Customer Service Management

AREAS OF EXPERTISE

Mortgages & SME Operations Management Business Analysis

CASA /Term Deposits Test Management Core Banking

Credit Card /Personal Loan Client Management Customer Service

** ***** of experience in Retail Banking Products

Current Account, Savings Account, Term Deposits, Overdraft Accounts

Personal Loan, Auto Loan, Home Loans, Business Loans, Credit Cards

Experienced in Branch Operations, Centralized Back office Operations and Technology Operations

Successful in managing & spearheading large teams for excelling business targets, service delivery metrics and achieving operational efficiency; motivate and train teams for running successful business process operations with proven ability of achieving targets; lead teams to assure services to the Consumer Banking Group within agreed SLAs in a cost efficient manner.

Proven experience in handling Banking Integration Project (SCB-Grindlays Bank) , Merger Project (SCB – AMEX), Customer Experience Projects ( Eadvice, S2O, FileNet, CEMS), Other Banking Projects (Annual Fee charge for Home Saver )

Have received awards and appreciations for driving New Initiatives and Cost Save Projects

Have strong verbal, written, presentation, interpersonal, analytical, and organizational skills and solid ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

EDUCATION

Alagappa University, TamilNadu, India

Masters Degree in Information Technology (M.Sc)

CERTIFICATIONS & TECHNICAL SKILLS

Certification in Business Writing

Certification in Project Management (2008)

Proficient with Microsoft – Office tools such as Word, Excel, Access, Visio

PROFESSIONAL EXPERIENCE

Employer : Scope International Pvt. Ltd.

(A wholly owned subsidiary of Standard Chartered Bank, UK)

Period : April - 1999 to Present

Associate Manager – Business Solutions (CB Projects)

PROJECT Account Opening – CURRENT ACCOUNT/SAVINGS ACCOUNT / TERM DEPOSIT /CREDIT CARD / PERSONAL LOAN

COUNTRY INDIA, MALAYSIA,SINGAPORE,HONGKONG,AFRICA,CHINA, INDONESIA,BANGLADESH,PAKISTAN

ROLE Analyzing and Designing Solutions for Business requirements

• Understanding business process management and business requirements of the customers and translating them to specific software requirements

• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.

• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: GUI, Screen and Interface designs

• Utilize experience in using enterprise-wide requirements definition and management systems and methodologies required.

• Making sure the solution provided is commercial yet competitive

• Documenting and analyzing the required information and data

• Understanding the technical designs as well as the specifications

• Communicating with business colleagues & query the biz users to bring out the exact requirements and understand the functionality to provide a high level functional solution document

• Conduct walkthrough of the requirements & functional specifications to the Design, Development & Testing teams

• Translate Business requirements into Functional Specification document

• Supervising process and functional design activities

• Worked directly with the implementation team to ensure delivery and implementation of the software solution

• Acted as an interface between business units, technology teams and support teams

• Delivering recommendations for standards, policies and operating procedures based on best practices and industry standards

• Review test cases prepared for testing the solution during unit testing & SIT phases, extend support to the biz, development & testing teams during the UAT phases

• Planning and executing test data activities

• Driving the UAT phases of the project

Customer Service Manager (CB Operations)

UNIT CENTRALISED CONSUMER BANKING OPERATIONS

COUNTRY Pan –INDIA

RESPONSIBILITIES Managing the Centralized Operations Unit for Consumer Banking handling the following:

Account Opening process

Loan Disbursals

Custody Operations

Loan repayment management

Customer service

Complaint Management

Property documents Archival/Maintenance

Loan Maintenance activities

SMS channel

Mortgage Reprising

Reconciliation of Control and GL accounts

Record Retrievals Management Pan-India

MIS /Reports

Business Process Integrations

Automations

Project Management

• As a Customer Service Manager was responsible for managing the Customer Service Department, Implementing policies and develop procedures to ensure consistent customer service and satisfaction. Develop reports and implements improvement to customer service related applications

• Supervised the Operations of the Customer Service unit, Planning , organizing and directing work for the team. Trained staff in all department operations, daily functions, processes , procedures and requirements

• Ensures department personnel provides timely customer responsiveness

• Trouble shoot and resolve non-routine customer complaints

• Lead and mentor team members by providing friendly motivation,guidance and training to produce an outstanding staff with a “customer first” focused attitude

• Analyse and identify customer needs and provide company based solutions

• Handled the Account Opening process on the TP system and subsystems related to Loans and advising disbursals to Pan-India Service delivery units

• Ensured that the team adhered to the Process note for all the activities performed at the unit with compliance to the SLA standards

• Reviewed the existing processes and provided Automated solutions to reduce the TAT and errors

• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

• Play a significant role in long-term planning, including an initiative geared toward operational excellence.

• Handled the vendor management related to Archival /Retrieval/Maintenance of customer Loan records

• Laid down processes/checklist to mitigate Risk and also conducted Process Risk Analysis for the existing process to prevent risk

• Handled the Complaint Management system to address the customer complaints/queries and reverting to the customer over emails or letters within the set SLA standards

• Handling Auction/Settlement closures and release of the security documents through the collections. Maintaining harmony between the various units within the bank to ensure smooth functioning.

• To ensure that the team processes the requests on time & within SLA with zero tolerance to errors.

• Automating processes to reduce the manual workaround and improve the cycle time and help to increase the productivity

• Monitoring the suspense accounts for open entries and following up on ageing items

• Analyze the Operational Risks involved in the day to day processes and submit reports

• Handled UATs for projects related to automation and redesigning of a process

• Conducting training sessions on new processes/products

• Monitor the productivity of the team and conduct daily meetings to enhance the team productivity

• To maintain good relationships with the internal stakeholders (Frontline Sales/Branch/Credit/Collections/Phone Banking) in the bank, a Feedback session called “Voice of the Customer” is conducted to make note of the requirements and suggestions & further improvement upon the same

• Handling the Safe custody operations for the Loan products

• Handled the Key Exchange operations & Vault maintenance activities.

• Frequent interactions with external agencies to ensure that the document logistics works smoothly within the set Service Level Agreement (SLA)

• Initiate Automation Projects and support Group Projects in process re-engineering

• Handling UATs for projects related to automation and re-engineering

• Preparation of the business test scenarios and checking test samples for the desired results.

• Functional testing of new product and processes.

• Responsible to develop/create reports that indicate revenue generation, sales growth, and ops efficiency

• Team Productivity MIS

• Service MIS

• Cost Volume & Centralized Operations Tracker MIS

ACHIEVEMENTS

Award for the Excellent Customer Service

Appreciation and Cash reward received from the CEO for the Best Idea for Cost Reduction

Appreciation received from the Head-Centralized Operations for having achieved the target for “Reduction of customer complaints”

Achieved a Cost Save of INR 1 Million through automations and process revamp

Achieved a Cost Save of INR 2.5 million by introduction of E-advice for addressing the customer requests over registered email IDs reducing the mailing cost

Shared the Best idea on Revenue generation on Home Saver s, thereby increased the revenue in the Mortgages segment & SME Segment

Achieved the best Q12 score for Employee Engagement

Introduced the in-house Training cell to address the training needs of the team thereby enhancing the knowledge levels of the team in terms of products & processes

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