M. Venkatesh
Bengaluru
Summary
With a proven track record at Standard Chartered Bank GBS, I excel in risk mitigation and team management, significantly enhancing operational efficiency and KYC compliance. My strategic planning skills and ability to drive cross-functional communication have led to a 35% reduction in complaints, showcasing my commitment to quality service delivery and process optimization.
Overview
17
17
years of professional experience
Work History
Senior Manager
SCB GBS
Bengaluru
07.2023 - Current
- This is a role within the Conduct, Financial Crime, and Compliance (CFCC) Framework and Policies team.
- Responsible for supporting the team management of the Compliance Framework, Policy, Standards, Addendums, and Dispensation Documents, and ensuring that the Enterprise Risk Management Framework (ERMF) and Framework and Policy Governance Standards (FPGS) are adhered to.
- Support coordination with key CFCC stakeholders during activities like consultation, review, approvals, and publications of compliance framework, policy, and standard documents, and communication of the same to relevant stakeholders.
- Conducting control testing (Policy Management Process) for all group documents, also known as core documents.
- Reviewing the availability of the Obligation Register for a Policy/Standard.
- Reviewing whether the Obligatory Regulation is traceable to the Policy and Standard.
- To ensure that Annual Policy and Standard Effectiveness Reviews are conducted whenever applicable.
- Governance of Group Documents and Local Documents.
- Reviewing policies and standards tagged to financial crime and compliance principal risk types in alignment with adherence to the framework and policy governance standard.
- Ensuring that the addendums and dispensations raised by countries against the respective policies and standards are valid and reviewed periodically.
- Reviewing local versions of policies and standards adopted by countries to comply with local governance regulatory requirements.
- Creating an action plan tracker for group owners, where failures are identified, and socializing it with all relevant stakeholders.
- Verification of the Impact Assessment template.
- Ensuring the information is promptly updated in the CFCC SharePoint.
- Maintaining CFCC Framework and Policies knowledge bases, both for internal team and broader stakeholder consumption.
- Validating the accesses for the entire ERMF unit.
- Preparing management information for group review of core documents.
- Conducting a local addendum/country dispensation exercise for countries.
- Reviewing the documents (Policy, Standards, Addendums, and Dispensations) before publishing them in the Group Portal.
- Liaising with the Policy Owners to resolve clarifications, and also ensuring that the documents are up to the relevant standards.
- Coordinating with the onshore partners to ensure that documents are refreshed before due dates.
- Maintaining key administrative artifacts to ensure effective team coordination and delivery.
- Providing support to continuously improve the operational efficiency and effectiveness of the Framework and Policy Management processes.
- Established and maintained relationships with key stakeholders to support business objectives.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Produced thorough, accurate and timely reports of project activities.
- Analyzed business performance data and forecasted business results for upper management.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Reviewed completed work to verify consistency, quality, and conformance.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Maintained a comprehensive database of all identified risks along with their associated mitigation plans.
- Monitored regulatory changes affecting risk management practices and ensured company compliance.
Operations Manager
Wells Fargo EGS (India PVT Ltd)
Bengaluru
11.2020 - 07.2023
- Managerial oversight of the team responsible for reviewing eligible customer records in adherence to CIP/CDD guidelines, within established timeframes, using established processes.
- Responsible for completing very detailed work with a high degree of accuracy.
- Responsible for ongoing unit production and workflow.
- Provides administrative leadership and is responsible for training, coaching, and performing self-assurance activities.
- Lead or assist with special projects with prior written approval from the business owner, the CDM Regulatory Review Manager, or his or her designee.
- Responsible for leading, overseeing, and managing a group of approximately 35 members (comprising 1 manager, 2 trainers, and 1 automation expert).
- Warrant that all key metrics of the team members, i.e., Productivity, Quality, and Learnings, are met.
- Provide coaching and mentoring to other analysts regarding processes, procedures, and policy.
- Ensure the relevant accesses are validated in the IAM tool for the unit.
- Annual recertification was performed for the team in the Access Certification Tool and the Identity Access Management Tool.
