Summary
Overview
Work History
Education
Skills
Passport
Personal Information
Awards
Projects
Timeline
Generic

Rekha Kesavulu

Client Life Cycle On-boarding, Governance, Risk Framework
Chennai,MH

Summary

SME, Global Process Ownership, Risk Management and Governance for Financial Institutions and Corporate Onboarding.

Process Design and Implementation to support various Regulatory Reforms, Banks strategic initiatives like Enterprise Fraud Risk, Conduct Management, Anti- Bribery.

Design & Implementation of Controls and Assurance Framework for processes as a part of Operational Risk Framework across the process universe; identify potential failures, assess Gross Risk based on risk types, define controls and control monitoring checks, Key Risk Indications & assess global residual risks, manage on-going monitoring and escalations for 43 markets (countries).

Overview

20
20
years of professional experience
3
3
years of post-secondary education

Work History

Assistant Vice President - Global Process Owner Support (GPOS)- SME - Client Lifecycle Design Management

Standard Chartered Global Business Services
4 2022
  • Global Process Owner support as Process Subject Matter Expert (SME), facilitate process-related decisions, support various strategic change initiatives from GPO’s office. Self-assurance reviews for CLDM Operations. Design, review & approvals of process/procedure notes for all Client Life Cycle processes across 43 markets (countries). Support Group Internal Audit & external audits/reviews from CLDM Process Owners office. Data model Design & Implementation to support the process & business models for the bank. This includes analysis of current data, propose strategic and tactical remediation
  • Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings.
  • Communicated with leadership teams to assist with administrative initiatives and decisions and attended weekly meetings to support policy changes.
  • Enhanced communication between departments by developing effective reporting structures and information-sharing platforms.
  • Increased efficiency by streamlining processes and implementing new software tools across all footprints
  • Fostered strong relationships with second line of defense teams, leading establishing efficient process and governance controls.

Senior Manager - Standard Chartered GBS

Standard Chartered Global Business Services
10.2021 - 03.2022
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Implemented and developed operational standards, policies and procedures.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Provided strong leadership to enhance team productivity and morale.
  • Responsible for renewals of all Department Operational Instructions and ensuring all the regulatory requirements of each country are covered 20+ markets. Ensuring the Group rolled out process are cascaded to the team and respective unit managers and staff are trained in the process Responsible for reviewing the E2E process for all processes rolled out by Client Lifecycle Design Management New products launched in SG for Saadiq accounts, E2E process review, UAT/UVT were performed to successfully launch the product in SG. Saadiq product code conversion in AE, E2E process review, UAT/UVT. Assisting and Fixing the product table in eBBS. Ensuring all the process changes are duly signed and implemented. The roles also include training the team, role certification completion for all staff, and Newsletter publication. Ensure Policies and Minimum control standards are reviewed on a periodical basis and followed through for implementation
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Consistently met or exceeded annual performance targets set by senior leadership.
  • Partnering with country teams on policy revisions, identifying gaps & implementations. Continuous improvement of client experience by increasing first-time resolution rate through various Robotic and Lean based implementations, thereby Identifying and leveraging opportunities/synergies across markets.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.

Manager - Standard Chartered GBS

Standard Chartered Global Business Services
12.2016 - 03.2020
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Reengineered the process to meet end-to-end TAT across all Countries and meet high client requirements. Set cross location Business Continuity management team. Handled account opening process for multiple markets and set up enhanced standards to enable faster TAT. Influencing the team to set and understand goals and how the goals benefit the organization and self.
  • Operations Experience Handled account opening process across all Middle East markets, India Client Due Diligence, and Account opening process for corporate clients. Key responsibilities include Stakeholder management, Review run rate, SLA Management, and policy dissemination across Anti Money Laundering / CDD world. Partnering with country teams on policy revisions, identifying gaps & implementations. Establishment of and compliance to all policy decisions in relation to the Retail CDD Procedures and ensuring the name screening of the client is performed. Assisting and coordinating with team members on daily production & monitoring the workflow at regular intervals. Review and manage capacity periodically based on the business requirement/ forecasts from clients. Responsible for promoting a zero-tolerance culture towards Password controls, Access control restrictions, Group Operational Risk Policy compliance including reporting (Realtime incident reporting, reporting of operational risks identified, reporting of transactions in difficulty, etc.), Information Security, and data confidentiality. Conduct Process Risk Analysis for all High-Risk processes being handled in the team to identify the risk associated with the processes. Ensure that the risks identified are reported, assessed and controls put in place to mitigate the same.

