Lathika Jose

• Collaborated with other departments to provide comprehensive solutions to customers' problems.
• Resolved complex and escalated support issues.
• Supported suite of Oracle products like Flex Cube and OBPM, OBTF,OBLM
• Developed procedures and processes to improve the overall customer experience.
• Provided ongoing training to maintain productivity and effectiveness of staff.
• Provided production support to customers via phone, email, and live chat.
• Acted as the key communication point for prominent global organizations including Wells Fargo, SME, TPB, and CBE.
• Maintained audit trail and statistical records of problems and conditions reported by client.
• Provided feedback from customers that could be used for product development or marketing strategies.
• Ensured all customer inquiries were handled according to established policies and procedures.

• Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Led collaborative sessions focusing on reviewing results and addressing new priorities for both in-office and remote teams.
• Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
• Established and maintained relationships with key stakeholders to support business objectives.
• Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
• Managed crisis situations, implementing contingency plans to minimize impact on operations.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Boosted team performance and customer satisfaction, resulting in elevated NPS.
• Collaborated with external vendors to negotiate contracts that met company requirements while minimizing costs.
• Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth.
• Implemented customer service excellence standards to enhance client satisfaction and loyalty.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Utilized PIP for successful retention of underachieving staff.
• Maintained updated knowledge through continuing education and advanced training.
• Conducted testing of bugs to ensure quality and reliability.

Conducted regular performance appraisals for direct reports to provide feedback on their work performance.

Interviewed prospective employees and provided input to HR on hiring decisions.

• Managed reporting workflows for both physical branches and virtual operations globally.
• Facilitated effective coordination during all stages of regulatory audits.
• Collaborated as part of QAT team for Bangalore's BM+ project rollout.
• Worked with diverse teams to conduct in-depth investigation and assessment of established processes.
• Enhanced operational processes to ensure seamless workflows.
• Established frameworks for evaluating conformity with operational standards.
• Assessed transactional and account processes for adherence to both RBI guidelines and international compliance requirements.
• Identified and prioritized initiatives focused on process enhancement.
• Delivered ad hoc analysis and reports upon request for PAN India and Egypt branch management.
• Assisted in pre- and post-forecasting of budgets.
• Served as a reliable backup for Trade and Customer Support teams to alleviate workload.