Sports
Eswaran K. Narayanasamy
Banker - Manager, Digital Engagement
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Reliable employee seeking operational position. Offering excellent communication and good judgment. Experienced employee with over 30 years of experience in Banking industry. Excellent reputation for resolving problems and improving customer satisfaction. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level manager position. Ready to help team achieve company goals.
Overview
30
30
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Manager, Digital Engagement
Standard Chartered Bank Malaysia
07.2019 - Current
- Managed contract invoicing, billing, renewal and stakeholder management
- Accomplished multiple tasks within established timeframes.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated suppliers to maintain cost controls and improve operations.
- Maintained professional, organized and safe environment for employees and patrons.
Manager Operational Risk
Standard Chartered Bank Malaysia
08.2018 - 07.2019
- Implemented risk avoidance and mitigation strategies to eliminate hazards, activities and exposures that could negatively impact organizational assets.
- Developed risk assessment matrices and templates to increase visibility of risks and facilitate decision making.
- Encouraged stakeholders to approach assessments analytically and offer unique insights to bring new understanding to risk management programs.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Coordinated client compliance and due diligence requests to facilitate quality assurance and internal audits.
- Conducted meetings and generated reporting to support risk monitoring and management.
- Extracted engineering and customer change data to perform analysis, quantify results and communicate risk factors.
- Delivered presentations and training courses to promote best practices for techniques and processes.
- Developed metrics that provided data for process measurement to identify indicators for future improvement opportunities.
- Offered consultation on re-engineering techniques to improve process performance and product quality.
- Planned, performed and implemented Lean and Six Sigma process improvement initiatives to measure and eliminate defects in development and increase efficiency.
- Measured performance against process requirements to align improvement to performance shortfalls.
- Diagrammed and evaluated existing processes to identify gaps and devise solutions.
- Implemented and managed controls to comply with laws and regulations, agreements and SOPs.
- Taught employees how to control risks at front line.
Operational Risk Officer
Standard Chartered Bank Malaysia
10.2016 - 08.2018
- Maintained energy and enthusiasm in fast-paced environment.
- Handled [Number] calls per day to address customer inquiries and concerns.
- Exceeded goals through effective task prioritization and great work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed team communications and information for meetings.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Carried out day-to-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Improved operations through consistent hard work and dedication.
- Identified issues, analyzed information and provided solutions to problems.
Manager CDD Operations
Standard Chartered Bank
05.2012 - 02.2016
- Perform Customer Due Diligence (CDD) exercises for 'event triggered' or dynamic risk review activities.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Prepared variety of different written communications, reports and documents.
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team-building activities to enhance working relationships.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Working within the Personal Banking and Priority Banking segments, the analyst will be communicating with customers through letters, calling customers and performing periodic (PRR) risk reviews in order to ascertain the facts of the case and bring it to a satisfactory conclusion.
- Ensuring timely re-performance of CDD for PR and event triggered activities
- To effectively interact with stake holders like RM/BM/CMLCO etc
- Undertake the full CDD time-bound periodic review function and trigger based reviews.
- Liaise with RMs, FCR/AML compliance, UORM and CMLCO.
- Tracking and reconciliation of all CDD periodic re review and DRR cases, proper closure of the same re-performance and exiting of relationships received from AML Compliance and be guided by AML polices and Group policies
- · Maintain proper tracker on STRs, PEPs, Adverse news, Periodic Reviews, DRR etc.
- · Tracking and closure of all pending items with respective RM/BM/contact center/CMLCO etc in respect of PRR and DRR reviews.
- · Centralized tracking of action and completion rate for periodic and DRR reviews of all SDD/EDD cases.
- · Ensure MIS for all pending case are maintained, updated on daily basis and is readily available at any given point.
- · Reviewing and exiting of account relationships in event of STRs raised or adverse news related to existing customers.
- · Prepare accurate MIS for Periodic Review cases in line with Group MIS requirements for multiple countries and regions
- Other AML related activities
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Collaborated with team members to achieve target results.
Citigroup Manager, Client Service - Hong Kong
Citigroup Transaction Services Malaysia
06.2015 - 01.2016
- Improved operations through consistent hard work and dedication.
- Handled [Number] calls per day to address customer inquiries and concerns.
- Drove operational improvements which resulted in savings and improved profit margins.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Developed and maintained courteous and effective working relationships.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Collaborated with team members to achieve target results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Carried out day-to-day duties accurately and efficiently.
Operations Service Manager, SME Banking
Standard Chartered Bank Malaysia
10.2010 - 04.2012
- Met with customers to discuss service needs and offer available solutions.
- Maintained effective customer service by responding to service requests quickly to increase overall stakeholder satisfaction.
- Updated existing customers on new products, updated services and changes in accounts to maintain good rapport with stakeholders.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Drafted invoices for completed work.
- Served instrumental role in organizational transformation and implementation and participated in various system testing.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Interacted well with customers to build connections and nurture relationships.
- Promoted positive customer experience through day-to-day handling BAU tasks.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Eased team transitions and new employee orientation through effective training and development.
- Managed, trained and motivated personnel to continuously improve knowledge and abilities in respective areas.
- Built loyal account base and long-term business relationships with stakeholders.
