Rohitha Gangan
Banker
Kochi
Summary
Result-oriented, self-driven professional with 16 years of experience in Operations Management, Customer Service, Financial Management, KYC process, Vendor Management, Anti-Money Laundering, Sanctions, Financial planning, Fraud Analysis, Transactional monitoring and Banking operations Details of Employment / Projects
Overview
17
17
years of professional experience
4
4
Languages
Work History
PUBLIC PUBLIC
PUBLIC
Assistant Manager
HSBC
07.2015 - Current
- Handle entire cash operations, including managing teller team
- Ensure reduction in customer waiting periods, and accurate transaction processing
- Ensuring zero error rates, and minimization of cash shortages, frauds, etc
- To ensure exception reports are monitored to ensure adequate control on the branch operations
- To ensure all Teller Operations are in line with regulatory requirements
- Manage the team of Teller Operators, and motivate staff to perform at the highest productivity levels
- By implementing audit recommendations, and monitoring operational activities, identifying control weaknesses and addressing them
- To ensure satisfactory audit ratings/no adverse comments from internal, external and RBI auditors by exercising caution while handling foreign currency transactions
- By supervising ongoing compliance with audit recommendations and adherence to procedures laid down by BIM/HHO/INM/RBI and other regulatory bodies
- Ensuring the timely implementation of internal and external audit points together with any issues raised by external regulators
- Implement RBI recommendations and ensure adherence to the same
- Monitor transactions and report FEMA violations
- Ensure adherence to AML, Sanctions policies
- Adhere to HSBC global standards, compliance policy
- Ensures that case files are properly maintained, documenting case research activities
- Ensure positive customer experience and manage complaints and escalations
- Highlight and recommend process automation plans to reduce manual intervention
- Handling client calls and meeting on daily basis
- Assess program risks, anticipate challenges, and provide escalation management when necessary
- Analyze customer satisfaction levels and define customer specific plans to ensure delightful experience for the customers/prospects
- Assist in onboarding of clients and renewals of their accounts
- Track progress and resolution of customer complaints on a weekly basis
- Define and develop customer relationship programs and key initiatives for Sales and Customer Support divisions in alignment with the company’s goals
Account Opening Analyst
HSBC Global Services
02.2013 - 07.2015
- Remote account opening for UK location
- Verification of customer documents to ensure the local and UK regulations are met
- Conduct transactional quality monitoring for the team
- Train and conduct knowledge test for new hires/existing employees
- Publish team performance reports
Senior Process Associate
Xchanging India
04.2010 - 01.2013
- Assist vendors/clinics in ensuring smooth delivery of medical equipment
- Provide documentation support to re-insurance brokers in the US healthcare sector
- Publish weekly MIS reports
- Train new hires
Senior Customer Support Officer
Satyam BPO Ltd
03.2008 - 08.2009
- Telephonic support for hospitals and clinics to discuss queries related to the benefits available on the patient’s insurance plan
- Resolve queries related to claims processing on behalf of the medical insurance company.
Collections Agent
Allsec Technologies
06.2006 - 01.2008
- Contact customers for debt collection at different stages of delinquency
- Handling the escalations received from clients
- Train new hires in the team
Education
B.A. - Functional English
Calicut University
Completed Airline Ticketing course - undefined
School of Airlines and Travel Management
Skills
Critical Thinking
undefinedAdditional Information
- Awards & Achievements: , Extra Miller Award multiple times for excellent team contributor Spot Award for Best employee Team Award for continuously scoring 100% quality in HSBC.
Timeline
Assistant Manager
HSBC
07.2015 - Current
Account Opening Analyst
HSBC Global Services
02.2013 - 07.2015
Senior Process Associate
Xchanging India
04.2010 - 01.2013
Senior Customer Support Officer
Satyam BPO Ltd
03.2008 - 08.2009
Collections Agent
Allsec Technologies
06.2006 - 01.2008
PUBLIC PUBLIC
PUBLIC
B.A. - Functional English
Calicut University
Completed Airline Ticketing course - undefined
School of Airlines and Travel Management
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