Surya T

Results-driven banking professional with expertise in client onboarding, payment support, and trade finance operations. Recognized for strengthening controls, managing operational risk, and driving practical process improvements. Brings clear communication, strong ownership, and dependable support for business outcomes.

Cash And Trade Process Representative at CITI CORP SERVICES INDIA PVT. LTD. (2021-06 – Present)

• 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, ensuring seamless 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 for cash and trade projects, UAT, system upgrades, go-live readiness, and post-production activities, enhancing process efficiency and 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 through knowledge transfer, SME guidance, training, coaching, and support for new joiners and junior team members, ensuring high quality and attention to detail.
• Strengthened client relationships through proactive communication, clear issue ownership, timely follow-ups, and effective resolution of negative customer feedback.
• Managed Tier-1 client escalations, complex service requests, and customer inquiries within a highly regulated banking environment, ensuring timely and compliant resolution.

Client Service And Sales Specialist at CITI BANK N.A. (2018-11 – 2021-06)

• Strengthened client relationships through proactive communication, clear issue ownership, timely follow-ups, and effective resolution of negative customer feedback.
• 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.
• Enhanced team productivity and service performance through KPI monitoring, employee support, training sessions, and identification of compliant value-added sales opportunities.
• Monitored service-level metrics, productivity KPIs, quality, and availability; prepared daily operational reports and briefed senior leadership to facilitate informed decision-making and timely corrective actions.
• Supported Lean and process-improvement initiatives aimed at optimizing operational efficiency, service quality, and workflow.
• Analyzed performance, production, and error trends, conducted root-cause analysis and implemented 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 met service-level requirements.
• Led process improvement and automation initiatives, identifying process waste and achieving FTE and cost savings while enhancing operational efficiency.
• Advanced digital self-service and electronic billing initiatives, expanding access to official websites and e-billing, reducing call-driven FTE demand and paper-based activity.

Junior Account Executive at MIRAMED AJUBA SOLUTIONS [INDIA] PVT. LTD. (2016-08 – 2018-11)

• Analyzed performance, production, and error trends, conducted root-cause analysis and implemented 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 met service-level requirements.
• Led process improvement and automation initiatives, identifying process waste and achieving FTE and cost savings while enhancing operational efficiency.
• Advanced digital self-service and electronic billing initiatives, expanding access to official websites and e-billing, reducing call-driven FTE demand and paper-based activity.

B.E. in Electrical And Electronics Engineering – National Engineering College