Salesforce
SARANYA RAJAN
Senior KYC & Account Management Analyst
Cyberjaya
Summary
Enthusiastic Senior Analyst - KYC & Account Management for APAC and EMEA regions with over 6 years of experiences in KYC, fraud investigations and risk assessments. Consistently ensure compliance with regulatory requirements and deliver exceptional experiences for the clients. Strive to provide innovative and effective solutions for challenging problems, and personally value collaboration, learning and excellence.
Overview
10
10
years of professional experience
14
14
years of post-secondary education
4
4
Languages
Work History
Senior Analyst - KYC & Account Management
RBC SHARED SERVICES MALAYSIA SDN BHD
Putrajaya, 16
03.2022 - Current
- Support timely creation and maintenance of client reference data across all relevant platforms whilst maintaining integrity of data at all times.
- Maintain strong understanding of KYC/AML process
- Ensure integrity of database by ensuring consistency and controls are maintained at all times.
- Continuous improvement, in conjunction with CMG teams, to processes, procedures resulting in increased efficiencies and service deliverables.
- Assist with integration into local operations model into global “sun model” support.
- Provide handover at end of day to facilitate "sun model".
- Develop and document operations controls and work processes.
- Identify root causes of CMG-KYC Operations problems and implement process improvement initiatives.
- Provide subject matter expertise within CMG-KYC Operations space to internal clients and development groups as well as Operations Engineering team.
- UAT testing, as appropriate for application enhancements, development and integration.
- Created data models to support decision-making processes.
- Utilized data visualization techniques to present and explain complex data sets.
- Developed and implemented data governance policies and procedures.
- Provided technical support for troubleshooting analytics and reporting issues.
- Elevated departmental performance through targeted training programs aimed at developing employee skills and expertise
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies
Lead Analyst - Global Fraud New Accounts
AMERICAN EXPRESS (M) SDN BHD
Kuala Lumpur, 14
09.2018 - 10.2021
- Assist to review and process Consumer and Small Business Credit Cards applications for Singapore market.
- Assist to lead and mentor newbies and other team members on KYC processes of small business credit card.
- Liaising with Business, Risk, Compliance and Credit Teams to review for any discrepancies on applications and escalate if it is required.
- Time-to-time need to assist with small projects such as Save-An App, Bad Call Reviews and many more.
- Creating reports on customer feedback or satisfaction to help improve customer service experiences over time.
- Conducting exit interviews with departing customers to learn why clients are leaving, with goal of improving retention rates.
- Developing and implementing process improvements to increase efficiency in customer service operations.
- Conducting Weekly Call Calibrations or Case Reviews with Upper Management.
- Helping customers by answering questions, resolving problems, and providing information about products and services.
- Developed strong relationships with clients, resulting in increased trust and repeat business engagements.
- Led cross-functional teams for successful completion of projects, ensuring timely delivery and client satisfaction.
- Mentored junior analysts, providing guidance on best practices and fostering supportive learning environment.
Assistant Manager
OCBC Bank
Kuala Lumpur, 14
06.2016 - 09.2018
- Provide bank customers with "one-stop" banking solutions.
- Promote and cross-sell investment, insurance, and lifestyle products, as well as refer potential loan customers to Personal Banker (PB) / Personal Financial Manager (PFM).
- Provide financial advice, as well as promote and cross-sell wide range of financial products.
- Manage and build long-term customer relationships in proactive manner.
- Perform account opening and sales support for PB / PFM.
- Manage and build long-term customer relationships while providing excellent after- sales services.
- Conduct customer need profiling and look for selling opportunities.
- Developed strong working relationships with staff, fostering positive work environment.
- Mentored team members to enhance professional development and accountability in workplace.
- Established team priorities, maintained schedules and monitored performance.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed strong communication and organizational skills through working on group projects.
- Worked effectively in fast-paced environments.
Operation Executive
TCC HOSPITALITY PTE LTD
Singapore, Singapore
01.2016 - 05.2016
- Developed strong relationships with vendors, improving collaboration and negotiation outcomes.
- Reduced operational risks while organizing data to forecast performance trends.
- Ensured smooth day-to-day operations by addressing any workflow disruptions promptly and effectively.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Develop strategic goals in collaboration with other executives.
- Oversee daily functions of business.
