Dhirendra Kumar

Experience

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  Easioption BPO Services Pvt Ltd

  Nov 2009 - Mar 2013

  Subject Matter Expert

  Mortgage Origination, Underwriting, Application in Principle ( AIP), Income Multiplier, Affordability calculations, Landlorad, Employer, Accountant Verfications via calls/email. Auditing, Work Allocation and Queue Management. New account Opening and Opening and Maintenace of all wealth and Investment products. QC, Training, PKT etc.

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  Infosys BPO

  Mar 2013 - Feb 2017

  Operations Team Lead

  Overall 12 plus yrs of work exp. Sound knowledge of Mortgage, retail lending and retail Banking.. Good at People, Process, Operations and Client Management....Six Sigma Green Belt and Black Belt Trained and Certified..Have recently closed Sigx Sigma Black Belt project resulting into Process Efficiency Improvement which yielded into 6 FTEs reduction.

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  Citi

  Feb 2017 - May 2019

  Assistant Manager

  I managed 4 teams there 1.Credit and Debit Card Settlement (ISU) Reconciliation 2. ChargeBack cards dispute 3. Account Opening (customer Onboarding) 4. Acct Maintenace for EMEA region. Later on was part of Account opening team both for individual and corperates so have fair understanding of AML, KYC Customer Service and Payment Processing systems.. Well versed with AML, KYC and Compliance with deep domain expertise of KYC, CDD, EDD, PEP, SPF, Sanction Screening, OFAC / SDN, AML, Red flags, Watchlist, Risk Rating, Client Identification (CIP) and Profling, KYC etc.. Show less

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  Infosys BPM

  May 2019 - Mar 2022

  Assistant Operations Manager

  People, Process, Operations, Client, SLA Management. Resposible for seamless and noiseless Operations for 4 subprocesses..Managing around 60 FTEs. KRA and Goal Setting, Performance (Appraisal) SLA, Client Management.Managing Mortgage Fulfillment Team with 3 sub processes. One on One..

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  Citi

  Mar 2022 - now

  Manager Operations

  Managing AML KYC team. Process Transition, Transformation and Strategic Planning & Execution. Process Improvement, Automation and Operations ManagementManage a team of analysts & SR Analysts, overseeing People, processes, and teams to ensure seamless and efficient operations and stakeholder management. Oversee Global end to end AMK KYC Process.Customer Due Diligence, Enhanced Due Diligence, Risk Profiling. Reviewing and Identifying Red flags, Transactions Monitoring, Schedule Reviews including Periodic Reviews, Clients Refresh, New to Bank Onboarding, Risk Identification, Categorization, Mitigation, Disposition of Sanction and Non-Sanction alerts. Remediation, Business Decision Making, Ensure compliance of all policies and procedures. Managing different client Types. Financial & Non-Financial Crime review, Identification, Analysis, categorization, Assessment & mitigation. Managing Key SLA including Productivity, Accuracy, Availability, Utilization, Efficiency, Employee Engagement and Development, Performance Eventuation, Documentation and Grooming and Nurturing the teams. Formalization of KRA and Goals teamHiring, Onboarding, Stakeholder Management & Leadership, Global Service Delivery ManagementTraining and Development, Attendance, Shrinkage, Resource Planning, of the team in an effective and noiseless manner. Operations, Team, People, Process, stakeholders & client Management. Sound knowledge & understanding of US, UK, Canadian and Indian customer KYC policies & procedures. AML, lifecycle, Fraud, Financial Crime, Investigation, detection, Prevention & Reporting and being 1st line of defense for AMLCO/BANK/FI. Great exposure of Lexis Nexis, Google and other third-party applications used in AML process, investigation tools & techniques Show less