Madhuparna Patra
Chennai
Summary
I have 18 years of experience with Citi in retail banking operations, branch operations, customer service, controls, compliance, and vendor governance. As a strategist and implementer, I excel in managing teams to ensure adherence to controls while delivering superior service to retail bank customers. I am resourceful in engaging high net-worth clients, understanding their needs, promoting and cross-selling banking products/services, and cultivating lasting relationships for customer retention and acquisition. Additionally, I am proficient in maintaining a cordial relationship with regulators to prevent escalations.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Corporate Training Lead
CSIPL
01.2021 - Current
- Spearheaded strategic collaborations with subject matter experts, cross-functional project teams, and business stakeholders to assess comprehensive training needs effectively
- Designed and executed robust training programs aligning with policy frameworks, ensuring adherence to industry standards and best practices
- Trained and mentored new and existing staff across various compliance functions such as onboarding, risk assessment, screening, and quality assurance, fostering a culture of continuous learning and compliance excellence
- Provided meticulous oversight on all on-the-job training materials for compliance, ensuring accuracy and relevance with current industry standards
- Acted as a primary liaison with key stakeholders, engaging in fact-finding inquiries, follow-ups on pending matters, facilitating business audits, and obtaining content approvals
- Collaborated extensively with stakeholders to identify areas for improvement, translating insights into actionable training initiatives that enhanced workforce performance and operational efficiency
- Orchestrated the training workflow by optimizing resource utilization through combined training requests, ensuring streamlined and efficient training delivery
- Demonstrated exemplary leadership in driving solutions and improvements across all management levels, resulting in enhanced business outcomes and performance metrics
- Exhibited autonomy in resolving complex problems, leveraging strong decision-making skills and industry expertise
- Utilized a diverse range of training methods including simulations, mentoring, on-the-job training, and professional development classes, tailoring approaches to individual and group needs
- Promoted available training opportunities to key stakeholders within the business, fostering engagement and success in training initiatives
- Conducted comprehensive needs assessments, identifying skills and knowledge gaps to be addressed through targeted training interventions
- Maintained an updated curriculum database and meticulously tracked training records, ensuring accuracy and compliance with regulatory requirements.
Vendor Oversight Manager
CSIPL
08.2017 - 01.2021
- Oversaw a team of 150+ vendor (TCS) FTEs responsible for processing KYC reviews for North America Retail Bank customers
- Directed adherence to defined KPIs and TAT for all processes, promptly addressing and rectifying any sustained KPI breaches
- Led the vendor team in AML advisory, screening, and transaction review to identify risks, trends, potential threats, and other operational aspects, aligning with periodically driven sustainability goals
- Monitored errors and implemented process improvements or additional control points to minimize errors
- Identified training requirements and crafted a training plan to enhance staff knowledge, reducing process breaks.
Branch Operations and Service Head
CITIBANK
11.2014 - 05.2016
- Led the setup of a new smart branch for Citibank in Serilingampally, Hyderabad
- Trained a new service team on product, process, and service delivery guidelines according to Citibank standards
- Managed the entire branch operations, ensuring adherence to statutory regulations, overseeing service delivery, premises upkeep, and driving cost savings through effective expense management
- Achieved cross-sell targets for value-added products, engaged regularly with clients for growth in CASA balance, and increased share of the client wallet
- Ensured minimal errors/observations in all internal reviews, concurrent audits, Regional Audit inspections, and any Regulatory/RBI inspections for the Branch.
Citigold Service Manager
CITIBANK
04.2009 - 10.2014
- Ensured seamless service delivery by swiftly resolving queries from walk-in customers and other channels
- Collaborated with Relationship Managers, Product, Credit, Processing units, and Regulator regularly to improve customer satisfaction
- Served as the SPOC for processing client instructions, analyzing discrepancies, identifying incorrect discrepancies raised by processing units, thus reducing the defect percentage for the branch
- Generated leads and cross-sold different value-added services while managing customer events.
Cash Officer
CITIBANK
09.2007 - 03.2009
- Lead daily cash and non-cash transactions for the CSR team, ensuring accuracy and efficiency
- Monitored and evaluated the teller team's productivity, addressing any performance issues promptly
- Optimized cash management by overseeing timely offloads to currency chests, reducing cash drag
- Led a service channel focused on resolving customer issues related to account maintenance and deposit bookings
- Directed compliance with documentation requirements and achieve comprehensive issue resolution within specified timelines
- Implemented process improvements to streamline transaction handling and enhance customer service
- Collaborated with other departments to address systemic issues and improve overall operational efficiency
- Trained new team members and provide ongoing coaching to enhance team performance and customer satisfaction
- Analyzed data trends to identify areas for improvement and develop action plans for enhancing service delivery
- Coordinated with regulatory bodies to ensure adherence to banking regulations and compliance standards.
Customer Service Representative
CITIBANK
12.2003 - 09.2007
- Processed daily cash and non-cash transactions, including FCY A2 Remittances, fixed deposit bookings, and liquidations
- Handled customer queries related to transactional issues
- Generated and file EOD reports
- Evaluated daily cash position
- Balanced EOD cash and performed internal account proofing and exception resolution.
Education
Calcutta University
Certification
- Diploma in Treasury and Risk Management from IIBF
- AML KYC and Trade Finance Certified from IIBF
- Fellow in Life Assurance from Insurance Institute of India
- Six Sigma Yellow Belt and Citilean Apprentice Certified
Timeline
Corporate Training Lead
CSIPL
01.2021 - Current
Vendor Oversight Manager
CSIPL
08.2017 - 01.2021
Branch Operations and Service Head
CITIBANK
11.2014 - 05.2016
Citigold Service Manager
CITIBANK
04.2009 - 10.2014
Cash Officer
CITIBANK
09.2007 - 03.2009
Customer Service Representative
CITIBANK
12.2003 - 09.2007
Calcutta University
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