ROBIN THOMASOperations Manager – Banking & FinanceChennai, IndiaMobile: +91 - 9176171911 | E-Mail: robin.sunny.thomas@gmail.comLinkedIn: Please provideSkype: Please ProvideBest time to call: 09:00 AM to 1:00 PM (IST)Personal Details:Gender: MaleNationality: IndianMarital Status: MarriedDate of Birth: 18 Apr 1984

OBJECTIVE Seeking a challenging role in Banking or Finance Industry to leverage the expertise and experience

gained in Operations Management and Customer Service

SUMMARY A dynamic and diligent Analyst with over 7+ years of experience in Banking & Finance Industry Currently Associated with Tata Consultancy Services (TCS) as a Senior Analyst Dexterous in optimizing processes / procedures to establish robust top Quality Management

Systems and in applying various quality measures to ensure Operational Excellence Own incredible enquiring mind to plan & complete complex investigations and identify fraudulent

activities and suggest corrective actions Extensive experience in banking operations and customer service with an aptitude and commitment

to offer quality service Competent in ascertaining and documenting risk management procedures with a good exposure to

management activities Excellent track record and expertise in regulatory issues, compliance with various guidelines and

accounting standards of the organization Possess excellent skills in manpower management and strong technical skills

EXPERTISE Corporate Relations Regulatory Compliance Administrative Management Customer Centric Monitoring and Evaluation Analytical and Technical skills

LANGUAGE SKILLS Fluent in English, Hindi, Tamil and Malayalam

GLOBAL EXPOSURE Interacted with Clients from USA, UK and Qatar

EDUCATION Bachelor of Commerce, Osmania University, India− 2008

Please provide Photo

AVAILABILITY Willing to relocate at the earliest Possess no bond with the current employer

ACCOMPLISHMENTS Received awards for providing 100% customer satisfaction consecutively for 3 months Nominated as a member to represent intuit India chat & email to interact closely with other support

executives across the world to improve the tools and knowledge repository Received award for achieving highest number of sales in a day for loan on phone on credit card Consistently achieved month on month sales for 7 months and service targets for 11 months with zero

defects Innovated the idea of having a centralized system for premier miles card customers to send their free

tickets as part of renewal offer on email instead of courier, hence reduced the cost and avoided the deliverable issues

PROFESSIONAL EXPERIENCETata Consultancy Services (TCS), India Jan 2015 – Till DateSenior Analyst - Anti-Money Laundering (Standard Chartered Bank)

Providing strategic oversight to ensure conformity and compliance with the governing AML regulations with periodically reporting AML compliance to the bank

Verifying the customer’s accounts to ensure security and act in accordance of Money Laundering and Compliance Office (MLCO)

Supporting the business functions in the implementation of policies and regulatory requirements offering new products and services

Monitoring payments and other transactions made by customers ensuring compliance with regulatory procedures

Checking the customer’s profile and background and ensuring that they are in compliance with bank policies and procedures

Managing general and specific functions that include analysis of complex data and review of compliance issues

Applications -DETICA, ACCUITY to ensure Security and Confidentiality

Tata Consultancy Services (TCS), India Feb 2013 – Dec 2014Senior Workflow Specialist (Citibank Card Operations)

Identified & Managed Credit Limit Increase Database for Citibank Credit card customers across India Handled the project of RBI (Reserve Bank of India) wherein converted all the Citibank credit cards into

chip based cards Authorized, Reactivated and issued the credit cards for the customers whose accounts were closed Initiated reward points for premium Citibank credit and debit cards Authorized debit / credit fee and maintenance of premium cards like Premier miles card & Ultima cards Managed MIS ( Management Information Systems ) for various Citibank products & processes Performed testing for various Citibank applications Interacted with Product manager & Credit team in Citibank on how to improve product and process

Provided authorization for Swap & Fee code maintenance for various high end premium cards of Citibank Applications – EXCEL, SAS, ECLIPSE, ZINUX, HOST Application and PUTTY

Tata Consultancy Services (TCS), India Aug 2012 –Jan 2013Senior Process Associate (Commercial Bank of Qatar)

Managed Business Development for Commercial bank of Qatar. Created & Managed database for promoting the banking products such as Corporate Loans and Payroll

Software Generated the leads through calling and follow up from the customer data available at branches Analyzed applicants financial status to determine feasibility of granting loans Recruited and trained business development executives for acquisition of new business Handled customer queries and feedbacks and shared it with client for product/process improvement

Citibank, India Apr 2010– Mar 2012Citi phone Officer

Handled domestic inbound processes for Citibank credit card Provided customer service for credit cards & sales for various banking products such as Loans,

Insurance, and Account opening Protected vital data such as Credit card information & Bank account information of numerous customers Provided excellent customer service and quality ensuring customer satisfaction Investigated and initiated disputes in case of any fraudulent transactions on the card or lost cards Handled escalations and complex queries in the absence of manager Tracked international usage of high profile cards by monitoring the transactions Applications – LINQ, Cosmos Eclipse (Credit card application)

Sutherland Global Services, India Aug 2007 – Nov 2009Senior Customer Support Representative

Handled US based inbound processes involving both business to business and business to client segment

Provided customer service and basic technical support for the accounting software – QuickBooks Handled sales of various banking products and other supplies which are compatible with the software Maintained daily, weekly and monthly sales and service statistics and customer feedback report for the

whole team Interacted with the clients on how to improve the service and worked closely with them to provide better

application tools which helped the agents assisting the customers Applications –MS Office Suite including Excel, Cosmos and Live person chat applications

REFERENCES Available upon request