JAYDEEP SHANKAR
Senior Specialist Middle Office Payment Operations (Client Services Account Management)
Bengaluru,KA
Summary
Senior Specialist – Account Management
Experienced Senior Specialist in Account Management with expertise in managing TriNet account management operations for U.S. retirement record-keeping services. Skilled in handling email assignment, quality control (QC), plan terminations, compliance reporting, client follow-ups, and SLA-driven service request resolution across EASY, CSAS, CIRRUS, ASC, and PSC platforms.
Proficient in triage management, shared mailbox administration, daily production reporting, and maintaining accurate production trackers. Experienced in collaborating with onshore and global teams, providing lead coverage, and ensuring seamless operational continuity while consistently meeting quality and productivity goals.
Recognized for strong analytical and problem-solving abilities, excellent communication skills, and a commitment to continuous learning. Adept at improving operational efficiency, ensuring regulatory compliance, and delivering exceptional client service. Dedicated to contributing to organizational success by driving process excellence, supporting cross-functional teams, and embracing new challenges with professionalism and enthusiasm.
Overview
2
2
Languages
1
1
Certification
13
13
years of professional experience
8
8
years of post-secondary education
Work History
Senior Specialist -Account Management
Empower Financials
11.2022 - Current
- Nov 2022 - Till Date
- Senior Specialist -Account Management
- Empower Financials
- (Account Management - TriNet Process)
- Handling Account Management TriNet process for U.S.Retirement Record KeepingServices for belowmentionedprocesses:
- Account Management (Trinet)
- Proficient in Email Assignment, Email Filing, QC, Termination Request, PSC & ASC related Request, Email Request, Compliance Reports, 402G Excess Contribution Refund, Triage Request, Client Follow Up Activities & Service Requests etc.
- Proficient in To Do List Client Follow Up activities such as 402g excess refund, PSC Contact Change, LOA, Loan Ream, SSN Corrections, Plan to Plan Transfers, Document Request, Safe Harbor Rejections, Money types, address change, Email change, Name change, Beneficiary confirmation, Proof of Termination, Pending to do list approvals, Fraud Review, Participant SSNConfirmation, Vesting Research, SSN Research, Deferral Research, Plan to Plan Transfer, Disbursement & cash hold changes, Adding Bulletins & Employment Status changes etc.
- Proficient in submitting requests through Triage.
- Proficient in performing research or anytasks in EASY, CSAS, CIRRUS, ASC, PSC etc.
- Proficient in Email Management which includes timely addressal of TriNet Select & 401K mailbox on daily basis.
- Proficient in handling service requests & client follow up activities.
- Proficient in generating daily, weekly & monthly reports.
- Proficient in sending the status reports and updating the production trackers to the manager.
- Proficient in completing any given task within SLA.
- Proficient in handling global & onshore team queries.
- Proficient in interacting with onshore partners.
- Proficient in managing the team in absence of lead.
- Proficient in handling client side queries & escalations.
Senior Analyst
VFISLK
07.2021 - 10.2022
- Jul 2021 - Oct 2022
- Senior Analyst
- VFISLK
- (Reporting to Match Accounting Operations - Money In Process)
- Handling MONEY IN & REPORTING TO MATCH ACCOUNTING process for U.S.Retirement Record-Keeping Services for belowmentioned processes:
- REPORTING TO MATCH (ACCOUNTS RECEIVABLE OPERATIONS):
- Proficient in matching General Ledger account receivable DEBIT & CREDIT transactions on daily basis.
- Proficient in reviewing & matching the Positive & Negative transactions within TAT of 24 hours.
- Proficient in working with other teams to resolve the issues with unascertained funding issues.
- Proficient in handling accounting transaction (debit) write off & refunds.
- Proficient in Statistical, Financial, Pivot, Text, Lookup, Logical & Date & time, Bar charts & Graph functions on Excel.
- Proficient in running reports in SQL.
- Handling admin emails & queries.
- Proficient in working directly with onshore team.
Specialist
Greatwest Global Solutions
07.2017 - 06.2021
- Jul 2017 - Jun 2021
- Specialist
- GREATWEST Global Solutions
- (Feedback Reporting & Cash In - Money In Process)
- JOB PROFILE - GREATWEST GLOBAL
- Handling MONEY IN & FEEDBACK REPORTING Process for U.S.Retirement Record-Keeping Services for below mentioned processes:
- FEEDBACK REPORTING:
- Proficient in analyzing the daily reports in MSExcel to ensure all files are transmitted within the requested timestamp.
- Proficient in Statistical, Financial, Text, Lookup, Logical & Date &time, Bar charts &Graph functions on Excel.
- Proficient in running the daily reports in SQL.
