Ashkar Kamardeen
Colombo,Sri Lanka
Summary
Seasoned banking professional with over 8 years of experience in roles ranging from Implementation Manager to Customer Service Manager, demonstrating expertise in digital transition, client management, and operational efficiency. Renowned for implementing and training in digital banking services, with a proven track record of enhancing customer experience and streamlining processes. Adept at managing complex operational tasks and driving digital adoption among a diverse client base. Eager to leverage comprehensive skills to tackle new challenges, fostering customer excellence and digital innovation within the organization.
Overview
9
9
years of professional experience
Work History
ANALYST - CLIENT MANAGEMENT (ASSISTANT MANAGER)
Standard Chartered Bank
Colombo
09.2022 - Current
- Managing the onboarding and offboarding processes for customer accounts, ensuring seamless transitions and high levels of customer satisfaction.
- Performing regular reviews and due diligence on customer accounts according to their assigned risk ratings.
- Ensuring strict compliance and operational integrity by overseeing crucial processes such as signature updates, KYC name screenings, and the integration of Board Resolutions and Powers of Attorney into banking systems
- Ensuring high levels of customer satisfaction by optimizing turnaround times, fostering transparency, and ensuring equitable outcomes through close collaboration support functions
- Managed a full spectrum of client services, conducting tailored training sessions post-implementation, and addressing intricate customer inquiries
- Leading, coaching, and mentoring teams while collaborating with product partners to cross-sell offerings and increase market share, within Corporate, Commercial and Institutional Banking
- Ensuring the successful integration and implementation of Online/Digital Banking platforms, focusing on Corporate and Business Banking customers.
CUSTOMER SERVICE MANAGER | BUSINESS BANKING
Standard Chartered Bank
Colombo
12.2021 - 09.2022
- Coordination with Trade, Cash Services and other relevant departments, with regards to customers transactions related Letter of Credits, remittances, bank guarantees, and Export Credit inquiries RTGS payments, customer statement tracking, remittances, static data updates, FX transactions, ensuring smooth and efficient communication
- Effectively handled the Complaint/Escalation process to ensure timely resolution and customer satisfaction
- Utilized S2B Domain Knowledge to drive seamless digitization, emphasizing digital platforms for improved customer service and operational efficiency
- Successfully increased NPS and other customer satisfaction survey scores through strategic initiatives
- Led the migration of customers to appropriate channels for various trade/cash requirements
- Defined seamless processes with minimal manual intervention to enhance operational efficiency
- Liaised with internal units to maintain SLA/TAT standards, reviewed service gaps, and implemented processes to meet customer expectations.
CUSTOMER SERVICE OFFICER | BUSINESS BANKING
Standard Chartered Bank
Colombo
03.2021 - 12.2021
- Conducted specialized retraining sessions on the online/digital banking platform post-implementation, responding promptly to client requests.
- Facilitated the seamless transition of manual transacting Business Banking clients to the online/digital banking platform during onboarding processes.
- Effectively managed client inquiries both pre and post online banking transactions, ensuring prompt and accurate resolution.
- Verified and authenticated documents related to online/digital banking procedures before their formal submission.
- Proactively initiated outreach to business clients, providing valuable product recommendations, and identifying cross-selling opportunities to enhance overall
customer engagement and satisfaction
ANALYST - SOLUTION ACTIVATION TEAM
Standard Chartered Bank
Colombo
08.2020 - 03.2021
- Ensured seamless execution of online banking services by proactively reaching out to clients and following up on the progress.
- Collaborated with HUB teams in implementing online banking solutions, ensuring accurate completion of client requests.
- Managed initial client inquiries and provided comprehensive assistance during client migration to online banking for a smooth transition and optimal user experience
OFFICER - RETAIL CLIENT ONBOARDING
Standard Chartered Bank
Colombo
10.2016 - 08.2020
- Ensured prompt resolution of cash discrepancies during transit to/from ATM, BNA Deposit, and Corporate Bulk Cash functions. Oversaw meticulous reconciliation procedures.
- Managed daily reconciliation process for ATMs and CDMs, ensuring adherence to established protocols and maintaining a high level of precision.
- Streamlined cash transfers between ATMs and effectively managed excess funds allocated to the Central Cash, demonstrating expertise in vault management
- Monitored and managed primary vault balance to maintain specified thresholds and operational benchmarks with precision.
SUB OFFICER - CASH MANAGEMENT
Standard Chartered Bank
Colombo
09.2015 - 10.2016
- Proactively managed customer instructions through fax communication and expertly handled SWIFT messages, ensuring precise and timely execution
- Exercised vigilant oversight and monitoring of the payment gateway to meticulously track incoming and outgoing SWIFT messages, maintaining a responsive and efficient communication flow
- Executed the reconciliation process for Right Fax and SWIFT messages with a focus on ensuring utmost accuracy and completeness, contributing to streamlined operational efficiency.
Education
MASTER OF BUSINESS ADMINISTRATION -
EDINBURGH NAPIER UNIVERSITY
Edinburgh, UK01-2021
BSC (HONS) BUSINESS AND MANAGEMENT -
NORTHUMBRIA UNIVERSITY
Newcastle, UK01-2019
HND IN BUSINESS AND MANAGEMENT - SPECIALIZED IN HUMAN RESOURCES
ICBT CAMPUS
Colombo, Sri Lanka01-2018
Skills
- Customer Relationship Management (CRM)
- Problem Solving
- Customer Service
- Customer Onboarding
- Cross-Selling
- Performance Management
- Customer Due Diligence (CDD)
- Account Management
- KYC Verification
- Communication
- Time management
- Negotiation Skills
Accomplishments
- Most Resilient Function Award for being a Key contributor to the success of the Power of Attorney (POA) registration project.
- Orchestrated the successful implementation of CDM reconciliations.
- Demonstrated cost-effectiveness by implementing lucrative strategies, resulting in a substantial reduction in vendor and courier charges.
Projects
- Significantly aided in the SMIP (Stop Manual Initiated Payment) & SMIT (Stop Manual Initiated Trade) projects, driving the strategic shift of corporate and business banking clients to digital platforms.
- Leading the development of a system for audit/balance confirmations on the digital banking platform, emphasizing a commitment to innovation and process improvement.
Languages
English
First Language
Tamil
Proficient (C2)
C2
Sinhala
Proficient (C2)
C2
Hindi
Beginner (A1)
A1
References
References available upon request.
Timeline
ANALYST - CLIENT MANAGEMENT (ASSISTANT MANAGER)
Standard Chartered Bank
09.2022 - Current
CUSTOMER SERVICE MANAGER | BUSINESS BANKING
Standard Chartered Bank
12.2021 - 09.2022
CUSTOMER SERVICE OFFICER | BUSINESS BANKING
Standard Chartered Bank
03.2021 - 12.2021
ANALYST - SOLUTION ACTIVATION TEAM
Standard Chartered Bank
08.2020 - 03.2021
OFFICER - RETAIL CLIENT ONBOARDING
Standard Chartered Bank
10.2016 - 08.2020
SUB OFFICER - CASH MANAGEMENT
Standard Chartered Bank
09.2015 - 10.2016
MASTER OF BUSINESS ADMINISTRATION -
EDINBURGH NAPIER UNIVERSITY
BSC (HONS) BUSINESS AND MANAGEMENT -
NORTHUMBRIA UNIVERSITY
HND IN BUSINESS AND MANAGEMENT - SPECIALIZED IN HUMAN RESOURCES
ICBT CAMPUS
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