Shri Gayathri NR
Perumbakkam
Summary
14+ years of experience in Financial Services – Dispute, Cash Application/ Master data Management/ Card Operation & Reconciliation / Settlement process. Organized Backend Operations Lead who effectively identifies and resolves complex financial issues. Thrives in fast-paced and ever-changing business environments.
Overview
18
18
years of professional experience
Work History
Associate Manager
Accenture
Chennai
08.2022 - Current
- GENAI AI / Hyper Automation projects deployment –AAP - Cost benefit of 40% - 10 FTE’s (out of 25 FTE’s)
- Conducting – “Art of possibility” - a shift in perspective to see new opportunities and possibilities, even in challenging situation
- SWAT Assessment – ESSA (Eliminate, Standardize, Simplify, and Automate) / SWOT approach to identify the opportunity
- Utilized Six Sigma methodology, reducing project development time
- Conducted comprehensive business process analyses for multiple clients, identifying inefficiencies and proposing improvements that increased operational efficiency
- Designed and implemented a digital transformation plan for a major retail client, resulting in a 40% increase in online sales
- Expertise a cross-functional to deliver a complex transformation project
- Facilitated workshops and training programs for clients, increasing adoption rate of new systems and processes
- Led the change management strategy for a major Clients on the transformation, resulting significant % of improvement positive
- Managed complex transformation projects, delivering each under budget and on time
- Regular governance with the Client on the projects and change-management.
- Process Maturity Measurement on the process to evaluate the strong on the account and recommend improvement opportunity with the BIC
- Benchmarking exercise to improve the Business outcome
Team Lead
Wipro
Chennai
01.2020 - 07.2022
- SWAT Assessment – ESSA (Eliminate, Standardize, Simplify, and Automate) / SWOT approach to identify the opportunity
- Conducting Process Risk Assessment to assess any Risk/Process Improvement opportunities.
- Supporting Business in Process Transformation projects, helping them to achieve contractual commitments.
- Assuring service delivery for the accounts in Chennai, Kolkata, and Pune
- Leading the weekly/monthly governance meetings with Senior leadership and presenting the Accounts health.
- Monitoring the progress of DTP completion or renewal, SLA’s and Contractual commitments
- Supporting new accounts for smoother transitions on knowledge transfer, process standardization, MIS reporting.
- Identifying new automation opportunities and implementing with the help of developers in the team.
- Monitoring and reporting the potential duplicates identified by the tool for the respective accounts and ensuring the tool is up and running by the team regularly.
Team Lead
Capgemini
Chennai
09.2016 - 01.2020
- Handling 35 member team for Cash Application, billing, MDM, AR- Support, Disputes & Invoice Adjustments Operations
- Planning and forecasting future volumes for effective utilization of resources, Regular one on one with team members, actively involved in rewards and recognition, Feedback to individual with the data for their improvement and development.
- Organizing soft skill training on based on specific requirement to up skill.
- Maintaining team Productivity and Accuracy.
- Participating in Conference Call with Onshore client on weekly basis.
- Discussion on Errors and Escalation with positive notes by providing the accurate status and controls and learnings
- Regular status sharing to provide visibility on process to gain the truth and build the confident.
- Ensuring to communicate the SLA and Quality statistics with the positive and improvement notes also sharing the process improvement plan with the benefits.
- Handling Quality checks to improve team accuracy.
- Monitoring the productivity and daily task assigned, also assist the team if needed.
- Close follow ups during any new Migrated and help the team to explore opportunity inside the process to eliminate the wastage.
- Identifying the expertise or SME and up skill their prospect
- Exposure in SAP application and RPA - Implementation for process enhancement.
- Take care of Team Management, Continuous feedback, Learning and Development, Process Improvements, Cross Skilling On-Demand.
Team Lead
Proactive promotional services
Chennai
11.2011 - 08.2015
- Handled back end process of all Accounting & promotional activities.
- Handled 14 members team and involved in Training, Recruitment, appraisal and client review calls.
- Posting the accounting entries for vendors payment (for vendor of different location)
- Processing customer refunds in the Global System (SAP)
- Investigation & Posting accounting entries & reversals received from External Banks.
