Digital Marketing Manager

PATRICK ROBERT EDWARD

Mobile : +91-783*******, 989-***-****

Email : adlqnd@r.postjobfree.com

Core Competencies

Achievement oriented professional offering 17 years of experience in (Operations, Quality & Process Improvement) field of Business Research & Banking and Financial Services.

Gained expertise in implementing quality standards for various operational areas and implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA.

Gained Experience in new transitions, which involved migration of data-based processes. Was involved with transition from end-to-end establishment of the processes with 100% delivery of Customer SLA’s.

Interfacing with clients for reviewing existing performance and suggesting valuable solutions to the issues to improve customer satisfaction.

Monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & team targets.

Demonstrated abilities to manage multiple tasks in a pressured environment and strong belief in Team work.

Trainings & Certifications

Domain certification on Banking & Financials.

Lean Six Sigma Yellow Belt Certified

LEAP (Operations Management, Quality Management, People Management).

Awareness of Money Laundering.

Certified ISO compliance 2008-9001

SEMRUSH Keyword Research Certified – Digital Marketing

Growth Path

Deputy Manager Operations – June 2014 till August 2018

Deputy Manager Quality Assurance - Oct 2011 – June 2014

Quality Assurance Leader – Dec 2009 – Oct 2011

Operations Team Leader – Dec 2005 – Dec 2009

Operations Team Coach – 2002 - 2005

Sr. Associate – Dec 1999 – 2002

Academic Qualification

Professional Diploma Course in Digital Marketing 2018-19

Basic Course on Tours and Travels, IITTM –New Delhi, 2006

Bachelor of Arts, Delhi University - New Delhi, 1996

Personal Information

Date of Birth: 24-Mar-1974 Father’s Name: Late. M.A.Robert

Nationality: Indian

Marital Status: Married

Address

#59A, 3rd floor

Vasant Apartments,

Vasant Vihar, New Delhi - 110057

Work Experience

WNS Global Services Pvt. Ltd. 12/2007 – 08/2018

Business Research for UK’s leading business information and data providers as Deputy Manager Operations. Maintaining global standards of KYC database, payment efficiency for global banks through primary and secondary research.

Specialties

Team Management of 38 members across 5 Line of Business (Payment Efficiency, Anti-Money Laundering Compliance, KYC database, Merger and Acquisitions & CRM). Ensuring additional capacity planning for Add On projects along with daily work load.

Key Deliverables:

Managing Banking Personnel’s Information. Validation of data through LinkedIn and bank websites

Daily workflow management, according to priority and geographic regions. Full Time Employee planning for volume spikes

Maintain NFBI’s database e.g. Merger & Acquisitions, Branches

Liaise with Bank contact for KYC and Personnel’s details for Asia Pacific regions

Resolving escalations of customer queries through Customer Resolution Management System (Sales Force) to ensure resolutions is provided to customer and business. Ensuring that defined SLA of 5-21 days query resolution TAT is met at all times

Analyzing and maintaining monthly reports and dashboards to ensure SLAs are met

Conducting and maintaining performance matrix and providing monthly feedback for team members

Process

Banking & Customer Service for a leading Bank of UAE (backend &Voice process) as Operations Deputy Manager – June 2014 – May 2016. Handling 22 sub processes catering to different products for retail & corporate customers.

Lead a portfolio of KYC on-boarding for Corporate & Retail Customers

Adherence to Foreign Accounts Tax and Compliance Act as per US regulations in account opening process to facilitate bank’s reporting

Identify Anti Money Laundering risks by conducting Risk Assessment for new projects or change in an existing process, and closely work with risk team to report, analyze and build mitigation plans

Key Deliverables:

Responsible for providing all reports and analysis to client such as Error Analysis, Volume Trends & Turn Around Time analysis, Root Cause Analysis

Assisting in External & Internal audits to ensure all compliance checks are met as per defined standards

Prepare Monthly/Weekly business review dashboards at program level

Ensuring daily queued scanned applications are closed by day end on FIFO order and applications processed as per defined procedures and guidelines

Worked as Deputy Manager Quality Assurance for leading Bank of UAE (backend process data & Voice process). 12\2007 – 6\2014

Roles & Responsibilities

Managing Quality Assurance for 3 major processes (Centralized Cash and Account Management account, Cash and Account Department, Credit Card Evaluation & Decision) with a team of 1 Assistant Manager, and head count of 120 associates.

Convening conferences calls between operations and training for process improvements and identification of projects for meeting & exceeding client service delivery metrics

Reviewing statistical data to identify and determine causes of quality issues and recommend improvements through quality projects and methodology

Responsible for providing all reports and analysis to client such as Error Analysis, Volume Trends & TAT analysis, RCA’s etc

Managing audit assistance for internal (ISO) and External (Client) audits scheduled

Prepare the Quarterly/Monthly/weekly Business reviews at the program level

Drive ideation and best practice sharing through Kaizen projects for process improvements

E-funds International Pvt. Ltd. 12/1999 – 12/2007

Worked as Team Leader Operations for Ameriprise Financial, managing Insurance and Annuity products (backend process data & Voice process)

Roles & Responsibilities

Mentoring and motivating a team of 10 associates to run the process with minimum defects and meet the client’s specified SLA

Reporting and monthly business reviews with the client.

Workflow management, daily FTE planning for volume spikes, Leave planning on weekly basis. Maintaining the performance management matrix for the team in terms of productivity and accuracy

Tropic Tours Pvt. Ltd 06/1996 – 10/1999

Worked as Office Assistant, Tours & Ticketing managing Domestic and International Air ticketing for Diplomats and Corporate clients.

Embassy of Sahrawi Arab Democratic Republic 09/1996 – 11/1996

Assistant Computer Operator (Contractual)

Roles & Responsibilities

Drafting of Emails for delegates and diplomatic missions

Preparing and posting invitation letters to Embassy Diplomats

Preparing and maintaining official records of staff leaves/overtime

Key Accomplishments

2016 – 2018

Successfully closed 7 quality projects (5 Yellow Belt, 2 Kaizen) (May – Oct’17)

Additional revenue generated in 2 Line of Business of £59,9064 cost of 3 FTE’s through successful closure of adhoc projects (Oct’17)

Achieved Personnel SLA of 91% against the Target of 90% post taking charge of Team within 6 months (May – Aug’16). Received achievement Award for meeting Service Level Agreement

Achieved SLA for Standard Settlement Instruction process of 91% against the target of 90% (June – Oct’17)

Successfully updated KYC documents for APAC region banks achieving SLA of 87% against the target of 87% (June’16 – Aug’17)

Initiated new methodology to address Out of Date banks and successfully converted 231 banks out of 387 with a success ratio of 60% (Aug – Oct 2017)

Certified as a Kaizen professional (2009)

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