Hi, I’m
Prasanna Nagarajan
Client Service Professional
Chennai,TN
Summary
A dynamic, meticulous, and highly experienced client-focused professional with over 20 years of experience, including 15+ years at Standard Chartered Global Business Services in Wholesale Banking Operations. Specializing in Client Services, with a strong track record of fostering client relationships and delivering exceptional service, coupled with a deep understanding and adherence to regulatory standards such as Anti-Money Laundering (AML), Know Your Customer (KYC), transaction monitoring, and compliance in Trade Finance. Proven expertise in resolving complex queries while proactively preventing potential escalations and complaints—maintaining high-quality standards and strict regulatory compliance. Adept at leveraging CRM systems to enhance client satisfaction and consistently exceed service benchmarks. Currently seeking to leverage comprehensive industry knowledge to drive compliant and client-centric growth, contributing to the continued success of the bank’s strategic objectives. Recognized for strengths in people leadership, stakeholder engagement, process improvement, complaint management, and MIS reporting.
Overview
22
years of professional experience
2
Certifications
2
Languages
Work History
Chaakri Enterprises – Sole Proprietorship
Entrepreneur
01.2023 - Current
Job overview
- Procure FMCG products, organic products, spices, pulses, honey, nuts and dry fruits directly from wholesale suppliers and manage retail operations in a mini supermarket format.
- Oversee end-to-end business functions including inventory management, customer service, and daily sales operations.
- Operate as a sole proprietor, independently handling procurement, pricing, and retail distribution of fast-moving consumer goods.
Standard Chartered Global Business Services
Senior Specialist – Trade AML & Transaction Monitoring
04.2022 - 11.2022
Job overview
- AML Risk Evaluation: Conducted end-to-end monitoring of trade transactions to detect red flags and risk indicators using predefined AML typologies and compliance checklists.
- Fraud Detection & Control: handled real-time pre-queue transaction to mitigate financial crime risks and prevention of money laundering.
- Regulatory Compliance Assurance: Ensured strict adherence to global financial regulations and Standard Chartered’s internal AML procedures.
Standard Chartered Global Business Services
Associate Manager
08.2019 - 03.2022
Job overview
- Served as Premier Service Manager for high-value trade clients in UAE.
- Client Portfolio Management: Oversaw 200+ premier and core clients across the Gulf and Europe markets, ensuring tailored support and query resolution.
- Escalation Handling: Acted as the single point of contact for escalated issues in trade finance and online channels.
- SLA & TAT Compliance: Maintained 90%+ SLA compliance for client queries with a standard TAT of 8 hours.
- Complaint Governance: Led structured monthly complaint reviews, enabling a 30% drop in unresolved complaints.
- Process Automation: Implemented Info-Manager alert integration in UAE, reducing inquiry volumes by 40% and saving 1.5 FTE.
- Performance Monitoring: Delivered weekly dashboards and MIS reports tracking productivity, escalations, and client satisfaction.
- Operational Risk Mitigation: Ensured adherence to compliance protocols, internal audit requirements, and nil process exceptions.
- Resource Planning: Forecasted volumes and optimized staffing based on seasonal load and client demand trends.
- Stakeholder Coordination: Collaborated with Middle East market heads and product teams to align on service strategies.
- Training & Development: Conducted cross-functional training sessions to upgrade team capabilities in client servicing and product knowledge.
- Cross-Functional Collaboration: Worked with product and ops teams to ensure accurate and timely client resolutions.
- Data Reporting & Analysis: Prepared monthly complaint analysis reports for senior service leadership.
- Additional Responsibilities:
- Individual Contributor as ADCC with 7 Years of experience on: Business Impact Analysis, Business Contingency Planning, Annual review & signoff of Business Contingency Plan & Strategy BCP testing Provide support during crisis incidents to ensure minimum business impact.
- Plan, conduct, and debrief regular mock-disaster exercises to test the adequacy of existing plans and strategies, updating procedures and plans regularly.
