Team Leader Operations FX International Payments Australia & New Zealand at American Express

Operations & Risk Management- Setting up Dashboards to monitor and control operations performance as per set targets.- Monitor team’s performance & assist them in performing in-depth Research & Reconciliations and clearance of Aged Receivables to minimize Write-Off.- Manage & execute quarterly write off cycle for Prepaid Business & ensuring numbers are reported in line with Oracle General Ledger.Process Management- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.- Preparing MIS reports (using Excel, CRM tool like Sales force) with a view to apprise senior management of the process operations and assist in critical decision-making process. Quality & Compliance- Establishing baselines for Operations quarterly to check if there have been considerable improvements achieved or to take corrective actions for any deviations or variations.- Conducting Audits of account reconciliation performed by team for compliance as per SOX guidelines.- Analyze the current trends and compare them with the past trend to minimize the risk.- Ensure Business Partners account tally with American Express Records by performing regular checks & reconciliation for JAPA and EMEA Accounts (Banks, Post office, Money Changers etc.).People Management- Lead a team of 16 Team Members for Global Prepaid Operations. - Creating and fostering healthy environment which facilitates team members to perform well to achieve organizational goals. - Conducting team performance reviews & encourage high performers to take additional responsibilities which eventually helped them in enhancing their horizon, lateral movement & promotions.

- Responsible for carrying out extensive research on the financial prepaid instrument of the company for EMEA Markets.- Handled day to day operations of account reconciliation, problem resolution, and provide customer service to Business Partners like Travelex, Thomson – TUI, Royal Bank of Scotland and HBOS – Lloyds Banking Group etc. Follow up with key linkages & the sellers to collect the funds due to American Express & resolve the exceptions- Recognizing, encouraging, enhancing and sharing quality best practices within assigned project across teams.

- Analyzing marketing survey project for ABN AMRO Bank - Synchronize customer feedback and identify key areas of improvement of customer’s experience with the bank & assisted Operations Manager in providing feedback for process improvement.