Madhu A

Experienced Advisor at Concentrix Daksh Services India Private Ltd. with a strong background in the banking industry. Skilled in analyzing customers' day-to-day financial transactions and processing them efficiently. Proficient in core operations of the payments investigation team, ensuring smooth management and processing of payments on a daily basis. Demonstrated expertise in handling SWIFT transactions, SEPA payments, and basic sanctions screening.

Subject Matter Expert (SME) Role:

• Industry Research: Conducted research on industry trends and customer feedback to identify areas for improvement and innovation.
• Feature Brainstorming: Contributed to the development of new features by brainstorming with team members based on research insights.
• Technical Problem-Solving: Collaborated with technical teams to troubleshoot and resolve production issues, ensuring smooth operations.

Bridge Between Onshore and Offshore Teams:

• Coordination: Facilitated communication and collaboration between onshore and offshore teams to ensure seamless project execution.
• Knowledge Sharing: Shared knowledge and best practices across teams to maintain consistency and efficiency.

Operations Management:

• SLA Management: Ensured adherence to service level agreements (SLAs) to meet customer expectations.
• Daily Reporting: Prepared and maintained daily reports to track team performance and identify areas for improvement.
• Root Cause Analysis (RCA): Conducted RCA investigations to understand the underlying causes of issues and implement corrective actions.
• Team Huddles: Led team huddle sessions to ensure alignment, transparency, and effective communication among team members.

Supervisor Support:

• Report Preparation: Assisted supervisors in preparing and presenting reports to clients, ensuring accuracy and clarity.

Core Operations:

• Payment Processing: Managed and processed various types of payments, including wire transfers (SWIFT MT103, MT202), SEPA payments, and cancellation of funds.
• Tool Utilization: Employed tools like PEGA, Reflection Workspace, and TMS to streamline payment processes and enhance efficiency.
• Team Development: Trained and mentored junior team members, providing guidance and support to ensure their professional growth and effective performance.