Assistant Manager

Standard Chartered Global Business Services
12.2007 - 11.2016
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • Reengineered the process to meet end-to-end TAT across all Countries and meet high client requirements. Set cross location Business Continuity management team. Handled account opening process for multiple markets and set up enhanced standards to enable faster TAT. Influencing the team to set and understand goals and how the goals benefit the organization and self.
  • Handled account opening process across all Middle East markets, India Client Due Diligence, and Account opening process for corporate clients. Key responsibilities include Stakeholder management, Review run rate, SLA Management, and policy dissemination across Anti Money Laundering / CDD world. Partnering with country teams on policy revisions, identifying gaps & implementations. Establishment of and compliance to all policy decisions in relation to the Retail CDD Procedures and ensuring the name screening of the client is performed. Assisting and coordinating with team members on daily production & monitoring the workflow at regular intervals. Review and manage capacity periodically based on the business requirement/ forecasts from clients. Responsible for promoting a zero-tolerance culture towards Password controls, Access control restrictions, Group Operational Risk Policy compliance including reporting (Realtime incident reporting, reporting of operational risks identified, reporting of transactions in difficulty, etc.), Information Security, and data confidentiality.

Senior Officer and Team Leader

Intelenet Global Services (JV of Black Stone USA) Ascendas
01.2005 - 11.2007
  • Client Onboarding post validating Know Your Customer and account activation.
  • Monitoring the productivity, and accuracy parameters of each member of the team to ensure that deliverables are met on an ongoing basis.
  • Providing constant feedback to the team members for them to meet their day-to-day activities

Service and Support Specialist

Slash Support India Private Ltd
- 11.2004
  • Monitored systems in operation and quickly troubleshot errors.
  • Boosted customer confidence in company products through consistent provision of accurate information during interactions.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.


Tele marketing executive

ITC Park Sheraton and Welcome group CholaSheraton
08.2002 - 02.2003


  • Improved customer retention rates by offering personalized solutions based on their unique needs.
  • Troubleshot problems for callers and helped independently resolve common issues.

Education

Bachelor of Corporate Secretaryship -

Anna Adarsh College For Women, Madras University
01.1998 - 04.2001

Skills

Process Subject Matter Expertise

Passport

Valid 1+ year

Personal Information

Date of Birth: 04/02/1980

Awards

  • Business excellence award, 2015, Achieved for implementation of re-engineered processes for Global Banking and Commercial Banking segments to achieve quicker Turn-Around Time (TAT) across markets India, AE, United Kingdom, and Singapore.
  • Icon awards Value Champ Trustworthy, Achieved for successfully migrating Hong Kong activities to GBS - Tianjin.
  • Best Manager Award, 2013, Achieved for successful migration of HK CDD and AO process to Tianjin.
  • Appreciation award, Received from Premium banking for the support extended.

Projects

Alternate hub set-up in Tianjin, 2012, Successfully completed resulting in scalability and improved 20 FTE equivalent processes. Migrated periodic review process, Migrated from Country and set up a new team across Middle East markets. Integrated Account Opening pack form, Successfully drove the project and implementation of AOP across 25 markets.

Timeline

Senior Manager - Standard Chartered GBS

Standard Chartered Global Business Services
10.2021 - 03.2022

Manager - Standard Chartered GBS

Standard Chartered Global Business Services
12.2016 - 03.2020

Assistant Manager

Standard Chartered Global Business Services
12.2007 - 11.2016

Senior Officer and Team Leader

Intelenet Global Services (JV of Black Stone USA) Ascendas
01.2005 - 11.2007

Tele marketing executive

ITC Park Sheraton and Welcome group CholaSheraton
08.2002 - 02.2003

Bachelor of Corporate Secretaryship -

Anna Adarsh College For Women, Madras University
01.1998 - 04.2001

Assistant Vice President - Global Process Owner Support (GPOS)- SME - Client Lifecycle Design Management

Standard Chartered Global Business Services
4 2022

Service and Support Specialist

Slash Support India Private Ltd
- 11.2004

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Rekha KesavuluClient Life Cycle On-boarding, Governance, Risk Framework