• Led a global team of 20 SME responsible for managing end-to-end KYC processes for individual and corporate clients.• Responsible to perform CDD.• Preparing presentations and trends identified for reporting to the senior management• Presenting the weekly business report to the client and management.• Identifying additional metrics to be included in reporting packages.• Uphold the compliance risk-based framework by identifying and assessing the effectiveness of controls in… Show more • Led a global team of 20 SME responsible for managing end-to-end KYC processes for individual and corporate clients.• Responsible to perform CDD.• Preparing presentations and trends identified for reporting to the senior management• Presenting the weekly business report to the client and management.• Identifying additional metrics to be included in reporting packages.• Uphold the compliance risk-based framework by identifying and assessing the effectiveness of controls in place and wherever necessary, develop actions plans to address control deficiencies or gaps identified.• Communicate Daily updates to Senior Management, Key Stake Holders and Client on the status of Client's KYC records.• Discuss and escalate any complex issues surrounding client types, structures and Customer Identification Procedures (CIP) requirements with quality Assurance team.• Updating the team with all the latest updates regarding process and product changes.• Conduct the screening for all customers and their related party to check any negative Hits, PEP and sanction related hits with using the tools like World check, Lexis-Nexis, and RDC.• Reviewing and generating KYC/AML documents, MIS & remediation reports, legal documents as per the guidelines/standards & bank policies.• Assessing low/medium/high-risk negative information as per the bank policies. Show less

Handling a team of 8 new joinnee.Process Knowledge for various types of refunds including RMA, PayPal, and GooglePlay (NAM/APJ)Data Analysis to reduce fulfillment cost, improve efficiency and customer experience.Supporting team resolving missing credit report and score issues. (Equifax/TansUnion/Experian)Well versed working with tools SFDC/Jira/Confluence/RTBF/Optimus/Encore (Billing tool).Documenting and Map all process improvement in SOP’s and ensuring compliance to… Show more Handling a team of 8 new joinnee.Process Knowledge for various types of refunds including RMA, PayPal, and GooglePlay (NAM/APJ)Data Analysis to reduce fulfillment cost, improve efficiency and customer experience.Supporting team resolving missing credit report and score issues. (Equifax/TansUnion/Experian)Well versed working with tools SFDC/Jira/Confluence/RTBF/Optimus/Encore (Billing tool).Documenting and Map all process improvement in SOP’s and ensuring compliance to SOPIdentifying all the risk related to process and creating the tickets. Extracting daily/weekly/monthly data and performing data analysis and put in the reports.Liaison with Support Experience, QA, Vendor for the effective customer experience.Helping Engineering team with the new issues with the service issue.Conducting Process and Product Training for the new members in team.Developing the New Training Modules for the Pilot Process. Performing QA for the New HiresPerforming QA for the team, giving coaching to associate who failed to meet the SLA.Performing all the UAT.Handling Customer queries.Research and Analysis on LexisNexis Needs Assessments Show less

- Actively involved in Training and Course Development Team with the client side (Mercedez Benz Pvt Ltd) - Conducting training for New Hire batch.- Plan, develop, and implement refresher training programs.- Conducting the Sales and After sales process training.- Supporting the SIEBEL support team when not in training.- Helping the Development team for doing analysis and testing of the application- Uploading the new releases notes and Updating the Modules

Actively involved in Training and Course Development Team Conducting training for New Hire batch.Conducting Process and Product Update training for Floor Associates.Plan, develop, and implement refresher training programs for the on floor associates.Generating weekly & monthly performance reports to study agents need and provide appropriate training for bottom line performersAnalyzing Customer satisfaction surveys responded by customers to identify the training… Show more Actively involved in Training and Course Development Team Conducting training for New Hire batch.Conducting Process and Product Update training for Floor Associates.Plan, develop, and implement refresher training programs for the on floor associates.Generating weekly & monthly performance reports to study agents need and provide appropriate training for bottom line performersAnalyzing Customer satisfaction surveys responded by customers to identify the training need areasPreparing, participating and presenting Training related slides in the Quarterly Business review with clientsConducting online tests to analyze the understanding of the update and provide the action planCo-ordinating with the technology and software development team within the organization for the new developments beneficial for the programFinding the areas of improvement in the monitoring form which will improve the overall quality of customer service and improve customer satisfaction Show less

Actively involved in UBS HK RTB Team (Asia Pacific) Account creation for both Equity and Fixed Income Preparing Power point presentations in the team regarding Process Knowledge.Auditing and maintaining the quality report for the entire team