Rekha B S

Process: Exceptions and Returns and International Domestic Collections

• Managed end to end Exceptions and Returns operations across ACH, Wire and Check payment rails, ensuring accurate investigation, resolution and timely disposition of exceptions items
• Led a 30 direct reports, driving daily execution through capacity planning, queue prioritization and intraday workload balancing
• Initiated the demand mitigation programme with in the Central team and was able to mitigate Credit card coupon and other check volumes
• Consistently achieved same day SLA for exaction and return items, maintaining strong throughput and responsiveness during volume spikes
• Trained on Lean management Operation System (LMOS) and implemented in the process an brought up Continuous Improvement Idea which helps to reduce the check volumes in IDC
• Sustained 100% quality outcomes through strict adherence to procedures, targeted coaching and ongoing quality checks
• Maintained zero backlog by actively monitoring queue aging, managing escalation and reallocation of capacity to prevent carryover
• Coordinated with other teams to come up with resource management plans during
• Performed root cause analysis on recurring exceptions returns and partnered with upstream/downstream teams to reduce repeat defects and manual rework
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Reviewed, implemented and updated company records related to team activities for future reference.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Ensured operational risk and compliance controls were executed as designed, supporting audit control testing with complete documentation and timely response
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Leveraged EIV, Customer Assist TRIPs application to manage workflow, track performance and standardize triage/ disposition processes

Process: CTR Operations

• Currency Transaction Report (CTR) process is about any suspicious or unusual activity should be reported by a financial institution to
• Financial Crimes And Enforcement Network (FinCEN) in the manner prescribed by its appropriate federal regulator or Bank Secrecy Act
• Managed the team of 10 and was into allocation and monitoring the CTR's queue as per SLA
• Handled various CUG(Control Utility Group) activities such as Subpoena work return etc
• SPOC for employee engagement activity and RCO RnR activity
• Since October-18 moved into IC role and takes care of activities such Doc ID sampling
• Monitoring File Loads and CTR create Job, System Down time Management, Work returns e-mails monitoring, Subpoena
• Request, CTR Fax Inquires mailbox Management, Work Return
• Reconciliation, CTR Ageing Report, Capacity Planning, Allocation of Web forms Paper CTR

Process: Payments Operations and Investigations GSC

• Payments and Investigation process was migrated from MYH in Dec-which was part of Hibiscus project
• Travelled to HYD (counterpart) and re migrated various queues for the process
• Managed payments processing team, managed the team of 8 staff in the Global Payments Processing for US region
• Possess strong knowledge about payments and SWIFT, Serial Cover method of payments and Investigations such as Unable to apply, Return of principle, Compensation and Back valuation
• Worked closely with my business partners (United Sates) and counter parts (HYD, NIYH) to identify risks and gaps in the process and have put redesigned work flows and controls in place to mitigate operational losses
• Opportunity has given to staff to work with OPI and CD team on the automation projects
• Was part of Blue Prism and Auto Forward Correspondence project which got successfully implemented, on increasing core productivity levels which led to reduction of 2 FTE

Process: Global Billing System (GBS)

• My role responsibilities include processing support to On-board and
• Off-board customers, perform Product Maintenance, Pncmg
• Maintenance and Refund processing for the global clients
• Additional Responsibilities
• Quality Checker — Perform quality checks on billing system profiles to ensure quality standard are met as per business requirements
• Training and Migration Support - Training backfill staff and provide cross training support to multiple queues

Process: Recoveries

Served for Lloyds TSB bank customers where the monthly,- payment plan was put in place to collect the debt of the customers on defaulted accounts, cards and loans