Standard Chartered Global Business Services
Team Leader
04.2013 - 07.2019
Job overview
- Served as Premier Service Manager for trade and cash clients in the UAE, providing dedicated support and managing daily service needs.
- Team Leadership: Managed a 10+ member team across voice and non-voice support, consistently meeting KPIs and SLAs.
- System & UAT Management: Led user acceptance testing for GEMS, Info-Manager, and email integration systems across MENA regions.
- Client Communication: Designed escalation matrixes and templates to improve response clarity and TAT.
- KPI & SLA Governance: Conducted monthly service request reviews, helping maintain 95%+ compliance in client SLA commitments.
- Process Transition Execution: Successfully migrated service processes for Iraq and Jordan to centralized operations, ensuring zero service disruption.
- Documentation Oversight: Conducted half-yearly DOI (Document of Instruction) reviews for accuracy across MENA units.
- Innovation & Tool Deployment: Piloted "TrackIt" and "Push Alerts" systems to enhance real-time updates to clients.
- Risk & Control Compliance: Monitored audit readiness and internal control mechanisms, achieving ‘Nil Exceptions’ in audits.
- Staff Mentoring & Upskilling: Facilitated process and system training to new hires, reducing onboarding timelines by 40%.
- Client Onboarding & Support: Streamlined new client activation and relationship setup workflows for improved experience.
- L2 Support Delivery: Provided second-line support for complex corporate client queries related to cash, trade, and online services.
- New Joiner Mentorship: Trained new team members on product knowledge and customer interaction etiquette.
- Audit Documentation: Maintained compliant records for all client interactions and closure notes.
- Issue Resolution: Actively closed high-volume service tickets within SLA, improving TAT compliance.
Client Services Group (CSG- Trade)
Senior Officer
01.2010 - 03.2013
Job overview
- Client-Centric Service: Ensured high-touch service delivery to Institutional and Commercial Banking clients, improving satisfaction scores.
- Channel Optimization: Handled both inbound calls and structured emails, maximizing support coverage.
- Process Documentation: Drafted SOPs and response scripts for recurring client inquiries and escalations.
Global Contact Center
Officer - Business Intelligence & Work Force Management
12.2006 - 01.2010
Job overview
- Workforce Scheduling: Managed manpower planning by forecasting volumes, determining staffing needs, creating employee schedules, and overseeing real-time workforce management.
- Capacity Management: Led capacity management efforts by aligning hiring with forecasted volumes and attrition trends, raising job requisitions through PeopleSoft, and performing regular reconciliation.
- Executive Reporting: Prepared and presented Management Business Review (MBR) decks for leadership, providing insights on operational performance and strategic initiatives.
- Performance Monitoring: Drove performance management by identifying underperformers, implementing improvement plans, and ensuring alignment with business goals and KPIs.
Celebrity Fashions Ltd.Chennai, Tamil Nadu
Commercial Executive – Exports & Imports
09.2001 - 04.2025
Job overview
- Expertise in E2E on export handling documents and shipment planning.
- Handled Bank documents, advance payments, customer documents and custom document.
- Raising of purchase order, clearance follow up, design of landing cost & assisting verification of bills.
- Cargo verifications, shipment despatch and production status follow up.
- AEPC filling, FCFS Application and proof, LUT proof, preparation of BRC and bank attested invoices.
- Achievements
- Avoided packing Discrepancies.
- Avoided pre-paid Shipments.
- Cleared the Embargo Cargo on time (2k4–Embargo).
- Cash Awards
- Received frequent monthly cash awards and special remunerations in recognition of outstanding performance.
Sea Rock Logistics Pvt. Ltd.Chennai, Tamil Nadu
Exim Assistant
01.2001 - 09.2001
Job overview
- Preparation of bill of entry for both Air and sea shipments.
- Air custom clearance & delivery for both Import & Export shipments.
Vishwa Shipping Agency
Shipping Assistant
10.1999 - 01.2001
Job overview
- Stock maintenance custodian at CFS.
- Handling bill of landings and delivery orders for sea shipments.
- Stuffing and de-stuffing for both C import and export at CFS.
