SANTHOSH V K

• Manages a diverse team of 12 professionals in the Inward/Outward remittance, Toll charge discrepancies, Reconciliation, Daily MIS and charges levy process, including Assistant Managers, Deputy Managers, and a Manager, ensuring smooth daily operations and adherence to compliance standards.
• Provided leadership, coaching and performance feedback to team members, resulting in improved productivity and employee engagement
• Led regular team meetings and one-on-ones to maintain open communication, resolve conflicts, and align with organisational goals.
• Oversaw tracking of email and SMS statement/letter bounce cases, escalating issues promptly and coordinating with vendors to ensure physical letter dispatch across 24 retail activities.
• Prepared and shared weekly consolidated reports of inward and outward remittance transactions with stakeholders, supporting accurate incentive calculations for relationship managers.
• Drove process improvements and operational efficiency, resulting in a measurable increase in team output or reduction in turnaround time.
• Collaborated cross-functionally with other departments and senior leadership to streamline workflows and enhance service delivery.
• Delegated tasks effectively and monitored progress to meet service-level agreements (SLAs) and quality benchmarks.
• Identified areas of improvement in existing process automation solutions and implemented changes accordingly
• Developed automated processes for data extraction, transformation and loading into a variety of databases
• Reviewed and processed incoming payments according to established guidelines
• Documented all transactions accurately within the system
• Assisted with month-end closing activities related to remittances
• Generated daily reports detailing payment activity
• Maintained detailed records of all reconciliations performed
• Generated reports summarizing the results of completed reconciliations

Citibank (Citi) is a leading global financial services company, providing a broad range of banking, credit, investment, and wealth management services to individuals, corporations, and governments. As a core part of Citigroup, Citi operates in over 160 countries and jurisdictions, with a focus on delivering responsible financial services and fostering economic growth.

• Supported end-to-end data and system migration from Citi to Axis, ensuring seamless transition with minimal business disruption.
• Coordinated with cross-functional teams to align migration timelines, validate data integrity, and resolve discrepancies.
• Participated in UAT (User Acceptance Testing) and post-migration validations to ensure successful deployment and system compatibility.
• Assisted in the mapping and transfer of customer accounts, product configurations, and transaction histories from Citi platforms to Axis systems.
• Generated migration reports and dashboards to track progress, escalate issues, and support informed decision-making.
• Ensured compliance with regulatory and security standards during all stages of the migration process.
• Provided training and documentation support to end-users and stakeholders post-migration.

• Managed a team of 10 professionals responsible for Smartpay and Reward process.
• Under Credit cards upgrades and Addon Setups managed a team of 8 professionals.
• Managed a team of 12 professionals responsible for Credit cards address change and email updation process.
• Under Limit enhancement and Credit card migration handled a team of 5 members.
• Managed SOX compliance and external audit processes for credit card portfolios, ensuring timely resolution of audit queries and adherence to regulatory standards
• Led the sale of delinquent accounts to third-party collection agencies, supporting recovery strategies and improving portfolio quality
• Created General Ledgers (GLs) for newly launched credit card products, coordinating with finance and product teams to ensure accurate financial reporting.
• Managed the entire General Ledger (GL) handoff process to ensure seamless financial data porting between VisionPLUS and Flexcube systems, maintaining data integrity and minimising reconciliation issues.
• Handled end-to-end bill payment processing for key partners including RID, R360, Vistara, Singapore Airlines, Jet Co-brand, and Vouchagram, ensuring timely settlements and reconciliation in line with partner SLAs.
• Configured and mapped transaction codes in VisionPLUS, aligning with GL accounts based on stakeholder requirements
• Oversaw Jet Co-brand credit card upgrades, including customer communication and management of reward redemption processes
• Conducted month-end GL reconciliations, ensuring integrity between transactional systems and financial records.
• Administered credit limit enhancements and reductions, following internal policy and customer eligibility criteria
• Processed reactivation of closed credit cards, ensuring compliance with risk and operational protocols
• Performed static data maintenance in core banking systems to ensure accuracy across customer records
• Managed credit card renewal and PIN-on-POS migration, streamlining customer experience and system updates
• Supervised the re-issuance of lost or stolen credit cards, ensuring prompt action and fraud mitigation.
• Facilitated the phased migration of obsolete credit card products, ensuring smooth customer transitions and data

• Transaction processing unit supports day to day activities of cards featured products like Bill payments / Insurance / Rewards and other maintenance activities like Card Limit enhancements and Upgrades
• Handled the registration and cancellation process for Smart Pay
• Handled the end to end Smart Pay payments
• Tracking and actioning the Uncleared DD's / Pay Orders
• Validating the Payouts to Bill Desk towards their services
• Credit card maintenance, Limit enhancement, Add on, Upgrades and Activation of cards
• 100% quality check for LE\Upgrades\Addon cards processed basis system reports
• Resolving all customer queries on Rewards, addon and upgrades
• Follow up with Products in case of any pricing related complaints
• Replacements and re-issue of cards.
• File upload in Mainframe to do the re issue and replacement
• 100% quality checks are done on Day2 for all requests processed by the support staff
• Reconciliation & MIS
• Complete control on MIS sent for Smart Pay
• Daily Reconciliation of Smart Pay process, Bajaj Allianz Insurance
• Month end GL balance reconciliation
• Preparation and collation of metrics for monthly Dashboard
• Checking of rejects report (R15 report) and clearing the same
• Managing a team of 15 ADFC and 4 HDFC staffs in an organized manner handling Limit enhancement, Upgrades\Add-on \Activation\Re issue and delivering the output required on time even at times of peaking volumes
• Coordinating day-to-day operational activities in branch & Back end operation
• Policy wise Accruals and Reconciliation done and forwarding to products team on time