Muthu Praveen S
Banking Professional
Chennai
Summary
Lead Assistant with talent supporting senior managers and upper management in decision making and improved productivity. Manage administrative and clerical functions, scheduling, logistics, meetings and provide follow-up on important projects and initiatives. Strong organizational and communication skills with attention to detail and accuracy.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Senior Team Leader
Hexaware Technologies
03.2022 - Current
- Product Verification Testing, Citi Commercial Cards – EMEA
- Handling team of 10 members and supported numerous project releases as part Expertise in related production incidents (Card OPS), Providing root cause/Impact analysis Handled E2E activities for project in all SDLC phase
- (Reviewing BRD/FRD/ Test plans/ UAT Execution QA, PVT, KT sessions for OPS teams and production implementation) Ability to handle simultaneous projects with delivery at high degree of accuracy Knowledge in governance activities like SOP adherence, KPI, Monthly Business Review, Auditing, Daily MIS preparation, Team’s Efforts utilization, Performance evaluation etc.
- Handling projects, validating user activity, writing test case, organizing grooming call, preparing traceability matrix and walk through for wider audience
Standard Chartered Bank LTD.
06.2014 - 03.2022
- Vendor Governance Managing all aspects of relationships with Vendor Senior management team to achieve KPI Metrics and goals
- To work closely with vendor team to resolve chronic issues in business functions including client response quality
- To ensure increased effectiveness by mentoring, guiding, and inspiring engagement of team members along with support of vendor team leaders To monitor and guide on policies to meet compliance standards and requirements as per regulatory standards To work with Bank key internal stakeholders and vendors to establish annual goals/objectives and monitor progress throughout year, to guarantee agreed output
- To coordinate and conduct training and con-calls to ensure optimal level of client service, performance and to obtain desired metrics
- To evaluate employees' performance based on score cards and share constructive feedback time to time
- To work with Vendor Senior management team to ensure increased productivity based on any change in volume than forecasted volume to achieve customer satisfaction within agreed TAT
- To review Monthly Plan of Action shared by vendor and provide go-ahead to ensure smooth functions
- To review overall production for month and approve monthly bills for processing
- To analyze and share overall volume forecast plan data along with Long-term and Mid-term calculation To provide capacity plan (Staff Hiring) based on forecasted volume and ensure vendor team hires required staffing to handle business functions
- To provide end to end system support based on business requirement time to time with necessary OR approvals
- Process Re- Engineering: Created new reports to monitor vendor performance and analyze data in monthly vendor scorecard
- Have mitigated business risk and improved delivery of services by engaging between Bank and vendor Reduced complexity and overlap in Vendor Portfolio in systematic monthly review, which helps to eradicate general / critical issues time to time Developed and implemented vendor invoice review process improvements to validate billing that resulted in huge savings during year 2016 Developed and implemented departmental procedures and system enhancements to improve customer service and performance resulting in overall efficiencies in time management and also in cost savings
- Managed all program benefit vendors while performing regular cost savings analysis and compliance reviews
- Automated using VBA macros on various Group and Regulator reporting
- MIS & RBI reporting Monthly KPI Dashboard Deep dive analysis on all high-risk complaints and shared as an infographic to larger audience for process re-engineering Preparing various PPT for CEO & Internal meetings on Operation risk Drafting response on query raised by Regulators on quarterly submission
Associate Manager
IndusInd Bank Ltd.
04.2013 - 05.2014
- Resolve customer’s queries, requests and complaints
- Maintained quality customer service levels for all priority customers, dispute cases Cascading process updates, conducting feedback sessions and handling escalation mails / calls / letters
- Generating reports for service request rejection on daily basis and ensure timely closure of rejects from team
- Monitored pending cases of team and helped them in maintenance of low pending cases by ensuring necessary follow ups and end to end resolutions are provided Responsible for highlighting and interacting with system team for any system issues
- Consistently maintained productivity and achieved productivity exceeding management expectations
- Ensured quality responses are sent to cardholders and have consistently maintained same
- Ensured functionality guidelines, links and policies are reviewed and updated in timely manner
- Cross selling of various products like EMI, Loan on Phone, Upgrades etc.
Process Associate
TCS E-Serve Ltd.
03.2011 - 04.2013
- Worked for corporate Credit cards functioning
- Maintained quality customer service levels for E mails, delinquency reports and quality analyst
- Cascading process updates, conducting feedback sessions and handling escalation mails
- Generating reports for address change and card replacement report on daily basis and highlight to management in case of any fraud on card
- Regular quality checks
- Weekly conference with clients regarding enhancement of process and maintaining high levels of client satisfaction with strong grasp of process performance, anticipation of risks and upcoming issues, addressing root cause of issues.
Phone Banking Officer
CITI phone officer IBM
03.2010 - 03.2011
- Worked for corporate Credit cards functioning
- Handled calls from customer, who holds credit card or world money card, providing on call resolution on their query, request and complaints
- Up selling other products of Insurance, Converting high value transaction into EMI, Cash on call, Credit card based loans like ALOP, CLOP, and TALOP
- Night shift supervisor, handling long and irate calls, escalation calls, maintained call volume reports.
Education
B.Sc Mathematics -
Madras Christian College
Chennai, Tamil NaduS.S.L.C and PUC - undefined
Higher Secondary School
Chennai, Tamil NaduSkills
Good knowledge in Macro codingCompleted Basic hardware & Networking CourseWell knowledge in designing Software’s( Photoshop, Flash, Pagemaker)Worked on applications such Kana, EBBS, Talisma, ECS, Peoplesoft, LOS, ACS, Eclipse, CitiManager, Pega and Vision Plus(ECS Plus)Having 12 years of experience in BFSI domain (Commercial Cards – Testing, Functional Testing, UAT and PVT testing ,Vendor Governance & Customer service )
Expertise in Project documentation skills (BRD/ FRD/ Test Plan/User Stories) Worked
Experience in agile and Waterfall methodologies
Performed Requirements Gathering, QA Process Management, Release Management, Product delivery, designing testing proposals, Test Planning, Risk Analysis, Effort estimations, Resource allocations
Competent in all phases of the Testing life cycle - Test planning, estimation, execution & defect management
Experience in working with JIRA, ALM – Defect Management Processes
Knowledge of Card end to end testing which contains Card Boarding, Embossing and PIN, Authorization, Statement Generation, Payment Posting and Delinquency Tracking, Dispute etc,
An executor with sufficient experience in Managing service operations with an aim to accomplish corporate plans and goals successfully
Strong analytical skills and considerable practical experience in managing a wide variety of activities and staff towards a common goal
Skilled at evaluating and appraising the performance of teams according to process workflow management & adherence to risk parameter
Expertise in working in MS -Excel and PowerPoint
Good knowledge in Visual basic and macros
Personal Information
Date of Birth: 12/20/87
Timeline
Senior Team Leader
Hexaware Technologies
03.2022 - Current
Standard Chartered Bank LTD.
06.2014 - 03.2022
Associate Manager
IndusInd Bank Ltd.
04.2013 - 05.2014
Process Associate
TCS E-Serve Ltd.
03.2011 - 04.2013
Phone Banking Officer
CITI phone officer IBM
03.2010 - 03.2011
B.Sc Mathematics -
Madras Christian College
S.S.L.C and PUC - undefined
Higher Secondary School