- Develop short and long-term operational goals.
- Create effective plans for achieving operational and strategic goals Delegate tasks to various teams and individuals.
- Assess performance of internal and external operations, including employees and procedures.
- Assisting in day-to-day operation of providing staffs to hotels for events.
- Advising on policy and strategic developments, as well as assessing impact of business decisions (pricing policy, level of service provision, timetable changes) on clients.
- Analyzed data and metrics to identify areas of improvement in operational performance
- Interacted well with customers to build connections and nurture relationships
Customer Service Officer
CITIGROUP TRANSACTION SERVICES (M) SDN BHD
Johor Bahru, 01
11.2013 - 09.2014
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues.
- Ensures customer inquiries are answered in efficient and timely manner, maintaining compliance with departmental standards.
- Conduct necessary analyses to address client needs.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviors, conduct and business practices, and escalating, managing and reporting control issues with transparency.
- Responded to customer calls and emails to answer questions about products and services
- Reduced response time by managing high call volumes while maintaining professional demeanor under pressure
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Education
Bachelor of Arts - Accounting And Finance
Nilai University
Nilai 09.2010 - 07.2024
Skills
Due diligence
undefinedAccomplishments
- Pioneer KYC Analyst of Project JANUS (Migration Project from Hong Kong to Malaysia)
- Full-trained on Client Data Management for RBC Capital Market
- Pioneer Lead Analyst of Small Businesses under American Express Malaysia
- Part of ROWAS Programme to Singapore for American Express Malaysia
- Winner of Project Elite for Revamping Form under GFNA American Express Malaysia
- Winner of Leadership Excellence Individual & Group Levels and Customer Service Awards
- DOER of Process Excellence (PE) Ideas submission - 13 Ideas & 8 Implemented successfully
- Mentored and Calibrated Teammates Calls
- Assist to review and process the Consumer and Small Business Credit Cards applications for the Singapore market
- Assist to lead and mentor the newbies and other team members on the KYC processes of small business credit card
- Liaising with the Business, Risk, Compliance and Credit Teams to review for any discrepancies on the applications and escalate if it is required
- Time-to-time need to assist with small projects such as Save-An App, Bad Call Reviews and many more
- Creating reports on customer feedback or satisfaction to help improve the customer service experiences over time
- Conducting exit interviews with departing customers to learn why they are leaving, with the goal of improving retention rates
- Developing and implementing process improvements to increase efficiency in customer service operations
- Conducting Weekly Call Calibrations or Case Reviews with the Upper Management
- Helping customers by answering questions, resolving problems, and providing information about products and services
- Provide bank customers with "one-stop" banking solutions
- Promote and cross-sell investment, insurance, and lifestyle products, as well as refer potential loan customers to the Personal Banker (PB) / Personal Financial Manager (PFM)
- Provide financial advice, as well as promote and cross-sell a wide range of financial products
- Manage and build long-term customer relationships in a proactive manner
- Perform account opening and sales support for the PB / PFM
- Manage and build long-term customer relationships while providing excellent after-sales services
- Conduct customer need profiling and look for selling opportunities
- Develop strategic goals in collaboration with other executives
- Oversee the daily functions of the business
- Develop short and long-term operational goals
- Create effective plans for achieving operational and strategic goals
- Delegate tasks to various teams and individuals.
- Assess the performance of internal and external operations, including employees and procedures
- Assisting in the day-to-day operation of providing staffs to hotels for events
- Advising on policy and strategic developments, as well as assessing the impact of business decisions (pricing policy, level of service provision, timetable changes) on clients
Software
Fenergo
Alert DTCC
Microsoft Excel
Broadridge
Timeline
Senior Analyst - KYC & Account Management
RBC SHARED SERVICES MALAYSIA SDN BHD
03.2022 - Current
Lead Analyst - Global Fraud New Accounts
AMERICAN EXPRESS (M) SDN BHD
09.2018 - 10.2021
Assistant Manager
OCBC Bank
06.2016 - 09.2018
Operation Executive
TCC HOSPITALITY PTE LTD
01.2016 - 05.2016
Customer Service Officer
CITIGROUP TRANSACTION SERVICES (M) SDN BHD
11.2013 - 09.2014
Bachelor of Arts - Accounting And Finance
Nilai University
09.2010 - 07.2024
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