reviewed work executed in Password Safe to confirm correct and authorized usage as per security guidelines.
• Validated transactions against Knowledge Base (KB) articles, SOPs, and policy requirements.
• Identified process deviations, errors, and non-compliance issues; documented findings accurately.
• Provided detailed quality feedback and corrective recommendations to improve process adherence.
• Ensured compliance with security, access control, and audit standards.
• Supported audit readiness by maintaining quality records and validation evidence.

Project 4 Governance Validator and Scrum Master (2024 - Present)

United Services Automobile Association -BFSI Sector (GDL,Mexico)

• Performed governance validation to ensure operational activities complied with defined policies, controls, and regulatory standards.
• Validated processes against SOPs, KB articles, and governance frameworks, identifying gaps and non-compliance risks.
• Maintained accurate audit evidence, validation records, and compliance documentation.
• Facilitated Agile Scrum ceremonies including daily stand-ups, sprint planning, reviews, and retrospectives.
• Acted as a Scrum Master, enabling teams to follow Agile principles while maintaining governance and quality standards.
• Removed blockers and coordinated with stakeholders to ensure on-time sprint delivery.
• Tracked sprint progress, risks, and dependencies, ensuring transparency through reporting and dashboards.
• Promoted continuous improvement by aligning governance requirements with Agile delivery.
• Streamlined project management with effective communication and collaboration across cross-functional teams.