Harshini Jega Email & Phone Number

• Collaborated with the Project Manager and IT team to develop and launch new SaaS products by gathering requirements from the stakeholders, conducting user testing, and providing feedback to the client in order to contribute to IFDS clients’ experience• Partnered with IT teams during new business project enhancements on fund transmissions, meeting all technical requirements to ensure we capture any potential risks and identifying specific scopes across teams in the US to contribute to IFDS Canada business revenue targets• Coordinated with internal teams by understanding the clients’ product and improve investor account management processes, ensuring compliance with business requirements and improving operational efficiency within the financial industry.• Engaged with the Change Management team during the transformation and conversion of internal systems, identifying software gaps and enhancing server performance to benefit while maintaining open communication for project updates to both client and the organization.• Managed ongoing initiatives across the client by creating and executing runbooks across different internal teams to streamline the procedure and expectation for each team to ensure that the project is successful.

Toronto, Ontario, Canada

• Lead the onboarding of high-profile clients with the project management and business development team to focus on the client’s expectation maintaining 100% RAG status for 90 days.• Effectively lead and oversee a team accountable for daily international transaction services, with the primary objectives of minimizing operational losses, assessing risks, improving customer experience, and monitoring key performance indicators (KPIs).• Implemented strategic initiatives towards sustainable improvement on daily tasks such as creating automated transaction reject reports to reduce workload.• Collaborated with IFDS and State Street project managers in Ireland during new SaaS onboarding and contribute to the IFDS business revenue targets and clients’ satisfactions.• Accountable for building relationships, improving procedures, and handling escalations with key clients to manage their accounts to ensure accurate financial transaction reporting within established SLAs meeting our monthly KPI targets.• Coordinated with the change-management team in improving the business applications such as DST & OMS (order management systems), teamed up in gathering the requirements and executed the project in January 2022.

Toronto, Ontario, Canada

• Acted as the main point of contact with the clients to ensure we maintain client satisfaction with resolving their account or financial transaction queries within a timely manner.• Developed and implemented customized projects and improved procedures related to operational business processes, customer service skills and technical workaround for existing global clients resulting in a 15% increase in overall process efficiency.• Proactively assumed responsibility for resolving complex client escalations on a daily basis, collaborating with cross-functional teams to ensure timely and effective solutions, resulting in a 20% decrease in client complaints and an increase in overall client satisfaction ratings.• Improved communication on the quarterly call reporting to ensure the quality standard is maintained across the team whilst conducting the training for the new hires to ensure a smooth transition into their new roles on the team.• Increased efficiency of financial reporting and reconciliations tasks by 20% by coding excel macros and eliminated unnecessary procedures

Toronto, Ontario, Canada

• Developed a positive client experience by understanding and responding to our clients’ inquiries, complete reporting, financial transaction processing and reconciliations accurately.• Improved the team’s productivity and knowledge by creating procedures while liaising with the counterparts in Ireland in order to create a standardize process

Kuala Lumpur, Malaysia

Worked meticulously using enzymes along with the refining process of crudepalm oil to reduce free fatty acid levels and moisture content with improving thequality of palm oil.Deodorized Palm Oil to ensure a low residual free fatty acid (FFA), high oxidativestability and a bland odourDeveloped new strategies in lab procedures to improve the research method foreach consumers’ following specific requirements.