Rekha B S

Process: Remediation and International Domestic Collections

• Team handles the repair of Magnetic Ink Character Recognition (MICR) information such as dollar amount, serial number, routing number and account number that has rejected or information being defective
• Managing team of 20 employees, which includes 12 from Remediation and 8 from IDC team
• Initiated the demand mitigation programme with in the Central team and was able to mitigate Credit card coupon and other check volumes
• Inspecting and monitoring workload efficiency to ensure customer needs are met to the required standards
• 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
• Team huddle and monthly meeting has been conducted regularly to understand the team concerns and to set expectations
• NIL audit and compliance risks identified by internal audit and OCC audit for my team
• Coordinated with other teams to come up with resource management plans during contingency
• Identified the processing gaps and highlighted to the Business area which resulted in streamlining of the process increasing the efficiency by 10%
• 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.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• 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.
• Maintained database systems to track and analyze operational data.

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