Customer Service Data Management

OZONE PARK, US, ***** • *************@*****.*** • US NUMBER- 917-***-****

JULIA MITA

Banking

PROFESSIONAL SUMMARY

Banking professional with over 25 years of experience in optimizing banking operations and enhancing customer service through effective project management and process improvement. Demonstrates strong skills in compliance, risk management, and data management, leading cross-functional teams to implement innovative solutions and streamline processes. Committed to fostering a culture of continuous learning and operational excellence, aiming to drive further advancements in banking operations. EMPLOYMENT HISTORY

MANAGER–LIABILITY ONBOARDING OPERATIONS Oct 2019 – Oct 2024 Standard Chartered Bank Dhaka, Bangladesh

Ensure precise client instruction execution, enhancing service accuracy and reliability.

Streamline data management, achieving strict deadline adherence and operational efficiency.

Lead system enhancement testing, ensuring seamless integration and user satisfaction.

Train team on new banking products, fostering knowledge sharing and skill development.

Resolve system issues promptly, maintaining smooth business operations and stakeholder trust.

Streamlined liability onboarding processes, ensuring compliance with CDD/AML procedures while maintaining high-quality customer data and meeting strict deadlines.

Spearheaded process re-engineering initiatives, identifying and eliminating gaps to enhance operational efficiency and minimize risk in banking operations.

Led cross-functional teams in implementing new consumer banking products, providing operational support and driving alternative channel adoption.

Optimized account services, reducing documentation duplication and creating efficiency opportunities to achieve synergies and cost savings.

Championed risk awareness through formal and informal forums, enhancing team focus on audit readiness and operational excellence.

Optimized liability onboarding processes, ensuring CDD/AML compliance while maintaining data quality and meeting deadlines.

Led cross-functional teams in implementing new consumer banking products, driving alternative channel adoption and providing operational support.

Streamlined account services, reducing documentation duplication and creating efficiency opportunities for synergies and cost savings.

Championed risk awareness through formal and informal forums, enhancing team focus on audit readiness and operational excellence. ASSISTANT MANAGER– SCI & ECDD OPERATIONS, ACCOUNT SERVICES (SNT) Apr 2014 - Aug 2019 Standard Chartered Bank Dhaka, Bangladesh

Reviewed and updated banking documents, ensuring compliance and accuracy.

Enhanced account opening processes, boosting operational efficiency.

Managed risk ratings, improving data integrity and compliance.

Collaborated to resolve customer complaints, enhancing service.

Implemented eCDD processes, enhancing due diligence procedures.

Developed streamlined reporting methods, effectively communicating critical data to drive informed decision-making across relevant departments.

Managed Single Customer Identifier system, creating and updating borrowing profiles to ensure data accuracy and regulatory compliance.

Optimized account opening processes and risk rating management, enhancing operational efficiency and data integrity while ensuring regulatory compliance.

Pioneered streamlined reporting methods, effectively communicating critical data to drive informed decision-making across departments.

Implemented eCDD processes and managed Single Customer Identifier system, significantly improving due diligence procedures an d borrowing profile accuracy.

Led cross-functional efforts to resolve customer complaints, resulting in enhanced service quality and increased client satisfaction. PFC Aug 2009 - Apr 2014

Standard Chartered Bank Dhaka, Bangladesh

Processed banking requests, boosting client satisfaction and service efficiency.

Managed credit card operations, enhancing issuance speed and accuracy.

Handled banking instruments, ensuring secure storage and precise reconciliation.

Coordinated client meetings, addressing needs with tailored solutions.

Resolved customer complaints, implementing measures to prevent future issues.

Coordinated internal meetings and client interactions, fostering strong relationships and delivering prompt, tailored solutions to address immediate needs.

Pioneered process improvements in customer service, substantially reducing response times for diverse banking requests and enhancing overall efficiency.

Optimized credit card operations, reducing issuance time and enhancing accuracy, resulting in improved customer satisfaction and operational efficiency.

Implemented new process improvements in customer service, significantly decreasing response times for various banking requests and boosting overall productivity.

Streamlined banking instrument management, ensuring secure storage and precise reconciliation, leading to reduced errors and increased financial accuracy.

Facilitated internal meetings and client interactions, building strong relationships and delivering swift, customized solutions to address urgent needs.

SERVICE AMBASSADOR Jul 2001 - Aug 2009

Standard Chartered Bank Dhanmondi 5 & Kakrail Branch, Dhaka

Delivered exceptional service to banking clients, enhancing customer satisfaction.

Achieved service targets, ensuring compliance with control standards.

Contributed to risk management and anti-money laundering initiatives.

Managed dual control and reconciliation of banking instruments.

Processed financial transactions with accuracy and efficiency.

Consistently met and exceeded service standard targets, contributing to improved customer satisfaction and retention rates

Implemented rigorous control standards and MCS requirements, ensuring compliance with central bank guidelines

Played key role in CDD, Reputation Risk, and Money Laundering initiatives, strengthening bank's risk management framework

Developed and executed efficient reconciliation processes for various financial instruments, minimizing errors and enhancing accuracy

Streamlined financial transactions, enhancing efficiency and accuracy while maintaining strict compliance with control standards and anti- money laundering protocols.

Pioneered improved reconciliation processes for banking instruments, significantly reducing errors and bolstering overall financial accuracy and integrity.

INTERN Jun 1999 - Jul 1999

ANZ Grindlays Bank Dhaka, Bangladesh

Assisted in data analysis, contributing to improved efficiency and team collaboration.

Supported project documentation, enhancing accuracy and workflow management.

Engaged in customer service tasks, fostering positive client interactions and feedback.

Gained hands-on banking experience, eagerly learning industry practices and developing professional skills in a fast-paced environment.

Analyzed financial data, contributing to team projects while honing critical thinking and problem-solving abilities in the banking sector.

Worked closely with diverse teams, fostering effective communication skills and adapting quickly to the dynamic banking industry.

Completed assigned tasks efficiently, demonstrating strong work ethic and commitment to meeting deadlines in a high-pressure environment.

Assisted in daily banking operations, paying meticulous attention to detail and ensuring accuracy in all tasks and transactions.

Conducted financial data analysis, contributing to team projects and enhancing critical thinking skills in the banking sector. EDUCATION

MASTER OF BUSINESS ADMINISTRATION (MBA) 1999

Magadh University India

School of Business, Major: Marketing

MASTER OF ARTS 1997

Aligarh Muslim University, India

Department of English

BACHELOR OF ARTS (HON'S) 1995

Aligarh Muslim University, India

Department of English

SKILLS

Customer Service (Expert), Banking Operations (Expert), Risk Management (Experienced), Process Improvement (Experienced), Compliance

(Experienced), Documentation (Expert), Data Management (Experienced), Project Management (Experienced), Training (Experienced), Problem Solving (Experienced).

REFERENCES

Mr. Fahim Ahmed Ashraf, Standard Chartered Bank (017********); Mr.Ashish Mukharjee, Standard Chartered Bank (018********). ADDITIONAL INFORMATION

ACHIEVEMENTS

• Best Service Ambassador Award: 2005, 2006 & 2007

• Best Service Champion 2012 & 2013

• Award for 'Locker' Selling Campaign

• Award for 'FD' Selling Campaign

• Significantly contributed in branch sales to achieve time to time achievements

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