Panchagnula Srikanth Kumar

Team Lead with overall experience of 15 years in wholesale banking Quality team as a dynamic leader, strategic thinker, decision maker and directing team wide learning initiatives. Seeking a career which is enriching in terms of inputs and provides ample scope for displaying abilities towards betterment of the organization in particular and at the same time gives enough opportunities to grow.

15+ years of experience in Customer service, Consumer Banking, Wholesale Banking Operations and Corporate departments. Work allocation on weekly or ad hoc basis, depends on capacity for the day. SOP maintenance – Update SOPs, take approvals from onshore, and upload in share point. Audit Evidence – Provide audit evidences to Internal Audit team on quarterly basis. Maintain Training tracker – For new joiners, cross training, periodic refresher sessions. Proactively highlight potential issues to management and compliance. Drive process improvements and implement process changes as necessary. Mentoring new hires SME in the process and provided training to both Onshore and Offshore sites. Doing four eye checks on the high risk products. Implemented best practices for process improvement in terms of six sigma.

• Date of Birth: 09/14/86
• Gender: Male
• Nationality: Indian
• Marital Status: Single

• Medallion Award winner in the year 2011 for exemplifying Operational and Service Excellence and for demonstrating Bank of America’s core values.
• Consistent in accomplishing daily targets and meeting the Turnaround time.
• Have been a consistent performer and exceeded set targets for several consecutive months.
• Consistently excelled and contributed towards the process improvements which were certified by the LOB partners.
• Recognized and rewarded several times for excellent performance in service delivery, demonstrating exceptional process learning ability and ownership.
• Recognized for achieving 100% Quality for consecutive months (Feb & March ‘2012).
• Recognized by Global Fraud Watch team for identifying fraudsters and received Global recognition award.
• Part of the Sales Chat (Card and Auto Loans) pilot team for BACI.
• I was identified as an SME (subject matter expert) and was nominated to coach new hires.
• Got promoted as TD Sup for my contributions in August 2016.
• Completed 6 years 9 months in the same organization and gained knowledge in various domains.
• Recognized and rewarded on behalf of team for closing maximum number of request in a month for 2 consecutive months.
• Recognized for identifying SIAI in the process.
• Recognized for conducting GBAM events without any escalations and awarded gold awards for two consecutive years.

• Currently leading QA team of 9 associates who will be auditing live request processed by onshore teams., BA Continuum Solutions Private Limited, I am responsible for maintaining customer’s accounts and providing resolution to the customer escalations arising with their personal checking and savings account and performing on accounts., Sports committee spoc for GBS, Team Member, Bank of America, Responding to Customer queries via Chat and escalating critical issues to internal teams., Shared best practices with the Team Members to help the Team scores., 06/01/2012, Senior Team member role, Bank of America, Responding to Customers queries and assisting new hires with product knowledge as mentor. Handled escalated issues and processed maintenance on the customer’s accounts., Participated in various Focus groups with Leaders to make the workplace better., Handled a Team of New Hires and grooming them on product/process knowledge as a part of my SME role and help them in understanding the core Values and Vision of the company., 06/01/2014, Team Developer role, Bank of America, Performing Quality Audits and providing feedback regularly to the Associates to help them meet/exceed their performance metrics., Conducting team meetings & providing feedback to the individuals on a monthly basis regarding the Quality., Quickly and effectively solve Customer/New hire Associate challenges., Cascading process update information across the floor via email., Auditing and sending feedbacks to the Associates within the team., 06/01/2016, Developer Supervisor role, Bank of America, Handle a team of 9. Act as a bridge manager for the new hires in training., Handle training calls within the organization and with Line of Business., Handling Attendance and leave Tracker, publishing hourly report for pending requests and Publishing Daily Closed reports for the process and doing RCA on the CTD miss cases, also providing feedback to associate based on RCA., Work allocation based on the shift timings and updating the share point tracker based on associated availability., Completing verifications of deletion requests of Treasury Services., 08/01/2016, Team Leader, Bank of America, Currently leading QA team of 9 associates who will be auditing live request processed by onshore teams., Generate an open report on daily basis and share with the Management & LOB partners and participated on LOB Calls on Reports.., Handling Attendance and leave Tracker, publishing hourly report for pending requests and publishing Daily Closed reports and doing RCA on the miss cases, also providing feedback to associate based on RCA., Work allocation based on the shift timings and updating the share point tracker based on associated availability., Completing verifications of deletion requests of Treasury Services and doing 4 eye check on the high risk products., 08/01/2020
• L1 Associate, GVK EMERGENCY MANAGEMENT AND RESEARCH INSTITUTE (108 SERVICES- MEDICAL, POLICE & FIRE), Handling different types of calls including emergency calls, caller concerns, follow ups, enquiries etc., Call monitoring for new Associates and on job training for team members., Retrieval, documentation and study of interesting cases., Analysis of reports to operations manager on daily basis/weekly basis., Coordinating with Emergency Medical Technicians for Assigning and Closing of Emergency Calls., Taking up additional responsibility of handling attendance, roaster, CFMS (Customer feedback management service), Escalations, quality analysis and other floor activities.

Part of Employee Engagement team and lead the team conducting sports activities within the Origanisation