Customer Service Operations Manager

Result oriented Finance and Accounting professional with over 12 years’ experience in Banking Operations, Financial Instruments and Accounts Management.

Core Competencies:

Retail Banking

Account Reconciliation & Audits

Client Relationship Management

Banking Products and Services

Funding and AR

Strategic Account Management

Experience:

Sr. Billing Clerk

Human Resource Concepts Total Solutions

Manage Billing, Audit and Collections for HR, Payroll and Health Incentive plans. Independently oversee, funding levels, claims and resolve any discrepancies and variances with client organizations.

Monitor and Maintain Client funding, process claims and ensure compliance with HIPAA and other Federal guidelines.

Verify and process ACH pull set ups and daily deposits. Oversee invoicing, deductions, State and Federal charges on a regular basis to maintain account health. Conduct annual reconciliation of Client Accounts.

Perform regular audits and guide staff to correct any discrepancies in accounting procedures. Interface with internal departments to ensure account is in good standing and process collections for past due accounts.

Provide guidance and training for high value strategic accounts in plan management and funding.

IDBI Bank Mumbai, India

Bank Operations Manager June 2007 – March 2010

Supervised and trained Bank operations staff in day to day banking activities such as account management,

Cash management, locker services, monitoring suspense accounts and managing key performance indicators.

Analyzed and reconciled the difference between the ATM Kiosks and Charge Back team of Visa & MasterCard.

Created process for checks and balances resulting in a 34% reduction of disputed claims.

Led Audit compliance team to ensure adherence to internal and regulatory guidelines. Developed and implemented control system resulting in upgrading the branch audit rating from “Satisfactory” to “Good” for 3 consecutive years.

Implemented and trained staff on corporate systems such as Real Time Gross settlement (RTGS) and National Pension System (NPS).

Customer Service Executive June 2004 – March 2007

Represented bank products, responded to general enquiries from clients, staff and retail customers.

Resolved service issues and streamlined High Net Worth client sales to ensure high service quality and response times.

Managing locker operation and reconciliation of locker rent data. Successfully closed & ensured incremental revenue by cross selling services/products.

Responsible for reconciliation of all account opening deliverables and inventories.

Reliance InfoComm Mumbai, India

Finance Analyst June 2002 – May 2004

Revenue Accounting & Control comprising all financial reporting & controlling functions.

Reconciliation of funds on daily basis. Monitoring Cash flow, Deployment of excess funds.

Monitoring of collection accounts and liaising with banks to implement cash management system.

Updating of collection data in SAP, tracking of fund transfers from various locations to central pool account.

Addressing queries in Bank reconciliation across Various Branches & departments.

K.J Somaiya Institute of Management Studies and Research Mumbai, India

Diploma in business Management May 2002

Podar College of Commerce and Economics Mumbai, India

Bachelor April 1999

Certification and Skills

Certificate Associate Banker by Indian Institute of Banking Yr. 2008

Skilled in Finance and Accounting Suites like Sap FICO, QuickBooks, Sales Force and Doc STar, Sendgrid and Microsoft office.

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