Sangeetha S

• Directed ten-member team to boost efficiency and minimize errors by 7%
• Ensure effective planning for all incoming requests via CRM, Resolve IT.
• Review requests and ensure smooth queue management.
• Resolve client escalations by investigating the reasons and finding quick resolutions.
• Streamlined team integration through effective training content.
• Managed incident resolution efficiently via SNOW by prioritizing tasks.
• Establish effective relationships with key stakeholders for increased collaboration opportunities.
• Enhance communication between team members by organizing regular meetings, huddles and fostering an environment of transparency, active listening and constructive feedback.
• Prepare daily, weekly, monthly reports and present to the management.
• Review PCM, process grids, support business and technical teams for standardizing products and customized solutions
• Work closely with senior executives to implement key initiatives.
• Responsible for sharing evidence of the audit samples provided by KPMG across teams, ensuring there are no gaps, and attending to any remediation promptly.

Projects:

• Implemented deep-dive analysis of error causes, resulting in a significant reduction of external errors from 8% to 1%.
• Regular connects with makers on their internal errors and constructive feedback given to makers by identifying their error patterns.
• Focus on each error category and addressing them has reduced not only the error count, but also saved time in terms of avoiding re-work.

• Handled online banking profiles for corporate external customers for a wide range of 14 APAC countries
• Client onboarding for APAC countries & India, responsible for creating the entire client profile flawlessly to give the first best impression to the client
• User creation, token administration, mobile pass issuance
• Structuring the payment flow and access profiles as per the client requirements in the BE application
• Ensure strong controls in place for provisioning and de-provisioning
• Establish good relationship with Implementation and Relationship Managers to understand client requirements
• Auto generation of reports for customers basis their need/ frequency through MT940 and MT950 setup and AES application
• Projects: Migration from non-AMA screens to AMA screens in CD BE application and identifying and addressing the challenges
• Have been part of migration of a new payment product for China Cross Border Fund Transfer – (I) for enabling incoming CBFT payments and ensuring the configuration is correctly updated in system

• Responsible for delegation and ensuring the jobs of the team are completed as per SLA
• Built strong relationships with customers through positive attitude and attentive response
• Mentored and guided employees to foster proper completion of assigned duties
• Tracked employee performance and reported same to the senior management
• Involved with client in discussion of process improvements to enhance client deliverables
• Instrumental in process automation wherever possible to make the process more effective and error free
• Prepared quarterly audit files for samples and tested the accuracy, timeliness of the process for Risk Control Sample Audits

• Managed payroll process for international and domestic clients which include Samsung, APMM (Denmark), etc
• Handled Tax Management, statutory compliances, benefits & claims processing
• Ensured adherence to time metrics in service deliverables by effectively coordinating with inter departments
• Implemented necessary changes as per the request made by respective clients from time to time by coordinating with the team and other departments
• Developed customized report generation regarding pay area (region / function specific), pay scale and wage types