Sreejith V
SVP - Service Head & Transformation Lead
Singapore
Summary
Developed skills in dynamic corporate environments, focusing on strategic planning and high-stakes decision-making. Demonstrated ability to streamline operations and lead diverse teams towards achieving business objectives. Seeking to transition into new field, leveraging expertise in leadership and innovation.
Experienced in Team Leadership, driving business Transformations and Operational Improvements. Known for delivering strategic initiatives that foster growth and enhance profitability. Exceptional at fostering collaborative environments and adapting to dynamic business needs. Utilizes comprehensive business acumen to drive organizational success and foster growth.
Overview
12
12
years of professional experience
Work History
SVP – Transformation Lead & Service Head
Citibank Singapore Limited
03.2021 - Current
- Spearheaded dynamic Customer Service, Sales, Controls and Transformation Teams, optimizing performance metrics and ensuring robust governance and controls across in-house and Manila-based outsourced centers.
- Championed innovation and streamlined processes to significantly reduce manual interventions.
- Led strategic initiatives to diminish customer call volumes by addressing core issues and enhancing contact center's efficiency through Citibank's digital platform utilization.
- Identified opportunities to improve business process flows and productivity.
- Drove Citibank's 'Transform to Digital' agenda, enriching processes and client experiences in tight collaboration with the Transformation team and key stakeholders like the Digital Client Experience Team.
- Enhanced company performance by implementing new strategies and streamlining operations.
- Fostered leadership development and succession planning through targeted guidance and mentorship.
- Conducted critical evaluations of team performance, influencing decisions on compensation, promotions, terminations, and hiring.
- Empowered employee growth by expanding skill sets, training and creating opportunities for team capability enhancement.
- Tackled complex, high-impact organizational issues with innovative solutions and advanced customer service methodologies.
- Elevated team performance to achieve excellence in quality and productivity.
- I am really honored as the recipient of the “Best Contact Center Manager - Silver award” and incredibly proud in being part of all the Corporate Categories that Citibank Singapore won the awards at the 24th CCAS International Contact Centre awards held in Singapore! 🏆 🏆
VP – Project & Program Management
Citibank NA
11.2018 - 02.2021
- Drove cross-functional collaboration with Country Leads in 16 APAC and EMEA markets, ensuring cost-efficient and timely initiative rollouts.
- Led digital transformation efforts, achieving significant call reduction and improved customer experience.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Utilized RSAT to identify and alleviate client pain points, optimizing processes for enhanced efficiency.
- Automated manual processes, streamlining operations and boosting contact center agent productivity.
- Aligned cost-benefit analyses with strategic goals in partnership with Program Sponsors.
- Designed and implemented bespoke training programs to elevate team capabilities.
- Oversaw end-to-end project execution, managing budgets and resources with precision.
- Enforced process compliance, setting industry best practice benchmarks.
- Conducted rigorous risk assessments to safeguard the firm's reputation and uphold ethical standards.
AML Operations & Quality Assurance Manager
Citigroup Transaction Services (M) Sdn bhd (CTSM)
06.2015 - 10.2018
- Implemented thorough testing protocols to assess and confirm QA team precision and effectiveness.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Efficiently distributed investigative alerts to analysts for scrutinizing transactional activities, identifying potential money laundering indicators.
- Validated and approved the initiation of inquiries, escalations, or actions on suspected money laundering activities.
- Diligently reported client transactions suggestive of money laundering to uphold regulatory compliance.
- Authorized the conclusive closure of cases, ensuring thorough investigation no resolution.
- Adhered to global standard policies, procedures, and tools to maintain consistency and quality in AML operations.
- Consistently met business SLAs and upheld confidentiality standards in all.
- Developed and leveraged extensive knowledge in anti-money laundering processes to enhance team capabilities.
- Led comprehensive AML alert and case closure reviews, ensuring accuracy, regulatory compliance, and policy adherence.
- Collaborated with global QA counterparts to align and standardize QA program practices.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Key contributor to the development and implementation of the QA Program.
- Maintained high-quality standards and expertise within the QA team, overseeing task distribution and management of subject matter experts.
- Authorized critical reassessment and reopening of cases to reinforce thorough investigative.
Customer Service Manager
Citibank
11.2012 - 05.2015
- Spearheaded customer service excellence as Deputy Contact Center Head for a robust team of 302 professionals.
- Strategically balanced top-tier customer service with effective revenue growth.
- Fostered team development by mentoring 5 supervisors and their respective teams, enhancing performance through dynamic leadership.
- Exceeded business objectives by implementing and upholding operational excellence and service standards.
- Led with a forward-thinking approach to instill a culture focused on exceptional customer service.
- Maintained vigilant oversight of Risk, Compliance, and Control measures, securing outstanding audit achievements.
- Directed credit limit review processes, maintaining rigorous risk management protocols.
- Conducted comprehensive performance evaluations, committed to nurturing individual skill enhancement.
- Pioneered and applied process optimizations, significantly reducing response times without compromising service integrity.
Education
BES -
Sriram college of Arts & Science
MBA - undefined
University of Madras
Skills
Reengineering Contact center
Operational leadership
Stakeholder management
Strategic leadership/Planning
Digital transformation
Continuous Process improvement
Adaptable and flexible
Problem solving
Analytical abilities
Timeline
SVP – Transformation Lead & Service Head
Citibank Singapore Limited
03.2021 - Current
VP – Project & Program Management
Citibank NA
11.2018 - 02.2021
AML Operations & Quality Assurance Manager
Citigroup Transaction Services (M) Sdn bhd (CTSM)
06.2015 - 10.2018
Customer Service Manager
Citibank
11.2012 - 05.2015
MBA - undefined
University of Madras
BES -
Sriram college of Arts & Science