Naveen Mayilvaganan
Summary
Experienced Assistant manager over 7 years of experience in CITI bank. Excellent reputation for resolving problems and improving customer satisfaction. Ambitious, career-focused job seeker, anxious to obtain an entry-level Team Management position to help launch career while achieving company goals.
Overview
12
12
years of professional experience
Work History
Operations subject matter expert
Commonwealth Bank of Australia
Bengaluru
05.2023 - Current
- Led training sessions for staff on compliance and regulatory requirements.
- Collaborated with teams to develop best practices for risk management strategies.
- Provided expert guidance on financial products and services to internal stakeholders
- Oversaw operations for two teams, ensuring alignment with compliance and operational standards.
- Oversaw Bankwest account maintenance team
- 1. Analysis the internal and external audit tracker, attendance tracker, break adherence, productivity report, ci initiatives and learning activities, create monthly scorecard for 22 members team
- 2. Grooming team members by conducting squad meeting under topics such as ci initiatives, squad development, risk management and people engagement
- 3. Preparing monthly error analysis deck and finding out the root cause and put controls to avoid such errors in future
- 4. Collating unit level data from the respective teams and releasing power bi dashboard with the higher management
- 5. Conducting weekly audit for the queues and mailbox for the other entire team and share the results with the onshore
- 6. Handling escalations, managing MIS, conducting quarterly SOP review, managing control audit for all the sub processes
- 7. Created 3 copilot agent/artificial intelligence solution for the process improvement. 1: Template reader to perform manual review and do decision making. 2. Copilot scorecard: Analysis the files saved in the shared point portal and generate monthly scorecard and 3. Noted generator: It helps to generate case close notes according to the case outcome
- 8. Implemented process reengineeing ideas such as standardizing the message sent to the customer, expanded the communication from message to message + email
- 9. To reduce decline rates and improve customer satisfaction, given proposal to add instructions in the NetBanking and it is in progress
- Facilitated engaging risk awareness sessions using skits to illustrate potential threats and prevention strategies.
Assistant Manager, Consumer disputes & Fraud security operations (Chargeback)
CITI BANK
Chennai
11.2015 - Current
- My core activity is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
- Analyzing the high valued customer’s disputed transactions, with all suspicious Mandatory checks, and checking whether the disputed transactions happened because of the fraudster or the customer is not recognized the transactions. If the criteria satisfy with our investigation checks we will chargeback the fraudulent amount to the customer as well as we are calculating the interest and fees for the disputed tenure. If the customer is not liable for those fees, credit will be initiated for fraudulent charges and prior information will be given through correspondence.
- Oversaw day-to-day operations, including total volume and inflow/outflow metrics, ensuring alignment with performance targets.
- Ensure all the Service level Agreement tasks get completed within the deadline.
- Reporting daily inventory to Onshore and Offshore Management
- Make sure that all the entitlement of the users and process downloads getting fulfilled.
- Attending the client call for volume perspective, process deviations and strategic planning.
- Prepared presentations on process automation, re-engineering workflows, and training to streamline operations.
- Handling the process related escalations and sharing the best practices to avoid
- Managing the Kana working agents such as roster for weekend support, clarifying the doubts and scheduling the maker and checker.
- Undertake quality check as per applicable sampling methodology within defined timelines
- Maintain all mandatory MI's of the team.
- Reviewing the process documents in regular intervals in order to bridge the process deviation.
- Analyzing the error report of the team and finding out the root cause.
- Conducting brainstorming session and huddles with the team member
- Preparing the templates for Customer response
- Trained teammates on new processes learned from Onshore to improve team performance.
- Assisted in three process migrations to streamline workflows.
- During the second migration, I have acted as a trainer for 32 members team
- In third migration which is currently am acting as a Team leader for 25 members team.
- Beginning of 2021, introduced plan for hiking loss avoidance which is name it as Expert queue. By adding new five steps for investigation process, saved $3,37,873 which is resulted in 7.5% increases in overall loss avoidance value.
- Successfully re-engineered the security investigation process and saved 2 FTEs from the process.
- Created Unit level daily inventory dashboard for fresh and pend volume along with the control measures.
- Prepared process level flow charts for three migrations.
- By implementing case segregation strategy, increased productivity from 33% to 107% along with good efficiency rate.
- Participated for process walk through presentation with Onshore and Offshore Management
- Received gratitude awards four times for exceptional performance.
- Represented the team during two client visits and contributed to discussions.
- Contributed ideas on automation projects in fraud and security operations.
- Conducted training for 45 new joiners, enhancing their skills to excel in their roles.
- Got the appreciation from the Clients for handled the two critical queues and completed the volume within the timeline.
- Acted as a process specialist during critical periods to support the team.
- Trained across multiple processes including KANA, credit balance refunds, RegZ reporting, Bankcard, and AMEX cards.
- I have been supporting for automation of investigation process till date, which I believe is the future of security investigations.
- Encountered the loss (Duplicate credit and non-originating account) is happened because of the system issuing duplicate to the disputed charge and the same has been highlighted with the onshore team.
- Escalated the system issue to Onshore and same has been fixed at the beginning stage.
- Successfully automated the messy document converter tool.
- Addressed VCR launch issues by maintaining frequent communication with Onshore.
- Received the star performer award for March 2017.
Junior Officer – Phone Banking
ADFC private limited- HDFC bank
Chennai
12.2014 - 11.2015
- I had an experience with both banking and credit card processes
- To solve the customer queries and complaints
- Addressed customer concerns by providing solutions for issues such as address updates and finance charge reversals.
- Educated customers on net banking, net safe, and online transaction procedures over the phone to enhance their banking experience.
- Handling escalation calls which cannot be handled by the trainee team members.
- Handling escalation calls which cannot be handled by the trainee team members.
- I had an experience with both banking and credit card process
- Cross-sold third-party products and services, including cash on card, jumbo cash loans, limit enhancements, and insurance options after service interactions.
Process Associate
Tech Mahindra
Chennai
07.2014 - 11.2014
- Handled customer queries and complaints for Vodafone services, ensuring customer satisfaction and issue resolution
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Received performance award for exceptional contributions and commitment to service excellence
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
B.E - Electronics & Instrumentation Engineering
Karpagam College of Engineering
Coimbatore12th Standard -
Gandhi Matriculation Higher Secondary School
Namakkal10th Standard -
Gandhi Matriculation Higher Secondary School
NamakkalSkills
- Team management
- Regulatory compliance
- Risk management
- Operational procedures management
- Operational reporting
- Copilot/AI skills
- Process optimization
- Process improvement
- Operational status monitoring
Languages
Tamil
First Language
English
Proficient
C2
Timeline
Operations subject matter expert
Commonwealth Bank of Australia
05.2023 - Current
Assistant Manager, Consumer disputes & Fraud security operations (Chargeback)
CITI BANK
11.2015 - Current
Junior Officer – Phone Banking
ADFC private limited- HDFC bank
12.2014 - 11.2015
Process Associate
Tech Mahindra
07.2014 - 11.2014
B.E - Electronics & Instrumentation Engineering
Karpagam College of Engineering
12th Standard -
Gandhi Matriculation Higher Secondary School
10th Standard -
Gandhi Matriculation Higher Secondary School