Lead Analyst
Travelex India Pvt Ltd
Total years of experience :13 years, 10 Months
➢ Handled multiple regions like UK (Retail, Corporate Transaction Monitoring & Due Diligence), North America (Retail Transaction Monitoring), Europe, Hong Kong & Malaysia (Corporate Transaction Monitoring).
➢ Handling a Team of 4 individuals working for different regions. Guiding & making sure all the Team members are self-capable to handle any given situation within the process.
➢ Created VISO maps (process maps), flowcharts and diagrams to describe and lay out logical operational steps. Documented procedures, business processes, training (guidance) documents and shared with respective stakeholders.
➢ We deal in end-to-end Due Diligence and Transaction Monitoring for UK Clients, as UK region being the major contributor towards the business.
➢ Identifying fraud transaction patterns of individual & corporate customers. We provide KYC documentation of individual and corporate customers.
➢ We use applications like NORKOM, SALT, WIRE Teller, BI launch pad to deal with daily activities.
➢ Sharing weekly roster within the team regards to their daily activities and give helping hand as and when required to the Team.
➢ Collaborating closely with upper management and discuss the opportunities coming within the
department. Conducting fortnight meetings with the Team members for sharing updates.
➢ Proven ability to effectively lead and develop team members.
➢ Ability to adapt swiftly to ongoing business evolution, as driven by regulatory requirements, economic indicators or internal business directives.
➢ Handling Team of around 18 sales consultants in Hamad International Airport (5 stores) and managing their daily performance and keeping every individual motivated to give their best performance.
➢ Lead the team from the front & work closely with them to make sure everything is done within the quality parameters and maintain GOLD standard set by the company.
➢ Sharing daily target with the team and help them to achieve their daily targets (bifurcate into different hours of working).
➢ Responsible to keep all the stocks available for customers to purchase and sale especially during the peak hours of Business.
➢ Handling customer quires and solving within the set time frame.
➢ Doing SPOT check on Tills and making sure that there are no discrepancies found.
➢ Checking CCTV cameras for all the counters to avoid various issues (till managing, theft, customer handling, etc).
➢ Rostering consultants according to the stores to avoid over time.
➢ Dealing with FX dealers for purchasing and selling of wholesale currency.
➢ Checking online order of currency on daily basis.
➢ Having sessions with new joiners within team for their better understanding of business, compliance, policies & procedures of Travelex.
➢ Responsible for archiving all the documents and maintaining the records as per the Compliance.
➢ Successfully conducting Interviews for our stores at Hamad International Airport based on the business requirements.
➢ Handling voice & data process related to US Banking Domain.
➢ Managing daily performance and inspire each team member to perform and give his/her best. Guide the team & work with them to ensure that the assigned task/goals are met effectively & efficiently.
➢ Tracking and updating performance of every Team member (Hourly/Daily) and keeping a check on the advisors SID and break timings to avoid leakage of hours.
➢ Organize training workshops to improve the performance of the members who are lagging in terms of performance. Work force management for team members on weekly and Monthly basis to achieve the client goal of hours.
➢ Conducting appraisals within the team and providing timely feedback. Driving rewards & recognition initiatives within the team.
➢ Analysing the assigned projects and implement plan of action with constant follow up to check for consistency.
➢ Ensuring the campaign remains compliant on internal & external audit requirements and regulations. Managing quality of the highest standards with weekly audit from the clients.
➢ Closely monitor Quality, Attendance and Attrition in the Team.
➢ Attending calibration calls with clients and representing team performance, validating improvements and drops in performance with the plan of action.
➢ Daily / Weekly and monthly review of day to day team performance.
➢ Participate in client level training and learning programs.
Senior Customer Relationship Associate -
➢ Make outbound calls in the collections & discuss the possibilities of financial agreement.
➢ Collections on Bad debt accounts (Statue of Limitations).
➢ Took additional responsibility to coach & mentor fellow colleagues to better their performance.
➢ Conducting training sessions for OJTs.
➢ Conduct refresher trainings for the team members.
NONE