DIVYA DEWI RAJAMANICKAM
SENIOR GLOBAL OPERATION SPECIALIST
Labu, Negeri Sembilan
Summary
A seasoned professional with a proven track record at Standard Chartered Global Business Services, I excel in strategic planning and problem-solving, enhancing operational efficiency and stakeholder collaboration. My leadership in global payments and customer care has significantly boosted performance and satisfaction levels, leveraging skills in emergency response coordination and teamwork.
Overview
7
7
years of professional experience
Work History
SENIOR GLOBAL OPERATION OFFICER - GLOBAL PAYMENTS
Standard Chartered Global Business Services
BUKIT JALIL
08.2023 - Current
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Lead and manage a high-performing team in the Global Payments division, ensuring operational efficiency and alignment with company goals.
- Oversee global payment processes, including inbound and outbound transactions, settlements, and reconciliations across multiple regions.
- Ensure adherence to payment regulations (e.g., SWIFT, ISO20022) and internal policies, maintaining compliance with industry standards.
- Develop and implement continuous improvement initiatives, leveraging feedback and performance data to enhance payment process efficiency and security.
- Foster stakeholder relationships with both internal teams (finance, compliance, IT) and external partners (financial institutions, payment processors) to enhance operational workflows.
- Conduct regular audits, risk assessments, and reviews to mitigate fraud, operational risks, and compliance issues.
- Provide team leadership, coaching, and mentoring to ensure high levels of performance and professional development.
- Ensure accurate and timely reporting of global payment activities, including financial, operational, and performance reports to senior management.
LIVE BANKING EXECUTIVE
Standard Chartered Global Business Services
BUKIT JALIL
11.2022 - 08.2023
- Built strong relationships with key clients, resulting in increased business retention and referrals.
- Established strategic partnerships with external organizations, broadening the bank''s reach within the community.
- Developed and executed strategies for branch growth, increasing revenue and market share.
- Navigated complex deal structures by leveraging extensive knowledge of financial products and market conditions.
PRIORITY CUSTOMER CARE SERVICE
Standard Chartered Global Business Services
BUKIT JALIL
02.2022 - 10.2022
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Exceeded performance targets consistently through diligent follow-up on open cases and effective time management techniques.
- Developed and maintained a deep understanding of evolving industry trends, ensuring the ability to provide informed recommendations and effectively address client inquiries.
- Reduced call wait times for customers by streamlining processes and implementing efficient call routing strategies.
- Enhanced team productivity by providing ongoing training and support to new hires.
- Boosted first-call resolution rates by conducting research on complex inquiries before escalating to higher-level support staff.
- Maintained high-quality service standards with thorough knowledge of company products, policies, and procedures.
CUSTOMER CARE EXECUTIVE
Maxis Telecommunication
SUNWAY
03.2020 - 05.2021
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
CUSTOMER CARE OFFICER
Singtel
Klang, Selangor, Malaysia
05.2019 - 03.2020
- Handled difficult situations calmly, maintaining professionalism at all times.
- Managed high call volumes with exceptional time management and multitasking skills.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Mastered various CRM software systems for effective tracking of client communications.
Customer Care Consultant
Digi Telecommunications
Shah Alam, Selangor, Malaysia
09.2018 - 01.2019
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
Guest Service Representative
AirAsia
Sepang, Selangor, Malaysia
09.2017 - 08.2018
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
Education
Bachelor of Arts - SALES AND MARKETING
WAWASAN OPEN UNIVERSITY
Kuala Lumpur, Malaysia 04.2001 -
Associate of Arts - APEL EXAM
WAWASAN OPEN UNIVERSITY
Kuala Lumpur, Malaysia 04.2001 -
Skills
Report writing
Emergency response coordination
Strategic planning
Investigation management
Reporting and documentation
Teamwork and collaboration
Time management
Multitasking Abilities
Time management abilities
Problem-solving abilities
Decision-making
Attention to detail
Timeline
SENIOR GLOBAL OPERATION OFFICER - GLOBAL PAYMENTS
Standard Chartered Global Business Services
08.2023 - Current
LIVE BANKING EXECUTIVE
Standard Chartered Global Business Services
11.2022 - 08.2023
PRIORITY CUSTOMER CARE SERVICE
Standard Chartered Global Business Services
02.2022 - 10.2022
CUSTOMER CARE EXECUTIVE
Maxis Telecommunication
03.2020 - 05.2021
CUSTOMER CARE OFFICER
Singtel
05.2019 - 03.2020
Customer Care Consultant
Digi Telecommunications
09.2018 - 01.2019
Guest Service Representative
AirAsia
09.2017 - 08.2018
Bachelor of Arts - SALES AND MARKETING
WAWASAN OPEN UNIVERSITY
04.2001 -
Associate of Arts - APEL EXAM
WAWASAN OPEN UNIVERSITY
04.2001 -