Pooja Pradhan

Production Support for a bank in the Middle East

• Led a team of nine members responsible for managing ticket categorization, analysis, and addressing high-priority escalations
• Implemented effective ticket management strategies, ensuring prompt resolution and minimizing operational disruptions
• Provided training to technical staff on functional products while acquiring technical skills
• Produced detailed status reports for clients and internal stakeholders

Trade Finance Implementation for a bank in India

• Led a team of six in an implementation project, collaborating with stakeholders internally and externally to define project scope and create a detailed plan
• Documented business processes and system configurations in BSDD, ensuring adherence to best practices and regulations
• Guided the technical team on business requirements, facilitating seamless integration, and configuring FTI & FCC based on client specifications
• Collaborated with a solutions team to address business needs
• Conducted thorough testing on FTI & FCC applications, ensuring alignment with client requirements
• Organized workshops and training for smooth user adoption, minimizing disruptions during system transition
• Managed UAT sessions, actively involving end-users to validate system functionality and gather feedback for continuous improvements
• Provided timely post-implementation support, addressing issues to optimize system performance and enhance user satisfaction.

• Conducted live transaction testing using automation tools to enhance operational efficiency
• Managed queues and performed OFAC screening for all transactions
• Handled document examination under Letters of Credit, ensuring compliance with trade finance standards.

• Processed document examinations and managed work queues for timely resolutions on behalf of HSBC.

Part of Compliance Team

• Analyzed sanctioned/compliance-hit parties and provided recommendations for approval/decline
• Escalated transactions to the legal and regional corporate compliance team when necessary
• Reported Reject/Block transactions to the OFAC Team for further reporting purposes
• Conducted training sessions for new joiners on the fundamentals of international trade and letters of credit

Part of Client Services Team

• Collaborated with operations staff to promptly resolve service problems, ensuring enhanced client satisfaction
• Assisted customers with diverse queries on various trade products, including LC, Standby LC, Collections, and customer's payment instructions
• Proactively addressed client needs, improving customer service processes to streamline operations and enhance overall client experience.

• Processed transactions following international guidelines and client requirements
• Conducted manual compliance checks on documents, ensuring adherence to internal policies
• Managed Export and Import Documentary Collection, Advising, and Letter of Credit issuance.