Anima P P

Wholesale Payments Client Onboarding and Documentation Role:

Executed following document management works quickly and effectively.

• Collaborated with clients and client service representatives located in EMEA, APAC, and the US region to address inquiries about the banking services provided by J.P. Morgan Chase.
• Managed documentation aspects of wholesale payment client onboarding process, completing preparation and review of client documentation package for existing and new clients.
• Consistently ensured that the completion of requests was within the agreed SLA and satisfied the expectations of both the client and JP Morgan Chase.
• Regularly liaised with Service, Operations, and Implementation officers worldwide.
• Established, implemented, and refined internal policies to ensure efficiency and prompt response to demands.
• The standard operating procedures (SOPs) have been updated and published, integrating feedback from stakeholders, customers, and employees, which has resulted in clearer and more user-friendly instructions.
• Tracked customer feedback to develop business strategies and identify process enhancements for improved customer experiences.
• Oversaw and distributed staff and material resources to achieve production objectives.
• Enhanced productivity and management systems through the establishment of specific goals and the effective management of operations.
• Conducted interviews and successfully recruited strong candidates for team vacancies, utilizing referrals, job boards, and social media platforms to source applicants.
• As a member of the pioneer team at the Bangalore site for the process, provided on-site training to new joiners in Argentina.
• Engaged in the process of the quality assurance framework.
• Developed quality assurance metrics, enhancing team efficiency.
• Reviewed and recommended enhancements to quality assurance strategies.

KYC and Operations:

Handled the following functions related to client due diligence:

• Played major role in onboarding process for new Treasury Security Services clients to bank.
• Managed account opening and closing procedures for corporate clients, adhering to specific client requirements.
• Evaluated client requirements and expanded account services for corporate clients based on needs.
• Led document review process for account opening documents.
• Examined and authenticated various entity-related legal documents, including trade license, MOA, Articles of Association, COI, LLC, LP, and ownership documentations.
• Conducted regular audits on various document reviews, ensuring quality and accuracy.
• Conducted audits on monthly reports for clients, identifying and reporting any errors to internal service professionals for remediation.
• Cultivated strong business relationships with clients, resulting in increased overall experience and satisfaction.
• Collaborated with process owners to optimize procedures, implement best practices, and address quality audit findings.
• Led department training on appraising new components and implemented regular meetings to update team on changing procedures for handling top tier clients.
• Collaborated with process owners to refine procedures, devise best practices, and correct quality audit findings.

Reporting:

• Efficiently reported key metrics including day-to-day productivity, weekly/monthly decks, quality assistance report, EOD report, service level agreements (SLAs), cycle time details and individual performance to onshore partners daily.
• Generated weekly error analysis reports and forwarded them to the manager.
• Maintained up-to-date files for Executive Director and Managing Director on a weekly basis.
• Conducted weekly calls with onshore partners to ensure project stabilization.
• Executed projects for process improvements and new processes.
• Assigned and reported on OTM application tasks.
• Enhanced organizational efficiency by gathering business requirements and enhancing data models.
• Oversaw the daily activities of more than 20 employees and developed strategies to address issues, leading to an enhanced customer experience.

• Consistently met and exceeded daily and monthly production targets
• Analysis of the inventory reports, revenue reports, and maintaining the portfolio
• Coordinated efforts with foreclosure specialists and effectively managed foreclosure status
• Handled attorney and customer disputes, while also computing and examining invoices and legal bills
• To ensure two-way communication between teams and the clients to know their requirements
• Owned tasks to resolve escalations and promptly provided real-time status updates
• Demonstrated consistent adherence to productivity and quality standards determined by management