LATIKA RAHEJA

• Managed MD Escalation Desk: Oversaw the escalation desk for the Managing Director, ensuring high-priority issues were addressed promptly and effectively.
• Handled customer queries and concerns: Engaged with customers to understand their issues, provided accurate solutions, and ensured a positive customer experience.
• Trained newly joined team members: Conducted comprehensive training sessions for new team members, covering company policies, customer service protocols, and technical skills.
• Provided solutions within the specified TAT (Turnaround Time): Ensured all customer issues were resolved within the agreed turnaround time, maintaining efficiency and customer satisfaction.
• Maintained a quality score of 94% throughout the year: Consistently achieved a high-quality score by adhering to company standards and delivering exceptional service.
• Delivered timely and correct resolutions to customers: Prioritized timely responses and accurate solutions to customer problems, contributing to overall customer satisfaction and loyalty.

• Team Management: Supervised a team of 4 members, ensuring efficient workflow and task delegation.
• Transaction Authorization: Authorized various cash-related transactions including NEFT, RTGS, deposits, and loans, ensuring accuracy and compliance.
• Timely Transactions: Ensured all transactions were completed promptly, maintaining customer satisfaction.
• Audit Management: Managed internal and external audits, ensuring full compliance with banking standards and regulations.
• Customer Service: Assisted customers visiting the branch with various concerns, providing solutions and support.
• Foreign Currency Remittances: Handled foreign currency (FCY) remittances, ensuring accurate and timely processing.
• Digital Assistance: Guided customers through digital login processes and provided assistance on using the banking app.
• Query Resolution: Resolved customer queries and concerns efficiently, enhancing customer experience.
• Document Management: Reviewed and uploaded documents into the application system, ensuring they were processed correctly and without discrepancies.
• Foreign Currency Transactions: Checked and authorized foreign currency transactions, maintaining accuracy and compliance.
• Insurance Document Verification: Verified insurance documents as per the checklist, ensuring correct processing.
• Training: Provided comprehensive training in all three roles handled at the branch, ensuring team members were well-equipped to perform their duties.

• Employee Compensation Handling: Managed compensation-related tasks for employees, ensuring accurate and timely processing.
• Out-of-Cycle Salary Changes: Processed salary changes outside the regular cycle, including promotions and demotions.
• Employment Pass Management: Facilitated employment passes for employees traveling to Singapore, ensuring compliance with local regulations.
• Contractor Extensions: Managed the extension process for contractors, ensuring continuity and compliance.
• Employee Transfers: Coordinated the transfer of employees to different roles and departments, ensuring smooth transitions.
• International Transfers: Managed international transfers, ensuring compliance with global policies and regulations.
• Global Payroll Handling: Handled payroll for multiple regions, including Singapore, Hong Kong, the US, and the UK, ensuring accuracy and compliance.
• Verification of Payment Details: Verified payment details and amounts for employees based on information from the Offboarding and Onboarding teams.
• Termination and Hiring Payments: Oversaw the payment process for employees being terminated or hired, ensuring timely and accurate payments.
• Coordination with Singapore Payroll Team: Sent payment details to the Singapore Payroll Team for further processing and payment execution.
• Hong Kong Rental Reimbursement Program: Managed the annual process for the Hong Kong Rental Reimbursement Program, ensuring compliance and accuracy.
• Severance Calculations: Provided severance calculations for employees being terminated, ensuring compliance with company policies.
• Out-of-Cycle Salary Change Requests: Processed out-of-cycle salary change requests during promotions and demotions, ensuring timely updates.

Auditing:

• Receive invoices from the client for voucher payments.
• Audit these vouchers to ensure that the amounts claimed by employees are supported by proper receipts.
• Perform manual calculations of the amounts claimed.

Research:

• Design ideas to simplify and improve processes for both existing and new employees.

Training:

• Conduct training sessions for new hires.

Vendor Management:

• Add and update employee records.

Handling Escalations:

• Manage client escalations.
• Prepare monthly data reports and daily production reports.

SAP:

• Utilize SAP for tasks related to employee termination, benefit plans, and COBRA plans.

Loan Processing and Administration:

• Handle the processing, disbursal, and authorization of loans.
• Address customer queries, manage loan closures and write-offs, reschedule loans, and handle delinquency issues.

Channel Management:

• Monitor individual and team performances, providing motivation and feedback as needed.
• Currently manage a team of Telemarketing Executives.

Cross-Selling:

• Cross-sell insurance products (MAX NEW YORK LIFE) along with personal loans.

Loan Application Processing:

• Ensure new loan applications are processed in accordance with Credit Policies & Procedures (CCPP).
• Monitor and ensure timely processing of loan applications as per specified product programs and within agreed turnaround times (TATs).

Customer Service:

• Handle customer queries, closures, write-offs, and rescheduling of loans.
• Manage delinquency issues effectively.

Training and Development:

• Provide training and development for team members to enhance their performance.