Marzina Mulla
Mumbai
Summary
Experienced banking professional with 16 years in Banking Operations, AML, and Client On-boarding. Skilled in strategic planning, resource alignment, and regulatory compliance. Proven track record in client management, process improvement, and operational excellence.
Overview
17
17
years of professional experience
Work History
Client Delivery Manager
Standard Chartered
Mumbai
09.2015 - Current
- Successfully onboarded 100+ Global Corporate clients
- Led customer-centric operations, maintaining high-quality static data and achieving service excellence with minimal TAT for 220 entities
- Facilitated a high-value deal activation worth INR 1500 billion
- Recognized for a client-focused approach, delivering prompt services & support for critical regulatory transactions
- Independently managed top 100 essential India-based group client accounts
- Conducted client account reviews to proactively identify & address potential risks, formulating effective mitigation strategies and reduced overdue cases by 25%
- Investigated & resolved escalations, ensuring risk minimization & regulatory compliance
- Addressed internal audit inquiries & led error analysis for continuous team performance improvement
- Reduced KYC review backlog by enhancing client communication & document collection processes
- Identified & rectified process inefficiencies, contributing to enhanced operational solutions
- Participated in UATs for system enhancements, collaborating with stakeholders to align operations with regulatory standards
- Revised the account operation mandate capture process, reducing case referrals & improving clarity
- Conceptualized and executed strategic plans, resulting in a 20% reduction in operational costs, projecting annual savings of INR 350,000 & reducing environmental impact
- Elevated customer satisfaction by proactively addressing AML/KYC issues & streamlining internal resolutions
- Trained team members in frontline KYC risk identification & adherence to company procedures & policies.
- Provided technical expertise in advising customers on best practices for utilizing products or services.
Team Lead - Metro Accounts Services
Standard Chartered
Mumbai
11.2014 - 09.2015
- Spearheaded a team of 5, driving performance and operational efficiency, including oversight of financial transactions and achievement of targets
- Orchestrated seamless process transitions between departments, establishing clear delineation of roles and responsibilities
- Pioneered policy and procedural enhancements to bolster bank development, identifying and mitigating process inefficiencies, and instituting tailored business solutions
- Authorized and executed high-value financial transactions, including corporate bulk salary payments up to INR 2,000,000.
- Identified opportunities for process improvements, implementing changes when required.
Operations Officer - Cash Management Services
Standard Chartered Bank
Mumbai
10.2008 - 11.2014
- Spearheaded account management, including initiation, maintenance, and data updates, while effectively establishing fixed deposit accounts
- Contributed strategic insights to optimize turnaround times (TAT) and achieve cost reduction in operational processes
- Conducted thorough procedural reviews, recommending control enhancements to mitigate risks
- Played a pivotal role in supporting local, national, and group-level audits, ensuring adherence to regulatory standards
- Received accolades from specialized units for delivering timely and critical support in response to urgent customer needs
- Managed the processing of manual corporate fund transfers with precision and efficiency.
Insurance Advisor
Tata AIG Life Insurance
Thane
06.2008 - 10.2008
- Drove insurance policy sales through strategic client engagement and comprehensive record-keeping.
- Communicated with clients by phone and email to answer questions and offer services.
Trainee in Human Resource
Standard Chartered
Mumbai
02.2008 - 05.2008
- Assisted HR Head with diligent documentation of meeting minutes and ensured timely completion of action items
- Worked alongside senior team members to learn related job tasks and roles.
Customer Service Representative
Convergys Call Centre
Mumbai
07.2007 - 01.2008
- Served as the primary contact for customer inquiries, ensuring rapid response to calls regarding Optus SIM card activation and general product/service information for Optus Communications, Australia
- Earned recognition for a client-focused attitude and an outstanding ability to grasp and respond to customer needs and priorities.
Education
ConvergysBachelor of Commerce - BCom - Banking And Insurance
Mumbai University
Mumbai07-2007
Skills
- Operational Excellence
- Back Office Operations
- Business Continuity
- Teamwork
- Customer Relationship Management (CRM)
- Project Management
- Anti-Money Laundering
- Process Excellence
- Change Management
- Continuous Improvement
- Service Delivery
- Team Supervision
Affiliations
- Volunteered at orphanages as a mentor and at old age homes as part of Corporate Social Responsibility
- Participated in organizing charity or ration kits for the under privileged
- Interested in photography and painting
Accomplishments
- Won GTO (Global Trade Operations) Sustainability Award
- Nominated for GTO Shining Star Award for process re-engineering and cost savings initiatives
- Appreciated by clients and internal stakeholders for efficient and smooth on-boarding experience within commendable TAT and excellent relationship management with key clients of the bank
- Commended by clients for effective assistance in critical transaction processing and audit queries
- Standard Chartered Bank's 'GEMS' award winner for smoothly managing critical client portfolio
- Received long service award for completing 10 years of service at Standard Chartered Bank
Languages
Hindi
First Language
English
Proficient (C2)
C2
Marathi
Intermediate (B1)
B1
Arabic
Elementary (A2)
A2
Timeline
Client Delivery Manager
Standard Chartered
09.2015 - Current
Team Lead - Metro Accounts Services
Standard Chartered
11.2014 - 09.2015
Operations Officer - Cash Management Services
Standard Chartered Bank
10.2008 - 11.2014
Insurance Advisor
Tata AIG Life Insurance
06.2008 - 10.2008
Trainee in Human Resource
Standard Chartered
02.2008 - 05.2008
Customer Service Representative
Convergys Call Centre
07.2007 - 01.2008
ConvergysBachelor of Commerce - BCom - Banking And Insurance
Mumbai University
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