Rama Shivshankar
Bangalore
Summary
Executive Management Professional with over 30 years of experience in leading Fintech & ATM Operations, Strategy, Vision, Compliance, Client Servicing, Customer Service, Project and Implementation Management and Team Building
Overview
30
30
years of professional experience
5
5
Languages
Work History
HEAD -Operations / Reconciliation and Settlement
Transaction Analysts India Pvt Ltd
08.2023
- Heading the team for reconciliation /settlement /chargeback and Business Operations for Telangana State E-Wallet Rajasthan -Jan Aadhar E-wallet and TA Wallet ., Expense Management and PAPG Escrow Account Management Reconciliation and Settlement Functions Transaction Monitoring Wallet Registration/closure/Status Changes/ Operations Merchant Management (Onboarding) AML/KYC Monitoring Fraud management Chargeback & Dispute Management Customer Grievances MIS Customer Relationships All Business Operations
Senior Manager –Projects
Insolutions Global Ltd
12.2022 - 08.2023
- Handling End to End Recon Projects for Unity Small Finance Bank And AU Small Finance Bank ( Card Based…
- NFS, Rupay, Visa , Mastercard ) Non –Card Based …UPI, AEPS , IMPS)( Fund transfer .
- NEFT, RTGS ) and Cash in ATM
- Credit Card reconciliation for Jupiter Money
Senior Manager – Project and Service Delivery Management
AGS Transact Technologies Ltd.
09.2019 - 11.2022
- Managing accounts of ICICI and Axis bank in terms of SLA agreement finalization with client Customer Onboarding,Project Management and Transition Management Liasing with clients for new business /solutions Driving iternal and externa teams to meet contractual SLA
- Ensuring monthly/quarterly compliance certification related to Regulatory requirements
PROJECT MANAGER
NCR Corporation India Pvt. Ltd.
11.2016 - 12.2018
- Responsible for developing project scope, cost estimates, resource requirements, time schedules, communication plans, assess risks, stakeholder and create work assignments to meet project objectives Manage projects right from the planning phase, to collecting requirements, from the client to coordination with other teams, lead cross functional initiatives, manage resources, vendors, provide overall direction, conduct risk management analysis, have contingency plans, and ensure efficient operation and on-time project delivery Render primary leadership and support to the project teams in implementing requests; direct and monitor the team and handle resource management, allocation of requirements to team members, based on project requirements, delivery dates, project milestones and ensure efficient operation and on-time project delivery Develop and follow procedures, guidelines for quality assurance testing, quality delivery and manage Daily Standups, Retrospective Meetings and stakeholder communication Plan and execute I&C rollout for assigned regions and provide technical support, oversee quality check of Installations
- Oversee AT/NMS integration activities and resolve RFI issues Handling projects for State Bank Of India, Bandhan Bank, UCO Bank, Central Bank Of India,HDFC Bank, ICICI Bank and Tata Communications across PAN India and handle vendor & customer escalations and direct them to appropriate teamsfor resolution Developed, executed and implemented effective customer service business and after sales plans, determined root cause of problems and recommended changes for improvement.
SERVICE IMPLEMENTATION MANAGER
NCR Corporation India Pvt. Ltd.
01.2006 - 10.2016
- Managed multiple on-going project tasks of various complexities, which required strong follow up, consistent communication and streamlined organization for successful completion through Strategic Planning and Execution Handled the installation, upgrades for number of ATM machines across 6 locations leading a team of 15 personnel and was directly responsible for managing their performance, coaching, mentoring and development Led a team of field engineers for Gujarat and Uttarakhand regions to oversee implementation /reimplementation shiftingactivities, and served as the primary point of contact while leading the overall operations and managing processes Was Involved in all stages of the implementation, from requirements gathering to development/testing/go- live etc
- And also managed various accounts acting as the single point of contact for all queries, issues and escalations Actively worked on strategies to meet client’s revenue targets, supervised ATM Operations and implemented processes to ensure there is no revenue loss Responsibilities also included leading Service Delivery Operations, Customer Support, Stakeholder Communication, Account Management, identifying new business opportunities and profitable solutions for clients and documentation Incident Management
- Managed Kotak incident Management team in NCR Corporation
- Handled a team of 7 to 10 people
- Maintained uptime above 90% at any given point of time ,Ensured timely escalations to higher ups
- Daily MIS and other relevant reports were shared on timely basis for both internal and external review.
