Solomon J Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Manage end-to-end third-party sourcing, oversight and risk governance framework for the bank’s vendors with spend of US$ 100M across categories• Manage compliance monitoring across business ensuring it is aligned to Group TPRM Policy & procedures• Ensure timely processing of risk assessments, risk acceptances, and ongoing monitoring of program compliance inline with the Group approved Vendor Management & Outsourcing policy and associated procedures• Assist the business in relationships with vendors on boarding, ongoing monitoring and exiting/ terminating• Plan, deliver and report risk assessment activity over supplier arrangements with the intent to identify measure, mitigate and report key risks• Working with Information Security, Data Governance, Data Protection, IT Risk and Resilience, Ops Resilience, Legal teams to highlight the risk and corrective action plan • Preparing MI for relevant stakeholders as per the policy and well versed with the relationship managers and ensure that the third-party data is maintained real time with the help of finance invoice reports on a monthly basis.• Drafting monthly / Annual papers to Key governance forums like Ops Risk, Vendor Management Committee and Risk Management Committee to present the key issues, risks and current and upcoming activities in progress• To attend the Monthly committee meeting which has given a exposure to different risk assessors and stakeholders• Liaison with stakeholders, department heads to complete on boarding, Ongoing and exit DD.• Managing 1000+ vendors on day-to-day basis including high risk rated to low risk rated vendors • Preparing the monthly Governance steering meeting Deck for meeting between the Management• Information Security Questionnaire issue to the existing vendors on due date and for new suppliers as part of on boarding and on-going assessment • On boarding request completing as per department service requirement

• Responsible to monitor calls/chats/ e-mails and provide feedback to specialists to deliver high quality results, and to resolving customer enquiries at the first point of contact• Conduct quality training to new trainees, and with a team• Perform root cause analysis and action plan for identified errors• Identify process improvement opportunities and projects• Conduct team huddles and refresher sessions• Interaction with clients on process updates and knowledge transfer• Perform calibration to identify Variance• Worked with Stakeholder and stabilized the new project (Sierra) in terms of quality• Was mainly involved in working on the CSAT & DSAT analysis• Reporting the Quality data to stakeholders.

Bengaluru, Karnataka, India

• Trained on Credit Card Collections in July 2014 & excelled since as a Top Performer.• Initiated in December 2014 & daily updated & maintained staff AHT, Login-in Hours, Break Adherence reports & KPI parameters onto an Excel template.• Cross Trained on Debit Card Disputes (Visa-UK) in January 2015 & worked closely with the Operations Head & other Top Management & assisted in the successful migration of the process from Manila, Philippines to the UK by acting as a BCP station at Bangalore over a year till February 2016. • Acting Team Captain & Mentoring 25+ staff for Debit Card Disputes, Credit Card Collections & Monitoring calls on a regular basis & providing feedback for process improvement & reporting to QA.• Cross Trained on Customer Support Unit (CSU) in February 2016 which involved providing urgent cash withdrawal authorization, temporary overdraft limit and refinance loan which included consolidating of existing debt into an arrangement at an affordable rate after the customer financial assessment to prevent the account from moving to collections if possible.• Executed A1NP Hygiene Monitoring for over 25+ staff for process improvement and also shared reports with the management on a daily basis.• Handling Escalation Calls for 3LOB’s (Credit Card Collections, Debit Card Dispute, CSU).• Provided information to customer on collection regulations and policies and its consequences• Profiling accounts by payment history, payment size and spending nature• Extended in Office due to Business Continuity Process Requirements & also a regular at doing Overtime in the organization.