Objective

SARALA L

E-Mail:adgsnw@r.postjobfree.com

Mobile: +917*********

Seeking for a challenging role in an esteemed organization where I can enhance my professional, technical and leadership skills to benefit mutual growth and success. Core Skills:

1. Banking

2. Decisive

3. Transition management

4. Adaptive Team Player

5. Swift Payment

6. AML

Professional Experience

1. Tele performance Global Services Ltd

Team Lead - Operations August 2017 – July 2020

Key Responsibilities

Responsible to handle the team to deliver agreed client SLA’s with the team of 20 members and responsible to deliver quality for the team – Wealth payments (where we perform swift transfers after completing AML and sanctions checks for all the payments)

Responsible, liable and accountable for all activities in the Line of Business, control over the attributes assigned to the team and to work with sync to analyze and determine the outcomes

Participate and actively engage in the client daily huddles, Quality Calibrations, Weekly capacity meetings, RTM/RTA meetings and Weekly operations performance review for each LOB with the client directors and provide valuable inputs and feedbacks

Direct relationship with the LOB client to analyze issues and rights provided to take necessary steps to overcome the criticality of business.

Coordinating integration with support functions viz. quality, training, technology, compliance & HR.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets of the progress of agents on quality front to make them meet the defined KROs

Creating dashboards to track site KROs and other key data points relevant to business – This has simplified complex data sets to provide users with at a glance-awareness of current performance

Responsible for JML tracking, reviewing team structure of the process and also maintains high employee retention rate since July 2017

Responsible for site level FTE onboarding including ID generation, reviewing/granting of tool access approvals

Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members

Perform goal setting and performance review for team members and provide feedback

Foresees risks, and proactively manages impacts on SLAs, business results with the leadership team

Send Daily, Weekly and Monthly MIS reports to management and clients etc..

Manage the process documentation, involvement and improvement and driving SLA’s agreed 2. Intelenet Global Services Ltd

Role: Quality Analyst June 2015 – July 2017

Process: Wealth Payments

Key Responsibilities

Quality and Compliance control check for agents on floor

Interacting with onshore policy champions to solve queries and concerns.

Conducting update and re-iterate sessions in line with changes in Barclays policies and upgrades, for agents on floor on a daily basis

Generating and publishing All India level quality scores across Chennai and Mumbai sites for around 40 agents

Implementing corrective measures and providing one-to-one feedback to agents in Correction Action Plan and Disciplinary Action Plan (CAP & DAP)

Suggesting and implementing process improvements, to bridge the gap between the Operations and Quality

Monitoring cases in production

Refreshers and Team Learning sessions conducted

Accrediting new employees to ‘Go Live’ on floor

Conducting site level product knowledge tests for Teammates and Team Leads and publishing their scores

Conducting Ops & Quality calibration meets to fill in the process gaps

Audits done on regular intervals for the productivity counts taken by the agents

Generating weekly reports on Accuracy, Ageing and Backlogs of the process 3. Serco Global Services Ltd

Payment Processing Associate (Senior Customer Service Executive) Mar’13 – May’15 Process Summary – Barclays Bank UK provides special services for a special group of customers known as Wealth Customers. These Customers send their Payment requests through Letters / Fax to the Bank. These Instructions are scanned and uploaded into Barclays Secured Payment Workflow Application. Team will complete Payments cycle is followed using Maker / Checker Concept. We process these scanned instructions by entering the Payment Details to a different Payments Transaction secure application, which after the Risk & Sanctions (RAM) Check, the payment being released.

Key Responsibilities

Handling fund transfer system, dealing with multi-currency and it’s FX conversion

Managing different types of payments and monitoring its currency cut-offs

Check for the Risk and Sanctions in the country specific source system and gather details about the customer

Responsible for doing swift transfers for the payment request received from the customer in the tool called GPP (Global Pay plus)

Responsible to handle different types of payments such as SEPA, Chaps, Faster Payments, MT1XX and MT2XX payments. also handle the regular payments(Direct Debits and Standing order payments

Perform checks on World check list screen, Sanctions countries, OFAC Specially designated Nationals(SDN) and blocked persons lists

Responsible of investigating the fraudulent clients, and also prevent terrorist illegal activities

Monitoring the availability of funds, duplicate payment information in order to avoid double payments and also validate the signature, out of character

Maintaining service level agreements to be submitted with 100% quality standards

Suggestions and updates will be shared with the team members to improve the process.

Flexible to handle the volumes in case of requirement Career highlights & accomplishments

Analyzed & identified reason for errors in the, prepared and implemented Checklist to reduce the Errors

Prepared excel based stock report which led to ease of access and helped in time reduction

Attended the training with onshore clients for Regular payments (Direct Debits and Standing orders) and trained the entire team on the same and solely handled the queue for several months

Suggestion for single application for Signature check in the VTI call with Barclays Client was accepted & appreciated and the clients have taken up a project to implement changes in application

Won the ‘Top Performer’ award over 9 times for overall performance and excellent service quality

Qualifications(Professional)

University of Madras – Year 2011 - BCA (Computer Applications) - First Class NIIT – Chennai - Diploma in JAVA technologies (DJVT3) Personal Profile

Name : Sarala Loganathan

Father’s Name : E. V. Loganathan

Date of Birth : 13 May 1990

Marital Status : Single

Nationality : Indian

Gender : Female

Languages known : English, Tamil, Telugu

Email id : adgsnw@r.postjobfree.com

Mobile No 070***-*****

Permanent Address : No 59/20, GPM street, Gudiyatham, Vellore DT - 632 602 Current Address : 75/59, Collector Nagar 2nd street, Mogappair East, Chennai 600 050

Personal Statement

I am an Organized, highly motivated and compassionate individual with good inter personal who believe in encouraging my peers and directs to build rapport and able to expand strong connection with stakeholders and counterparts to achieve personal and business goals.

(Sarala L)

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