Summary
Overview
Work History
Education
Skills
Otherinterestsandcompetencies
Extracurricular Activities
Accomplishments
Timeline

Sheryl Ann Jose

Manager Operations
Bangalore

Summary

Accomplished in Due Diligence and Risk Management, my career spans roles at HSBC Electronic Data Processing India Pvt Ltd, where I led teams in enhancing KYC compliance and AML remediation. Known for exceptional leadership and communication skills, I've driven quality improvements and efficiency, significantly impacting financial crime prevention. Excel in Microsoft Office and interpersonal engagements, achieving targets with precision. Worked on mitigating risk. Procedural updates

Overview

17
17
years of professional experience
1
1
Language

Work History

Customer Due Diligence Tactical Review – UK Commercial banking

  • Analyst/ Quality Checker
  • Perform periodic review of KYC information and to obtain missing information for existing high-risk clients
  • Review and analyse existing account documentation ensuring compliance with internal controls, policies, procedures and regulatory requirements
  • Use multiple sources to identify negative news / regulatory issues and validate findings
  • Audit the work of team members as quality checker to identify issues or concerns in respect of procedures and ensure utmost quality.

Manager Operations Wholesale KYCS – Global Screening Utility

HSBC Electronic Data Processing India Pvt Ltd
10.2018
  • Oversee their designated work cell that consists of GSU Analysts of their respective KYC Ops region (Americas/Europe/MENA/APAC)
  • Manage day-to-day activities, including workload management and tracking progress through metrics reporting
  • Ensures that work produced by the GSU team is consistent and meets quality thresholds that supports KYC requirements for GBM customers, across multiple business lines and ensures that AML Regulations and HSBC policies and procedures are implemented
  • Supervises and motivates the team and acts as a SPOC for the team and stakeholders
  • Ensures timely completion of profiles according to Service Level Agreement (SLA)/Performance Level Agreement (PLA)
  • Distributes and discusses QC reports on a regular basis with Production Team Leads and Management
  • Action plans are to be documented and executed in order to improve skill and quality of production output
  • Conducts performance reviews on their designated team
  • Managed a MSII for the department by updating, tracking and ensured timely closure of the issue
  • SPOC for managing and maintaining the CMA (Continuous monitoring assessment) on HELIOS tool
  • SPOC for the remedial action plan on the finding from the GIA audit for the department
  • Conducted risk awareness sessions around financial crime and its impacts.

Assistant Manager Operations Customer Due Diligence – Jersey Expat Deployment

HSBC Electronic Data Processing India Pvt Ltd
09.2015 - 10.2018
  • Managing stakeholder expectations by delivering timely completion of targets with excellent quality by being a point of contact offshore
  • Liaising with Front office, Relationship managers and FCC team on matters that involve escalation and in completion of priority like SCC and high-risk profiles
  • Maintain MI for the process and to be a point of contact for all process related information
  • Developing a conducive environment for a team to put forth qualitative and quantitative performance
  • Motivating the team in challenging environments and assisting the team in achieving greater efficiency
  • Ensuring grooming staff and to facilitate lateral and vertical growth
  • Be a process champion and source of information for the team and continuously work towards best practice sharing with the team and the wider group
  • Utilizing knowledge / experience gained from different working group and business calls to drive excellent quality and quantity.

Assistant Manager Operations Customer Due Diligence – Private Banking

HSBC Electronic Data Processing India Pvt Ltd
11.2014 - 09.2015
  • Assigned to handle AML Remediation and Thematic Review project for Private Banking in UK
  • Responsible for meeting customer expectations and performance level agreement standards for the overall team
  • Facilitate and lead weekly calls with Business partners
  • Handling all people related issues and escalating as per the HSBC guidelines
  • Ensure appropriate communication of policy and procedure changes to achieve compliance standards.

Private Banking Great Britain – PBGB

HSBC Electronic Data Processing India Pvt Ltd
05.2013 - 10.2014
  • Role: Analyst/ Quality Assurance
  • Mentoring analysts to conduct case reviews on all risk types to remediate Private Banking clients UK
  • Ensure quality check is conducted on every file that is remediated by the team to meet the required quality standards set by the business
  • Collaborate with business partners (through mails and conference calls) to identify needs and evaluate alternative solutions to help the analyst enhance their performance
  • Ensuring quality research and deliverance of targets within agreed time frame.

US Mortgage Customer Service

03.2006 - 04.2013
  • Customer Service Executive/ Assist Queue Supervisor
  • Handling queries for the USA subprime customer, catering to their needs with regards payments, insurance and escrow
  • Budding with team members while on calls to ensure improvement in their performance
  • I was selected to be part of the Helpline and SWAT team which acts as the front line service desk for the representatives on call and assists with products and procedures to assist the customers and SWAT team helps the team to achieve the FCR percentage by handling complex customer queries
  • I am a part of the Assist Queue team and handle escalation calls for all the three sites (US, Hyderabad and Bangalore).

US Mortgage Collections

04.2005 - 03.2006
  • Customer Service executive
  • Handling both inbound and outbound collection calls as prescribed in the policies & Procedures
  • Collecting past due mortgage payments from customers.

Convergys India Services Pvt Ltd

08.2003 - 03.2004
  • Customer Executive Officer
  • Solve billing issues for AT &T customers and made necessary adjustments to bills if required
  • Handling supervisory calls in the absence of the Team leader
  • Assisting trainees with process related questions on calls.

KGISL Pvt Ltd, Coimbatore

02.2002 - 06.2003
  • Medical Transcriptionist
  • Received dictation from physicians/other health care professionals and created those dictations into a medical report or doctor’s note and highlighting inconsistencies and error in reports regarding the medicines and dosages prescribed
  • Preparing discharge summaries, history and physical examination report, operation reports, consultation reports, autopsy reports, diagnostic imaging studies, progress notes and referral letters
  • Editing mistakes in translation and grammar by using voice recognition software.

Education

B. Com - Commerce & Finance

Laidlaw Memorial School & Jr. College , Ooty, Tamil Nadu
04.1997

Post graduation — M.A Public Administration Annamalai University

PG Certificate Course — Advanced Strategic Management Program — IIM Kozhikode

Skills

Due Diligence

Otherinterestsandcompetencies

  • Travelling
  • Diligence and commitment
  • Teamwork
  • Good leadership

Extracurricular Activities

Captain of the team in Athletics and Hockey in School. Represented school and college in literary events like debates and essay writing.

Accomplishments

Received several accolades for leadership excellence

Worked on several streamling projects and had been nominated to Implement project pitch in Sri Lanka GSC for WPB

Timeline

Manager Operations Wholesale KYCS – Global Screening Utility - HSBC Electronic Data Processing India Pvt Ltd
10.2018
Assistant Manager Operations Customer Due Diligence – Jersey Expat Deployment - HSBC Electronic Data Processing India Pvt Ltd
09.2015 - 10.2018
Assistant Manager Operations Customer Due Diligence – Private Banking - HSBC Electronic Data Processing India Pvt Ltd
11.2014 - 09.2015
Private Banking Great Britain – PBGB - HSBC Electronic Data Processing India Pvt Ltd
05.2013 - 10.2014
US Mortgage Customer Service -
03.2006 - 04.2013
US Mortgage Collections -
04.2005 - 03.2006
Convergys India Services Pvt Ltd -
08.2003 - 03.2004
KGISL Pvt Ltd, Coimbatore -
02.2002 - 06.2003
Customer Due Diligence Tactical Review – UK Commercial banking -
Laidlaw Memorial School & Jr. College - B. Com, Commerce & Finance

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Sheryl Ann JoseManager Operations