Senior Client Service Operations Analyst at Banking Circle UK (2020-08 – 2026-02)
- Optimize client service processes to improve efficiency, scalability, and customer experience across multiple payment products.
- Analyze and resolve complex corporate and bank queries related to inward and outbound payments, including bulk files, APIs, and manual instructions.
- Investigate payment exceptions, fraud and scam-related cases, liaising with clients, correspondent banks, and third-party institutions via SWIFT, email, and phone.
- Ensure strict adherence to regulatory requirements and internal procedures while managing high-risk and time-sensitive queries.
- Support UAT testing for new and existing payment products and transaction flows.
- Design and review operational processes with a focus on automation and reduction of manual intervention.
- Set up client profiles, physical and virtual accounts (single and multi-currency), safeguarding accounts, sweep arrangements, MT940/950, SSIs (Standard Settlement Instructions), pricing, and payment rails in Flexcube.
- Manage user access, entitlements, and account mapping on client-facing portals.
Credit Administration Officer at State Bank of India (UK) (2018-05 – 2020-07)
- Led servicing of corporate clients for bilateral and syndicated loans using Finacle, including drawdowns, rollovers, interest servicing, repayments, and prepayments.
- Handled escalations and coordinated loan documentation with internal and external stakeholders for BTL (Buy to Let), SME (Small Medium Enterprises), and Commercial Real Estate portfolios.
- Prepared and distributed weekly loan maturity, irregularity, pipeline, and daily liquidity reports to Mid Office and Treasury.
- Produced monthly loan book reports used for growth analysis and business performance tracking.
Manager – Operations at National Payments Corporation of India (NPCI) (2013-10 – 2017-10)
- Managed a team of 9 (Assistant Managers and outsourced staff) overseeing end-to-end onboarding of banks onto the ACH platform.
- Designed, implemented, and enhanced operational processes for ACH products like ECS (Electronic Clearing Service, ACH Credit/Debit, APB (Aadhaar Payment Bridge), MMS (Mandate Management System) and Cheque Truncation System (CTS).
- Oversaw settlement cycles processing with daily volumes of 5 million ACH transactions and 1.5 million cheques across 480 banks.
- Drove fraud reduction initiatives and implemented corrective control measures.
- Led continuous improvement initiatives to enhance efficiency and service quality.
Retail Banking Roles at HDFC Bank | Mashreq Bank | ICICI Bank (2008-03 – 2012-09)
- Managed portfolios of 200 preferred banking customers.
- Credit Cards and Personal Loans sales to retail banking customers in the UAE.
- Coordinated vendors for auto loan sales and documentation.
- Managed PAN-India online business for auto, home, and personal loans.
Customer & Client Service Roles at ABN AMRO Bank N.V. & Others (1997-06 – 2008-03)
- Acted as single point of contact for settlement of 14 currencies via Clearing Corporation of India Ltd.
- Supported RTGS (Real-Time Gross Settlement), NEFT (National Electronic Funds Transfer), and direct credit operations for financial institutions and mutual funds.
- Resolved cash management, financiaI institutions, and trade-related queries via phone and email.
