Quality Assurance Control Manager

LIM MONTEIRO

Mobile: +919********* Email: *************@*****.***

LinkedIn URL: https://www.linkedin.com/in/limmonteiro131121/ Skype ID: *************@*****.*** CAREER SNAPSHOT

• Motivated and seasoned professional offering 16 years of experience in the field of Operations, focusing on Control Management, Escalations Management, Team Management, Quality Assurance, Project Management, Stakeholders Management, etc.

• Well-versed in helping in the development and implementation of new operational processes, as well as in increasing efficiency through improvements

• Proficient in developing an understanding of the Risk and Controls function and to help in the evaluation of the design and effectiveness of the controls built into the processes

• Providing a viable and disciplined end-to-end control environment for corporate finance subgroups

• Skilled in channelling productivity to daily needs by analyzing key metrics in accordance with Operating Guidelines (OG) and ensuring that all deliverables are completed on time and within the designated deadlines

• Excellence in applying MasterCard and VISA policies in all dispute situations and personalizing letters of response to customers when necessary

CORE COMPETENCIES

• Control Management

• Customer Relationship

Management

• Quality Assurance

• Project Management

• Lean Management

• Team Management

• Escalations Management

• Workflow Planning

• Documentation

• Performance Improvement

• Cards Management

• Stakeholders Management

CAREER TRAJECTORY

Control Manager- Finance Control Management Oct 2014 – Nov 2024

(Corporate Sector Finance)

JP Morgan Chase India

As a Finance Controls Manager

• Functioning with the Corporate Finance Functional team to gain a thorough understanding of the Risk and Controls function and to aid in the evaluation of the design and effectiveness of the controls built into the processes

• Coordinating with the Process/Control Owner on the testing schedule, process changes, evidence gathering, and potential issue analysis

• In charge of sustaining a robust and uniform control environment throughout the firmwide finance and ensuring corporate finance subgroups have a sustainable and disciplined end-to-end control environment

• Recognizing and escalating issues with urgency and collaborating with stakeholders to resolve issues promptly. Maintaining the Risk Assessment Structure (RAS) in the control and Operational Risk Evaluation (CORE) tool on a regular basis

• Performing control testing covering SOX and General testing.

• Working with stakeholders to introduce JIRA and Confluence tools into the FCM space in Mumbai

• Accountable for performance walkthroughs with stakeholders, data collating on control testing, evidencing, effective pre-testing preparation, participating in leading calls, probing audit questions, gaining data evidence, etc.

• Overseeing quality and audit-ready documentation for control testing performed, as well as liaising with control performers from start to end of the control testing for successful completion

• Supporting any Ad Hoc queries from the management, seniors, and auditors whenever necessary. Handling end-to-end ownership and accountability of the control testing

• Conducting tests procedures in accordance with the test plan and identifying gaps in the control testing process As a Senior Specialist III- Merchant Disputes

• Responsible for researching and resolving written merchant disputes on behalf of Chase credit card customers

• Defining and applying MasterCard and VISA regulations in all cases of dispute. Customizing letters of response to customers when required

• Offering simple, expert, and good experiences in every interaction via every channel, meeting deadlines, and analyzing each case logically to serve the customer better

As a DRC (Dispute Risk & Control) Process Assistant – Merchant Disputes

• Functioned targeted control reporting and auditing Merchant Disputes and Disputes raised via business phone lines. Auditing for different procedures and analyzing the same.

• Lowered company losses by recognizing key errors and making amends to improve them. Delivering timely feedback to stakeholders who are concerned

Other relevant activities include:

• Headed the LMOS (Lean Management & Operational Systems) Project for the team and organized performance-based competition within the process

• Aided team leaders by coordinating, planning, and implementing employee engagement activities. Contributed thoughts that allowed the custom letter process to be streamlined

• Participated in Corporate Social Responsibility (CSR) activities and conducted departmental RNR Team Leader - Operations Jan 2012 - Sep 2013

Tech Mahindra Business Services

• Led a team in sales support and MNP (mobile number porting) team. Performed the activities including directing maximum efforts, ensuring optimum results from the team members

• Accountable for Channelizing productivity to areas necessary daily by examining the key metrics in accordance with Operating Guidelines (OG) and assuring that all deliverables are completed on time and within the specified deadlines

• Conducted monthly and quarterly reviews with all stakeholders, thereby assisting in improving team performance

• Managed escalations and groomed team members to develop skills for improved performance, allowing the organization to grow. Briefed the team about new process updates and statistics

• Evaluated customer satisfaction surveys and implemented measures to improve them from time to time. Coaching advisors and the team as per the analysis

• In charge of daily, weekly, and monthly reports and performed with MNP (Mobile number porting)

• Collaborated with project managers, functional managers, and other stakeholders to review departmental performance and come up with better ideas and methods to enhance business

• Partnered up with the HR team in order to conduct operational rounds of interviews for new candidates applying at the advisory level

PREVIOUS EXPERIENCE

• Team Leader- Operations, First Source Solutions, Nov 2006 - Sep 2011 EDUCATION

• Masters of Business Administration in finance from St. Francis Institute of Management and Research, India, 2016 - 2019

• Bachelor of Commerce from Mumbai University, India, 2003 - 2008

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