Saraswathi S
Chennai
Summary
Dynamic leader with a proven track record at Wells Fargo, adept in collaborative leadership and operational judgment. Excelled in managing diverse teams to achieve 100% quality targets, demonstrating exceptional task prioritization and adaptive skills. Committed to continuous learning and development, enhancing team efficiency and process simplification.
Overview
16
16
years of professional experience
Work History
Fraud & Claims Operations Associate Manager
Wells Fargo International Solutions Pvt Ltd
Chennai
05.2022 - Current
- Directed activities for a 15-member team addressing fraud.
- Distributed work assignments in alignment with team capacities and task complexity.
- Conducted thorough audits of claims processed by team members.
- Interacted daily with onshore team to provide updates to team members.
- Facilitated understanding of processes with simplified flowcharts.
- Developing top error categories monthly and hosting feedback sessions.
- Managed team to meet targets with perfect quality.
- Conducting monthly business review reports.
- Directed the launch of new processes, ensuring comprehensive data gathering.
Team Support Specialist
Barclays Shared Services Pvt Ltd
Chennai
03.2021 - 05.2022
- Supervised Aftercare Team of 15 members handling credit card disputes and reconciliation.
- Managed team activities, delegated tasks for timely completion, and resolved team member queries.
- Delivered regular reporting on performance metrics to inform senior management decisions.
- Creating capacity plans, process manuals, and complying with key performance indicators.
- Tracked team members' monthly performance metrics and delivered feedback regarding their progress.
- Ensuring adequate controls are in place to mitigate risks in the process, and automate/identify opportunities to simplify the process to increase efficiency in the process.
Process Advisor
BGI- Trade Operations
04.2019 - 02.2021
- Processing periodical charges for outward and inward guarantees.
- Pursuing clients and banking institutions for charges, and awaiting consents based on daily reports.
- Addressing SWIFT messages and email correspondence related to guarantees.
- Processing entries for daily reconciliation.
- Handling inward guarantees correspondence.
Process Advisor
Barclaycard Application Processing-UK
06.2017 - 03.2019
- Setting up an account for a customer who would like to perform trade via card terminals (payment acceptance).
- Ensured compliance with KYC and regulatory requirements by verifying Client ID&V.
- Executed entity-specific KYC verifications for various organizations such as LTD, LLP, Sole Trader, Partnership, and Government Body.
- Identified beneficial owners, ultimate beneficial owners, controllers, connected parties and related parties for entities.
- Executed Experian check and Match check using MasterCard online system.
- Conducted comprehensive screening for profile completion.
- Executed escalations for merchants from sanctioned countries.
- Executed internal QC inspections for profiles finalized by colleagues.
Process Advisor
Global Commercial Payments (Issuing Bank)
05.2012 - 05.2017
- Forecasted volume, allocated cases, conducted quality checks, and handled financial entries activity.
- Led the team during the team lead’s absence, overseeing controls and checks, complied with WBR/MBR data for reporting, and engaged in client calls to address concerns and provide updates.
- Knowledge sharing on VISA/Master updates to the team on a regular basis.
- Assisted onshore SMEs in case of any requirements.
- PSD MI collation, enlisted process steps on streams of Knowledge Tree recommendations.
- Actively involved in BCM activity on behalf of the team to work on the WAR site, and have completed testing all applications.
- Supported the process experts in initiating the Process AOM loading and variance meeting with onshore clients.
- Analyzing the fraud and write-off accounts of the chargeback process, Card Operations, to avoid loss on bank and customer accounts.
Process Associate
Tata Consultancy Services
Chennai
07.2009 - 05.2012
- Handled chargebacks for the CITI Bank process in an effective manner, which includes chargeback processing, handling fulfillments, re-presentment, pre-arbitration, and pre-compliance as per VISA/Master regulations.
- Posting daily financial entries of the Western Europe Commercial card, and preparation of documentation for RCSA (Risk Control Self-Assessment) for both Western Europe and ASPAC.
- Actively involved in migrating the STARS application for production.
- RCSA (Risk Control Self-Assessment) Tester for the other units in chargeback.
Education
B.Com -
Guru Nanak College
01.2009
H.S.C -
Sita Devi Garodia School
01.2006
S.S.L.C -
Government Girls High School
01.2004
Skills
- Collaborative Leadership Skills
- Diversity Awareness
- Skilled in Task Prioritization
- Adaptive
- Commitment to Ongoing Learning
- Assertiveness Coaching
- Effective Operational Judgment
Accomplishments
- Princess Award for best performance in July-2012(First Productive Month)
- Little Master Award in November 2012 for consistent quality.
- Best performance for March and July-2013
- In 2016 Received BRP (Barclays Recognition Programme) award in “Excellence” perspective.
- Received good team player award for demonstrating the value of service for two consecutive years 2018 and 2019.
Timeline
Fraud & Claims Operations Associate Manager
Wells Fargo International Solutions Pvt Ltd
05.2022 - Current
Team Support Specialist
Barclays Shared Services Pvt Ltd
03.2021 - 05.2022
Process Advisor
BGI- Trade Operations
04.2019 - 02.2021
Process Advisor
Barclaycard Application Processing-UK
06.2017 - 03.2019
Process Advisor
Global Commercial Payments (Issuing Bank)
05.2012 - 05.2017
Process Associate
Tata Consultancy Services
07.2009 - 05.2012
B.Com -
Guru Nanak College
H.S.C -
Sita Devi Garodia School
S.S.L.C -
Government Girls High School