Manager, Remote Banking
Standard Chartered Bank Malaysia
07.2009 - 09.2010
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Accomplished multiple tasks within established timeframes.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized and safe environment for employees and patrons.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Performed statistical analyses to gather data for operational and forecast team needs.
Consumer Banking Marketing Services
Standard Chartered Bank Malaysia
08.2009 - 11.2009
- Resolved problems, improved operations and provided exceptional service.
- Participated in team-building activities to enhance working relationships.
- Maintained energy and enthusiasm in fast-paced environment.
- Used Microsoft Word and other software tools to create documents and other communications.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Developed and maintained courteous and effective working relationships.
- Used coordination and planning skills to achieve results according to schedule.
E- Commerce Service Manager, Consumer Transaction
Standard Chartered Bank Malaysia
06.2006 - 08.2009
- Developed team communications and information for meetings.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Collaborated with team members to achieve target results.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Improved operations through consistent hard work and dedication.
- Used coordination and planning skills to achieve results according to schedule.
- Increased customer satisfaction by resolving issues.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Maintained energy and enthusiasm in fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
Call Centre Team Manager Consumer Banking Malaysia
Standard Chartered Bank Malaysia
01.2002 - 05.2006
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled 50-100 calls per day to address customer inquiries and concerns.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked flexible hours across night, weekend and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed team communications and information for meetings.
Settlement Officer, Credit Collection Department
Standard Chartered Bank Malaysia
01.1997 - 12.2000
- Provided key administrative assistance to senior management.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.
Service Team Leader, Administration, Custodial Svs
Standard Chartered Bank Malaysia
01.1995 - 12.1997
- Closely supervised team and volunteers to uncover needs and improve quality of services offered.
- Produced letters and memoranda to inform stakeholders of business decisions.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Encouraged service members to provide meaningful service to customers and successfully complete shifts.
- Composed inter-office correspondence and provided product and service information to customers.
- Offered technical support and troubleshot issues to enhance customer services
- Encouraged collaboration and social interaction while increasing understanding and appreciation of cause served.
- Consulted with leadership to identify processes requiring improvement to support growth and success.
- Provided technical assistance with service operations and connected participants to external resources.
- Established open atmosphere for team members and participants to openly communicate thoughts and opinions.
Customer Service Support, Custodial Services MY
Standard Chartered Bank Malaysia
01.1993 - 12.1995
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Collected and analyzed customer information to prepare product or service reports.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded actions taken, issues resolved and queries to effectively manage customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Communicated professionally with colleagues, stakeholders and clients.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
BBA - Business Administration And Management
Southern Pacific University, USA
Malaysia 03.2003 - 10.2006
Certification - Basic Computer
Binary Business School)
Malayisa 01.1994 - 12.1994
Six Sigma – Process Improvement (Green Belt) - Process Reengineering
Lean Partner
Malaysia 01.2014 - 12.2014
High School Diploma -
La Salle Sentul, Kuala Lumpur
Malaysia 04.2001 -
Skills
Verbal and written communication
undefinedInterests
Watching football, family outing and friends/stakeholder clubbing
I'm a big fan of Liverpool so I never miss their games. I love to watch it with group of close friends.
My family loved to travel so we try to plan multiple vacations in the year as part of family bonding time
As for clubbing, I have own childhood buddies club, La Salle Class 83 and close friends circle neighbours, family and SCB colleagues of which we meet up regular to catch up, offer public services and so on
Timeline
Manager, Digital Engagement
Standard Chartered Bank Malaysia
07.2019 - Current
Manager Operational Risk
Standard Chartered Bank Malaysia
08.2018 - 07.2019
Operational Risk Officer
Standard Chartered Bank Malaysia
10.2016 - 08.2018
Citigroup Manager, Client Service - Hong Kong
Citigroup Transaction Services Malaysia
06.2015 - 01.2016
Six Sigma – Process Improvement (Green Belt) - Process Reengineering
Lean Partner
01.2014 - 12.2014
Manager CDD Operations
Standard Chartered Bank
05.2012 - 02.2016
Operations Service Manager, SME Banking
Standard Chartered Bank Malaysia
10.2010 - 04.2012
Consumer Banking Marketing Services
Standard Chartered Bank Malaysia
08.2009 - 11.2009
Manager, Remote Banking
Standard Chartered Bank Malaysia
07.2009 - 09.2010
E- Commerce Service Manager, Consumer Transaction
Standard Chartered Bank Malaysia
06.2006 - 08.2009
BBA - Business Administration And Management
Southern Pacific University, USA
03.2003 - 10.2006
Call Centre Team Manager Consumer Banking Malaysia
Standard Chartered Bank Malaysia
01.2002 - 05.2006
High School Diploma -
La Salle Sentul, Kuala Lumpur
04.2001 -
Settlement Officer, Credit Collection Department
Standard Chartered Bank Malaysia
01.1997 - 12.2000
Service Team Leader, Administration, Custodial Svs
Standard Chartered Bank Malaysia
01.1995 - 12.1997
Certification - Basic Computer
Binary Business School)
01.1994 - 12.1994
Customer Service Support, Custodial Services MY
Standard Chartered Bank Malaysia
01.1993 - 12.1995
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