Operation processor at Wells Fargo (2025-03 – 2025-10)
Payment processing and operations for SWIFT, ACH, wires, and internal transfers
- Receive, verify, and execute payment instructions including SWIFT, ACH, wires, and internal transfers
- Ensure all outgoing payments are properly authorised based on approval matrices and internal controls
- Validate beneficiary information, account details, and banking instructions prior to execution
- Process high-value and time-critical transactions within strict cut-off times and accuracy standards
- Apply appropriate FX rates, fees, and charges in accordance with bank policies
- Investigate missing, delayed, duplicate, or misapplied payments and ensure timely resolution
- Perform end-to-end tracing through correspondent banks and payment networks such as SWIFT, CHIPS, FED, and SEPA
- Review and respond to incoming investigation messages (e.g., SWIFT MT199/MT192) within established SLAs
- Coordinate with branches, counterparties, and clients to obtain supporting documentation and resolve payment-related issues
- Process payment recalls, amendments, cancellations, truncated payments, BCNR, and return-of-payment requests
- Recover or return funds when applicable and ensure all adjustments are fully approved and documented
- Managed end-to-end high-value USD settlements through CHIPS and Fedwire, ensuring real-time processing and regulatory compliance
- Handled cross-border payments using SWIFT MT and ISO 20022 standards, enabling seamless international transactions
- Improved reporting accuracy by 20% through the implementation and reconciliation of CAMT-based cash management reports (camt.052/053/054)
- Supported ISO 20022 migration projects, collaborating with payment operations and IT teams on message transformation and system enhancements
Investigator at HSBC (2021-10 – 2023-06)
Wire transfer support and investigation for Relationship Managers and customers across the Canadian region
- Provided comprehensive wire transfer support to Relationship Managers and customers across the Canadian region
- Processed incoming and outgoing wire transactions, ensuring accuracy and adherence to compliance regulations
- Analysed complex wire inquiries and investigated discrepancies to resolve issues efficiently
- Communicated effectively with clients via phone and email, providing clear and concise information on payment details, MT103 and MT202 messages
- Utilised specialised banking platforms like HUB, Message Basket Gmg, GPS, and GP! to manage wire activity
- Conducted comprehensive training sessions for new staff, equipping them with the knowledge and skills to handle wire transactions independently
Team leader at Karvy Data Management Services Private Limited (2019-04 – 2020-02)
Leadership of customer service team with focus on performance management, quality assurance, and compliance
- Led a team of customer service representatives, providing coaching, mentoring, and performance feedback to drive individual and team success
- Monitored and analysed key performance indicators (KPIs) such as average handle time (AHT), call wrap score, customer satisfaction (CSAT), and shrinkage, implementing strategies to improve metrics and ensure quality service
- Conducted regular team meetings and one-on-one sessions to identify areas for improvement, address challenges, and celebrate achievements
- Evaluated call recordings and identified opportunities for improvement in communication, problem-solving, and adherence to company policies and procedures
- Provided constructive feedback and coaching to team members to enhance their customer service skills and ensure compliance with regulations
- Maintained a high level of quality and accuracy in customer service interactions
- Handled escalated customer inquiries and resolved complex issues effectively
- Contributed to continuous improvement initiatives by analysing customer feedback and implementing effective solutions
- Fostered a positive and collaborative team environment, promoting teamwork and mutual support
Teamleader at Rural shores Business Private Limited (2016-08 – 2019-04)
Team leadership focused on target achievement, coaching, and performance optimization
- Achieved consistent target overachievement by setting data-driven monthly and daily goals aligned with company objectives
- Cultivated a culture of excellence through personalised coaching, rigorous call monitoring, and script adherence enforcement
- Maximised team potential by designing and leading training programs, assigning tasks based on skills, and identifying individual strengths
- Motivated and inspired exceptional performance in each team member, fostering a collaborative and results-driven environment
- Determined the duties and responsibilities of individuals in a team
- Analysed the individual performance of each team member and motivated them to perform even better
- Reported any problem or fault in the project to the project manager or supervisor
Senior Associate at First Source Solutions Limited (2013-10 – 2015-12)
Support to Customer Service Representatives and order processing
- Partnered with management to develop and implement effective strategies for achieving department objectives
- Provided expert support to Customer Service Representatives (CSRs) by resolving complex customer inquiries and issues, ensuring timely and accurate resolution
- Delivered fast and accurate order processing, leveraging strong communication skills to effectively interact with customers and address their needs
- Fostered seamless collaboration across departments to resolve inquiries promptly and exceed customer expectations
- Maintained a high level of customer satisfaction through consistent professionalism and problem-solving skills
