Nilantha Perera Email & Phone Number

Sri Lanka

Key Responsibilities• Managing 24*7 Operations of a document verification process (Client Onfido).• Managing a team consists of 40+ Staffs. (conducting one-to-ones, Performance evaluations, attendance management, staff disciplinary, escalations, Staff PIPs, update and submit the staff payments to HR e.g. monthly variable pay, allowances, OT, etc.• Preparing the roster for the entire team to cover 24*7 operations (200+ staff).• Conducting daily, weekly team meetings to provide process updates & company updates.• Managing the Internal QC team (7 QC members) and drive them to control the accuracy SLA targets of the team. E.g. feedbacks, refresher training, BQ management, RCA, etc.• Coordinating with IT, Admin, HR & other support teams for staff requirements (e.g. coordinate for transport arrangements, IT asset setups, staff insurance claims, etc.) • Actively engaged with the counter side team for daily operations. (e.g. clearing volumes in the queue, assisting on staff forecasting WFM, attend client calls for set up targets and plans)

Abu Dhabi, United Arab Emirates

Helpdesk Supervisor – Serco, Middle East, Cleveland clinic Abu Dhabi Job Profile : Shift supervisor for helpdesk call center operations and managing the direct reporting staff (operators)Roles and Responsibilities:* Supervised helpdesk operations, facility related issues reported by clients & internal teams via calls & emails in Cleveland clinic and New york university in Abu Dhabi (two US projects)* Provide service oriented solutions, follow up confirmations from technical teams and clients.* Quality audits on call quality, data accuracy, Process knowledge of the operators & AHT* Drive continuous development projects to enhance the Helpdesk process and effectiveness.* Provide client advice and clarifications on equipment handling, property maintenance etc.* Share comms relates to dynamic campus & hospital environment operations to stakeholders

Sri Lanka

Lead Associate, Quality assurance – WNS Global Holdings, Sri Lanka (Nov 2014 – Apr 2016)Job Profile : Conduct transaction quality audits for AVIVA accounts payable (AP) process in Oracle financial system, reporting MI to client with root cause analysis, and corrective and preventive measures for errors found. Roles and Responsibilities:* Performed transactional quality audit for AVIVA accounts payable process in Oracle system.* Performed root cause analysis pareto, 5 why’s for errors in the process & provide corrective/preventive actions. * Handled customer complain resolution process (CCRP) & FMEA-failure modes & effects analysis document.* Prepare and present quality dashboard reports to client on daily, weekly, monthly basis. * Facilitate QA classroom trainings (Topics : process mapping toolkit & root cause analysis)

Sri Lanka

Fund Administrator – HSBC, HSS (HSBC Securities Services) HSBC, Sri Lanka (Apr 2012 – Apr 2014)Job Profile : Fund admin activities (Pricing missing prices of securities in a fund, net asset value calculation in system) for Mutual funds in Hong Kong & provide to the client to publish to the investors. Roles and Responsibilities:* Performed fund valuation in the system to generate the net asset value (NAV) of the mutual funds and publish it in the markets so that brokers, clients (Investors) can take their investment decisions accordingly.* Fund admin services, reconciliations, booking custodian, trustee, manager fees, month-end adjustments, ledger entries of mutual funds.* Use "Bloomberg" to get information about financial market, such as prices,sales history, dividends, company news, and actions.* Prepared SOP’s (standard operating procedures) of fund valuation specifics & obtained client signed off

Sri Lanka

Customer service executive – HSBC, Sri Lanka (Oct 2008 – Apr 2012)Job Profile : Accounts restraint process, (US client), accounts opening, verification, compliance as per AML act in UK, (UK Client)Roles and Responsibilities:• Investigating, assessing cases/alerts relating to potential money laundering risks in the organization &ensuring efficient identification monitoring of activities and transactions considered suspicious. • Staying current with money laundering & terrorist financing behaviors, issues, policies, regulations, criminal typologies, industry best practices, and developing trends.• Verifying accounts opening documents (identification & address verification documents), check those are complying with Anti Money Laundering regulation act in UK, handled inbound/outbound calls & complaints received from customers and branch.

Master Of Business Administration - Mba, Business Administration And Management, General

Certified Management Accountants In Sri Lanka ,Cma, Management Accountancy, Completed Operational Level

Activities and Societies: Has been awarded the Merit prize for “Business Communication”-Technician stage at the CMA Examination held.

G.C.E Advanced Level Examination 2008, Commerce, 13

Activities and Societies: • Volunteer Savings Officer for Volunteer services within the school premises to develop “Sisu Udana Savings”.

Gce Ordinary Level, Commerce, Grade 11

Activities and Societies: * Member of Commerce Society. * Member of the school Foot ball team.