- Reconciling the items in the In-house bank with the statement received from the external bank. Fund Transfer.
- Handling various queries of Vendor, Local Entity & External Banks.
- Generating reports on daily & weekly basis.
Process Lead
Barclays Shared Services
Chennai
09.2009 - 11.2011
- Travelled to Africa for migration such as Account maintenances & reconciliation.
- Expertize in Settlements, ATM cards, Credit cards, Debit cards and CDM reconciliations.
- Initiated White belt project in atomizing more than 60% of manual work done in settlements and reconciliation process.
- Strict adherence to abnormal and ageing items.
- Successfully migrated the other suspense reconciliation end to end from UAE.
- Undertaken intercourse training with the other teams like Cards Maintenance & Transaction processing Unit.
Process advisor (B1)
TCS e-serve
Chennai
11.2007 - 07.2009
- Daily process in Settlement & Exception Reconciliation Team includes -
- Analysing and processing all Rejected exceptions (with regards to debits & credits) in the customer’s accounts, which includes current account, loan account, various card accounts (VISA Cards, Master Cards, BOQ, Sunciti & Diners cards) & other accounts of the customer like Personal loan a/c, Ready credit a/c, Visa Debit a/c, Citi Financial a/c.
- Handling Account closures and Maintenance for Mortgage accounts.
- Reconciling various internal & corporate General ledgers.
- Reviewing all outstanding items in various internal & corporate GL by raising journals & by regular follow-up.
- Resolving various customer disputes by doing regular follow-up with other banks in Australia.
- Successfully migrated of Project Clancy (Visa & MasterCard Settlement process) for Citibank Australia.
- Successfully migrated Bank of Queensland settlement process & received various appreciations from the client.
- Looking after ATM Settlement with Other banks & customer disputes for all ATM & Electronic Fund transfer posting queries.
- Handling Loan systems.
- Resolving client queries by providing adequate solutions well before cut off.
- Handling cash & clearing (RBA settlement) activities between corporate accounts on daily basis.
- Daily Deliverables include –
- Preparing daily MIS & Generating reports on daily basis.
- Handling various other INFOSEC activities.
- Reporting Volumes and Errors if any for the day for the calculation of financial losses to management.
- Process: Customer support, Involved in retail banking operation of CITI Bank - UK.
- Handling customer queries in LOTUS note.
- Change of Address.
- Account Activation.
- Issuing Cards and Pin.
- Issuing Cheque Book.
- Dispatching the documents to concern departments.
Education
BACHELOR OF BUSINESS ADMINISTRATION (B.B.A) -
WOMEN’S CHRISTIAN COLLEGE
Madras, India01.2007
ANNA ADARSH MATRIC. HIGHER SECONDARY -
ANNA ADARSH MATRIC. HIGHER SECONDARY
Chennai, India01.2002
Skills
- Business Process Improvement
- Cost Benefit Analysis
- Reconciliation /Settlement process
- Business & Customer Impact Analysis
- Risk assessment & governance
- GEN AI
- Hyper Automation exposure
- End to End Order to cash
- Procedure to pay
- Master Data Management
- Analytical and Problem Solving
- Benchmarking
- BOI improvement
Disclaimer
I hereby declare that all the details furnished above are true to the best of my knowledge and belief.
Languages
- English
- Tamil
Personal Information
- Father's Name: Nageswaran
- Date of Birth: 03/05/86
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Associate Manager
Accenture
08.2022 - Current
Team Lead
Wipro
01.2020 - 07.2022
Team Lead
Capgemini
09.2016 - 01.2020
Team Lead
Proactive promotional services
11.2011 - 08.2015
Process Lead
Barclays Shared Services
09.2009 - 11.2011
Process advisor (B1)
TCS e-serve
11.2007 - 07.2009
BACHELOR OF BUSINESS ADMINISTRATION (B.B.A) -
WOMEN’S CHRISTIAN COLLEGE
ANNA ADARSH MATRIC. HIGHER SECONDARY -
ANNA ADARSH MATRIC. HIGHER SECONDARY