Surendran R
Chennai
Summary
To be associated with organizations those give me an opportunity to prove my professional and potential capabilities so that I can participate in the process of accomplishing the objectives of the organization and develop myself.
Overview
19
19
years of professional experience
Work History
Team Leader
Accenture Solutions Pvt Ltd
Chennai
10.2025 - Current
- Lead and supervising a team of 12 FTE’s in banking operations, ensuring efficiency and improvement in team productivity.
- Develop and maintaining Standard Operating Procedures (SOPs) and process documentation.
- Monitoring shift rosters, prepared and conducted quality reviews of processes and individual productivity, and updated monthly performance reports, contributing to a data-driven approach to team management.
- Creating dashboards to evaluate process risk and implement controls, compiling data to track team performance, preparing submissions and presentations, and documenting processes.
- Team's monthly performance dashboard presenting to the client, providing clear insights into workflow and performance metrics.
- Serving as the primary point of contact for client interactions, resolving complex issues and managing client expectations, resulting in improved client satisfaction.
- Identify process gaps, conducted Root Cause Analysis, and generated data-driven insights for business reviews, leading to the implementation of process improvements and cost savings.
- Tracking and ensured achievement of Service Level Agreements and Key Performance Indicators, consistently exceeding targets.
- Lead monthly and quarterly performance reviews and implemented Corrective Action Plans, resulting in improved employee performance and adherence to quality standards.
Retail Liabilities - Account Opening & Maintenance for Corporate Client
Standard Chartered Bank
01.2023 - 10.2025
- Monitored daily BAU activities of team members, fulfilling responsibilities as Shift Manager.
- Prepared daily MIS reports on various activities and communicated status to line manager and country stakeholders.
- Liaised with country IMO for process clarifications and addressed urgent exceptional mail requests.
- Raised problem tickets for various applications and submitted new SRM requests for BAU access, following up with technology team on resolutions.
- Ensured continuous productivity improvements aligned with prescribed process standards.
- Investigated escalated errors or complaints within process activities and collaborated with staff for immediate resolution, reporting root causes to management.
- Maintained records of staff attendance, shift rosters, leave approvals, and prepared monthly production reports and staff allowances.
Credit Card Operations (Static Data Maintenance & Replication from CASA)
HDFC BANK Ltd
10.2020 - 01.2023
- Responsible for Authorizing the static data maintenance MID requests as per customer instructions to update the change of address, mobile and email id in core credit cards system after level checks.
- Validating of customers address, id proofs and signature on static data maintenance request with bank records as per process alignment.
- Letter and SMS sent to customer's Old & New address to communicate the changes carried out in the card account.
- Replication of customer demographic details from CASA account to Cards system after level checks.
- Handling CRM queries and escalations, Responsible for resolving customer complaints within TAT and service delivery norms on complete ownership to the customer Queries that originates across all channels.
- Ensured Day to day curing of RTO cases and report will published on the successful cured cases to the seniors.
- Responsible for dealing with Banks Internal & External auditors & inspectors thereby complying with statutory norms & Banks laid down policies.
Cheque Clearing Operation (Southern and Northern Grid)
HDFC BANK Ltd
04.2017 - 10.2020
- Handling CTS clearing for southern and northern grid operations such as verification of inward Cheque.
- Timely reversal of entries from clearing related Office accounts and RBI accounts.
- Monitoring the operations in adherence to the systems and procedures laid down by the bank.
- Referring RM for technical instrument for issuance and other rejection for corporate customer and obtaining ratification for the same.
- Handling TOD part of corporate customers and monitoring to regularize by EOD.
- Handling and authorization of presentation and returns entries for sub member banks.
- Handling CRM (Customer Queries) for Southern and Northern Grid cases.
- Ensure all the return cheque are pushed into NPCI server.
Document Verification Unit, KYC & AML
HDFC BANK Ltd
09.2015 - 04.2017
- Verifying documents for opening an account for various channel as per KYC norms based on RBI guidelines.
- Handling new account opening forms vitrification and processing (Salary accounts, Reimbursement accounts, TD Accounts –RD, FD).
- Monitoring and Tracking the request from sourcing point to point of delivery, till the completion the task.
- Updating self on various regulatory compliance and circulars issued by RBI.
- Ensure that the team adheres to applicable RBI's (Regulator) KYC & AML guidelines.
- Ability to lead the team to achieve the goals set by management within the time frame.
- Identify any operational risk areas and escalate to the concern unit.
- MIS management - Preparing MIS & Quality check error data for my team on daily basis to review the volume status and to maintain the individual productivity for management records.
