Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Hobbies and Interests
References
Disclaimer
Timeline
Generic
Anne Penelope Weerasekera

Anne Penelope Weerasekera

Nugegoda

Summary

Over 25 years of banking experience, specializing in Retail Banking, Contact Center operations, Trade Services, and Consumer Sales. Proven ability to support business units and enhance branch promotional campaigns. Consistently maintains high service standards in customer care and deliverables. Strong interpersonal and communication skills, complemented by effective negotiation abilities.

Overview

29
29
years of professional experience

Work History

Manager Administration – Consumer Sales Department

Nations Trust Bank PLC
01.2004 - Current
  • Ensure all staff members adhere to KYC guidelines.
  • Responsible to ensure required controls are in place and necessary trainings are done to meet all the SLAs assigned for the unit.
  • Ensure the Monthly, Quarterly and YTD Award Ceremony are done according to the agreed timelines.
  • Ensure Daily, Weekly, Monthly's sales MIs shared according to the agreed timelines.
  • Monitor accuracy and efficiency of reports and other MIs, essential to the sales unit and recommend revisions and continuous improvement of such reports.
  • Proactively identify process improvement opportunities and work closely with sales managers to inspect sales process quality and prioritize opportunities for improvement.
  • Implement an Audit Work Plan (Clear Desk check list) to achieve the internal controls are operating at adequate levels.
  • Conducting investigations relating to the Sales Issues and Continually monitoring fraudulent activities in the department.
  • Work closely with HR staff and Finance to ensure sales staff incentives are paid on time.
  • Implement high standard procedures which will reduce the cost in the department.
  • Provide utilities to building with no service interruptions, and respond to occupant comfort issues in a timely manner.
  • Ensure strict adherence to compliance.
  • Work with Marketing department to ensure timely promotions are conducted and other acquisition programs are within conducted as planned.
  • Work closely with card processing units to understand sales quality and other issues to balance risk with customer service and service levels.
  • Properly implement signature card archival process

Deputy Manager - Trade Services Department

Nations Trust Bank PLC
08.2011 - 11.2022
  • Process all import related Outward Remittances and assisting in processing inward Collection documents on DP/DA terms.
  • Possess a good knowledge on Foreign Exchange and Regulatory Requirements and Gazettes.
  • Timely reconciliation of Nostro accounts.
  • Process all Letters of Credits, Shipping Guarantees, AWB/OBL & Invoice endorsements.
  • Granting and recoveries of Import Finance Loans.
  • Inform customers of long outstanding endorsements and follow up for the original documents.
  • Ensure all regulatory and reporting requirements of Central Bank and Customs are adhered to.
  • Identify operational risks before transactions are authorized and mitigate such risks.
  • Help and ensure staff are periodically coached and educated on all prevailing policies and procedures.
  • Was in-charge of the bank’s Sangaraja Branch Trade Counter and performed trade related functions such as opening of LC’s, processing of TT remittances, endorsement of LC documents and collection documents, etc.

Deputy Manager - Contact Centre

Nations Trust Bank PLC
09.2005 - 08.2011
  • Managed the Bank’s Retail Call Center independently and overlooked a team of 11 full-time staff.
  • Attended to customer complaints within the internal service standards by taking up the complaints with the relevant departmental heads/ branch managers and providing the customers with feedbacks of the concerned and put all effort to maintain an excellent customer service level.
  • Promptly served customers with necessary information on their inquiries, which can be answered outright on the receiving end itself.
  • Achieved all target levels of KPI’s whilst delivering highest level of customer service.
  • Was instrumental in building a call centre team - coached, led and maximized call efficiencies and performance standards.
  • Trained and provided guidance to junior staff and help them being promoted based on their performances.

Senior Banking Assistant

Nations Trust Bank PLC
01.2004 - 08.2005
  • Carried-out retail banking operations which encompasses cheque clearing, handling cash, opening of customer accounts, processing of remittances / standing orders / managers cheque, etc.

Draft Counter Staff

Dalil Exchange
10.2002 - 10.2003
  • Company Overview: Bahrain
  • Handled foreign currencies, bank drafts & processed TT remittances.
  • Opened NRFC a/c’s with Peoples Bank for Srilankan expatriates.
  • Canvassed Peoples Bank among Sri Lankan expatriates.
  • Attended to customer queries/ complaints and resolved them speedily.
  • Bahrain

Senior Banking Assistant

Seylan Bank PLC
05.1996 - 01.2002
  • Worked 4 years as a Teller.
  • Handled cheques/drafts clearing and authorization of cheque payments.
  • Handled foreign currencies and traveler’s cheques.
  • Processed local & overseas remittances, pay orders and standing orders.
  • Handled opening of fixed deposits, savings & current accounts for businesses and individuals.
  • Canvassed bank’s credit card facilities and personal loans.

Education

Diploma in Trade -

IBSL
01.2021

Online Course for Certified Trade Finance Professional -

ICC Academy
01.2019

G.C.E. A/L Examination - Commerce stream

01.1995

G.C.E. O/L Examination -

01.1992

Preliminary Certificate in Marketing -

SLIM

English for Business Communication - Level 2 -

City & Guilds UK

Methodist College -

Methodist College
Colombo, 03

Skills

  • Team leadership and employee onboarding
  • Performance monitoring and process improvement
  • Customer relationship management and service
  • Problem solving and attention to detail
  • Effective communication and verbal skills
  • Time management and budget control
  • Data analysis and relationship building

Websites

Personal Information

  • Age: 49
  • Date of Birth: 07/27/76
  • Gender: Female
  • Marital Status: Married
  • Religion: Christian

Hobbies and Interests

  • Reading
  • Travelling
  • Baking

References

  • Mr. Chameera Bandara, Manager – Consumer Sales, Nations Trust Bank PLC, No. 76, York Street, Colombo, Western Province, 01, 077 3868824
  • Mrs. Navamali De Silva, Assistant Vice President - Trade Services, Nations Trust Bank PLC, Millenium House, Nawam Mawatha, Colombo, Western Province, 02, 077 366 0567

Disclaimer

I do hereby declare that the above information furnished by me is true and correct.

Timeline

Deputy Manager - Trade Services Department

Nations Trust Bank PLC
08.2011 - 11.2022

Deputy Manager - Contact Centre

Nations Trust Bank PLC
09.2005 - 08.2011

Manager Administration – Consumer Sales Department

Nations Trust Bank PLC
01.2004 - Current

Senior Banking Assistant

Nations Trust Bank PLC
01.2004 - 08.2005

Draft Counter Staff

Dalil Exchange
10.2002 - 10.2003

Senior Banking Assistant

Seylan Bank PLC
05.1996 - 01.2002

Diploma in Trade -

IBSL

Online Course for Certified Trade Finance Professional -

ICC Academy

G.C.E. A/L Examination - Commerce stream

G.C.E. O/L Examination -

Preliminary Certificate in Marketing -

SLIM

English for Business Communication - Level 2 -

City & Guilds UK

Methodist College -

Methodist College

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Anne Penelope Weerasekera