PHILOMIN KRUBA LIFEWIN
Summary
Exclusive Case Manager managing international onboarding cases from initiation to completion across APAC, EMEA, UK, and USA. Applies KYC/CDD/EDD checks, resolves documentation gaps with Relationship Managers and control teams, and maintains audit-ready records and case notes. Uses Excel TAT tracking and clear status updates to keep work moving and support governance review. Energetic and empathetic individual with natural ability to connect with and support clients. Possesses solid understanding of client assessment and resource coordination, coupled with strong communication and organizational skills. Committed to making positive impact by effectively managing cases to improve client outcomes.
Overview
4
4
Languages
3
3
Certificates
5
5
years of professional experience
Work History
Policy Procedure & Knowledge Support
HSBC
02.2023 - Current
- Coordinated procedure documentation and ensured compliance with industry standards. Implemented process improvements to enhance efficiency and reduce errors in workflow.
- Trained staff on new protocols, fostering understanding and adherence to best practices.
- Produce plain-language guidance and quick reference materials (Word/Powerpoint) to support consistent ways of working and improve first time right handling.
- Refresh guidance when new clarifications, recurring issues or changes are identified, ensuring content remains relevant and operationally usable.
- Communication changes clearly through email / teams covering what changed, why,who's impacted,timing (where applicable) and required actions.
- Support governance by keeping clear evidence in records and trackers, ensuring information is retrievable for follow up queries and review.
International Client Onboarding
HSBC
02.2023 - Current
- Manage enquiries end-to-end, ensuring actions, decisions and outcomes are documented clearly and consistently to support operational control and audit readiness.
- Draft and update internal guidance in Word and PowerPoint (quick reference notes/FAQs/step-by-step instructions) to help colleagues handle recurring scenarios consistently and reduce rework.
- Apply standard checklists/defined steps to ensure completeness and quality of information captured and to maintain consistent handling across the team.
- Deliver ad-hoc broadcast communications via email and Teams to share updates, clarifications, recurring issues and required actions for colleagues.
- Interpret complex supporting information, identify risk/customer-impact themes early, and escalate sensitive items promptly with clear summaries and recommended next steps.
- Maintain an Excel Turnaround Time (TAT) tracker to monitor progress, highlight ageing items/backlogs, and support reporting and prioritization discussions with stakeholders.
- Feb 2023 to date
- Key responsibilities
- Enquiry Helpdesk & Live Chat | Aug 2023 – to date
- Skilled at working independently and collaboratively in a team environment.
Exclusive Case Manager
HSBC
10.2021 - 05.2022
- Managed onboarding cases from initiation to completion with strong discipline, clear ownership and accurate status tracking.
- Gathered, validated and quality-checked KYC/CDD/EDD documentation using structured checklists/standard steps, ensuring alignment to client risk rating, profile and jurisdictional requirements.
- Coordinated with Relationship Managers and internal stakeholders (Compliance/Operations, Legal, Tax and product teams where applicable) to resolve documentation gaps and exceptions.
- Supported cross-border onboarding across APAC, EMEA, UK and USA, including document certification, beneficial ownership, source of wealth/funds and tax residency requirements.
- Maintained clear case notes and supporting evidence to enable governance review, reduce rework and support audit-readiness expectations.
- HSBC
- Oct 2021 to May 2022
Education
Bachelor of Commerce -
Bangalore University
Skills
KYC/CDD/EDD documentation validation; cross-border onboarding exposure
Documentation quality control; evidence collation; audit readiness mindset
Stakeholder management and structured status reporting
Escalation handling; issue triage and resolution support
Excel reporting/MI support: TAT tracking, ageing/backlog visibility
Case workflow management
Onboarding controls
Regulatory documentation review
Process improvement
Quality assurance
Certification
Aspire Leadership Achievement Program – 2024, Junior Financial Capability Program Trainer – 2024, Agile Business Analyst – Degreed 2025
LINKED IN LEARNING (2025)
- Six Sigma – White Belt
- Digital Transformation Foundations
- Agile Product Owner Role
- Using Strengths for Impact & Influence
CSR & LEADERSHIP EXPERIENCE
HSBC, 2025-05, 2026-02, Delivered sustainability training to school students as part of HSBC CSR initiative (May 2025 & Feb 2026), promoting awareness and adoption of sustainable practices, Facilitated engaging learning sessions, demonstrating strong presentation and mentoring skills
Timeline
Aspire Leadership Achievement Program – 2024, Junior Financial Capability Program Trainer – 2024, Agile Business Analyst – Degreed 2025
06-2024
Policy Procedure & Knowledge Support
HSBC
02.2023 - Current
International Client Onboarding
HSBC
02.2023 - Current
Exclusive Case Manager
HSBC
10.2021 - 05.2022
Completed Lean Project.
02-2011
CERTIFICATION: Training 2010 ISO 9001:2008 Quality Management System Training from WNS (AVIVA) Business Process Excellence & Training (BPET) - Bangalore.
03-2010
Bachelor of Commerce -
Bangalore University
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Malayalam
Intermediate (B1)