- To manage the team and track their productivity and to ensure that Benchmark productivity is achieved on daily basis.
- Auditing and tracking of AODs in the dept.
- Maintained & Published error data committed by various units and providing suggestions to reduce the operational errors thereby ensuring reduction in customer complaints.
- Interacting with branches to clarify all the queries raised to rectify and process on priority.
- Coordinate with various sales channels in helping them to process salary Account opening without errors.
- Providing daily MIS such as total forms process, queries tracking MIS and publish the same to.
- Process Management - Tracking daily volumes & generating various reports like Forms Processed, Pending & Holding Forms data for southern region to review and report to cluster head and zonal heads on daily basis.
Payroll Processing
AON Hewitt
06.2011 - 09.2015
- Handles payroll processing for a client based in US.
- Used ATE, Mainframe, SQL, workbench, TBA, Mastro software's for various processes.
- Administrating employee savings plan 401(k) for US client.
- Part of define contribution domain.
- To resolve the accounts in GUI (IBM Mainframe Application) proactively picked by pre-written SQL Queries in MF.
- Addressing EDIT tripping accounts and fix it to process the event takes place in account.
- To access LOTUS Notes for project management, MS-Windows 7, Mainframe, Advanced Table Editor, HRO Workbench for extracting test cases, submitting a job to pull required accounts.
- To fix accounts based on Workflow complaints raised by the employee – Owner of this project.
- Always delivered tasks based on the Clients requirements adhering Service Level Agreements(SLA) & Turn Around Time ( TAT ).
- Handling DPSS (Document Process and shared service) teamwork and providing regular feedbacks to the team and improve the process and Instructing DPSS team to provide a quality output.
- Training sessions as and when required (Up skilling, Refreshing, Process updates).
- Team Handing and facilitate a high-quality customer experience, while adhering to the SLA within TAT.
Operational Experience
ADFC Pvt, Ltd
06.2007 - 07.2010
- Involved in opening an account for entire Southern & Eastern region.
- Monitored the process of Storage for Account Opening Documents & Subsequent instructions.
- Vendor Follow-ups for complaint resolution - Vendor's role like Cheque book and Welcome kit delivery related complaints.
- Published penalty data for the respective courier companies, where they have lost the consignment, wrong delivery, wrong updation of the delivery status etc.
- Assisting in net banking & phone banking facility and Nomination facility.
- Involved in documentation & reports preparation.
- Assisting the Deputy Managers & Senior Managers in resolving customer queries.
Quality Control
ADFC Pvt, Ltd
06.2007 - 07.2010
- Involved in ensuring quality control for A/C's opened for HDFC bank – Southern & Eastern region.
- Involved in ensuring no errors and missed out during the process of A/C opening.
- Checking if the funds posted for the customer in the relevant dummies are correct & if not sending mail for the same.
- Independently verifying the forms based on RBI guidelines for KYC norms and AML policies.
- Have been recognized with Benefit Champ Award twice being the best performer for Aug 12 Sep 13.
- Have been recognized with Benefit Gold Award in the month of Sep 2014.
- Have been recognized with Silver Star award for the Month of July 2016 and Sep 2018.
Education
Master of Business Administration -
The Pondicherry University
11.2009
B.C.S - Bachelor in corporate Secretary Ship
The New College
11.2006
Higher Secondary Education -
The Kellett Higher Secondary School
03.2003
Disclaimer
I hereby declare that the furnished information is true and correct to the best of my knowledge.
Awards
- Benefit Champ Award, 08/01/12
- Benefit Gold Award, 09/01/14
- Silver Star Award, 07/01/16
- Silver Star Award, 09/01/18
Languages
- Tamil
- English
- Tamil
Timeline
Team Leader
Accenture Solutions Pvt Ltd
10.2025 - Current
Retail Liabilities - Account Opening & Maintenance for Corporate Client
Standard Chartered Bank
01.2023 - 10.2025
Credit Card Operations (Static Data Maintenance & Replication from CASA)
HDFC BANK Ltd
10.2020 - 01.2023
Cheque Clearing Operation (Southern and Northern Grid)
HDFC BANK Ltd
04.2017 - 10.2020
Document Verification Unit, KYC & AML
HDFC BANK Ltd
09.2015 - 04.2017
Payroll Processing
AON Hewitt
06.2011 - 09.2015
Operational Experience
ADFC Pvt, Ltd
06.2007 - 07.2010
Quality Control
ADFC Pvt, Ltd
06.2007 - 07.2010
Master of Business Administration -
The Pondicherry University
B.C.S - Bachelor in corporate Secretary Ship
The New College
Higher Secondary Education -
The Kellett Higher Secondary School