Aug 2021 – Present · 4 yrs 10 mos

• Lead team of 14 members( associates and Team Leaders)
• Managing Wholesale Payment Operations for Inward and Outward Remittance payments.
• Responsible for the day-to-day workflow management and performance of a team to ensure accuracy and efficiency of process workflows.
• Ensure seamless execution of payments to internal and external stakeholders
• Identification of process gaps, managing quality and implementing process improvement ideas
• Handle queries and escalations from RM’ and CSM(Client Service Managers ) regarding payments
• Assist with back-office systems to process and update transactions
• To ensure mandatory trainings to be completed by the team.
• Liaise with operations teams to identify trends and opportunities for process improvements
• Managing Wholesale Payment Operations for Inward and Outward Remittance payments.
• Develop back up plan and focus on cross training for the team
• Handling customer/stake holder escalations
• Manage staff development, performance reviews and disciplinary actions

Feb 2019 – Aug 2021 · 2 yrs 6 mos

Jan 2019 – Aug 2021 · 2 yrs 7 mos

• Lead team of 11 associates.
• Managed the transition of Payments Operation process from a third party vendor (TCS) to Bangalore. Spearhead the process of Inward/Outward/Fixed Deposit for UAE.
• Manages a team in the process of Outward and Inward Remittance for manual Payments.
• Organize workflows, prioritize tasks and deliver high quality work on tight deadlines
• Manages the performance review process, talent development and talent management processes of the team.
• Identify individual strengths to appropriately delegate work amongst the team.
• Ensure clear and seamless communication across levels and teams.
• Monitoring Queues and making sure no payment is missed or delayed within cut off.
• EOD reconciling for all the activities received by the team on a particular day
• Providing team members with individual performance feedback
• May interact with internal and external clients as necessary and occasionally works on new projects and data enhancement initiatives as assigned.
• Nominate and motivate Team Member for reward and recognition program.
• Performance appraisal and feedback for Team Members.
• Plan resource requirements and develop back-up plans.
• To provide assistance to the team members with regard to resolving queries and amendment of the payment.

Apr 2013 – Jan 2019 · 5 yrs 9 mos

• Responsibilities
• Teams worked/Process knowledge in various regions like New Zealand, Australia, and Singapore Inwards.
• Ensure all the Service Level Agreements (SLAs-(meeting global cut off)) are met, including the mailbox management & Adhoc requests.
• Prioritise own work and also support rest of the team members to ensure there are no Service Level Agreements(SLAs) lapse, team perspective.
• Preparing daily and monthly reports of customer Transactions
• Maintaining/uploading daily stats and forecasting weekly/monthly plans for the team through ATOM.
• Working Knowledge and Expertise in Global Pay Plus (GPP), Object Trade Line (OTL), Pay plus, Systematics, GCP and Service Delivery application (SDA).
• Updating procedure documents on share point/support point to ensure all hubs are in line with the process.
• Effective liaison with stakeholders to ensure that common goals are met and resolve queries.
• Broadcasting payments to other departments
• Handling Treasury Balance funding report (complex report).
• Reconciliations or Investigations of payment and NOSTRO and VOSTRO outstanding.
• To keep timelines in mind and prioritise work accordingly.
• Maintaining DCFC list to ensure no payments are held without processing
• End of the Day reports (Internal reports of Volumes received, outstanding items, reporting of errors).
• Generate reports from the application and customize the same as per the required format.
• Handle country specific exception process
• Follow the escalation matrix
• Quality Check for the team
• Attend weekly meetings (Load meeting, Variance meeting, Quality meeting)
• Proactively conducted training sessions to improve the performance and efficiency of the team
• Team's Single Point of Contact for all internal and external clarifications.
• Education

Apr 2013 – May 2015 · 2 yrs 1 mo

• Responsibilities:
• Processing Outward and Inward SWIFT payments for various geographies like New Zealand, Australia and Singapore.
• Training for new joiners as well as cross training team mates.
• Preparing and Updating Start Of Day, End Of Day reports, weekly, monthly reports.
• Reconciliations/Investigations of payments, NOSTRO and several other Internal Bank Accounts.
• Checking of queues on processing time and make sure no payments are held by Sanctions and also ensuring work allotment done.
• End Of the Day reports (Internal reports of Volumes received, Outstanding items, balancing of reports between the Hubs).
• Check for pending cases and make sure that the aged items are cleared on priority.
• Working Knowledge and Expertise in globally used payment application such as Payplus, Pega Global Pay Plus(GPP), Global Cash Plus(GCP), MIDANZ, MIDS, Finacle 10, Merva, Object Trade Line (OTL) Electronic Peso Clearing System (EPCS),
• Taking part in New Application Testing.
• Meeting the cut-off at all times and Global currency.

Apr 2013 – Jan 2019 · 5 yrs 9 mos

• Working in PCO (Payment & Cash Operation) which comes under Institutional Operation serving high value & designated customers
• Handled a Team of 06 FTs for NZ Inward and Outward Payments.
• Manage workflow and allocate work to all Team members and control individual queue.
• Ensuring all the work for the day is completed within the service level agreement (SLA)
• Ensuring that the team is motivated towards achieving overall team and business objectives
• Taking daily buzz meetings & monthly team meetings
• Preparing daily/weekly/monthly state of health report and share it with management
• Stabilizing the process by analyzing the internal errors
• Fixing system related issues by creating a workaround to have high STP rate in the process
• Circulating and coaching the team on any updates/errors in the process.
• Preparing daily/weekly/monthly state of health report and share it with management
• Monitoring Generic mailbox, responding to queries through email and phone regarding payments.
• Perform work for Inward Payments team which is basically making Global payments as per the customer instructions.
• Responsible for supervising the productivity, quality and efficiency of the team and ensure SLA is met within the agreed timeframes.
• Planning &Managing Team’s Productivity
• Attending variance calls and discusses about the productivity
• To provide assistance to the team members with regard to resolving queries and amendment of the payment.
• NZ Inward Payments
• Monitoring Queues and making sure no payment is missed or delayed within cut off.
• Payment fall in repair will be validated with Systematic(Complete NZ database)
• Validating Correspondent details based on countries and currencies.
• Validating Nostro and Vostro details of correspondent banks.
• Contacting Enquiries/Investigation team for queries related to customer details.
• NZ Outward Payments
• Processing International Payment Services (IPS), It is a service layer providing end to End connectivity between Internet Banking and Payplus.
• Handling Cus

Jan 2013 – Mar 2013 · 2 mos