Lavanya Hegde
Senior Associate
Mariyannapalya
Summary
Experienced banking professional with over 5 years of expertise in payments processing, investigations, and customer service. Demonstrates strong organizational and interpersonal skills with a commitment to maintaining high standards and ensuring compliance with industry regulations.
Overview
7
7
years of professional experience
Work History
Senior Associate/Payments Investigation Team (Intervention)
Mashreq Global Services
5 2022 - Current
- Recognize and classify queries regarding payments through various channels
- Create cases based on received queries and respond to customer inquiries about payment status
- Managed over 600 intervention cases per day
- Send pending payment reports to correspondent banks and ensure timely completion of payments
- Investigate pending payments to avoid penalties and maintain TAT, SLA, and quality standards
- Participate in daily team huddles for knowledge sharing and process improvement
- Generate and send end-of-day (EOD) and start-of-day (SOD) reports to management.
Senior Associate/Payments Call-back Unit
Mashreq Global Services
10.2021 - 5 2022
- Perform call-back verification for manual transactions and cheques
- Managed over 50 calls per day
- Handle queries and escalations from Relationship Managers (RMs) and Client Service Managers (CSMs)
- Ensure adherence to TAT, SLA, and quality standards
- Participate in daily team huddles and generate EOD reports for management.
Analyst/Outward Remittance
ANZ Support and Services India
01.2017 - 06.2019
- Process and verify payments for outward remittance, maintaining daily productivity and accuracy reports
- Ensure timely execution of payments within currency cut-offs and adherence to international banking standards
- Develop and update Standard Operating Procedures (SOPs) for outward remittance
- Handle queries and escalations from RMs and CSMs, ensuring compliance with TAT, SLA, and quality standards
- Train new joiners on the outward remittance process and support team members as needed
- Contribute feedback on service and process enhancements to management.
Education
Bachelor of Commerce -
MGC College, Siddapura, Karnataka University
Class XII - undefined
MGC College, Siddapura
Class X - undefined
Sri Rajarajeshwari High School
Skills
SWIFT Knowledge (MT103, MT202, MT202COV, MT191)
Accomplishments
- Received multiple awards and recognitions (Extra Mile Award, Star of the Month, Spot Award, etc.) for exceptional performance.
- Awarded Top Contributor of the Year.
- Consistently received appreciation emails from management and client service for efficient service delivery.
- Successfully delivered training to team members in specialized process areas.
- Maintained positive relationships with onshore and offshore stakeholders.
Personal Information
Date of Birth: 05/30/92
Disclaimer
I hereby declare that the information stated above is true to the best of my knowledge.
Timeline
Senior Associate/Payments Call-back Unit
Mashreq Global Services
10.2021 - 5 2022
Analyst/Outward Remittance
ANZ Support and Services India
01.2017 - 06.2019
Senior Associate/Payments Investigation Team (Intervention)
Mashreq Global Services
5 2022 - Current
Bachelor of Commerce -
MGC College, Siddapura, Karnataka University
Class XII - undefined
MGC College, Siddapura
Class X - undefined
Sri Rajarajeshwari High School
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