MS. LOUELLA D’ALMEIDA
Mumbai
Summary
Versatile, detail-oriented professional with five years of extensive experience in Retail Branch Banking and Wealth Operations, specializing in ultra HNI non-resident clients across India. Proficient in capital markets with a strong focus on enhancing client experience. Committed to continuous professional, personal development, and organizational improvement. Skilled in managing multiple tasks efficiently while adhering to timelines for the completion of tasks.
Overview
5
5
years of professional experience
1
1
Certification
Work History
ASSISTANT CUSTOMER SERVICE MANAGER
360 ONE Wealth (Formerly known as IIFL Wealth)
Mumbai
06.2022 - 02.2024
- Engaged in servicing Ultra HNI NR clients across India with their financial and non-financial service requests.
- Ensuring smooth execution of all market-driven financial transactions, like equity, mutual funds, alternative investment funds, portfolio management schemes, offshore funds, FTCRS remittances, inward–outward remittances, RBI PIS reporting, off-market transfers, payouts, etc.
- Tracking due diligence, compliance, and solicitation/reverse solicitation processes adherence precisely so as to ensure that no financial loss is incurred by the client or organization.
- Timely processing of non-financial requests; TRC updation, account opening/closure, modifications, Demat/Broking codes activation/deactivation, providing financial reports, K1 statements, tax letters, consolidated statements, brokerage workings, contract notes, ledgers, capital gain/loss statements, and bank statements.
- Meticulously driving and achieving pillars of success such as FTR, TAT, customer satisfaction, and digital innovation.
- Timely settlement of client payments to personal accounts, third-party payments, and tax invoice payments.
- Tracking of tickets raised on Salesforce and timely closure/resolution being provided as per TAT. Keeping an eye on the aging of tickets (raised/open/closed/resolution pending/TAT breached) and updating the MIS on a weekly basis.
- Constructing PowerPoint presentations on the functioning and critical do's and don'ts adhered to by the NRI desk for seamless communication at all levels. Presenting PowerPoint presentations to the PAN India team.
DEPUTY MANAGER | Service Delivery Authorizer
KOTAK MAHINDRA BANK
Mumbai
06.2021 - 05.2022
- Well-versed in the core banking tool, FINANCLE.
- Thoroughly authorizing all financial requests, cash/transfer transactions, and issuance of DD/MC, as well as the execution of inward and outward remittances, in an efficient, error-free, and timely manner.
- Monitoring suspense/deferred accounts, accounts payable/receivables, recovery of charges, reviewing/generating reports (BJR/EOD – BOD reports, EOD cash positions, instruments issued).
- Tallying the end-of-day balances of deliverables with WD held in the FRFC.
- Supervising junior staff, keeping them abreast of revised processes, and conducting branch internal audits.
- Ensuring the highest service standards are maintained for clients, with a minimum turnaround time for locker facilities, personalized deliverables, etc.
- Boosting customer experience by delivering superior customer service. Proficient in handling customer queries, complaints, and escalations.
Personal Banker | ASSISTANT MANAGER
HDFC BANK
Mumbai
05.2020 - 05.2021
- Well-versed in the universal banking tool, FLEXCUBE.
- Extensive experience in retail branch banking, requests processing, and retail customer service provisions.
- Conducted spot audits at the branch on a fortnightly and monthly basis, along with the maintenance of all registers and reports.
- Performed KYC due diligence for HNW clients, suspecting LTR, STR, and fraudulent transactions.
- Diligently delivered vault locker custodian duties on a monthly basis.
- Experienced in skillfully managing client portfolios based on predetermined goals, acquiring and racing new clients, and efficient at identifying the best financial products suitable for customers.
- Expertise in working with the CRM NEXT tool.
- Maintaining and tracking various MIS, and timely reporting of data to higher supervisors.
- Dealing with walk-in customers and attending joint calls with the branch manager for cross-selling various banking products.
Senior Lead Teller | TRAINEE
HDFC BANK
Mumbai
04.2019 - 05.2020
- Handled cash and non-cash transactions on a daily basis, ensuring optimal liquidity through effective management of receipts and withdrawals.
- Verified customer identities for secure access to safety deposit lockers, and managed vault operations.
- Executed specialized tasks such as foreign currency exchange, issuing Forex cards, and issuing demand drafts/managers' checks.
- Reconciled branch reports and general ledger accounts to detect unusual transactions and prevent fraud or accounting errors.
- Adhered to dual control protocols while auditing cash drawers and branch processes to mitigate losses arising from accounting errors and employee theft.
- Established rapport with clients to increase satisfaction, loyalty, and focused on consistent sales by delivering friendly service and knowledgeable assistance.
Education
POST GRADUATE DIPLOMA: BANKING AND FINANCIAL SERVICES MANAGEMENT -
TIMESPRO INSTITUTE
Mumbai01-2019
BACHELOR : BANKING & INSURANCE -
UNIVERSITY OF MUMBAI | K J Somaiya College of Arts
Mumbai04-2018
Higher Secondary School : HSC -
MUMBAI UNIVERSITY | V K KRISHNAN MENON COLLEGE
Mumbai02-2015
Secondary School Certificate : SSC -
MUMBAI UNIVERSITY| ST. JOSEPH'S HIGH SCHOOL
Mumbai03-2013
Skills
- Capital market expertise
- Core banking tools proficiency - Finacle, Flexcube
- Experience with CRM, Salesforce, Caliber, and Wealth Spectrum tools
- Team collaboration and organization
- Microsoft Office Suite
- Presentation skills
- Client relations and retention
Accomplishments
- 360 One Certificate of Achievement: Service and Operations Excellence| 2023
- HDFC Bank Star Service Excellence Award - Rising Star Award| Outstanding performance| May 2020
- HDFC Bank – Certificate of Recognition|Outstanding performance in HSL drive| Jan 2020
- HDFC Bank Star Service Excellence Award – Classic Award| Outstanding performance| Jan 2020
- HDFC Bank Star Service Excellence Award – Classic Award| Outstanding performance| Dec 2019
- HDFC Bank Star Service Excellence Award – Classic Award|Outstanding performance| June 2019
Certification
- Licensed Insurance Regulatory Development Authority of India – composite license expired on 30th April 2023
- MS - CIT, Maharashtra State Board of Technical Education
- Certification in Microsoft Excel from beginner to advanced
INTERESTS
- Fine art making (crafting eye-catching flowers made with different materials, designing handmade stocking flower bouquets, and boutonniere for auspicious occasions)
- Anchoring
- Love for music
- Passionate about handcrafting different cuisines
Timeline
ASSISTANT CUSTOMER SERVICE MANAGER
360 ONE Wealth (Formerly known as IIFL Wealth)
06.2022 - 02.2024
DEPUTY MANAGER | Service Delivery Authorizer
KOTAK MAHINDRA BANK
06.2021 - 05.2022
Personal Banker | ASSISTANT MANAGER
HDFC BANK
05.2020 - 05.2021
Senior Lead Teller | TRAINEE
HDFC BANK
04.2019 - 05.2020
POST GRADUATE DIPLOMA: BANKING AND FINANCIAL SERVICES MANAGEMENT -
TIMESPRO INSTITUTE
BACHELOR : BANKING & INSURANCE -
UNIVERSITY OF MUMBAI | K J Somaiya College of Arts
Higher Secondary School : HSC -
MUMBAI UNIVERSITY | V K KRISHNAN MENON COLLEGE
Secondary School Certificate : SSC -
MUMBAI UNIVERSITY| ST. JOSEPH'S HIGH SCHOOL
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