Kevin Dsouza Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Responsibilities:Orchestrated change management for TS FX Operations, engaged product, operations and technology groups to ensure seamless transitions.Coordinated changes for multiple applications, catering to multiple products like AUTO CONVERT, AUTOFX, SEPA FX, BACS FX, Global Mass Pay, Cross Border Payments etc. and facilitated new business integrations.Reviewed test results, shared critical input, and monitored implementations closely both for pre settlement and post settlement operations.Managed cross-impact projects on current business applications and processes impacting a large team across 4 locations globally.Implemented Change Readiness for multiple Nostro migrations.Achievements:Led initiatives enhancing team goal achievement through strategic change management.

Mumbai, Maharashtra, India

Responsibilities:Global leadership for EMEA Investigations with a 60 member team across Mumbai and Manila.Managed high value clearing products investigations inquiries involving Domestic and Cross Border Payments, like EURO, CHAPS, AUTOFX and low value clearing products like GACH, BACS and SEPA.Oversight of breaks pertaining to Cash Management, issues pertaining to Fraud and OFAC Sanctions screening.Drove operational efficiency, inquiry reduction and client service advancement projects.Managed both internal and external audits, preparing processes for audit-readiness.Conducted independent inspections to identify and rectify process gaps.Crafted team objectives aligning with departmental goals and operational strategies.Assessed new products and their operational impact, devising successful implementation models.Reviewed and approved essential documents such as RAMP, SOP, SLA, OSA, etc.Authorized high-value payments, exceptions, write-offs, and procedural alterations.Maintained oversight of team KPIs and KRIs, ensuring consistent performance.Implemented monthly coaching and feedback sessions to enhance team performance.Fostered strong relationships with key stakeholders for improved process management.Partnered with internal teams to adopt ISO MX standards. Achievements:Instrumental in process efficiency improvements and client satisfaction enhancements

Mumbai, Maharashtra, India

Responsibilities:Led PRPC efficiency and client service enhancement projects.Executed Quality Analysis tests to maintain high-quality benchmarks and control review.Conducted monthly performance reviews, coaching, and feedback to staff.Developed training materials and checklists, ensuring new joiners' smooth onboarding.Integrated new functions such as Nostro Reconciliation, AML/Funds Transfer regulations and Charges into team operations.Managed a 40-member staff handling high-value payment inquiries for EMEA.Maintained close collaboration with donor managers, product, service, and technology groups.Facilitated changes in systems used by team like Mainframe, FTS, IPAY, IRECS and PRPC.Achievements:Significantly contributed to process enhancements and operational excellence.

Mumbai, Maharashtra, India

Responsibilities:Exercised leadership and strategic direction to the team, fostering a culture of high performance.Supervised the activity ramp-up for the EMEA MCAS team.Completed migration-related documentation and provided updates on migration to all stakeholders..Monitored daily productivity, processing volumes, and quality standards within the team.Managed a 25-member MCAS Investigations team for high-value wire transfer inquiries in EMEA.Administered key tasks like SWIFT message verification, Nostro Reconciliation and Escalation monitoring.Maintained partnership with key stakeholders like Product, EMEA Operations, Global Financial Messaging and Technology.Achievements:Provided leadership on the transfer of high-value wire transfer inquiries to the EMEA MCAS team.

Mumbai, Maharashtra, India

Responsibilities:Managed the migration of USD wire inquiries from domestic clients such as Broker Dealers and Commercial Banks.Ensured team received thorough coaching and feedback, promoting a culture of continuous improvement.Monitored daily productivity, processing volumes, and quality standards within the team.Managed the WHEM shift in Mumbai, overseeing a 25-member USD Investigations team.Completed migration-related documentation and updated stakeholders on migration status.Specialization in handling of queries pertaining to CHIPS, FED and internal settlements within JP Morgan.Maintained partnership with key stakeholders like Product, USD Operations and Technology.Achievements:Streamlined USD wire inquiry processes for domestic clients, enhancing overall efficiency.

Mumbai, Maharashtra, India

Responsibilities:Led a 9-person team, providing critical updates on KRIs and KPIs to senior management.Managed Investigations for FX deals pertaining to interbank, Corporate and Retail Client base.Special Handling of Private Banking Client inquiries. Managed escalations, monitored case aging, and ensured the resolution of Client/Bank inquiries and Nostro breaks.Performed quality checks on FX deal confirmations via MT300/FAX and online portal confirmations via Bloomberg, FXALL and Reuters..Verified SWIFT correspondence, payments, and internal write-offs to maintain accuracy and compliance.Achievements:Optimized team performance, ensuring high standards in financial investigations and compliance

Mumbai, Maharashtra, India

Workdone:Participated in the pilot batch for FX Investigations process migration from Bournemouth to Mumbai.Performed Nostro Account reconciliations, identified FX breaks, and coordinated resolutions.Monitored KPIs, ensuring exceptional levels of coordination with internal departments.Handled post-settlement discrepancies for FX trades, including manual payments and SWIFT message creation.Achievements:Pioneered the successful migration and establishment of the FX Investigations process in Mumbai.

Mumbai, Maharashtra, India

Responsibilities:Collaborated with the Quality Control team to surpass SLA and quality feedback scores.Liaised with branches and stakeholders to address and resolve client inquiries.Resolved NRI client inquiries via email and chat, focusing on remittance products.Guided clients through the online remittance initiation process, enhancing user experience.Achievements:Delivered exceptional customer service, significantly exceeding SLA and quality targets

Mumbai, Maharashtra, India

Responsibilities:Provided daily status updates and target achievements to senior management.Oversaw cheque collection and related activities, ensuring accurate and timely bank submissions.Led a 10-member team in managing Post-Dated Cheques Banking for ICICI Bank's financial products.Optimized resource planning to accommodate shifts and anticipated volume fluctuations.Achievements:Efficiently managed a large customer service team, maintaining high standards of financial processing.