Operations Manager
Bank Of America - India
Total years of experience :11 years, 7 Months
Operations Manager 07/2017 to 06/2022
Bank of America - Hyderabad, India
Achieved 37% improvement in Client satisfaction scores in six months by analyzing client feedback to identify opportunities for improvement and implement targeted performance improvement strategies.
Motivated team to deliver 118% to goal for On-boarding New accounts and 135% to goal for loan applications by developing and launching incentive and recognition programs.
Managed FX & Derivatives team for creation, retrieval and updating of Client Static Data (FX & Derivative Counter-parties, Settlement and Documentation Details)
Identified and Managed Foreign Exchange Risk
Responsible for validating and updating client data to ensure data integrity and provide feedback to related departments.
Liaise daily with various business partners and external clients for different queries & clarifications to investigate any discrepancies
Expertise on Banking Application Systems (Sierra, Loan Runner, GBS, Jcash, Markitwire, Bloomberg, Reuters, DTCC, FXALL, Misys, Swift messaging)
Standard Operating Procedure review on a quarterly basis
Planned, scheduled and delegated assignments to meet coverage and service demands
Offered hands-on assistance to Clients, assessed needs and maintained current knowledge of preferences.
Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Team Leader 12/2010 to 06/2017
Bank of America - Hyderabad, India
Proposed, developed, and implemented process for tracking phone and email inquiries to enable targeted recommendations of products and services. Achieved 50% of improvement in business strategies for PB clients.
Developed loyal and highly satisfied client base through proactive management of team client service strategies.
Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
Conducted weekly staff meetings to motivate staff members, resolve concerns and questions, plan improvements, and evaluate progress to meet deadlines.
Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
Planned team-building exercises to increase employee performance and job satisfaction.
Earned Employee of the Year for top performance leading to subsequent promotion to Operations Manager.