- Ensure the accesses are validated during periodic reviews, and revoke the accesses that are not required.
- The ability to think strategically, along with business and compliance, is essential to build a homogeneous team that ensures we operate in a structured manner with clear direction and standardization.
- Ability to set the vision, direction, and culture of the team by managing individual and team performance, expectations, and goals.
- Worked closely with cross-functional teams to understand the business upstream, and leverage underlying synergies to optimize the process.
- Partner with the onshore team (stateside) to implement department policies and procedures to maximize efficiency, customer service, and ensure compliance with government regulations.
- Created the DOI for the involved university.
- Overseeing the offshore KYC team operation workload to ensure maximum efficiency.
- Handling business-related escalation by conducting RCA.
- Interaction with RM and other departments to understand and assess the client's detailed profile and business in order to complete KYC.
- Conduct quality checks for the team to ensure the accuracy, consistency, and completeness of the review.
- Ensures compliance with regulatory requirements and participates in department projects.
- Assists in establishing performance standards, evaluates performance, and trains/coaches staff.
- Ensuring that the line of work abides by the FATF (AML and CFT) guidelines.
- Regularly confer with the CIP Regulatory Group Management, and make recommendations to improve overall efficiency and performance.
- Spearheaded multiple talent management initiatives, and have been a key contributor in defining the business rules for a forward-looking workflow implementation module.
- Ensuring that operational risks are mitigated by providing adequate training to staff.
- Reviewing the policy guidelines of the organization and ensuring that they are updated on a timely basis by liaising with the relevant stakeholders.
- Maintaining artefacts is essential, and periodic reviews of systems access for all employees are necessary.
- Responsible for hiring, coaching, developing, and supervising production, servicing, and documentation analysts.
- Responsible for supervising a team of analysts responsible for a financial crimes program that ensures proactive identification, prevention, execution, detection, and recovery.
- Performed thorough quality investigations, identifying key development strategies, and supporting idea implementation.
- Handled BCP situations and executed the plan with minimal impact to the business and clients.
- Regularly confer with the CIP Regulatory Group Management, and make recommendations to improve overall efficiency and performance.
- Utilize an involved, proactive, positive approach to problem resolution, productivity improvements, and change management.
- Advanced problem solving, customer service, and organizational written and verbal communication skills.
- Demonstrated an appropriate sense of urgency in managing responsibilities.
- Inculcating the importance of teamwork maintains and improves the team's morale and motivation.
- Identify potential showstoppers, and provide adequate coaching for them to come up to speed.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed scheduling, training and inventory control.
- Created detailed reports on the performance of individual departments within operations.
- Developed and implemented operational procedures to ensure quality standards are met.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Collaborated with team leaders on quality audits.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Performed cost analysis for various projects to determine budget requirements.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Mitigated business risks by working closely with staff members and assessing performance.
Associate Manager
Standard Chartered Bank GBS
Bengaluru
04.2015 - 11.2020
- Directly responsible for hiring, interviewing, and coaching top performers, and maintaining a high standard of morale for the department.
- Interaction with RM and other departments to understand and assess the Client’s detailed profile and business to complete KYC.
- Conduct quality-checking reviews for the team to ensure the accuracy, consistency, and completeness of the review.
- Overseeing the offshore KYC operation team's workload to ensure maximum efficiency and optimal utilization of resources.
- Overseeing all output of the offshore KYC Operations team to ensure the output is timely, qualitative, relevant, and consistent.
- Manage workflow, proactively engage resources to address issues, and effectively delegate workload across the leadership.
- Responsible for the management of KYC-related queries in voice and non-voice channels (video banking and chat support) for the UAE.
- Monitoring real-time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.
- Develop and maintain strong, productive, and effective relationships with all business units, internal and external stakeholders, locally and globally.
- Develop techniques for front-end teams to drive significant and stable revenue, service penetration.
- Reduction in complaints of approximately 35% was achieved by implementing process changes, process reengineering, and frontline empowerment.
- Managed the Heal process, which ensured faster resolutions were provided to customers with escalated CEO complaints or escalations.
