Yvette DSouza
Mumbai
Summary
- Dedicated and accomplished Vice President with 25 years of extensive experience in optimizing branch operations, implementing control frameworks, and ensuring compliance with audit recommendations.
- Proven track record in driving process improvements, enhancing customer experience, and mitigating associated risks.
- Skilled in collaborating with stakeholders, leading cross-functional teams, and spearheading service and process enhancement projects.
- Adept at coaching and engaging branch teams, ensuring strict adherence to policies, and maintaining high standards of operational efficiency.
- Known for providing exemplary support to frontline for generating business growth .
- A committed professional with a strong focus on delivering results and fostering a culture of excellence.
Overview
27
27
years of professional experience
Work History
Vice President - Branch Operations
11.2018 - Current
- Over and above all actions as AVP Branch Operations successfully managed the following Project Actions for regulatory implementations
- The branch banking PWG SPOC for all related actions Have assisted in streamlining & implementation of processes keeping in mind overall customer experience and ensuring no compromise of controls and associated risks
- Branch Banking SPOC for all system enhancement/streamlining/digital initiatives Role also includes managing oversight actions on Incidents & Risks, Trigger events, Control Framework and all related actions for Branch Operations
- Ensured implementation of audit recommendations of operational activities & identification of control weakness.This included all Audit reports for Branch banking which includes FLOD/SLOD/TLOD and external reviews (Concurrent/STAT/RBI)
- The actions involved end to end liaison with various stakeholders/Risk Stewards to address issues, derive controls & completion of actions
- Worked in collaboration with other teams to initiate and drive various service & process related improvement projects
- Finally training branches for these initiatives.
Associate Vice President - Branch Operations
05.2017 - 10.2018
- Have successfully handled all branch operations which includes Cash & Clearing, Physical Security, FCC, ISR and Regulatory requirements which form a critical part of Branch Operations Ensured remediation of audit findings & NIL open items Active co-ordination with Branches – Engagement with branches for customer actions/operations/coaching /embedment of processes & guidelines
- Successfully reviewing processed to ensure branch feedback is considered prior to any process change and also actively engaged for the same.
Manager - Business Risk & Control Mgmt (BRCM)
11.2013 - 05.2017
- WPB SPOC -2017 -Monitor Submission of KYC files
- Successfully attended Monitor queries and also interacted F2F for submissions jointly with CCO Head
- Represented INM at HSBC HK for their monitor submissions for whcih received recognition from CEO and HK WPB Head
- Visited HK for related actions
- Validation of Monitor identified FCR’s and Issues with report submission to RMO
- Managed ICMP testing for WPB branches which included preparation of related test scripts
- Supported the Cluster Lead in regularly testing of controls as per RCA
- Support actions for design to address areas of concern
- Managed issue reporting in ORION (now HELIOS) on control gaps/deficiencies Assisting with reassessing gaps & validating remedial action on control gaps Supporting business functions /teams proactively to address & close out issues & gaps.
Premier Service Manager -Branch
07.2006 - 11.2013
- Main objective was to provide exemplary service to all Premier clients and provide customer delight and cross sell business to them
- Handled a huge base of 800 odd clients and generated business for the Bank along with service with a smile
- Process Wealth Management investment orders, account opening and AMC related service issues for Premier clients
- Handled all branch complaints and was able to successfully convert all complaints to business and retain and grow the relationship
- AMLOC (now RFI) , SCC and CRRT champ for the branch
- Responsible for reverts related to AMLOC, SCC, HBAP and STR’s raised at the Branch
- Ensured that new joiners and other colleagues are periodically educated on NRI related circulars, KYC, AMLOC, SCC and STR related issues
- Was the NRI and FEX camp for the Branch and assist colleagues for their queries
- Acting Deputy Branch Manager and was responsible for operations & other audit activities in the absence of the DBM.
