Feb 2022 – Aug 2022 · 6 mos · Bangalore Urban, Karnataka, India · Remote

•  Handling 22+ FTE currently as team manager.
•  Looking after the FTE relating to Coaching, Appraisal cycle, Shrinkage, Time card correction, knowledge gap, attendance, SLA defined, Work assigning.
•  Performing call audits and sharing feedbacks with agents
•  Working closely with QA Auditors
•  Working closely with low performing Agents
•  Checking security failure and taking necessary actions.
•  Having meeting / one on one with agents on weekly basis.
•  Performance Appraisals
•  Working process of leave related issues for Amazon employees USA.
•  Assigning trainings to Associate’s based on their strengths & Weakness
•  Daily unplanned & planned shrinkage.
•  Reporting to management all low performance agents with their statistics on weekly basis.
•  All behavior & security instances reports to management on urgent basis.
•  Dashboard Management
•  Daily & Weekly metrics call
•  Handling escalations.
•  Weekly meets.
•  Meeting’s with associates to understand their concern and other engagement activities.
•  Coaching, PIP, and resignation activities
•  Daily Huddles
•  Work with team regarding to HMD data, AHT, Hold time, Schedule adherence, Task creations, Miss Call & ACW on daily basis.

Apr 2018 – Jan 2022 · 3 yrs 9 mos · WFH · Remote

•  Sourcing the candidates using different portals.
•  Support the client recruitment team in coordinating candidate interview phone or virtual for open roles.
•  Provide update to the recruitment team & to the candidate about the status
•  Using different portals like Naukri, Shine and LinkedIn for posting and sourcing.
•  Re-working on JD’s or creating new ones.
•  Lining up the candidates for Mega drive or Walk-in.
•  Screening profiles and share quality profiles to recruitment team.
•  Recruitment in both IT & Non IT

Apr 2017 – Feb 2018 · 10 mos · Bengaluru Area, India · On-site

•  Checking the primary & secondary Nostro – Monitoring, Projection, and Funding.
•  Checking secondary A/c’s flow into primary account and funding those A/c’s before cut off.
•  Funding various entities align with London A/c.
•  Closing the Nostro account before cut off and checking the A/c’s are flat at end of the day after funding.
•  Booking final deals – lend or borrow from market through CTF.
•  Coordinating with various LOB’s to understand their funding requirement of particular day, and manually adjust the position based on their requirements and Deals flown in & out.
•  Justifications of Nostro A/c‘s for going short & Long on previous day and justification on variation of current positions on different time slot projections.
•  Checking the breaks in TLM, IRECS to find reasons why the particular account went short/long for the previous day for justification.
•  Pulling of Nostro balances through TLM Scorecard for previous day for reconciliation purposes and top sheet adjustment
•  Allocating interest and charges to various LOB’s as per their Nostro usage.
•  Allocating Use of Fund and Value Date Mismatch Charges to various LOB’s
•  Updating & Maintaining Interest rates on accounts held with agent banks.
•  Occupied with Validation of Interest and Charges which are levied due to Overdrawn/Excess Balances on Nostros at EOD.
•  Analysis of Annual/Quarterly/Monthly Interest/Charges levied by Agent Banks and presenting to Management for Highlighting the Nature of Expense/Earnings trends
•  Posting of offsetting entries in order to knock off the entries posted by the Agent Bank using various tools.
•  Following up with the Agent Banks to get the refund in case of any discrepancy with the Agent’s postings.
•  Managing team regards to training, process knowledge, knowledge gap, attendance, SLA defined, Work assigning, Risk & Controls, InfoSec Policy, Compliance & others.

May 2016 – Feb 2017 · 9 mos · Chennai Area, India · On-site

•  Handled two team of 15 & 4 FTE.
•  Part of project management team for the pilot project as the process was migrating from TCS to Hexaware BPS
•  Taking operational rounds of the candidates coming for the interview.
•  Doing Performance reviews for the team members & rating them according to their performance against benchmark.
•  Reviewing tech issues & sharing with RM of Technology of Dublin & Liaising with Onshore for ID’s Creation & Deletion and checking given access was according to role assign.
•  Managing team regards to training, process knowledge, knowledge gap, attendance, SLA defined, Work assigning, Risk & Controls, InfoSec Policy, Compliance & others.
•  Attending Daily Review Calls with Process Owners – Manager.
•  Communicating with banks through swift messages, Fax and email.
•  Handling 2nd & 3rd escalation from clients, Front office, process owners & etc.
•  Reviewing of ageing cases which breach SLA
•  Preparing MIS & reporting to management.
•  Authorize Payments and Correspondence.
•  Preparing & delivering ageing reports to management on daily basis.
•  Training new associates on basics of process and excel them for enhancing the process, whenever a new associate joins.
•  Handling escalation group mailbox and clearing the items accordingly
•  Monitoring associates work baskets & team work basket.

Nov 2015 – Mar 2016 · 4 mos · Visakhapatnam, Andhra Pradesh, India · On-site

• I opened a multi cuisine restaurant at Visakhapatnam
• Learnt the business tactics & operations involved in running restaurant

Jan 2009 – May 2015 · 6 yrs 4 mos · Chennai, Tamil Nadu, India · On-site

•  Was supporting APAC & US region for Outgoing manual payments of Market Ops and & repairing Incoming electronic Domestic & Cross Border Payments.
•  Was initiating Swift message MT202, MT103, MT103 & internal transfers.
•  Performing special authorization for high value payments (Got ETP for this).
•  Analyzing the team member’s requisite knowledge in process and mentoring them according to them & leading the team huddle every day and reporting to management.
•  Constant touch with Cash or Nostro Management & any funds movement through our team above the threshold of ABN AMRO with their Currency Correspondent has to be reported through online tool.
•  Analyzing process gaps and putting controls according to that, if not ETP and Involved in SLA review, as part of agreed timelines. Reviewing process documents and amends changes accordingly, and signed off from process owners.
•  Analyzing the Skill Set required for the team and then preparing the Skill Matrix & sharing with management.
•  Prepared Escalation Matrix with regards to Process & Resources.
•  Prepared test papers for AIYC internal audit with the consent of ICM & Risk Team.
•  Prepared what can go wrong checklist in perspective to Risk involved in process.
•  Preparing & Reviewing Error register.
•  Involved in FTE calculation with our team stake holders part of Lean team.
•  Creation of training plan of our team, behavior & functional training.
•  Participated in CE (Lean) Wave.
•  Opening of Customers accounts, Savings A/c, Students A/c, Child Savings A/c's pertains to RBS & Natwest Banks & Performing KYC Checks.
• Review of correctness of daily activities performed by processing team and highlighting to my immediate Risk Manager, if any key issues been identified.
• Highlighting the exceptions in process, policies and updating the Operational loss / risk issues in the online risk management tool. Also ensured that exceptions are closed within the permitted timeframe.