Divya L_ CV
- 1. Executive Profile Solution-driven & customer centric professional with expertise in providing the earliest possible notification of potential service disruption and recommending procedures to minimize the impact on customers Ensuring the process quality is as per set standards; preparing SOP & Manuals to facilitate smooth functioning of processes, ensuring conformance to Service Level Agreements Proficient in investigating and assessing alerts relating to potential money laundering risks in the organization Possess knowledge of current money laundering and terrorist financing behaviors, issues, policies, regulations, criminal typologies, industry best practices and developing trends Expertise in designing world-class systems and implementing processes that will enable organization to consistently meet and enhance customer satisfaction Resourceful at Process Development, Pre-screening Customer Details, KYC Analysis, Auditing and Competitor Analysis; working knowledge of MS Office, MIS, Lexis Nexis & World Check Exposure in identifying resource/manpower requirements and assigning duties to the team Education & Credentials Master of Business Administration in Human Resource from Madras University, Chennai in 2012 Bachelor of Science in Physics from Guru Nanak College of Arts & Science, Chennai in 2010 Career Timeline Notable Accomplishments Across the Career Selected as Best Employee of the Year in 2014 Recognized thrice as Best Customer Service Excellence Acquired Star of the Month title for August in TCS E-Serve 2012 Attained Zero-Defects Award in 2011 Key Impact Areas KYC Analysis Customer Servicing Anti-money Laundering Compliance Resource Management Escalation Management Due Diligence & Risk Analysis Business Support & Planning SLA Adherence Client Relationship Management Team Building & Leadership Key Skills Communicator Innovator Collaborator Thinker Intuitive Certifications Payment Cards and Collections L1 Fraud Risk Management Courses Anti-Money Laundering Divya .L KYC ANALYST & CUSTOMER SERVICE EXECUTIVE Targeting managerial level profiles with nearly 7 years of experience in multiple phases of Anti-Money Laundering Compliance, KYC Banking and Customer Service, preferably in UAE divu.bharathi@gmail.com +971- 0543435609 Tata Consultancy Service (TCS), Chennaias Associate 2013 - 2016 2012 - 2013 2010 - 2012 HCL Technologies Ltd., Chennaias KYC Analyst RR Donnelley & Sons, Chennai as Senior Customer Service
- 2. Professional Experience Jun’13 – Nov’16 with RR Donnelley & Sons, Chennai as Senior Customer Service Key Result Areas: Reduced the client impact at various levels to make the clients happy and trustworthy for sustaining a healthy relationship towards the business; provided advice, guidance and on-the-job coaching to junior colleagues on process and corporate design guidelines Maintained the SLA (Service Level Agreement) with a high level of accuracy and formulated daily reports and monthly MI on volume, efficiency & quality of the team Managed a team of 40 members; coordinated projects, testing, audit and deck data related activities of the team; performed client interfacing & requirements gathering and maintained documentation Supervised day-to-day floor management & work allocation for team members and onboarding related activities; arranged the resource pool & scheduled the shift production for reducing the rework, daily rejections & motivating the team Resolved escalated issues, reviewed & tested the process changes & system changes and applied them in the process; reviewed all jobs are completed within the time-frame Ensured a coordinative workflow for all the disciplines within the team & other client teams along with effective two-way communication with Account and Production Team Performed production planning in close liaison with the Team Leader / Workflow Manager; ensured fulfillment of SLAs periodical reports in necessary formats as demanded by clients Accomplished capacity planning to handle spikes in demand for sudden increase in inflow of work Identifying training needs of employees, conducting suitable training and orientation programs to enhance their operational efficiency, leading to increased productivity Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets as a whole Preparing Standard Operating Procedures, manuals to facilitate smooth functioning of processes, ensuring conformance to Service Level Agreements Interacting with Support functions for staffing & scheduling requirements, performance reporting and other related activities Highlights: Achieved Best Customer Service Excellence Award for 2014, 2015 Received Annual Performance Award in 2014 Nov’12 – Jun’13 with HCL Technologies Ltd., Chennai as KYC Analyst Key Result Areas: Examined the information and documents enclosed by Deutsche Bank UK Customers, investigated the case type and collected the documents from public search based on entity type Conducted due diligence inquiries on firms and organizations suspected of money laundering crimes & terrorist financing crimes and utilizing research and analysis of public records, commercial databases, global media sources and the Internet Identified Red Flag, intimated the same to AML Team, documented investigations & its results and modified the details in customer database May’10 – Nov’12 with Tata Consultancy Service (TCS), Chennai as Associate Key Result Areas: Conducted analysis/investigations for all transactions of the customer in case of any alert triggered in the database; identified sanction risk, high risk country and offshore country risk associated Identified multiple significant cases, red flags and patterns associated with the laundering of illegal funds Performed enhanced due diligence research of individuals, institutions and trust through Lexis Nexis, World check and other internet searches Assisted and provided information to support Suspicious Activity Reports (SAR) for regulatory filing Personal Details Date of Birth: 3rd April 1990 Languages Known: English, Tamil & Malayalam Address: Al Nadha , Dubai , UAE Nationality: Indian Marital Status: Married Passport No.: P18992216 Visa: Husband Visa