YASITH COLONNE
Manager - Customer Resolution & Digital Channels
Hokandara
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Highly motivated and results-driven professional with a proven track record of excellence in the financial industry. With over 14 years of experience, I have consistently delivered innovative solutions and achieved tangible results in various roles. My expertise spans unparalleled customer service, optimizing operations, people, and risk management. I am a strategic thinker with a keen eye for detail and a passion for digital solutions. I thrive in dynamic environments, adapting quickly to industry changes and emerging trends. I am seeking an opportunity to leverage my skills and experience to drive business growth and process streamlining for a forward-thinking organization.
Overview
15
15
years of professional experience
14
14
years of post-secondary education
3
3
Certifications
Work History
Manager – Customer Resolution & Digital Channels
Nations Trust Bank PLC
02.2022 - Current
- Ensure required service standards are met in all customer correspondence dealt with via mailboxes, digital channels, and social media
- Ensure service complaints are mitigated and staff adheres to required compliance and audit guidelines when dealing with all customer correspondence
- Review existing processes and make recommendations for new approaches, process automation, and technologies to improve service effectiveness and optimize performance.
- Cross-trained existing employees to maximize team agility and performance.
Deputy Manager – Customer Resolution & Digital
Nations Trust Bank PLC
06.2020 - 01.2022
- Introduced new methods, practices, and systems to reduce turnaround time.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
Deputy Manager – Premium Sales
Nations Trust Bank PLC
10.2018 - 06.2020
- Implement and execute strategies to promote the bank’s premium products to both new and existing clients
- Identify the financial requirements of key clients and provide sustainable solutions through the bank’s premium products while delivering a high level of customer service.
Assistant Manager – Operations
HSBC Electronic Data Processing Lanka (Pvt.) Limited
07.2015 - 10.2018
- Responsible for handling monthly staff payroll, monthly performance reviews, and leave management
- Maintaining effective business relationships with the business partners (Singapore) and key stakeholders to ensure smooth functionality across teams.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Client Due Diligence Analyst
HSBC Electronic Data Processing Lanka (Pvt.) Limited
05.2014 - 06.2015
- Evaluate the financial crime risk to the bank by analyzing customer profiles and their relationships with other risk factors
- Escalate and report any deviations from compliance and regulatory standards to authorized enforcement agencies as appropriate or required.
Customer Service Executive
HSBC Electronic Data Processing Lanka (Pvt.) Limited
08.2010 - 05.2014
- Review and verify customer documents, ensuring compliance with the bank's policies and regulations
- Assist in resolving customer issues and discrepancies by collaborating with other departments and stakeholders.
Business Development Officer
Nations Trust Bank PLC
03.2009 - 07.2010
- Identify and target high-net-worth individuals and affluent clientele to expand the credit card customer base
- Utilize a consultative sales approach to understand each customer's unique financial needs and recommend the most suitable credit card options.
Education
MBA - Business Management
12.2016 - 07.2018
Graduate Diploma - Business Management
03.2014 - 12.2014
Certificate in Business Management -
03.2013 - 07.2013
No Degree - G.C.E. Advanced Level
04.2001 - 04.2008
No Degree - G.C.E. Ordinary Level
04.2001 - 04.2005
Skills
Staff Management
undefinedCertification
Lean Six Sigma White Belt Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager – Customer Resolution & Digital Channels - Nations Trust Bank PLC
02.2022 - Current
Lean Six Sigma White Belt Certification
12-2021
Deputy Manager – Customer Resolution & Digital - Nations Trust Bank PLC
06.2020 - 01.2022
Deputy Manager – Premium Sales - Nations Trust Bank PLC
10.2018 - 06.2020
Anglia Ruskin University - MBA, Business Management
12.2016 - 07.2018
Assistant Manager – Operations - HSBC Electronic Data Processing Lanka (Pvt.) Limited
07.2015 - 10.2018
Client Due Diligence Analyst - HSBC Electronic Data Processing Lanka (Pvt.) Limited
05.2014 - 06.2015
A Pearson Assured Program - Graduate Diploma, Business Management
03.2014 - 12.2014
Business Management School - Certificate in Business Management,
03.2013 - 07.2013
Customer Service Executive - HSBC Electronic Data Processing Lanka (Pvt.) Limited
08.2010 - 05.2014
Business Development Officer - Nations Trust Bank PLC
03.2009 - 07.2010
International Computer Driving License (4.0)
03-2009
Dreams & Teams: International Young Leader Program
12-2007
D. S. Senanayake College - No Degree, G.C.E. Advanced Level
04.2001 - 04.2008
D. S. Senanayake College - No Degree, G.C.E. Ordinary Level
04.2001 - 04.2005
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