Pravish Fernando
Bangalore
Summary
Dynamic Team Leader at JP Morgan Chase with a proven track record in process improvement and client communication. Skilled in escalation management, I drive successful implementations that enhance customer retention and deliver measurable business outcomes. My leadership fosters collaboration, ensuring compliance and strategic alignment across initiatives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader
JP Morgan Chase
Bangalore
12.2023 - Current
- Well developed analytical and information gathering skills: able to question complex information to identify root-cause and effect and deliver inspiring solutions whilst displaying an entrepreneurial spirit
- Effective, proactive communicator and motivational, collaborative team member; able to prioritise and ensure deadlines are met through effective time management and planning
- Creating Business Case & Presenting Change Strategy for the project to management & stakeholders
- Participated in Robotic Process Automation Workshops for the Pilot project for the Organization Conducted Process Risk Assessment & prepared dashboard for senior management.
- Support the implementation of process improvement recommendations, including training, communications, and lessons learned.
- Track record of successful implementations that deliver value to the business, resulting in measurable business outcomes, while demonstrating business acumen and the ability to express process improvement work in terms of business value
- Supports as team member in global process improvement initiatives
- Consistent Tracking of change absorption by business through readiness assessment
- Establish a performance governance framework, current performance & goals / industry benchmarks.
- Pioneered realization of a certain method or idea to demonstrate its feasibility (PoC).
- Ensure processes are compliant to the governance and documentation standards.
- Conduct Process Risk Assessment & prepared dashboard for senior management.
- Work with leadership to understand business strategy, direction, tactical and strategic
- Incorporate Compliance, Legal and Risk reviews where applicable.
- Undertake comprehensive reviews of Alphabet business processes, identifying and implementing opportunities to enhance the customer experience, meet regulatory requirements and mitigate business risk.
- Benchmarks with industry best practices.
- Facilitated change workshops and design sessions with onshore partners.
- Delivered improvement solutions through LEAN initiatives of Restructuring, Cost Reductions.
SENIOR CLIENT CARE RETENTION EXECUTIVE
Standard Chartered GBS
Chennai
06.2015 - 06.2018
- Call Personal Loan/Mortgage /Credit Card customers who have written/called to the Bank for Closure with an aim to retain
- Identify customer issues & provide a resolution
- Adhere to TAT for closure & Reversals
- Adhere to Cancellation & Reversal Budgets
- Record findings and highlight
- Accurate and complete data capture
- Explain retention offers & negotiate with the least possible reversal
- Establishing a culture and systems and controls to ensure that the businesses operate according to higher standards of regulatory and compliance practices as defined by requirements including local banking laws and anti-money laundering guidelines as part of developing a culture of good compliance
- Ensure the defined escalation mechanism is followed and appropriate disciplinary process as defined should be implemented
- Ensuring the recommended process of Retention is followed
PHONE BANKING OFFICER
CITIBANK
Chennai
05.2014 - 06.2015
- Handle queries and complaints from customer calls quickly and effectively
- Ensure timely handling and escalations as required
- Maintain cardholder contact records to reflect current information
- Meet the expected turnaround time
- Analyze, Assess and Report cases accurately
- Escalate cases basis the Escalation Matrix as and when required
Education
Bachelor of Arts - English
Karpagam University
Chennai01.2012
Skills
- Escalation management
- Cash management
- Process improvement
- KYC compliance
- Client communication
- Customer retention
- Leadership
- Multitasking Abilities
Certification
Certified in KYC, AML, and Compliance Officer - V Skills
Hobbies and Interests
- Badminton
- Swimming
Languages
- English
- Tamil
Personal Information
- Father's Name: Disson Fernando
- Date of Birth: 04/14/87
- Nationality: Indian
- Marital Status: Married
Timeline
Team Leader
JP Morgan Chase
12.2023 - Current
SENIOR CLIENT CARE RETENTION EXECUTIVE
Standard Chartered GBS
06.2015 - 06.2018
PHONE BANKING OFFICER
CITIBANK
05.2014 - 06.2015
Bachelor of Arts - English
Karpagam University
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