Hi, I’m
Jayachandran S Pillai
Operations Management Professional – Banking & Finance Sector
Chennai,TN
Summary
Results-oriented management professional with history of leading teams to achieve high standards and impactful results. Expertise includes end-to-end Card Operations, Reconciliation, and Dispute Management for ATM and debit/credit card transactions. Currently serving as Group Manager - Operations at WNS Global Services Pvt. Ltd., driving efficiency and results in high-stakes environments.
Overview
16
years of professional experience
4
Languages
Work History
WNS Global Services Pvt Ltd
Group Manager
09.2020 - Current
Job overview
- Handles the dispute management process for ATM, issuing, and acquiring transactions with MasterCard, Visa, and the Central Bank.
- Manages fraud and non-fraud disputes.
- Managing end-to-end issuing and acquiring Card Operations business, which includes primary card issuance, supplementary/prepaid card issuance, maintenance, write-off, standing instruction, card closure, merchant onboarding, maintenance, settlement, refunds, and off-boarding.
- Manage reconciliation for First Abu Dhabi Bank, including Nostro, internal accounts, Switch, and schemes reconciliation.
- Ensuring 100% accuracy in all processes, with strict adherence to SLAs.
- Achieved ISO 9001 certification for reconciliation and card operations, without any observations.
- Collaborated with transformation teams to automate reconciliation workflows, voucher creation tools, and create macros, and reduced manual effort by 25%.
- Conducted risk assessments and collaborated with transformation teams to identify and work on all automation opportunities.
- Managed a team of 118 members with structured performance reviews, training, and recognition programs.
Financial Software & Systems Pvt Ltd
Manager - Operations
10.2018 - 09.2020
Job overview
- Implemented dispute-handling processes for Bank of Baroda’s debit card operations, along with reconciliation.
- Analyzed fraud data from aggregators such as NPCI, VISA, and MasterCard to mitigate risks.
- Represented the bank in strategic meetings with NPCI, VISA, and MasterCard.
- Conducted ATM and BNA cash tally to ensure accurate cash management.
- Prepared and submitted weekly, monthly, and quarterly MIS reports to the bank and the RBI for oversight.
- Maintained satisfactory audit ratings by strictly adhering to established processes and guidelines.
- Managed a team of 62 members to ensure comprehensive reconciliation of various transaction types.
- Oversaw team functions, including manpower planning, target setting, rewards recognition, absenteeism monitoring, and attrition management.
Yeldi Softcom Pvt Ltd
Assistant Manager - Operations
09.2015 - 09.2018
Job overview
- Implemented daily transaction reconciliation with escrow accounts and merchant settlements.
- Monitored and efficiently resolved customer disputes related to prepaid cards.
- Compiled comprehensive Management Information Systems (MIS) reports to support decision-making processes.
- Oversaw process performance, identified improvement opportunities, and implemented solutions to enhance customer satisfaction.
- Managed inventory for Blank Cards and MPOS terminals, including order maintenance and liquidation processes.
- Conducted merchant KYC verification, and facilitated onboarding and promotional communications.
- Performed regular process reviews to ensure compliance with organizational guidelines and standards.
- Assessed training needs and developed programs to improve operational efficiency, aligned with corporate goals.
Amtex Systems
Senior Executive – Client Support
09.2011 - 08.2014
Job overview
- Resolved client and vendor complaints through effective escalation management.
- Followed up on outstanding invoices to secure timely payments from clients.
- Processed invoices promptly upon receipt of payments to ensure accuracy.
- Released payments to vendors to maintain strong business relationships.
- Maintained comprehensive records of open invoices and received payments.
TCS E–Serve
Executive - Customer Support
05.2010 - 06.2011
Job overview
- Authenticated wire transfers for Citibank customers across North America.
- Validated customer eligibility for new offers to enhance service.
- Investigated and resolved account-related inquiries and complaints from customers.
- Set up and maintained various programs offered to cardholders.
- Coordinated 'Do Not Call' service for all Citibank credit card holders in North America.
- Prepared daily, weekly, and monthly reports for performance tracking.
Education
DDCE, Utkal UniversityBhubaneswar
MBA
05.2009
DDCE, Utkal UniversityBhubaneswar
Bachelor of Commerce (B. Com) from Commerce
03.2007
Skills
Operations Management
Dispute Management (Visa Master, Central Bank, NPCI, ATM)
End-to-end Card Issuing and Card Acquiring Process knowledge
Reconciliation (ATM, Switch, Nostro, Schemes, Internal GL, Cards)
Process Risk Management
Timeline
Group Manager
WNS Global Services Pvt Ltd
09.2020 - Current
Manager - Operations
Financial Software & Systems Pvt Ltd
10.2018 - 09.2020
Assistant Manager - Operations
Yeldi Softcom Pvt Ltd
09.2015 - 09.2018
Senior Executive – Client Support
Amtex Systems
09.2011 - 08.2014
Executive - Customer Support
TCS E–Serve
05.2010 - 06.2011
DDCE, Utkal University
MBA
DDCE, Utkal University
Bachelor of Commerce (B. Com) from Commerce