- Developing the STP process for critical service request types led to faster resolution for the best customer experience.
- Provided performance coaching and implemented strategies for career development.
- Responsible for increasing the Bank's profitability by cultivating new business relationships.
- Work with functional managers and stakeholders to obtain the necessary resources to support the team’s requirements.
- Encourage creativity, risk-taking, and continuous improvement.
- Administered performance management by diagnosing improvement opportunities, providing effective feedback, training, and utilizing corrective action plans to meet operational objectives.
- Continuously review and monitor workflow, and strive for efficiencies in time, costs, and service level.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Prioritized and delegated tasks for efficient completion within team environment.
- Tracked project milestones and communicated updates to stakeholders.
Senior Customer Service Executive
Standard Chartered Bank GBS
02.2013 - 03.2015
- End to End Resolution provided for any Enquires, Requests and Complaints to customers
- Revenue generation from credit card customers through loans
- Sourcing of new credit cards to existing customers with bank
- Specialized in phone banking for credit card customers in UAE
- Generating enquiries for the company and converting them to customers
- Complying with the group policy on Operational risk, Sanctions and Potentially high risk cases
Guest Services Supervisor/Agent
Kingfisher Airlines Pvt Ltd
05.2008 - 02.2013
- Supervising the activities of staff’s service to guest at all times
- Ensuring the service to be in excellent standards which can result in frequent customers
- Coordinating with guest care teams to ensure customers queries/ complaints are resolved
- Complaints Management
- Smooth handling of various departments involved in the departure and arrival of aircrafts
- Sending reports on a daily basis on analysis of issues
- Handling of Sales in Reservations
- Boarding the Guests and coordinate with Ramp Staff for dispatch of baggage too
- End to Assistance on various airport Functionalities
Education
Bachelor of Arts -
Skills
- Team Management
- Risk Mitigation Strategies
- Access Control Management
- Risk Control Self-Assessment
- Organizational Change Management
- Risk Governance
- KYC Compliance Expertise
- Project Coordination
- Critical Thinking Skills
- Quality Service Delivery
- Effective Complaint Handling
- Operations Service Management
- Process Optimization
- Performance Management
Accomplishments
- Certified in Financial Crimes Operations
- End to End involved in Migrating the RCSA process to the Control Testing Hub
- Participated in the Access Validation Exercise for Financial Crimes Operations Unit under Shared Services
- Recipient of the ‘Wells Fargo championship Award’ for Q3 2021
- Won the Captain’s Pic for successfully completed the RPA project for CDM process
- Achieved an employee index score of 100% in the global survey which is 17% above the standard set by the organization and 100% of his team has agreed that he support for their career and personal development which itself speaks volumes about his leadership capabilities
Languages
- English
- Tamil
- Tulu
- Hindi
Disclaimer
I hereby assure that the above said details are true to my knowledge and I will execute my job up to the expectation of the company.
Personal Information
- Date of Birth: 04/12/85
- Marital Status: Married
Projects
- Risk and Controls Self-Assessment
- Capacity Planning for Customer Data Management Unit
- Advisor Connect in Ask Compliance Portal
- Smart BOT for Various Policies
- Reduction of transactional Errors & Complaint
- Enhancement of Interactive Response for UAE
- Video Banking
- Voice Biometrics
- Speech Analytics
- LinQ (Knowledge transfer for Team Members)
- Learning Modules developed (IND, UAE, KL, SG, UK)
- Automation of Day 1 Queues for Individual Customers (CSBB DCC SR)
Timeline
Senior Manager
SCB GBS
07.2023 - Current
Operations Manager
Wells Fargo EGS (India PVT Ltd)
11.2020 - 07.2023
Associate Manager
Standard Chartered Bank GBS
04.2015 - 11.2020
Senior Customer Service Executive
Standard Chartered Bank GBS
02.2013 - 03.2015
Guest Services Supervisor/Agent
Kingfisher Airlines Pvt Ltd
05.2008 - 02.2013
Bachelor of Arts -
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