Neelakantan Srinivasan
Banking Operations, Service, Sales, Due Diligence
Chennai
Summary
A seasoned Banker with over 20 years of experience in the domain, spanning across Sales, Service, Operations and Due Diligence at various levels. A highly passionate individual with proven expertise in nurturing and motivating teams for high performance and quality of delivery.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Unit Head - Credit Cards Fraud Investigation- Vice President
CITICORP SERVICES INDIA PVT LIMITED (CITI SERVICE CENTER)
7 2021 - Current
- Led cross-functional team of 130 FTEs for the successful completion of deliverables resulting in increased efficiency and client satisfaction.
- Collaborated with key stakeholders to develop strategic initiatives for the unit.
- Identified opportunities to improve process flows and productivity.
- Established a culture of continuous improvement, fostering innovation, simplification and re-engineering.
- Demonstrated proficient leadership skills to motivate employees and built competent teams.
- Established and maintained strong relationships with onshore stakeholders and strategic partners.
- Maintained robust risk & control framework in the unit with nil operational losses.
Unit Head - Customer Due Diligence - Assistant Vice President
CITICORP SERVICES INDIA PVT LIMITED (CITI SERVICE CENTER)
01.2017 - 07.2021
- Manage the Periodic Due Diligence of Citibank India Clients
- Identification and Flagging of Senior Public Figure and PEP Clients
- Review of Trade Transactions for potential sanctions nexus
- Review and disposition of screening alerts against negative database / sanctions list as a part of periodic review
- Interaction with Branch & Country Seniors to ensure successful implementation and monitoring of Due Diligence process
- Change management and process re-engineering.
Unit Manager - Account Maintenance Operations - Manager
CITICORP SERVICES INDIA PVT LIMITED (CITI SERVICE CENTER)
04.2014 - 12.2016
- Managed the post account opening maintenance operations for Citibank India clients
- Review of productivity and quality metrics to ensure the optimum productivity and best quality levels
- Process simplifications resulting in cost benefit for stakeholders
- Training of branches and associates for new process changes
- Review of controls and checks to ensure error free operations
- Monthly reporting and review with stakeholders on key metrics and Key Performance Indicators
- Managed multiple ad hoc projects with effective resource management.
Branch Head (Retail) - Chief Manager I
ICICI BANK LIMITED, RETAIL BRANCH BANKING
04.2009 - 03.2014
- Head of a Branch with GL size > 200 Crores INR
- Monitoring the overall branch functions and business development
- Liability and Asset Business development with emphasis on deposit, investment and mortgages
- Controlling the profitability and productivity of the branch
- Implementation of Privilege Banking Architecture at branch level
- Ensuring Sales Compliance, Risk management and Controls of the branch.
Branch Operations and Service Head - Manager
ICICI BANK LIMITED, RETAIL BRANCH BANKING
04.2006 - 03.2009
- Controlling and monitoring the daily operations of branch including customer service
- Analysis of transaction SQL for compliance and reporting
- Submission of returns and control reports to internal and regulatory authorities
- Monitoring of office accounts and ensuring compliance from AML and fraud prevention perspective
- Monitoring and improvement of processes and productivity
- Training of new joiners on cross functional capabilities
- Managing Forex, outward remittances and currency sale and purchase with strict adherence to the regulatory guidelines.
Customer Service Officer - Retail Bank Branch (Officer)
ICICI BANK LIMITED, RETAIL BRANCH BANKING
06.2003 - 03.2006
- Part of the branch customer service team focusing on excellence in customer service and operations
- Team Leader for Branch clearing and cash management operations
- Support role in training the new joiners at the branch
- Reconciliation of clearing settlement and branch office accounts.
Education
BACHELOR OF ENGINEERING - Electronics & Communication
01.1998 - 04.2002
Skills
Team Leadership
Strategic Planning
Coaching and Mentoring
Process Improvement
Operations Management
Recruiting and Hiring
Public Speaking
Forecasting
Customer Service
Accomplishments
USPB Fraud Operations
- 2023 & 2024 - Collaborated with team of 20 supervisors and lead the USPB Operations Hackathon for 2024, across sites (Chennai, Pune and US).
- 2023 & 2024 - Led the resource allocation of 100+ FTEs across USPB operations units as a part of CaaS in partnership with HR Teams.
- 2023 & 2024 - Managed the resource planning, hiring, tracking and allocation for Fraud Operations across 600+ FTEs including new migrations.
- 2021 - 2023 - Saved losses of ~4.5 MM USD through loss avoidance project.
- 2023 - Managed the "Synergy" project between Phones and Operations resulting in NPS score improvement.
- 2023 - Spearheaded the Learning & development initiative for Fraud operations, achieving a 30% cross skill and 60% upskill.
India Consumer Operations (2014-2021)
- Successfully migrated the India CDD process and re-engineered the process flow to eliminate the KRI date default along with quality scores of 96% (one of the best in the region).
- Automated the tracking, MIS generation and reporting for the EDD process through in house automation - Benefits - 5 FTE save and 50% reduction of process time.
- Handpicked and assembled a small 3 member team and developed an automated solution for a large regulatory project within a day and collaborated across Chennai CSC to mobilize resources to complete the project.
Certification
JAIIB - Indian Inst of Banking & Finance, 2013
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Timeline
Unit Head - Customer Due Diligence - Assistant Vice President - CITICORP SERVICES INDIA PVT LIMITED (CITI SERVICE CENTER)
01.2017 - 07.2021
Unit Manager - Account Maintenance Operations - Manager - CITICORP SERVICES INDIA PVT LIMITED (CITI SERVICE CENTER)
04.2014 - 12.2016
Branch Head (Retail) - Chief Manager I - ICICI BANK LIMITED, RETAIL BRANCH BANKING
04.2009 - 03.2014
Branch Operations and Service Head - Manager - ICICI BANK LIMITED, RETAIL BRANCH BANKING
04.2006 - 03.2009
Customer Service Officer - Retail Bank Branch (Officer) - ICICI BANK LIMITED, RETAIL BRANCH BANKING
06.2003 - 03.2006
Bharath Inst of Sci & Tech (University of Madras) - BACHELOR OF ENGINEERING, Electronics & Communication
01.1998 - 04.2002
Unit Head - Credit Cards Fraud Investigation- Vice President - CITICORP SERVICES INDIA PVT LIMITED (CITI SERVICE CENTER)
7 2021 - Current