- Proficient in validating the Loan & Deferral Reports in MS Excel.
- Proficient in transmitting the files via PSC & MOVEIT support.
- Proficient in working directly with onshore team.
- Completion of all financial files within TAT ranging from4 hours.
- Proficient in training new associates and act as a mentor to them.
- Proficient in handling admin emails & queries.
- MONEY IN:
- Proficient in working on 401K, INST, PNP & IN02 databases.
- Proficient in working on Payroll Contributions for all databases.
- Proficient in working on Participant Rollovers, Credit invoices & Loan Events.
- Proficient in working on Keyli.riks.
- Completion of events before market close.
Team Member
SLK Global BPO
03.2016 - 06.2017
- Mar 2016 - Jun 2017
- Team Member
- SLK Global BPO
- (Payment Operations, Commercial Service Center - CSC Process)
- Handling payment operations for USclients and I am proficient in working for below mentioned processes:
- Creation and completion of SRs within TAT ranging from 30minutes to 24 hours.
- ACH & WIRE transactions details and Interest paid letter.
- Cheque copies (ODA & Returns, Wholesale & Retail Lockbox).
- Statement copies (DOA, Commercial Card and Commercial Loan).
- Auditing for DOA & Loan Accounts.
- I was responsible for "QUALITY CHECK" for my team along with regular volumes.
Assistant Event Manager
AE EVENTS
11.2013 - 03.2016
- Nov 2013 - Mar 2016
- Assistant Event Manager
- AE EVENTS
- (Event Management)
- I carry experience of contributing an event from conception to completion.
- I have experience in working for weddings, corporate events, large expos and trade shows.
- Talking to clients, listening to their needs and presenting ideas and solutions to their requirements with proper budget planning.
- Managing subordinates and planning with marketing & advertising departments.
Education
M.B.A - Marketing
08.2011 - 08.2013
B.B.M - Bangalore
08.2008 - 08.2011
P.U.C - Bangalore
08.2006 - 07.2008
SSLC -
06.2005 - 06.2006
Skills
MS OFFICE
SQL Basics
EASY
ONBASE
CSAS
CIRRUS
PSC
ASC
MOVEIT
Vulcan
Olympus
MSExcel Advanced
Triage request handling
Email management
Service request resolution
Client follow-up management
Escalation triage
Participant recordkeeping
Retirement plan administration
Contribution processing
Distribution processing
Loan processing
Rollover processing
Process documentation
Quality assurance
Compliance reporting
Production tracking
Plan document interpretation
Transaction research
Participant data corrections
ERISA compliance
Account reconciliation
Accomplishments
- Consistently achieved and exceeded daily productivity targets by processing 25+ retirement account cases per day while maintaining high accuracy and compliance with established SLAs.
- Maintained exceptional quality standards by ensuring accurate processing of retirement account transactions, minimizing errors and reducing rework.
- Successfully supervised and mentored a team of 6 associates, providing guidance, workload support, and quality oversight to improve team performance.
- Collaborated with cross-functional teams to identify and implement process improvement initiatives, enhancing operational efficiency and streamlining workflows.
- Supported lead responsibilities by managing daily work allocation, monitoring production trackers, and ensuring timely completion of critical tasks during lead absences.
- Coordinated effectively with onshore and global partners to resolve client requests, ensuring seamless service delivery and adherence to turnaround times.
- Managed shared mailboxes and triaged incoming requests, prioritizing high-impact cases to maintain service levels and improve response times.
- Contributed to compliance and quality initiatives by performing quality checks (QC) and ensuring retirement plan transactions met regulatory and internal policy requirements.
- Recognized as a dependable team member for handling complex retirement account cases, client follow-ups, and escalations with professionalism and attention to detail.
- Actively participated in continuous improvement and ideation programs, contributing innovative solutions that improved process efficiency and team productivity.
Certification
Spark Certification Completed
Interests
Travelling, Photography, playing badminton & listening to music
Languages
English
Advanced (C1)
kannada
Advanced (C1)
Timeline
Senior Specialist -Account Management - Empower Financials
11.2022 - Current
Senior Analyst - VFISLK
07.2021 - 10.2022
Specialist - Greatwest Global Solutions
07.2017 - 06.2021
Team Member - SLK Global BPO
03.2016 - 06.2017
Assistant Event Manager - AE EVENTS
11.2013 - 03.2016
Ramaiah Institute of Management Studies - M.B.A, Marketing
08.2011 - 08.2013
Seshadripuram Institute of Management Studies - B.B.M, Bangalore
08.2008 - 08.2011
Seshadripuram Composite PUCollege - P.U.C, Bangalore
08.2006 - 07.2008
Florence English High School - SSLC,
06.2005 - 06.2006