Swetha Thakur

Responsible for communication between client and global relationship managers to collect data & documents to fulfil bank wide client due diligence requirements.

Responsible for workforce and workload management.

Responsible for bringing continuous standardization and simplification to process to remove non value added steps.

Adhering to service level agreements and metric requirements at all times.

Responsible to provide solutions raised by peers and other functions.

Responsible for handling the team of 5 members, conducting daily meetings, providing feedbacks on their performance, quality check on the emails to customer and assisting on calls with customer regarding the documentation.

CMG is the single point of contact for all KYC related activities for both internal and external clients.

Responsibility for the gathering of information required to complete Customer Due Diligence (CDD) activities via direct client contact, in the context of Renewal and Remediation driven activities for the assigned global sectors.

Ensure all CDD requests and activities that impact and involve Coverage are resolved within agreed timeframes, that the request and work-flow pipeline is optimized, priorities identified early and issues escalated accordingly.

Develop a detailed understanding of the CDD functions, system, process, policies and procedures in order to advise the Coverage and Clients. Own the resolution of client and business escalations, effectively managing stakeholder expectation at all times.
Performing audit checks through all sector clients, also identify errors and ensure remediation completed without backlog.

 

Working for KYC Operation New Zealand (CDD-QA). Quality Check of the requests submitted by the banker. 

100% review of all the entity types opened by branch and business bankers for accurate documentation. 

Ensure in performing due diligence of all required processing steps and check parameters defined in the process. 

Flexibility towards business requirement and assisting co-workers. 

Meet all the Productivity and Accuracy targets defined for the process. 

Ensure that all customer requests are completed timely by adhering to procedures and guidelines. 

Responsible to ensure the on boarding or renewals completed on time even for adhoc priority requests. 

Working for KYC Operations (Business Banking QA) function under Consumer and Community Banking. Quality check of the accounts processed by peers in details for all the queues.
100% review of all business accounts opened by branch and business bankers for accurate documentation and account opening requirements.
Meet all the Productivity and Accuracy targets defined for the process.
Ensure in performing due diligence of all required processing steps and check parameters defined in the process.
Flexibility towards business requirement and assisting co-workers.
Ensure that all customer requests are completed timely by adhering to procedures and guidelines.
Ensure all exceptions or deviations are escalated to management on timely basis.

 

Worked in Payment Services line of Business taking care of the work-flow customer requests. 

The Quality metric threshold was 99.95% and as an operational processer, I have always met my target threshold numbers in Quality, Productivity and Product knowledge tests. 

Took over as a client certified SME (Subject Matter Expert) in Dec 2010. 
As a SME, I was given a small team to handle in terms of their metrics. 

The work-flow team has never missed the quality metrics of 99.95% till date. 

In fact, the quality was 100% for the last 5 months (May to Sep 2012). 

Mentored couples of trainees, due to proper monitoring and training, both have delivered good performance in quality and productivity in the last 6 months. 

Attending weekly Client review calls and ability to manage client calls in the manager’s absence. 

Preparing Daily/weekly/monthly Reports 

Queue management: Making sure the SLA is met with break management capability. 

Conducting weekly Refresher with respect to product knowledge and recent client updates. 

Doing Quality Check on accounts that has been processed by Associates. 

Conducting Product knowledge Test every Month