Teller Supervisor -Branch
11.2005 - 06.2006
- Managing entire and in charge of all teller related activities at the Branch
- Responsible for Cash, ATM and all operational activities related to Tellers
- Responsible for checking relevant reports and timely audit reverts related to Cash & Tellers and also other General operations
- Was the E-Helpline champion and was responsible to revert to Concurrent audit and other audit reverts of the Branch.
Power Vantage RM - Branch
11.2003 - 10.2005
- Managing Power vantage Relationship customers
- Interacting with PVA clients for need identification for various products offered by the Bank As there was no segregation of Sales & Service, it was a dual role of a Customer Service officer during Branch customer hours
- Visiting and meeting Power vantage clients for understanding the client requirements
- Processing Mortgage files for the Sales team at that time.
Banking Assistant - NRI Desk-Branch
12.1998 - 10.2003
- Servicing all Non Resident Clients
- Interaction and processing requests for all Non Resident Clients based overseas
- Interacting with overseas office for assistance of NRI client
- As Premier segregation was not present during this period managing and servicing HNI NRI clients was also a major part of the job profile
- Processing of mortgage files sourced at Branch.
Banking Assistant - Branch Support
11.1997 - 12.1998
- All support functions of fixed deposit closure, cheque book processing, statement processing, account query processing
- Support function for BOM Branch for all branch related queries and processing of client requests.
Education
FEDAI -
Foreign Exchange Dealer's Association Of India
Mumbai01-2023
IRDA - Non Life -
Insurance Regulatory And Development Authority
Mumbai01-2010
AMFI -
Association of Mutual Funds in India
Mumbai01-2003
BSc Honors -
St Xavier's College
Mumbai01-1996
SSC -
St Joseph's High School
Mumbai01-1990
Skills
- Risk & Control Management
- Project Management Skills
- Ability To Multitask
- Fast Learner
- Customer Relations
- Communication Skills
Accomplishments
- Part of the CEO drive "FIRST STRIDE" for new joiners training on HUB.
- Have been nominated for the UGrow training which is a Global platform for select GCB 5.
- Effective TLOD Branch Audit Report consecutively for 2023 & 2024.
- Have been selected for the YEC for three years 2017, 2018 & 2021 respectively.
- Successfully supported HK CAO Team for their monitor submissions.
- Recognition received by HK WPB Head for the contribution.
- Selected for the CEO recognition for monitor actions.
- Multiple Dynamo Awards received.
- Have won the Service Ambassador Award when it was launched in HSBC.
- Have won the Best PSM Award for BDR region.
- Received the "FUNDOO IDEA" award for an idea which has also been implemented by the Bank for the idea of Introduction of bonus points on Debit Card merchant purchases.
- Featured thrice in the "Handpicked" recognition programmed thrice since the same has been launched by the Bank. Also have been recognized as the Service Star in May2013.
Personal Information
- Place Of Birth: Mumbai
- Marital Status: Married
- Nationality: Indian
Hobbies and Interests
Extremely fond of reading science fiction novels. Travelling especially visiting wild life reserves historical places, palaces & forts. Watching thriller & suspenseful movies and am also a music lover.
Timeline
Vice President - Branch Operations
11.2018 - Current
Associate Vice President - Branch Operations
05.2017 - 10.2018
Manager - Business Risk & Control Mgmt (BRCM)
11.2013 - 05.2017
Premier Service Manager -Branch
07.2006 - 11.2013
Teller Supervisor -Branch
11.2005 - 06.2006
Power Vantage RM - Branch
11.2003 - 10.2005
Banking Assistant - NRI Desk-Branch
12.1998 - 10.2003
Banking Assistant - Branch Support
11.1997 - 12.1998
FEDAI -
Foreign Exchange Dealer's Association Of India
IRDA - Non Life -
Insurance Regulatory And Development Authority
AMFI -
Association of Mutual Funds in India
BSc Honors -
St Xavier's College
SSC -
St Joseph's High School
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