PORTFOLO MANAGER
HDFC Securities
01.2001 - 01.2002
- Provided wealth management services and commercial products for a diversified group of Private Banking Clientsincluding high net worth individuals Delivered leadership in establishing deep client relationships and delivering high levels of service to clients Handled high value clients (NRI’s) and maintained a retention rate of 100% as a result of increased one on one relationshipbuilding leading to an increased customer satisfaction Prepared and delivered sales proposals and coordinated implementation of cash management solutions and Source newclients through self-initiated business development efforts to meet loan volume goals
OFFICER
Tata Share Registry Ltd.
01.1997 - 12.2000
- Handled a variety of functions related to Financial Investment Services and Client Services including providing financial solutions to customers, financial institutions like Stock Holding, Tata Steel & number of International Banks, all services related to electronic demat accounts including reconciliation, transfer of deeds, member registrations etc
- Responsibilities also included generating various documents & submitting them on behalf of client companies, providing information to clients when requested and providing assistance in registration of legal documents
OFFICE ASSISTANT
Tata Share Registry Ltd.
06.1994 - 12.1996
JUNIOR ASSISTANT OFFICER
Tata Share Registry Ltd.
06.1993 - 06.1994
Education
B. COM -
MUMBAI UNIVERSITY
Courses completed - undefined
Done till now
Skills
Strategic Communication & Planning
Operations Management
Budgeting & Costing
Revenue Strategy
Stakeholder Management
Team Building & Mentoring
Project Management
Cross Functional Leadership
Deployment Support
Customer Service Operations
Procedure Development
Time Management
Performance Monitoring
Personnel Management
Recon and Settlement
Accomplishments
- Successfully over achieved all targets in all organizations till date through efficient planning and execution
- Oversaw implementation of 50000 number of ATMS across India and attained a 95% customer satisfaction rate
- Implemented a number of process driven strategies and achieved 100% of assigned targets consistently
- Set up Operation, reconciliation and settlement processes
- Managed a database of more than 1 lac with 0.2% error leading to recognition as the Best Maintained Database across APAC, EMEA and Europe regions
- Appreciated by customers on numerous occasions for providing them with support to reach their targets consistently
Additional Information
Project Management Fundamentals, Operational Excellence, RBI training on Consumer Protection For NON -Bank PPI Issuers, PCI DSS Compliance, True, True, True
Personal Information
Date of Birth: 02/12/69
Timeline
HEAD -Operations / Reconciliation and Settlement
Transaction Analysts India Pvt Ltd
08.2023
Senior Manager –Projects
Insolutions Global Ltd
12.2022 - 08.2023
Senior Manager – Project and Service Delivery Management
AGS Transact Technologies Ltd.
09.2019 - 11.2022
PROJECT MANAGER
NCR Corporation India Pvt. Ltd.
11.2016 - 12.2018
SERVICE IMPLEMENTATION MANAGER
NCR Corporation India Pvt. Ltd.
01.2006 - 10.2016
PORTFOLO MANAGER
HDFC Securities
01.2001 - 01.2002
OFFICER
Tata Share Registry Ltd.
01.1997 - 12.2000
OFFICE ASSISTANT
Tata Share Registry Ltd.
06.1994 - 12.1996
JUNIOR ASSISTANT OFFICER
Tata Share Registry Ltd.
06.1993 - 06.1994
B. COM -
MUMBAI UNIVERSITY
Courses completed - undefined
Done till now