Manisha Mittal
Banking KYC / AML
Bengaluru
Summary
Experienced customer service management professional with expertise in inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills, adept at efficiently resolving issues. Possesses a personable personality that effectively prevents call escalations, ensuring positive customer interactions.
Overview
6
6
years of professional experience
4037
4037
years of post-secondary education
2
2
Languages
Work History
Customer Service Manager
Spark Capital
07.2024 - 12.2024
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Service & Acquisition Support Manager
HDFC BANK Private Banking
07.2022 - 07.2024
- Managing a team of 6-8 Investments Bankers with approximately 500 customers, to provide end to end service of Banking & Investments & Demat
- Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) to access the risk associated with new and existing customers
- Working with High Risk Customers in focus on PEP, Sanctions and bank policy (KYC), BSA
- Conducting financial analysis to examine source of funds, nature of transactions, counterparties involved with all the associated documents to check the legitimacy of the transaction, Fraud investigation, SAR, RFI
- Solving Individual and Non Individuals customer's queries on CRS FATCA within TAT/SLA
- Monitoring Banking of High Net worth Individuals & Non Individuals (Proprietor, HUF, Partnership, Company) based on their day to day transactions, Checks like KYC, AML, & PEP, FATCA-UBO
- Compliance in Outward and Inward Remittance of Individuals and Non Individuals which leads to monitoring on FATF countries, Anti Money Laundering, US PATRIOT ACT, BSA, Terrorist Financing, AML Directives of EU & UN and Related Risk.
Risk Analyst
Amazon Development Centre
02.2020 - 07.2022
- Part of Pilot Project of Transportation & Risk Compliance for India Region for Auditing & Complying with transportation risk
- Worked with Stakeholders & Govt dept for Process Planning, development and execution maintaining the compliance as per US Sanctions, FATF and OCC recommendations
- Creation of Standard Operating Procedures(SOP) to carry out the functioning of the team as per RBI Act meeting SLA/deadlines
- Collaborated with DSP on basic Due Diligence to mitigate Risk associated with Product reaching its destination
- Educated Delivery Service Providers on safety and security of the product and timely delivery as per BSA
- Collaborating with the Partners on rules and regulations for Product delivery and returns as per queries
- Worked on corrective action plans to reduce the risk posed by Amazon's Individual Contractors(IC's)-( DSP wages, DSP operations, Payroll specific_ Finance, License and Registrations).
Deputy Manager
ICICI Bank, Wealth Management
10.2018 - 02.2020
- Involved in Banch Operations for day to day transaction Monitoring, Branch Audit, AML& KYC check also, Maintaining Customer data book in Branch
- Collaborated with Clients to maintain relationships and provide customer with thorough support and guidance
- Identified threats, vulnerabilities and suspicious behaviour patterns to recommend mitigation measures based on Basel normes And KYC / Re KYC based as per their Risk Category
- Scrutinized and reported on discrepancies in financial transactions and documents
- Performed Basic and Enhanced Due Diligence reviews on High Risk clients of Business Banking with AML and KYC in place.
Education
Post Graduate Diploma in Banking & Finance(PGDBF) -
Manipal Academy of Higher Education
Bachelors of Business Administration (BBA) -
Banasthali University
Skills
Stakeholders Management
Planning & Prioritizing
Risk Analysis
Basic Due Diligence (BDD)
Enhanced Due Diligence (EDD)
SOP
Portfolio Monitoring
KYC/AML
Team Management
Project Management
Microsoft Office (Excel, Power Point)
Fraud Prevention
Transaction monitoring
Customer Segmentation
Customer Analytics
Insight Generations
Accomplishments
- Forex Revenue Club, 11/2019, 11/2019, Incurred highest revenue for the branch in NCR in forex revenue club for the month.
- Highly Value Transaction Monitory Tool, 12/2019, 02/2020, Successful Implementation of Tool to Monitor High Value Transaction slips for better risk management
- Mutual Fund Platform Refinements, 11/2022, Present, Migration of Wealth Clients from old Net banking to New Net Banking Platform offering Mutual Fund service
Certificate
- End to End AML KYC certification
Projects
SOP Refinements, 03/2022, 04/2022, Creation of Payroll SOP(Standard Operating Procedure) for the Transportation Partners, Working In line with Stakeholders & Govt team to align process Transaction Risk Monitoring, 12/2019, 02/2020,
Worked as member on monitoring of transaction over 10lakhs, the request can be of any type like Fund Transfer, FD creation/Liquidation and many more.
Mutual fund platform refinements, 11/2022, Present, Involved in risk associated improvements in the mutual fund platform(Investrack) in the Net Banking of the HDFC Bank.
Timeline
Customer Service Manager
Spark Capital
07.2024 - 12.2024
Service & Acquisition Support Manager
HDFC BANK Private Banking
07.2022 - 07.2024
Risk Analyst
Amazon Development Centre
02.2020 - 07.2022
Deputy Manager
ICICI Bank, Wealth Management
10.2018 - 02.2020
Post Graduate Diploma in Banking & Finance(PGDBF) -
Manipal Academy of Higher Education
Bachelors of Business Administration (BBA) -
Banasthali University
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