Dumith Pushpakumara Matharage 🏳️‍🌈

Experience

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  Nations Trust Bank PLC

  Apr 2008 - Oct 2010

  Banking Associate

  ▪ Positioned as a Front Liner handling Cash Transactions at the branch.▪ Operations at the Lower Counter/Inner circle counter which included the opening and closing ofbank accounts, non-cash transactions, the transfer and handling of loan documentations, etc.▪ Attended to customer inquiries on all types of banking facilities.▪ Handled special customer segments and assisted them with their quarries.

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  WNS

  Mar 2011 - Dec 2011

  Account Associate

  ▪ Responsible for preparation of high-level cost analysis reports to the top management of AvivaPLC-UK.▪ Maintained expense databases and reporting payroll expenses to the cost centre managers.▪ Reconciled Inter-company accounts.▪ Created cost pivots and regularly updated them.▪ Coordinated with on-shore and off-shore business partners for finance related quarries.▪ Met ISO quality standards in customer relations/operations.

• 

  National Development Bank PLC (NDB)

  Dec 2011 - Aug 2016

  Junior Executive- Alternate Channels Department▪ Successfully provided Management Information to COO,VP and AVP Retail of Mobile BankingServices during the phase-I project of the bank. I was responsible for reporting the number ofMobile Banking users, progress of the project, identifying trends of the application usage,identifying the users and demo graphics etc:▪ Successfully assisted clients, employees to enroll for Mobile Banking application via tele phonecalls, emails etc:▪ Responsible for Management information of Debit Cards, Credit Cards and Online Banking andBranchless Banking of the Bank.Junior Executive - IT Stratergy and Business Development Department▪ Successfully assisted Mobile Banking imitation team of the bank in terms of research of competitorMobile Banking applications, User Acceptance testing (UAT) and other related work.▪ Assisted Cards department to manage online banking registrations, online banking related inquiries/amendments and etc:▪ Currently engaging in System Initial Testing (SIT) for Mobile Banking application of the Bank.▪ Successfully completed an one month project at Bank's Card Operations with regard to reconcilingaccounts relating to Credit Cards Debit Cards and Online Banking.▪ Responsible for Management MIS of Debit Cards, Credit Cards and Online Banking of the Bank. Show less Cards Business and Card Operations▪ Responsible for preparation of management information related to Debit Cards, Credit Cards, andInternet Banking portfolios of the bank to the internal stake holders.▪ Prepared and consolidated the Bank's on-going promotional information to the HigherManagement. (MIS Details related to Banks Card and Online Banking Portfolios).▪ Served as a mediator between the Bank's IT department and the Bank's Business department.▪ Engaged in UAT (User Acceptance Testing) for the Bank's core system T24 (Temenos-24).(Branchless Banking and Islamic Banking Projects)▪ Actively participated in the completion of the Branchless Banking System for the Bank. Thisincluded UAT (User acceptance testing), preparation of management information to highermanagement and the Central Bank of Sri Lanka. Prepared presentations of Excel data sheets anddeveloped training sessions for the benefit of branch staff on utilizing the system.▪ Successfully completed the UAT (User acceptance testing) for Islamic Banking of the company.Retail Banking (Dec 2011 - Aug 2013)▪ Positioned as a Front Liner handling Cash Transactions for customers.▪ Operations at the Customer Service counter which include opening and closing of bank accounts,non-cash transactions, transfers and handling of loan documentations, etc.▪ Managed Customer inquiries in all banking transactions.▪ Assisted the Branch Head in maintaining the service standards set by the management.▪ Assisted the branch team in administrative/promotional affairs to support business goals of thebranch. Show less

  • Junior Executive

    Apr 2015 - Aug 2016

  • Senior Banking Associate

    Dec 2011 - Apr 2015
• 

  Wise

  May 2017 - Apr 2022

  Currently taking care of the Wise Debit Card Customer Support Team in the EMEA region.

  • Senior Team Lead- Compliance and Verification teams

    Nov 2021 - Apr 2022

  • Senior Team Lead- Compliance, Verification, Edit Transfer and Transfer Status Teams.

    May 2021 - Nov 2021

  • Customer Support Team Lead for Wise Debit Card

    Mar 2021 - May 2021

  • Customer Support Team Lead for CS Compliance Team

    Mar 2020 - Feb 2021

  • Customer Support Team Lead for Status of this transfer group

    Apr 2019 - Feb 2020

  • Customer Service Associate

    May 2017 - Mar 2019
• 

  Wise

  Jul 2022 - now

  Strategic BI Leadership: I craft and implement BI strategies that integrate seamlessly with corporate objectives, leveraging data to drive business success.Innovation in BI: I lead the integration of BI technologies and reports, improving efficiency and gaining competitive advantages.Team Leadership: I manage diverse BI teams, fostering a culture of excellence and continuous improvement.Stakeholder Collaboration: I work closely with senior management to ensure BI insights are actionable and influence strategic directions.Performance Management: I set and monitor key performance indicators, adjusting strategies to maximize outcomes.🌟 Impact:Under my leadership, my teams have consistently exceeded performance goals through innovative strategies and precise execution. I have been instrumental in transforming BI from a supportive function to a core, strategic pillar of the organization, delivering data-driven success stories.💬 Connect with Me:I am always eager to connect with fellow data enthusiasts and business leaders to discuss the latest in BI technologies and strategies. Let's link up to explore potential synergies! Show less I'm currently building a Customer Service Reporting Team at Wise. We have established new agent performance metrics that could easily be influenced by agents in CS operations. Giving us the autonomy to help our customers better.Create, manage and standardise central reporting in Customer Service Operations, which is going to help us to venture into outsourcing. Create and manage both internal and external (vendors, outsourcing teams) reporting needs and day-to-day operations. Currently working towards having comparable data of agent performance both internally and externally with the customer service operations to compare data internally and with outsourcing teams.Our team is also responsible for creating new and updating reports for agents, team leads and senior leadership and delivering ad hoc reports and data requests on time for planning and projects. Currently, raising influence in data back decision-making in CS operations for 1300 employees internally and 130+ leadership team internally. Established internal service queues for reporting requests and consistently met the customer satisfaction score of 4.5 out of 5. (2 out of 3 months for this year, 2023). Working in the 2nd quarter to expand our team's services to support outsourcing leads in CS operations. Show less

  • The Global Business Intelligence Lead

    May 2024 - now

  • Customer Service Reporting Lead

    Feb 2023 - May 2024

  • Customer Service Project Manager

    Jul 2022 - Apr 2023