Operations Manager
Citi Services India Pvt Ltd
Total years of experience :13 years, 7 Months
Leading a team of 25 members of officers/ Sr. Officers & Team leads.
•Managing fraud Disputes for North American Clients.
•Direct all activities in the department.
•Consistently meeting and exceeding business defined performance indicators with urgency and commitment.
•Conducting regular process review to identify process improvements.
•Highlighting arears for process improvement and automations.
•Motivate employee’s performance and continuously develop talent through encouragement, feedback and couching.
•Showcasing Plans to mitigate dollar losses and other areas of improvement. Project management and looking forward towards additional business acquisitions.
•Liaising closely with vendors to understand the process and directing them as per business requirements
Leading a team of 12 members from team specialist to Sr team specialist and a lead.
•Monitoring daily inflow outflow of alerts, Change Management & Request management.
•Working on Cisco Call Manager in configuring the Gateways, PRI Line, cables & Cisco Phones.
•Making sure that there is no business impact or link flaps, herein mitigating the financial & reputational risk for the bank.
•Providing areas of Business improvements.
•Assisting various activities & scheduled change also performing all the pre and post checks for all voice systems.
•Making sure that the team and team leads are adopting all latest policies and procedures.
•Completing all the daily BAU activities and reporting the same to Sr V.P.
•Raising/Approving Change, Cisco TAC cases, Monitoring Alerts keeping a track on the RMA details. And areas that will incur direct financial impact to the business.
•Communicating and interacting effectively with colleagues, Team leads, Vendors and Senior management as required.
•Knowledge of Cisco call manager, call routing, cisco jabber configuration.
•Knowledge of Cisco Unity.
•Making sure that all the team members and leads are completing their required trainings, coaching’s and having the same documented.
•Liaising with various teams in the organization, Cards, command center, Netops, Unix, Tools, Messaging, Joc security and many more.
Updating our client data on various in house systems.
•Running a periodic check for all the information in the database and replacing the same with the current information.
•Performing control checks on account setup on various system.
•Performing gap analysis and regular data reconciliation exercise.
•Ensuring the team is meetings their KPI's
•Remediating data from the old application to the new one, and checking for all the information in the new application is as per requirement or not.
•Preparing a complete KYC check on EMEA platform on a daily basis.
•Preparing a complete AML summary along with ADD and PDD.
•Working on high net worth customer profile and making sure that no information is missed out while preparing the summary
•Reaching out to the personal banker to verify any information.
•Closely working with various teams to provide complete information about the customer’s profile.
Support team projects to improve service quality and timeliness.
•Keeping a track on the production report daily SLA and key performance for the team.
•Having a thorough understanding of all process and company policy related information.
•Highlighting web content improvements to improve online communication and information channels.
•Dealing with various employee related queries on Provident Funds, Medical Benefits, Payroll salary packaging and Tax (Form 16) etc.
•Responding to incoming e-mail/Call messages from present employees and ex-employees.
•Working on application like taleo and oracle/p-soft.
•Dealing with access management for new hires and managers under taleo and various other systems.
•Meeting various teams to check on areas of improvement and understanding new processes that can be implemented.
•Meeting different clients and vendors.
•Preparing the scorecard for the team members and providing necessary coaching for the under performers.
•Conducting the HRSD training sessions (Induction) on weekly bases for new hires.
•Assisting the new hires on their onboarding related queries and KYC checklist as per the India onboarding requirement.
•Meeting SLAs on a daily basis.
•Looking for areas of improvement and employee satisfaction.
•Assisting employees on sensitive issues and keeping the data confidential.
•Working on short and long projects to achieve our goals and match our employee’s expectations.
II
•Dealt with customer’s accounts on a daily basis out calling the customers to verify the account transaction. Clearing the cheque after verification. Dealing with high profile customers of the bank.
•Checking for fraud activity on the customers and small business accounts.
•Making and Receiving calls with regards to Debit and Credit card transaction.
•Making necessary changes on the customers account for a better experience.
•Managing large dollar risk and understanding the risk factor on every account for our customers.
•Handling fraud claims and understanding the fraud loss and measures to control the same.
•Managing account related risk and providing an immediate and accurate solution to the customer
•Preparing spread sheets in order to understand various losses for our department and the business on a whole.
•Meeting SLA’s and deadline on a daily basis.
•Checking Customer KYC information and asking for customers and clients to update the same with us when needed, verifying the documents submitted and forwarding the information to the on shore team. Abiding with the AML procedures and other guidelines listed and adopted by the firm.
•Managing projects for the department. Working together as a team to meet different requirements as needed.
•Managing 9 team members providing them with coaching, training on new products, call monitoring and scorecard discussions on a monthly basis.
•Working closely with other TL’s across the department to meet various staffing deadline internal audits and other requirements
Dealt with high profile customer/clients on a daily basis.
•Hardcore sales & Tel-Calling for a U.S Process both Inbound & Outbound, Dealt with sales for airline tickets. (Delta, U.S Airways, United, Alaskan Airlines etc).
•Making the necessary changes while booking the flight tickets, understanding the customer’s needs assisting customers with onward connections for their flights, assisting first class and business class passengers with their cuisine preferences, wheelchair facility and air miles claim while booking their tickets.
•Meeting clients on a monthly bases and understanding the opportunities and ways to improve the business.
•Strong Client focus and customer service skills