Shrikrishnan R
Chennai
Summary
Experienced professional in banking and finance sector seeking a career with a reputable company. Utilize knowledge, experience, and analytical skills to contribute to organizational growth and advance professional development. Committed to delivering high-quality service and driving excellence in financial operations and analysis.
Overview
16
16
years of professional experience
Work History
Deputy Manager
WNS Global Services
2022.03 - Current
- Manage and Lead Offshore Payment Processing, Funds Transfer Investigations and Cheque Clearing towards achieving Core processing objectives and Client Operation's vision
- Maintain service standards (SLAs & KRIs), people management and operational efficiency standards
- Manage all types payment investigation process like Vostro, Outward & investigations, MSD & inquiries related to wallet transfers
- Manage the work flow whilst taking into consideration risks in day-to-day activities related to Outward Clearing, Inward Clearing, Inward High Value, ONUS Provide the best possible customer services in the most efficient manner in line with the policies & procedures of the Bank
- Reduce operational risk and achieve greater efficiency through change and the appropriate use of technology
- Ensuring continuous improvement in timeliness to the standards prescribed for the process from time to time
- Urgent cases will be reviewed and assigned to team members and make sure actioned in agreed timeline and solve the queries which are being raised by team members
- Enhancing team's quality of response when responding to customer/stakeholders by building a framework about the various soft skill training needs
- Managing the HRM activities i.e Hiring, coaching & mentoring team members & providing valuable feedback to them participating in the audit's by representing the Support Team
- Liaising between the Client counterparts & stakeholders and introduced process improvements & efficiency gains of the Teams
- Improving capability of business processes by decreasing process variation/ error rate; analyzing processes and recommending innovative measures for reducing error rate, cost saving and FTE release
- Sustaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs & work processes, thus managing cost-effective operations
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level Operations Management Client Relations Teamwork & Performance Management Talent Management & Development Coaching & Mentoring SLA Management
Senior Team Lead
HEXAWARE TECHNOLOGIES LTD
2018.10 - 2022.03
- Managed wire transfer investigations for Citi Bank, US, handling queries received through SWIFT, Telex, and emails regarding fund transfers
- Accountable for providing end-to-end solutions within SLA
- Conducted volume capacity planning and liaised with clients regarding KPIs
- Handled team escalations and resolved queries through aging case reviews
- Prepared root cause analysis reports to address and rectify repeated errors
- Responded to client queries, managed escalations, and authorized high-value payments
- Recruited and mentored associates, identified low performers, and implemented improvement actions.
Business Process Lead
Tata Consultancy Services
2011.03 - 2018.10
- Served as point of contact for onshore escalations and special requests
- Trained new associates on process basics and Excel for process enhancement
- Prepared daily, weekly, and monthly reports for onshore partners
- Created MIS reports to assess team performance and identify areas for improvement
- Facilitated faster case resolution by contacting street banks and clients
- Monitored performance, provided feedback, and suggested improvements
- Authorized payments including MT103 and MT202, and managed SWIFT correspondence
- Investigated and resolved aging breaks, handling funds transfer investigations for financial institutions and corporate clients in major cities.
Customer Service Executive
Intelenet Global Services
2010.02 - 2011.03
- Monitored invoices for insurers and providers and processed payments according to claim setup
- Responded to client queries related to payments and ensured transactions were processed within TAT
- Managed queue monitoring and handled first and second-level escalations.
Senior Customer Service Executive
First Source Solutions Limited
2008.04 - 2010.02
- Managed migration processes from postpaid to prepaid for clients
- Ensured timely processing of transactions and prepared monthly reports for clients
- Monitored queue on an hourly basis and compiled various reports, including Quality and RE Reports, MBR Reports and SLA Report.
Education
B.sc -
The Madura College,
Madurai05.2007
Skills
- Process Improvement
- Work Planning and Prioritization
- Team Leadership
- Customer Relationship Management
- Performance reviewing
- Business Development
- Project Management
- Performance Improvements
- Operations Management
Languages
English, Tamil, Kannada
Personal Information
- Date of Birth: 05/01/1987
- Nationality: India
Timeline
Deputy Manager
WNS Global Services
2022.03 - Current
Senior Team Lead
HEXAWARE TECHNOLOGIES LTD
2018.10 - 2022.03
Business Process Lead
Tata Consultancy Services
2011.03 - 2018.10
Customer Service Executive
Intelenet Global Services
2010.02 - 2011.03
Senior Customer Service Executive
First Source Solutions Limited
2008.04 - 2010.02
B.sc -
The Madura College,
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