Education
A.M. Jain CollegeMadras, India
Bachelor of Business Administration (BBA)
01.1999
Skills
Trade Finance Operations
AML & Transaction Monitoring
SWIFT Messaging
International Payments
MS Excel (Advanced)
GEMS System
MIS Reporting
Compliance Monitoring
BCP/DR Planning
Correspondent Banking operations
Cash Management (Payments, Collections, Cheque Clearing, Book Transfers)
Online Corporate Banking Channels
Compliance and Audit processes
User Acceptance Testing (UAT)
Real-time queue management and trend analysis
Client Relationship Management
Communication & Email Etiquette
Analytical Thinking
Time Management
Team Leadership
Stakeholder Engagement
Attention to Detail
Adaptability
Process Improvement
Problem-solving and decision-making
Process improvement mindset
Time management and multitasking
Adaptability to dynamic environments
Attention to detail
Crisis and escalation handling
Training and mentoring frontline staff
Certification
Trade Level II – Standard Chartered GBS WB School (2013)
Accomplishments
- Award-Winning Email Integration Project: Recognized with a “GBS ICON Award” for conceptualizing and implementing an integrated email query system, resulting in significant FTE reduction.
- Client Enquiry System Development (GEMS): Received Certificate of Appreciation from Regional Head for pivotal role in launching the Global Enquiry Management System.
- Successful Process Migration: Earned appreciation from Head – Client Service Group for smooth migration of Cash & Trade Non-Voice processes for Qatar, Oman, Bahrain, Iraq, and Jordan.
- Query Reduction via Automation: Successfully rolled out Auto Alert Systems in the UAE, leading to a 40% drop in inquiries and saving 1.5 FTEs.
- Referral Reduction Excellence: Acknowledged by the Global Head – Operations for leading improvements in the 2017 Referral R eduction Project.
- Escalation Accuracy Improvement: Formed and trained a specialized “angst” team, increasing escalation resolution accuracy from 37% to 80% in 2015.
- Process Streamlining: Introduced email response templates and query tagging mechanisms, reducing duplicated queries by 25%.
Awards & Recognitions
ICON Award – Value Champ (Trustworthy) – Q4 2007 Recognized for embodying trust and integrity in delivering client services., ICON Award – Business Champ (Team) – Q2 2010 Honored for exceptional team performance and collaborative execution., ICON Award – Business Champ – Q2 2013 Awarded for the successful implementation of the Email Integration project, leading to FTE reduction., ICON Award – Value Champ – Q4 2013 Recognized for consistent high-value contribution to service excellence., ICON Award – Value Champ – Q1 2014 Acknowledged for leading the GEMS system migration project for Qatar., ICON Award – Business Champ (Risk) – Q3 2014 Awarded for driving operational risk reduction initiatives., Exceptional Service Recognition – Chennai Flood Relief Support – Dec 2015 Commended by the Global Head – Cash & Trade Operations for unwavering support during the crisis. Crisis Response Recognition: Honored by Global Head – Cash & Trade Operations for exemplary support during 2015 Chennai Flood.
Personal Details
- Date of Birth: December 9, 1977
- Languages Known: English, Tamil
Timeline
Entrepreneur
Chaakri Enterprises – Sole Proprietorship
01.2023 - Current
Senior Specialist – Trade AML & Transaction Monitoring
Standard Chartered Global Business Services
04.2022 - 11.2022
Associate Manager
Standard Chartered Global Business Services
08.2019 - 03.2022
Team Leader
Standard Chartered Global Business Services
04.2013 - 07.2019
Senior Officer
Client Services Group (CSG- Trade)
01.2010 - 03.2013
Officer - Business Intelligence & Work Force Management
Global Contact Center
12.2006 - 01.2010
Commercial Executive – Exports & Imports
Celebrity Fashions Ltd.
09.2001 - 04.2025
Exim Assistant
Sea Rock Logistics Pvt. Ltd.
01.2001 - 09.2001
Shipping Assistant
Vishwa Shipping Agency
10.1999 - 01.2001
A.M. Jain College
Bachelor of Business Administration (BBA)