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
KUALA LUMPUR, Kuala Lumpur
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
KUALA LUMPUR, Kuala Lumpur
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
KUALA LUMPUR, Kuala Lumpur
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
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
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
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
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 -
Similar Profiles
Anirudha KuppalliAnirudha Kuppalli
Manager of Wealth Management Operations at Standard Chartered Global Business Services, Global Business ServicesManager of Wealth Management Operations at Standard Chartered Global Business Services, Global Business Services
SIDDHANT MUDALIARSIDDHANT MUDALIAR
Business Analyst at Standard Chartered Global Business ServicesBusiness Analyst at Standard Chartered Global Business Services
Khairil Irfan ShahromKhairil Irfan Shahrom
Support Manager at Standard Chartered Global Business ServicesSupport Manager at Standard Chartered Global Business Services