SURIYA T
Chennai
Summary
Experienced operations support specialist with 9+ years in banking for global tier-1 clients across APAC, EMEA, NAM and LATAM. Proficient in transaction workflow management, financial operations, and regulatory compliance. Demonstrated results in production support, SLA delivery, customer service, and process optimization.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Cash And Trade Process Representative
CITI CORP SERVICES INDIA PVT. LTD.
06.2021 - Current
- Managed complex, high-volume client requests across payments, receivables, payables, trade finance, liquidity, and wholesale card services, ensuring timely and consistent service delivery within SLA targets.
- Delivered end-to-end client support for tier-1 accounts, covering onboarding, transaction support, payment issue resolution, de-boarding, proactive communication, and stakeholder follow-up.
- Resolved critical client and operational issues by coordinating across technology, development, production support, operations, leadership, and other bank functions to drive timely and effective outcomes.
- Supported business and technology initiatives including cash and trade projects, UAT, system upgrades, go-live readiness, and post-production activities, contributing to process efficiency and smoother service delivery.
- Strengthened operational controls, compliance, and risk mitigation by protecting confidential client information, supporting loss-prevention activities, and maintaining disciplined processes to minimize operational risk.
- Built team capability and operational readiness through knowledge transfer, SME guidance, training, coaching, and support for new joiners and junior team members, while maintaining strong quality and attention to detail.
Client Service and Sales Specialist
CITI BANK N.A.
11.2018 - 06.2021
- Managed Tier-1 client escalations, complex service requests, and customer inquiries within a highly regulated banking environment, ensuring timely and compliant resolution.
- Strengthened client relationships through proactive communication, clear issue ownership, timely follow-ups, and effective resolution of negative customer feedback.
- Monitored service-level metrics, productivity KPIs, quality, availability, and MIS dashboards; prepared daily operational reports and briefed senior leadership to support decision-making and corrective actions.
- Coordinated cross-functional resolution of operational issues, including financial-entry discrepancies, disputes, and recurring customer pain points, while improving service quality and reducing repeat incidents.
- Drove team productivity and service performance through KPI monitoring, employee support, training sessions, product/service expertise, and identification of compliant value-added sales opportunities.
- Contributed to Lean and process-improvement initiatives focused on operational efficiency, service quality, workflow optimization, and continuous improvement.
AR Analyst
MIRAMED AJUBA SOLUTIONS [INDIA] PVT. LTD.
08.2016 - 11.2018
- Led process improvement and automation initiatives that identified process waste, delivered measurable FTE and cost savings, and improved operational efficiency.
- Analyzed performance, production, and error trends, conducting root-cause analysis and implementing corrective actions to prevent recurrence and drive continuous improvement.
- Forecasted call volumes and optimized workforce/shift planning to align staffing with service demand and consistently meet service-level requirements.
- Advanced digital self-service and electronic billing initiatives, expanding access to official websites and e-billing to reduce call-driven FTE demand, paper-based activity, and manual effort.
Education
B.E. - Electrical And Electronics Engineering
National Engineering College
Kovilpatti, TuticorinSkills
- Process automation
- Organizational efficiency
- Strategic and analytical abilities
- Regional banking experience
- Extensive banking experience
- Cross-functional collaboration
- Crisis management
- Written and oral communication
- Client-facing and interpersonal skills
Certification
- AML & KYC - IIBF (2025)
- Citi Lean Apprenticeship - CITI (2025)
- Citi Lean Coach - CITI (2026)
Key Projects Led
- Follow-the-Sun Support Model: Reduced SLA from 24 hours to 12 hours through a global support coverage model.
- Checklist, Blind Rekey & Second-Checker Controls: Strengthened accuracy and control effectiveness for high-value and sensitive transactions.
- COVID War-Room Operations: Led a 6-member team delivering multi-channel support across phone, chat, and email during COVID-19 operations.
- Voice Biometric Enrollment: Increased customer adoption from 12% to 18% through focused enrollment initiatives.
- Electronic Billing & Online Access: Improved payment turnaround and reduced payment rejects through enhanced digital billing and online access.
Timeline
Cash And Trade Process Representative
CITI CORP SERVICES INDIA PVT. LTD.
06.2021 - Current
Client Service and Sales Specialist
CITI BANK N.A.
11.2018 - 06.2021
AR Analyst
MIRAMED AJUBA SOLUTIONS [INDIA] PVT. LTD.
08.2016 - 11.2018
B.E. - Electrical And Electronics Engineering
National Engineering College