Jithin Ramanan
Coimbatore
Summary
I am actively pursuing a leadership role in a dynamic organization where I can apply my distinctive blend of creativity and innovation in problem-solving, strategic insight, and adept relationship management. My goal is to further my professional development in a manner that is mutually beneficial, ensuring that my contributions not only advance my own career aspirations but also drive the organization's objectives forward. Dynamic leader eager to join your team, bringing a proven track record of creative problem-solving, strategic leadership, and exceptional relationship management to drive mutual growth and success.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE & OPERATIONS DELIVERY MANAGER
Natwest Digital Services India Private Limited
Chennai
11.2020 - Current
- Directed a team of 24 Analysts and Senior Analysts in a high-pressure mortgage banking sector, currently overseeing Natwest Customers' Product Switch & Payments processes
- Temporarily managed Customer Maintenance and Change of Address procedures, accredited as a ControlIQ Champion to ensure accurate data flow
- Led strategic onshore operations, maintaining uninterrupted service delivery
- Advocated for diversity as a Lean In Circle inclusivity promoter
- Managed complete mortgage banking workflows, consistently meeting Service Level Agreements (SLAs)
- Orchestrated a major business transformation initiative, significantly enhancing operational efficiency
- Developed an innovative OLAF template to elevate the mortgage customer service experience.
CS&O ANALYST (TEAM LEADER) - RETAIL BANKING
NatWest
Chennai
08.2018 - 11.2020
- Spearheaded a dynamic team of 24 Analysts and Senior Analysts, driving performance and operational excellence
- Managed three comprehensive end-to-end banking processes, enhancing efficiency and accuracy in property valuation, document verification, and approval protocols
- Executed monthly Business Continuity Planning (BCP) audits, upholding stringent adherence to KYC, Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT), and Customer Identification Program (CIP) standards
- Pioneered the integration of process simplification tools, fortifying the system with robust checks and balances
- Engaged as a key contributor to the 'People Board' initiative, leveraging root cause analysis and Management Information System (MIS) reporting to inform strategic decision-making.
- Identified opportunities for process improvements across the organization.
SENIOR PROCESS ASSOCIATE
Natwest Digital Services
Chennai
06.2014 - 08.2018
- Expertly managed mortgage accounts, streamlining fund release, and property valuation processes.
- Efficiently executed fund transfers, managed monthly payments, and resolved arrears.
- Acquired cross-functional expertise in mortgage closure, overpayments, and refund procedures.
- Served as the Subject Matter Expert (SME) for account switching processes, guaranteeing smooth customer transitions.
- Performed root cause analysis on identified issues impacting customer experience or process performance.
- Onboarded new employees by providing training materials and guidance.
Education
MASTER OF BUSINESS Banking and Finance -
Bharathiyar University
Coimbatore01.2017
BACHELOR OF COMMERCE Computer Application -
Bharathiyar University
Coimbatore01.2014
Skills
- Management
- Leadership
- Anti Money Laundering
- Retail Banking
- Root Cause Analysis
- Project Management
- Stakeholder Management
- Risk Management
- Agile/Scrum Methodologies
- Problem Solving
- Incident Management
- Team Supervision
- Service Level Agreements
- Delivery Management
- Route Planning
Languages
- Tamil
- Malayalam
- English
- Hindi
Certification
- PMP - Project Management Professional
- Agile Scrum Master
- Gen AI in Quality and Project Management
Timeline
CUSTOMER SERVICE & OPERATIONS DELIVERY MANAGER
Natwest Digital Services India Private Limited
11.2020 - Current
CS&O ANALYST (TEAM LEADER) - RETAIL BANKING
NatWest
08.2018 - 11.2020
SENIOR PROCESS ASSOCIATE
Natwest Digital Services
06.2014 - 08.2018
MASTER OF BUSINESS Banking and Finance -
Bharathiyar University
BACHELOR OF COMMERCE Computer Application -
Bharathiyar University
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home optionTeam Building / Company RetreatsAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 24 staff members.
Languages
English
Native language
Tamil
Advanced (C1)
C1
Malayalam
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
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