Waruna Jayasinghe Email & Phone Number

Adelaide, Sa, Au

Australia

The CPST facilitate and maintain internal and external stakeholder relationships by providing technical support, coaching and driving capability uplift. Responsibilities include:• Assisting our frontline teams & Partners with queries relating to system usage and processes • Facilitating coaching conversations with customer care consultants to drive individual development and learning• Providing Level D authority underwriting referrals or facilitating Level C or above referrals.• Managing Section 58 breaches and Flood Referrals.• Supporting the customer care consultants Induction through coaching and subject matter expert technical assistance.

Australia

Claims Consultant – Small & Medium Enterprise TeamManaging the business insurance claims related to NRMA Insurance, CGU, SGIO, SGIC, Swann Insurance, WFI and Poncho Insurance (Australia). Recording the Business & Farm insurance claims in the Claim Centre platform with all the required details.▪ Advising the customer of the claim approval status during the claim lodgment process post evaluating the individual circumstances against the insurance cover of the customer.▪ Working simultaneously with multiple back office & front-end system platforms to support the customer during the claim lodgment process.▪ Co-ordinating with builders, restorers, and glaziers to arrange make safe requirements for the customers.▪ Follow up and update service providers, assessors and the customers on the status of the claims lodged and take necessary action to finalize the claim.

Sri Lanka

1. Customer Analytics & Strategy• Defining and managing Customer Lifecycle and Product lifecycle by utilizing the necessary data analytical tools.• Development of insight and analytic based ; systematic revenue enhancement program.• Responsible for delivering revenue and market share objectives which is being aligned by the senior management; by devising the right campaign to retain the existing customer base.• Formulate analytical insights into actionable use case proposals and initiate collaboration with business stakeholders through ideation to execution stage.• Responsible to perform testing based on different hypotheses to directly and indirectly impact different key performance indicators • Responsible for having the necessary expertise to translate company or departmental goals into data -based deliverables such as prediction engines, pattern detection analysis, optimization algorithms.2. Digitization & Automation• Establish and manage robust interfaces for campaign managers and other teams to sustain efficient execution and monitoring of campaigns.• Identify Innovative mechanisms /programs to improve one to one marketing campaigns in line with global benchmarks.• Develop the blue print for Omni channel personalized communication.• Closely work with cross functional teams to test propositions, concepts post launch tracks.3. Campaign Management• Monitor performance, ROI and benchmarking setting and monetizing all new digitization projects.• Conceptualize insight driven marketing communication strategies to engage specific target markets in various channels.4. Market intelligence & Data science analytics• Linking customer behavioral insights with advanced analytics to create value maximizing propositions.• Collating market intelligence on competition and devising effective counter strategies and products

Sri Lanka

• Responsible in designing customer value management strategies for multiple business units including Dialog Television, Digital Services, Digital Health, etc. • Responsible for building an eco-system for business analytics, consumer insights & business support systems (BSS) & operationalization.• Implement Predictive models for customer targeting and marketing planning.• Analyse, identify opportunities & design effective one to one segmented campaigns to the existing customer base to meet the assigned targets effectively.• Identify big data practices & digitization technologies that will enable new business and product marketing opportunities.• Conduct Test marketing and feasibility studies for potential new product launches & provide green light / recommendation for Market launches.• Explore opportunities in identifying & recovering churn customer base to sustain revenue targets.• Propose research & development initiatives in designing strategies/offers for consumers.• Develop innovative marketing capabilities to fulfil emerging consumer insights & improve one to one campaign effectiveness.• Conceptualize insight driven marketing communications strategies to engage specific target markets in various channels

Sri Lanka

Analyse, identify oppurtunities & design effective one to one and segmented campaigns to the existing customer base.Propose research & development initiatives in designing strategies/offers for consumers.Develop innovative marketing capabilities to fulfill emerging consumer insights & improve one on one campaign effectiveness.

United Kingdom

• Leading, managing, training and developing a processing team tasked with diverse duties including meeting targets and service level agreements for 3 main processes and 20 sub-processes• Processing more than 80 payments per day through Inter Branch Payments• Recalling approximately 45 payments through BACS Recall process including specially presented cheques• Coaching and managing staff performance by assigning staggered targets, giving feedback and re-enforcing positive behaviours, and preparing half year and end of year appraisals• Maintaining stakeholder relationships with internal and external parties• Leading and managing a 14-strong team processing approximately 4,500 monthly online banking enrolment applications for business and personal online banking customers for both NATWEST and RBS brands• Successfully nurturing highly sensitive stakeholder relationships in line with company objectives and communicating strategic requirements to all relevant parties• Ensuring all the processes are delivered within the service level agreement.• Playing a key role in the launch of Ulster Bank Anytime online banking for business customers; reviewing the evolving needs of the market; assisting with the implementation of a new process map; regularly reviewing problems and proactively resolving in order to improve the service delivery; successfully transferring the process to Belfast service centre with more than 100 daily customers; awarded the highest performance rating of level 5 by The RBS Group Plc

Sri Lanka

• Inspecting branches, departments and other operational units; preparing and disseminating reports within deadlines; categorising risk of exceptions and deviations used to assign branch ratings• Monitoring progress of issues highlighted by the Inspection Department / External Auditors to ensure that issues are progressed and resolved• Verifying and adhering to requirements issued by the Central Bank of Sri Lanka including “Compliance with Mandatory Banking and other Statutory Requirements” and “Risk Management Measures” • Recommending new methodology in order to improve audit techniques and improve efficiency and standards of operational areas• Ensuring that required transactions-based audit in relevant Departments / Branches is implemented and extend to cover overseas branches and local branches• Investigating potential areas of fraud or other misdemeanours• Preparing and disseminating summary of branch performances and internal audit observations to the Board Audit Committee• Creating and disseminating annual Internal and External Audit plans

Sri Lanka

• Successfully creating and implementing marketing initiatives to expand business and increase revenue from portfolio clients and market borrowing / non-borrowing clients • Negotiating pricing, security, and prepared credit proposals for management approval• Managing portfolio risks by making annual reviews, call cycles, liaising with delinquent borrowers, negotiating settlements and implementing recovery plans; initiating and implementing loan recoveries on monthly basis and chasing up loans with unsatisfactory repayments • Preparing business plans, business/expenses budgets and management reports • Coaching and motivating multi-disciplinary colleagues in order to achieve peak performance• Maintaining and communicating statistics to the credit officer for use in the evaluation of credit proposals• Processing approval documents for use by management • Preparing monthly status of loan portfolio for use by the credit officer and management• Carrying out ad hoc administrative and back office duties including handling cash, front office functions including foreign currency transactions, accounts administration and experience of “Online Real time” branch banking environment

Professional Diploma In Marketing., Marketing

Gce Advanced Level, Art & Economics

Activities and Societies: Represented English & Sinhala Debate Teams and chaired the literary associations.