Prathap Kumar
Manager
Bangalore,KA
Summary
Proven leader in quality assurance and operations management, adept at fostering a culture of continuous improvement and collaboration at First Citizen India. Skilled in strategic planning and staff management, with a strong focus on achieving key performance indicators and mentoring team members for success. Demonstrated ability to enhance productivity and quality, ensuring compliance with regulatory standards.
Overview
11
11
years of professional experience
Work History
Manager of KYC QA
First Citizen India
03.2024 - Current
- Led a team of QA analysts, providing guidance on best practices and ensuring consistency.
- Implemented new quality assurance for KYC and Non-KYC Process
- Optimized resource allocation within the QA department, resulting in improved overall productivity without compromising on quality standards.
- Fostered strong partnerships with stakeholders from various departments including Risk, Compliance, KYC Makers Team, and Business Intelligence Team.
- Cross-trained existing employees to maximize team agility and performance.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Mentored junior team members, fostering a culture of continuous learning and professional growth within the QA.
- Championed a culture of quality across the organization by promoting awareness of QA processes among all employees.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple projects within established timeframes.
- Maximize performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns, and finding appropriate middle ground.
Lead Operations Analyst
Silicon Valley Bank
03.2022 - 07.2024
- Coordinated with internal and external stakeholders on Setting up new process (FLOD KYC), ensuring all parties were informed of progress and expectations were met.
- Optimized resource allocation through effective scheduling and workload management, ensuring timely completion of tasks and projects.
- Streamlined operations by implementing efficient processes and procedures, leading to increased productivity and Quality scores.
- Championed process automation initiatives using technology solutions, increasing accuracy and reducing manual labor requirements.
- Conducted thorough risk assessments on new projects as part of the decision-making process before implementation or roll-out began.
Senior KYC Analyst
Silicon Valley Bank
03.2021 - 03.2022
- Served as a subject matter expert on KYC matters, providing advice and support during internal audits or regulatory examinations.
- Performed quality assurance checks on completed KYC files, ensuring accuracy and completeness while adhering to internal policies and regulatory standards.
- Provided guidance and training to junior analysts, fostering a culture of continuous learning within the team.
- Streamlined the onboarding process for new clients, resulting in more efficient account openings.
- Supported the implementation of new technology solutions, enhancing the efficiency of KYC processes and reducing manual efforts.
Operations Analyst
Silicon Valley Bank
08.2019 - 03.2021
- Reviewed new prospect KYC documents to meet requirements and determine business model risk.
- Adjusted end-to-end KYC process needs to align with workforce capabilities.
- Ensured compliance with regulatory requirements by conducting thorough customer due diligence checks.
KYC CDD Analyst
HSBC
08.2016 - 08.2019
- Ensured compliance with regulatory requirements by conducting thorough customer due diligence checks.
- Supported KYC processes for NTB and existing customers.
- Performed periodic reviews and reports on High net worth individuals and entities to comply with rules, regulations and KYC requirements.
- Managed a high volume of client data, maintaining strict confidentiality and adhering to internal policies for information handling.
- Performed quality checks on completed customer files, ensuring accuracy and completeness before submission for review or approval.
- Conducted KYC formality reports on questionable accounts and transactions.
- Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
Technical Support Representative
24/7
01.2015 - 07.2016
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- point of contact for cold calls.
- Managed high levels of call flow and responded to technical support needs.
Insurance Customer Service Representative
First Source
08.2014 - 12.2014
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Assessed customer needs and recommended suitable insurance policies.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Completed customer applications and updated records to reflect current information.
Education
Bachelor Of Business Administration And Management - Finance
Baldwin Methodist College
Bangalore04.2014
Timeline
Manager of KYC QA
First Citizen India
03.2024 - Current
Lead Operations Analyst
Silicon Valley Bank
03.2022 - 07.2024
Senior KYC Analyst
Silicon Valley Bank
03.2021 - 03.2022
Operations Analyst
Silicon Valley Bank
08.2019 - 03.2021
KYC CDD Analyst
HSBC
08.2016 - 08.2019
Technical Support Representative
24/7
01.2015 - 07.2016
Insurance Customer Service Representative
First Source
08.2014 - 12.2014
Bachelor Of Business Administration And Management - Finance
Baldwin Methodist College
Skills
Key Performance Indicators
Improvement initiatives
Coaching and mentoring
Operations management
Strategic planning
Staff Management
Problem-solving skills
Documentation and reporting