- Oversaw and managed new customer onboarding exception cases encompassing Blacklists, Sanctions, Global Exit Watchlists, Politically Exposed Persons (PEPs), Special Category Customers (SCCs), and Fraud.- Ensured transparent communication with internal and external stakeholders, fostering close collaboration with diverse business partners to enhance client experience.- Engaged in inbound and Outbound call management for the efficient setup of various personal banking products ranging from deposit accounts, credit cards, personal loans and general insurance.- Ensured that all KPIs were met and SLAs are adhered to.- Assumed additional duties and projects including: becoming the joint interim team manager, SME for home loan rate evaluations, official training of new incoming team members, contributing to process improvements and the formulation of new training material.