Open To Work
Gayathri Sundar
Chennai
Summary
Dynamic Fraud Prevention Manager with HDFC Bank, skilled in compliance management and team leadership. Achieved significant process improvements, enhancing operational efficiency and customer satisfaction. Expert in training development and conflict resolution, driving teams to exceed performance goals while ensuring adherence to regulatory standards. Proven ability to motivate and mentor staff for success.
Overview
21
21
years of professional experience
Work History
Fraud Prevention Manager
HDFC Bank
Chennai
11.2022 - 05.2023
- Executed comprehensive reviews of SOPs for bank products and services, implementing necessary adjustments regionally.
- Generated timely MIS reports reflecting recent regulatory changes for compliance adherence.
- Facilitated training for regional teams to drive effective implementation of new processes.
- Oversaw dispute management for priority desk operations related to payment business transactions.
- Handled COPs Notices with precision to support compliance efforts.
- Collaborated within Credit Intelligence and Control team focused on Payment Business Dispute Management.
- Drove team motivation towards achieving organizational objectives and personal performance goals.
Senior Manager
HDFC Bank
Chennai
08.2019 - 10.2022
- Led team in delivering exceptional customer service across banking operations.
- Managed daily operations, ensuring compliance with banking regulations.
- Developed training programs for staff to enhance product knowledge and customer engagement.
- Coordinated marketing initiatives to promote financial products and services effectively.
- Implemented process improvements to streamline operations and reduce turnaround times.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Monitored staff performance and addressed issues.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Provided leadership during times of organizational change or crisis situations.
- Trained employees on additional job positions to maintain coverage of roles.
- Coached, mentored and trained team members in order to improve their job performance.
- Recruited and hired qualified candidates to fill open positions.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Led a team of 20+ employees, ensuring high productivity and excellent customer service.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Team Manager
HDFC Bank
10.2012 - 06.2015
- Coordinated staff training programs to improve product knowledge and skills.
- Supervised performance evaluations to identify areas for employee development.
- Implemented process improvements to streamline workflow and reduce delays.
- Facilitated communication between departments to enhance collaboration and support.
- Resolved customer inquiries and complaints to maintain high satisfaction levels.
- Motivated team members to consistently achieve or exceed performance expectations.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Coached team for success by using corrective action processes.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Reviewed candidate resumes and scheduled and interviewed potential new hires.
- Conducted root causes analysis to develop corrective action plans.
- Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
- Implemented customer feedback mechanisms, leading to an improvement in client satisfaction scores.
- Managed remote teams effectively, using virtual communication tools to maintain engagement and productivity.
- Recognized and rewarded team and individual achievements, boosting morale and motivation.
- Provided regular reports to senior management on team performance, challenges, and strategic recommendations.
Quality Associate Deputy Manager
HDFC Bank
Chennai
05.2008 - 09.2012
- Ensured compliance with quality standards in banking operations.
- Conducted audits of customer service processes and documentation.
- Collaborated with teams to improve service delivery and client satisfaction.
- Reviewed transaction reports for accuracy and adherence to policies.
- Developed training materials for staff on quality assurance practices.
- Identified areas for process improvement within operational workflows.
- Assisted in implementing new quality control measures across departments.
- Coordinated feedback sessions to address quality concerns with stakeholders.
- Performed detailed inspections of product to ensure quality standards were met.
- Provided training on proper quality control techniques to other staff members.
- Investigated customer complaints related to product quality and took corrective action as needed.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Participated in external audits and regulatory inspections, providing necessary documentation and support.
- Managed customer complaints, coordinating investigations, and ensuring effective resolutions.
- Monitored compliance with regulatory requirements across banking functions.
- Evaluated individual and team business performance and identified opportunities for improvement.
Financial Analyst/Process Lead
Office Tiger Database Systems India Private Limited
06.2005 - 05.2008
- Managing a team of eight handling US clients in Mutual fund reconciliation activity.
- Identified discrepancies in financial data and recommended corrective actions to resolve them.
- Analyzed and reconciled complex financial transactions for accuracy and compliance.
- Collaborated with cross-functional teams to resolve discrepancies in financial records.
- Managed daily reconciliation processes using advanced accounting software tools.
- Monitored account balances and identified anomalies for immediate investigation.
- Developed reports summarizing reconciliation activities for management review and decision-making.
- Investigated any discrepancies or irregularities identified during the reconciliation process.
- Tracked progress of open items and followed up with appropriate parties when necessary.
- Identified opportunities for process improvement within the reconciliation department.
- Conducted extensive research into customer accounts as needed to resolve outstanding issues.
- Provided support in responding to inquiries from internal departments regarding account balances or transaction details.
Junior Officer
ADFC Pvt Ltd (Associate company of HDFC Bank)
Chennai
03.2002 - 06.2005
- Processed account applications and verified documentation for accuracy.
- Maintained accurate records of transactions using internal software systems.
- Ensured compliance with regulatory requirements in all operational activities.
- Facilitated communication between departments to support customer service initiatives.
- Managed customer service inquiries, complaints, escalations.
- Performed administrative duties such as filing, data entry and document preparation.
- Utilized problem-solving skills to resolve complex issues quickly.
- Supported daily operations by assisting customers.
- Worked closely with executives to complete ad hoc projects.
Education
MBA - Finance
Pondicherry University- DDE
01-2006
Masters in Financial Management -
Pondicherry University
01-2004
B A - Corporate Secretaryship
Anna Adarsh College For Women
01-2001
Skills
- Team Management
- Compliance management
- Customer Service
- Time management
- Product and Process Expert
- Conflict resolution
- Coaching and mentoring
- Problem Solving
- Process improvement
- Team leadership
- Dispute resolution
- Training development
- Performance monitoring
- Quality assurance
- Effective communication
- Recruiting and interviewing
- Risk management
- Cross-functional team management
- Customer relationship management (CRM)
Languages
- English
- Tamil
Hobbies and Interests
- Reading
- Traveling
- Singing
- Listening to music
Awards And Accolades
- Best Team Manager
- Best Team
- Best Quality Associate
Personal Information
- Age: 44
- Husband's Name: Mr. Sundareswaran G S
- Date of Birth: 01/04/81
Timeline
Fraud Prevention Manager
HDFC Bank
11.2022 - 05.2023
Senior Manager
HDFC Bank
08.2019 - 10.2022
Team Manager
HDFC Bank
10.2012 - 06.2015
Quality Associate Deputy Manager
HDFC Bank
05.2008 - 09.2012
Financial Analyst/Process Lead
Office Tiger Database Systems India Private Limited
06.2005 - 05.2008
Junior Officer
ADFC Pvt Ltd (Associate company of HDFC Bank)
03.2002 - 06.2005
MBA - Finance
Pondicherry University- DDE
Masters in Financial Management -
Pondicherry University
B A - Corporate Secretaryship
Anna Adarsh College For Women