Nadraj Dharma Munnusami

Billing and Documentation Management:

• Documents auditing received from the Client Manager (US counterpart) against the details loaded in the EPIC system to ensure accuracy.
• Processed billings based on the verified documents received from Client Managers.
• Reported discrepancies, if any, to the Client Manager and ensured resolution before processing the billings as per the provided documents.
• Communicated finalized billing details to clients via email to facilitate timely receipt of billing amounts.

Team Management and Development:

• Set performance expectations for the team, monitored progress towards goals, and provided constructive feedback to drive continuous improvement.
• Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
• Conducted monthly performance reviews, as well as half-yearly and yearly appraisals, to evaluate and enhance employee growth.
• Motivated team members to surpass their targets by recognizing and rewarding achievements.
• Facilitated a culture of continuous improvement by encouraging feedback and implementing innovative solutions from team members.
• Fostered a positive work environment, leading to decreased employee turnover and increased team cohesion.

Client and Stakeholder Management:

• Served as the primary liaison with clients, ensuring requirements were met while maintaining productivity and quality targets.
• Conducted bi-weekly client calls to address challenges, identify opportunity areas, and implement solutions to ensure client satisfaction.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing issues promptly.
• Led a dedicated customer service team to achieve prompt and accurate issue resolution, enhancing overall client experience.

Cross-Department Collaboration:

• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Facilitated decision-making processes within the group through open dialogue and consensus-building techniques to achieve common objectives.

Performance and Quality Management:

• Maintained detailed reports on team performance metrics, including Quality, Productivity, and Schedule Adherence, to ensure process health.
• Oversaw quality control measures to uphold high standards for all project outputs.
• Conducted calibration sessions to ensure consistent quality and understanding across the team.

Resource and Project Management:

• Coordinated resources effectively to meet project deadlines and deliver desired results.
• Achieved project milestones ahead of deadlines by efficiently managing resources and coordinating with stakeholders.
• Managed team shift schedules and seating arrangements to optimize resource utilization and promote collaboration.

Recruitment and Onboarding:

• Assisted in recruitment efforts to build a team of top performers.
• Developed and implemented training plans for new hires to ensure smooth onboarding and rapid skill development.

Leadership and Empowerment:

• Led by example, demonstrating commitment, professionalism, and a solutions-oriented approach that inspired team members to excel.
• Fostered an empowering work climate to promote team synergy, boundary-less thinking, and leadership development within the team.

Roles and Responsibilities

• Managed a team of 10 associates and supervised workflow, training, and performance reviews.
• Traveled to the US for TLM platform training and implemented process improvements effectively.
• Conducted cash and asset reconciliation for pension, mutual, private funds, and HNI portfolios.
• Reviewed corporate actions to ensure accurate portfolio valuations and monitored overdraft balances to prevent unnecessary charges.
• Processed investor manager fees, custodian fees, tax reclaims, FX, and other transactions in the Global Plus system.
• Sent daily MIS and performance reports to clients, ensuring transparency and alignment with goals.
• Researched and resolved discrepancies, adhering to compliance norms and strict deadlines.
• Provided wealth and cash management, fund administration, and custodian services to investor managers.
• Prepared SOPs, reviewed ad-hoc reports, and ensured end-of-day checks were completed.
• Attended client calls (daily, weekly, and monthly) and collaborated to maintain smooth operations.