Governance Officer - Business Banking
Barclays
Total years of experience :18 years, 1 Months
• To monitor Governance related processes and controls for Business Banking and ensure their continued application and effectiveness within the business.
• To provide resolutions of the disconnects in practicing KAMLS (Know Your Customer and Anti Money Laundering) and other controls and compliance related activities
• RCA (Risk Control Assessment) - Work closely with business to provide support and testing on RCA
• Establish, maintain and enhance a network of relationships with internal and external contacts in order to foster positive working relationships, increase sales opportunities and provide high level, seamless customer service
• Prepared and Managed MIS: ADHOC MIS (Weekly / Monthly / Quarterly) Reports and Dashboards such as Daily Statistics, Daily Agent Performance, Monthly Incentive Calculations for Retail, Corporate and Premier Contact Centre
• Designed and Developed effective MI reporting tools, managed and forecasted Trends for better management of Service Levels, individual performance, customer complaint management and discrepancy reporting
• Authored, amended and circulated Standard Operating Procedure Manuals for Authorization Policy, Audit Recommendations and Training Manuals
ACCOMPLISHMENTS:
• Best performer Support Services and projects 2011
• ‘Silver Star’ Received for successfully completing on-the-job training for two new batches to Contact Centre (34 Member Batch)
• Certificate of Appreciation for contributing( Sales MI ) in achieving LKR 500 Million in Balance Growth Products
• Manned Authorization Service Desk (liaised with Merchants & internal Customers / Staff) 24/7 - 365 days
• Cancelled and Blocked Debit / Credit Cards (Reported Lost / Replacements)
• Identified and Monitored Credit Card Fraud trends and patterns via Falcon and SAS Raptor Fraud Monitoring Systems
• Training new staff members (Successfully Mentored 2 Batches of new recruits to Contact Centre / Assisting Inbound Call Centre to manage call volumes)
ACCOMPLISHMENTS:
• Two ’Silver Stars ‘received for identifying and preventing fraud transactions via Falcon and SAS Fraud monitoring systems
• Attended to inbound calls from Customers / Merchants / Staff
• Identified Sales opportunity and cross sold Retail Products (Personal Loans / Credit Cards / Fixed Deposits)
ACCOMPLISHMENTS:
• PFS Call Centre - Best Performer of the year (Cards) 2006
• Winner of Monthly awards for Upcoming CSR under the Call Centre Incentive scheme
• Member of the Best team for years 2008 and 2009 under the PFS Call Centre incentive scheme
Marketing, Sales and Customer Service Structure of Accounts Managing Information
G.C.E. London Examinations (Excel International) Advanced Level 2006 Accounting Business Studies Economics G.C.E London Examinations (Edexcel International) Ordinary Level 2003 Accounting Commerce Economics English Language Mathematics