Shirley Victor
Chennai
Summary
A dynamic professional with 10+ years experience in Banking, Trade finance,Customer service ,Projects,Investigations and its operations.
Focused establishing credibility and trust among client and providing excellent customer service through proactive communications ensuring smooth transfers, accurate information, and quick resolution of questions and concerns.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager
STANDARD CHARTERED BANK
Chennai
11.2021 - Current
- Handling Trade queries from Clients and internal stake holders from SG,HK,AE, IN, US and UK.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed stakeholder relationships through clear communication strategies.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Worked closely with various branches across the regions to ensure client's expectations are met, to ensure operations were running smoothly
- Created monthly reports for senior management summarizing operational performance metrics.
- Analyzed and then effectively strategized in regard to business goals, business goals deadlines and schedules
- End to End support provided for the resolution on the Trade products
- Co-ordination with other departments in the Bank for the completion of Tasks
- Consistently met deadlines with team, SPOT AWARDS received for the projects/Tasks performed.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Established processes to ensure efficient workflow throughout the organization.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Coached, mentored and trained team members in order to improve their job performance.
- Mentored team members in professional development and growth.
- Provided leadership during times of organizational change or crisis situations.
Trade and Forex - Deputy Manager
IDFC FIRST BANK LIMITED
Chennai
03.2020 - 11.2021
- Handling Corporate and Retail Clients and assisting them in Trade and other Banking Products for Customer
- Escalation handling and resolution provided in TAT
- Preparing General and RBI reports
- End to End support provided for the resolution on the Trade products
- Co-ordination with other departments in the Bank for the completion of Tasks.
- Worked closely with customers to understand needs and resolve diverse issues.
Corporate Client Servicing - Manager
INDUSIND BANK
Chennai
12.2014 - 02.2020
- Handling Corporate Clients Trade related applications & ensuring the completion of service
- Handling General Banking Queries and ensuring completion of same
- Handling Customer queries through emails and calls
- Meeting Corporate Customers and explaining them on Products related to Banking
- Coordinating with various departments for successful completion of task and transactions provided
- Processing the Account opening forms for Corporate Customers
- Insta-Acheiver Awards and Certificates received for Client Appreciations.
Senior Officer
STANDARD CHARTERED BANK ( Scope International )
09.2013 - 12.2014
- Fulfillment and Investigations on Customer related queries
- Trade Finance - Handling Queries on Trade related products
- Meeting TAT in processing the Customer request
- Handling Offshore calls and clarifications on the Queries raised
- End to End support provided for the resolution on the Trade products
- Co-ordination with other departments for the completion of Tasks.
Process Analyst
TCS (Tata Consultancy Services )
10.2012 - 09.2013
- Handling Loans for US foreclosure
- Handling calls from US Clients
- Coordinating with Attorney for Foreclosure.
Trade Finance Officer
RBS (Royal Bank Of Scotland)
08.2010 - 10.2012
- Advising Letter of Credit to the clients
- Preparing cover letter for the clients
- Passing direct entry for the advising charges of letter of credit
- Preparing monthly reports
- Adding confirmation and transfer for the letter of credit
- Handling mails and calls from the Local Office.
Education
Bachelor's Degree in Commerce - Business Management
STELLA MARIS COLLEGE
Chennai India04.2010
Skills
- Investigation
- Problem Resolution
- Project Completion
- Planning
- AML
- Sanctions Screening
- Multitasking
- Task Delegation
- Pro-Active
- Customer Relationship Management (CRM)
- Team Leadership
- Training and Development
- Regulatory Compliance
- Proactive and Focused
Certification
- Won Value Champ and Spot Awards in Standard Chartered Bank .
- ISTD Certificate (INDIAN STUDENTS TRAINING AND DEVELOPMENT)
- CRM Certified (CUSTOMER RELATIONSHIP MANAGEMENT)
- Won NCC BEST SENIOR AWARD' for good performance in NCC Activities
- Won Spot Ovation award and other Accolades for good performance in the Organization
Languages
- TAMIL, Full Professional Proficiency
- ENGLISH, Full Professional Proficiency
Hobbies and Interests
- Cooking
- Modern Art
Timeline
Manager
STANDARD CHARTERED BANK
11.2021 - Current
Trade and Forex - Deputy Manager
IDFC FIRST BANK LIMITED
03.2020 - 11.2021
Corporate Client Servicing - Manager
INDUSIND BANK
12.2014 - 02.2020
Senior Officer
STANDARD CHARTERED BANK ( Scope International )
09.2013 - 12.2014
Process Analyst
TCS (Tata Consultancy Services )
10.2012 - 09.2013
Trade Finance Officer
RBS (Royal Bank Of Scotland)
08.2010 - 10.2012
Bachelor's Degree in Commerce - Business Management
STELLA MARIS COLLEGE
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