Bharathy Ganapathy Manvattira

Key Responsibilities -

• Conducted regular meetings with senior stakeholders, including heads of Commercial Banking UAE, Business, Legal, Digital Business Services, Operational Risk, and Senior Managers from risk functions (Regulatory Compliance, Fraud Risk, Financial Crime Risk) across 7 countries (such as Algeria, Bahrain, U.A.E, Qatar).
• Conducted and oversaw interrogations, briefings and debriefings.
• Prepared and delivered credit & fraud related operational loss investigative reports and briefings.
• Collaboratively conducted root cause analysis, appraised them of key events, and indicated relevant remediation actions
• Initiated and participated in creation of Non-Library control for fraud-related incidents in UAE, addressing root causes like macroeconomic conditions that prevailed in the region.
• Conducted multiple remediation exercises, including Related Party Remediation and review of Account Dormancy processes, to reduce Fraud Risk
• Assisted in risk reporting, analyzed prevailing fraud trends, collaborated with stakeholders and actively participated in policy review to propose local policy amendments aligned with emerging risks, proactively eliminating identified risks
• Ensured endorsement from risk managers and group heads
• Coordinated with Global and regional teams to gather and evaluate issues, actions, and incident reports, applying best practices to assess severity of each risk and its potential consequences.Subsequently processes were reviewed amended to suit the local requirements in consultation with the control managers.
• Successfully authored ~20+ Risk Assessments per year, covering Fraud Risk, Credit Risk ,Regulatory Compliance Risk, and Cyber risk (far exceeding department's mean by 148%)
• Rapidly delivered high-quality assessments (including completing in-depth COVID-19 associated risk assessments )
• Managed comprehensive incident management processes, including end-to-end recording, root cause analysis, and stakeholder meetings, to remediate process gaps for all identified risk
• Served as SOX (Sarbanes-Oxley) process champion for Chief Control Office in commercial banking .Facilitated risk owner in signing bi-annual SOX certifications for group (UAE), overseeing efficacy of SOX controls, and coordinating with offshore Middle East & Turkey SOX leads and onshore support functions to ensure effective functioning of controls
• Acted as Deputy Business Information & Risk Officer (BIRO), providing support to line of business through qualitative and quantitative inquiry to prevent repeated data breaches from same sources (cyber incident management)

Key Achievements/Projects

• Celebrated as 'Role Model’ in Behavioral Assessment for 2018 and 2019 as ‘Strong' Performer’ in 2020
• Uncovered gap in critical process left unidentified for 10+ years resulting in cleanup process and remediation exercise of IBOR linked system error ( Inter Bank offer Rate) thus helping in avoiding regulatory fines .
• Proactively oversaw and managed Associated Person work stream in 2018 (part of Anti Bribery transformation project).Led Anti Bribery & Corruption (AB & C) exercise.

Languages

• English
• Hindi
• Kannada
• Kodava Tak
• Malayalam

Skills:

• Leadership ,Project management Collaboration ,Thought leadership ,Agility, adaptability, flexibility ,Problem solving ,Time management ,Incident management Risk assessment and mitigation ,Sales management ,Customer service Stakeholder management ,Operations strategy and management
• Verbal and written communication skills.
• Cross-functional and inter-departmental experience in various teams helped develop connections with other functions that aided in this role

• Managed branch vault and cash supply to keep appropriate level of currency on hand
• Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch
• Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions
• Organized schedules to adequately cover routine business demands as well as special periods of high demand such as between 10 Am to 1 PM on weekdays.
• Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction
• Coached staff to improve efficiency and revenue with more effective procedures and approaches
• Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs
• Trained staff in bank products, operations procedures and successful sales strategies
• Analyzed business processes to identify cost savings and operational efficiencies
• Complied with established internal controls and policies
• Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations

Outline

• Expertly assisted walk-in customers in crafting car loan applications, conducted requisite credit checks and obtained approvals for both Car dealers / Customers in order to drive further business to organization, and monitored payments to dealers for approved loans
• Supervised and empowered ~42 staff as Manager to drive greater team collaboration, employee satisfaction, and operations performance
• Accomplished multiple tasks within established timeframes
• Developed and maintained relationships with customers through account development
• Maximized performance by monitoring daily activities and mentoring team members
• Cross-trained existing employees to maximize team agility and performance
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions

Outline

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Advised and supported customers with Corporate or retail credit cards to maximize retention
• Established and maintained superb client relationships to enhance new business opportunities and optimize satisfaction and effectively resolved customer concerns through coordination with head office.