Taniya Roshane

Detail-oriented Administrative and Operations Professional with 10+ years of experience in banking operations, administration, customer service, compliance coordination and team support within international and local banking environments including HSBC and Nations Trust Bank. Skilled in office administration, documentation management, stakeholder coordination, reporting, workflow supervision, customer relationship management and operational support. Proven ability to manage high-volume administrative tasks, coordinate cross-functional teams, maintain accurate records and ensure compliance with internal procedures and regulatory standards.

Strong proficiency in Microsoft Office Suite, data management, reporting and process coordination in fast-paced environments.

Relationship Manager – Branch Operations at Nations Trust Bank (2026-05 – 2026-08)

• Manage daily branch administrative and operational activities to ensure smooth workflow and efficient service delivery.
• Coordinate customer service operations, documentation handling and branch administrative functions.
• Prepare operational reports, maintain accurate records and monitor branch performance metrics.
• Handle customer inquiries, escalations and account-related administrative support for priority clients.
• Ensure compliance with operational procedures, regulatory requirements and audit standards.
• Coordinate with internal departments and stakeholders to support operational efficiency and process improvements.
• Support branch cash operations, account maintenance and onboarding documentation.
• Act as Branch Manager when required, overseeing staff coordination and operational continuity.
• Oversaw and coordinated day-to-day branch operations, ensuring processes were completed accurately, efficiently, and in line with internal policies, procedures, risk controls, and regulatory requirements.
• Supported the management of branch operations, prioritising multiple workflows and ensuring operational readiness and service continuity during busy periods and changing business requirements.
• Led and supported branch teams, including allocating responsibilities, providing guidance and coaching, monitoring performance, and supporting colleagues in achieving operational and business objectives.
• Acted as Branch Manager when required, taking responsibility for day-to-day decision-making, operational oversight, customer escalations, and team coordination.
• Managed complex customer queries, complaints, exceptions, and escalations, working with relevant internal teams to investigate issues and deliver timely resolutions.
• Coordinated with internal and external stakeholders and cross-functional teams to resolve operational issues, complete customer requirements, and maintain service standards.
• Monitored operational processes and controls to identify process gaps, recurring issues, and opportunities for improvement, contributing to more efficient and consistent ways of working.
• Worked within a highly regulated banking environment, maintaining strong risk, compliance, control, confidentiality, and documentation standards.
• Managed competing priorities and high-volume operational requirements while maintaining accuracy, customer service standards, and adherence to established procedures.
• Supported business performance through customer relationship management, service delivery, sales activity, and achievement of branch objectives, while maintaining appropriate operational controls.
• Used operational information, customer feedback, and performance indicators to identify issues and support data-informed decision-making and continuous improvement.
• Collaborated across departments to implement operational requirements, communicate changes, and ensure effective execution of processes.
• Handled sensitive customer information and complex cases with a high level of attention to detail, accountability, confidentiality, and professionalism.

Assistant Branch Manager at HSBC (2024-02 – 2026-04)

• Oversaw and coordinated day-to-day branch operations, ensuring processes were completed accurately, efficiently, and in line with internal policies, procedures, risk controls, and regulatory requirements.
• Supported the management of branch operations, prioritising multiple workflows and ensuring operational readiness and service continuity during busy periods and changing business requirements.
• Led and supported branch teams, including allocating responsibilities, providing guidance and coaching, monitoring performance, and supporting colleagues in achieving operational and business objectives.
• Acted as Branch Manager when required, taking responsibility for day-to-day decision-making, operational oversight, customer escalations, and team coordination.
• Managed complex customer queries, complaints, exceptions, and escalations, working with relevant internal teams to investigate issues and deliver timely resolutions.
• Coordinated with internal and external stakeholders and cross-functional teams to resolve operational issues, complete customer requirements, and maintain service standards.
• Monitored operational processes and controls to identify process gaps, recurring issues, and opportunities for improvement, contributing to more efficient and consistent ways of working.
• Worked within a highly regulated banking environment, maintaining strong risk, compliance, control, confidentiality, and documentation standards.
• Managed competing priorities and high-volume operational requirements while maintaining accuracy, customer service standards, and adherence to established procedures.
• Supported business performance through customer relationship management, service delivery, sales activity, and achievement of branch objectives, while maintaining appropriate operational controls.
• Used operational information, customer feedback, and performance indicators to identify issues and support data-informed decision-making and continuous improvement.
• Collaborated across departments to implement operational requirements, communicate changes, and ensure effective execution of processes.
• Handled sensitive customer information and complex cases with a high level of attention to detail, accountability, confidentiality, and professionalism.

Service Relationship Manager at HSBC (2022-07 – 2024-02)

• Provided administrative and operational support to multiple Relationship Managers managing high-value customer portfolios.
• Maintained accurate client records, documentation and service-related reporting.
• Coordinated customer onboarding, account maintenance and administrative service requests.
• Handled customer inquiries and ensured efficient follow-up on operational matters.
• Maintained high operational accuracy with a strong focus on compliance and service quality.
• Recognized for outstanding customer service and operational performance.

Banking Associate at HSBC (2018-04 – 2022-07)

• Managed daily administrative and banking operations including account opening, transaction processing and documentation handling.
• Conducted KYC reviews and maintained compliance-related records and documentation.
• Assisted with audit preparation, reporting and operational process monitoring.
• Supported branch sales campaigns and administrative coordination activities.
• Maintained accurate customer records and ensured compliance with internal procedures.
• Coordinated safety deposit locker administration and secure documentation handling.
• Provided onboarding and process training support for new coordinators.

Mobile Sales Force Coordinator at HSBC (2016-05 – 2018-04)

• Managed departmental records, static data maintenance and administrative documentation.
• Coordinated workflow across multiple teams during staffing shortages to ensure uninterrupted operations.
• Supported telesales administrative functions including application processing, scanning and submission coordination.
• Assisted with audit activities, reporting and compliance documentation.
• Delivered training and onboarding support to new coordinators and telesales staff.
• Provided operational and administrative support to the card services department.

MBA in Entrepreneurship – Anglia Ruskin University (through Oxford College of Business) (2025 – 2026)

Graduate Diploma in Management in Management – BMS, Colombo (2022 – 2023)

GCE London Ordinary Level Examination – Adventist International School, Negombo (2011 – 2011)