Experience

• 

  Brumby's international pvt ltd

  May 2005 - Jul 2007

  Team leader

  ■ Generated prospective leads.■ Trained newbies to qualify leads.■ Achieved set targets whilst managing team reports & individual stats.■ Inspired & motivated team members to reach their goals & objectives.■ Monitored call quality, team performance & overlooked in qualifying leads.

• 

  Hsbc

  Jul 2007 - now

  ■ Implement and deliver high quality subject matter expertise on Financial Crime Investigations, Regulatory Reporting, KYC and ECDD pertaining to Anti-Money Laundering (AML), Counter Terrorism Financing (CTF), Tax Avoidance / Evasion and Anti-Bribery & Corruption (AB&C) risks.■ Develop and nurture a team of senior Financial Crime investigators and Compliance professionals to accomplish the prioritization, implementation, tracking and reporting of crucial investigation activities pertaining to both internal and regulator reporting. ■ Formulate relevant KPI’s / metrics and appropriate reporting pertaining to investigations, regulatory reporting and various other financial crime risk management activities for the consumption by risk stewards / owners and other senior business stakeholders.■ Resolve escalated issues within stipulated deadlines and subsequently share learning outcomes with the wider audience.■ Working cohesively with various other financial risk management teams across the group. Show less Responsibilities:-■ Manage the entire Banking Operations for Consumer Europe in Colombo which comprises of 27 FTE’s spread across Malta and Bermuda markets. The processes include Account Opening, Account Closing, Malta Online Onboarding, Account Servicing, Payments, E-Channels and Bermuda Account Maintenance.■ Isle of Man Account Opening processes from Hyderabad to be added to the Europe Portfolio by March 2021 to accommodate site contingency requirements for both Colombo & Hyderabad. ■ Manage the entire headcount and finance tracking for Banking Operations - Consumer Europe i.e. across all markets.■ Direct involvement in planning capacity management and governance between Malta onshore and offshore processes.■ Brief and guide Assistant Managers on individual / team performance targets.■ Create robust section environment where skills and knowledge openly shared to achieve section and business goals.■ Managed performance through an efficient work stream, optimized productive time and ensured effective utilization of available resources.■ Effectively drive and manage change to achieve business goals. ■ Ensured compliance with HSBC Group company policies and procedures, including regulatory requirements.■ Established and sustained relationships with crucial stakeholders of various Europe markets.■ Periodic implementation and assessment of audits with the aim of providing effective feedback to Team Leaders. ■ Regular assessment of processes to identify improvements which will enhance operational and financial effectiveness.■ Recruitment of Customer Service Executives and Team Leaders in compliance with HSBC policies and guidelines. Achievements:-■ Management awards for April 2019, October 2019, December 2019.■ WFM Star Award – Manager - H1 2019 (GSC Colombo)■ Travelled to Malta as part of the Malta Cost Transformation Programme to aid in onshore process improvements and subsequently offshored 8 FTE’s worth of new migrations to Colombo. Show less Responsibilities:-■ Managed the entire offshore Malta Banking Operations teams including Account Opening, Account Servicing, Payments, NTB, FATCA, CRS & E channels which comprised of 32 staff at its peak.■ Worked as the Assistant Manager Operations for 18 months for the Accounts Opening domain for Singapore Banking Operations.■ Worked as the Assistant Manager Operations for 18 months (Account Maintenance & Enquiries Phones – UK Banking Operation) which comprised of 25 staff members.■ Have managed 36 staff members for a span of 6 months during the absence of a co-assistant manager.■ Appointed as a Local Compliance Representative (LCR) for Banking Operations in 2014 ■ Handled escalations, customer complaints and process related query resolutions.■ Driven sustainable cost savings within the team in order to increase efficiency and productivity.■ Ensured all assigned tasks including completion of end of day checks, auditing, approving work items in accordance with the limits delegated by the process management and providing error feedback to the staff members are carried out as per the agreed PLA’s / KPI’s for the process.Achievements:-■ Management awards for February 2019, April 2018, November 2017.■ Foundation Level Accreditation for the Operations Excellence Programme in February 2019.■ Best Team of Q1 - 2018, Q3 - 2017, Q1 – 2014, Q4 – 2013.■ Certificate of Appreciation for FCR Project – Innovator Award in H2 2013.■ Certificate of Participation for Management Outbound Training Programme in October 2013.■ Lean & Six Sigma Yellow Belt Certification in August 2013.■ Certificate of Appreciation for Project Engineering – Project Coordinator in H1 2013.■ Certificate of Acknowledgement for Lead – AMO Induction Programme in May 2011. Show less Responsibilities:-■ Conducted trainings to new recruits covering all payment related topics.■ Assisted in developing the training plans for the team during the Business Transition Phase.■ Created and Maintained performance trackers to evaluate the progress of trainees.■ Enhanced performance of trainees through daily mentoring, 1-to-1 discussions and motivational strategies. ■ Conducted mandatory 100% audits on trainees and 10% audits on core team members, provided constructive feedback where necessary to ensure quality achieved.■ Acted as a Referral point for trainees and other members of the team.■ Prepared Disputes for errors raised on staff by Branch and other Departments.■ Prepared Case Studies and Trend Analysis Reports for errors made by staff.■ Created and Maintained Capacity Planning MI's (Management Information) on a daily basis to assist in ensuring the work split of the team is achieved to prevent revenue leakage■ Sharing best practices to ensure that HSBC customers receive the best possible service and experience.■ Initiated Process Improvement Ideas/Sustainable Saving Projects for the Team and Department.■ Deputized in the absence of the line manager and have assisted in working the supervisory queues.Achievements:-■ Shining Star Award 2012 for implementing two sustainable cost savings projects.■ Exceptional Performance Award for Q3 during 2012.■ Quality Award for H2 2012.■ Super Star Awards in July 2010, October 2010 & February 2011.■ Customer Service Executive award for 2009.■ Exceptional Performance award for Q1 for 2009. Show less Responsibilities:-■ Processed Standing Order/Direct Debit/Bill Payment instructions, i.e. setting up, amendments, error rectification, in depth investigations. ■ Interest calculations & Re-works (Regular Saver Accounts)■ Reversal/Refund of Overdraft and Payment charges■ Coordinating with departments, other banks, 3rd parties & solicitors for payment related queries.■ Reconciliation of specific internal accounts■ Outbound calls and correspondence via e-mails & letters to Personal, Business & Cooperate clients. Show less

  • Assistant Vice President - Financial Crime Investigations

    Jan 2022 - now

  • Manager Operations

    Mar 2019 - Dec 2021

  • Assistant Manager Operations

    Apr 2013 - Feb 2019

  • Auditor / Trainer

    Oct 2010 - Mar 2013

  • Customer Service Executive

    Jul 2007 - Sept 2010