Description

Profile Summary

Achievement-oriented professional with nearly 16 years of experience in

Operations Management, Managing entire range of banking operations /

Trade and CRM

A strategic planner with proficiency in streamlining business processes,

defining continuous improvement processes, accelerating employees’

strengths and building powerful teams that can conquer any obstacles

Expertise in setting out quality standards for various operational areas;

implementing quality systems & procedures to facilitate a high-quality

customer experience, while adhering to the SLA.

An out-of-the-box thinker with a flair for identifying & adopting emerging

trends & addressing industry requirements to achieve organizational

objectives and profitability norms

Exceptional communication, presentations & mentoring skills with notable

capabilities in leading teams for developing business continuity plans,

procedures and service standards for business excellence

Strong credentials in building and retaining wide base of clientele with

effective customer services

Soft Skills

Area of Excellence

Team Building &

Leadership

Operations & Customer

Relationship

Management

Audit Management

Business Continuity

Planning

MIS Reporting

Management Reporting

& Documentation

Training & Development

Liaison & Coordination

Education

Bachelors of Arts (Defense &

Strategic Studies) from Guru

Nanak College, Chennai, Madras

University in April 1998

Career Timeline

Suraj S Nair

Banking Operations/ Customer Relationship Management &

Customer Service/ Trade Operations

Proficient in running successful method-oriented operations and taking

initiatives for business excellence through process improvement;

targeting assignments in Banking preferably Overseas

Communicator

Innovator Thinker

Collaborator Intuitive

Team Player Change Agent

Jan’01-Apr’04

Medical Research

Foundation,

Chennai as

Customer Service

Manager

HCL Technologies,

Chennai as

Technical Support/

Customer Services

May’04-Jul’05

ICICI Bank Ltd., as

Regional Quality

Manager Kochi,

Kerala

Aug’07-Aug’08

TATA Consultancy

Services as AM

deputed to

Commercial Bank

QSC Qatar

Mar’11- till date

Jul’05-Aug’07

ABN AMRO Bank,

Chennai as

Executive – Trade

Operations

Sep’08 – Feb’11

Royal Bank of

Scotland as Team

Lead - Operations

Notable

Accomplishments Across

the Career

Acknowledged with:

o Excellence Award 2015 – Commercial Bank of Qatar, Qatar

o Performer of the Year 2014 – Commercial Bank of Qatar, Qatar

o Performer of the Year 2013 – Commercial Bank of Qatar, Qatar

o Super Star of Year 2012 – Commercial Bank of Qatar, Qatar

o Winner of ACE Bravo Award - ABN Amro Bank – Feb 2009

o Endeavor Certificate of Excellence – ABN AMRO Bank N.V

o Wall of Fame for the month of May’06 ABN AMRO Bank

o Best Performer for the month of May’06 ABN AMRO Bank

o Outstanding Performance Oct’04, HCL Technologies

Played a key role in managing audits and achieved 5 star rating for

the branch

Implemented process enhancement initiatives through measures such

as Automation of daily reports that resulted in saving GBP 15,000 per

annum for Royal Bank Of Scotland

Work Experience

Mar’11 – till date

TATA Consultancy Services as Assistant Manager - Operations,

Qatar for Commercial Bank of Qatar (third party client) at Customer

Service Dept./ Trade Operations

Growth Path:

Mar’11- till date as Assistant Manager – Operations

Key Result Areas:

Managing service operations and day-to-day process of whole Trade team in

coordination with client for rendering and achieving quality services;

providing first line customer support by answering queries & resolving their

issues, ensuring minimum TAT

Administering BCP and managing appraisals; monitoring the overall

functioning of processes, identifying improvement areas and implementing

adequate measures to maximize customer satisfaction level

Implementing best banking practices in conformance to global standards

Creating and publishing teams productivity charter

Mapping business requirements and coordinating in developing and

implementing processes in line with the pre-set guidelines

Building and nurturing relations with clients to ensure their retention

and continued patronage

Managing customer service unit; checking for the customer’s trade

transactions for all products entailing:

o Guarantees, LCs, Import & Export Collections,

o Telex Transfer Refinances & Compliance Checking

Checking customers credit facility limits

Liaising with Relationship Managers, AGMs, EGMs, Credit Risk, Credit

Admin for necessary approvals for transactions and customers limit

Reviewing credit review facilities, assisting customers on trade

transactions and ensuring speedy process; liaising with RMs to develop

business; liaising with offshore processing team

Preparing MIS reports and sharing with client and senior management

Creating and fostering a healthy environment which facilitates high

performance of team members and accomplishments of organizational goals

Sep’08 – Feb’11 ABN AMRO Bank as Team Lead - Operations (Presently known as

Royal Bank of Scotland, Business Services)

Role:

Headed Doc-Prep team across ASPAC (Asia Pacific ) Domain

Facilitated high profile clients like Motorola, Philips, Dupont, Invista, Grundfos

for their document

Validated documents in line with the customer instructions, URC, LC, UCP

and ISBP guidelines

Successfully implemented important Docprep deals in coordination with the

sales and operations in send locations

UAT Testing of Trade Products and successful implementation in production

Expertise in SWIFT platform

Imparted assistance to the team in checking the letter of credit against

EU, OFAC regulations and bank’s internal guidelines like CAAML test

Played a key role as a member in lean management team which aided

in improving team efficiency; regulated Wonder-Wall testing

Implemented bank’s plans and policies in all operational areas in

conformance to regulatory norms

Conducted web based trainings and seminars to key clients, on their

documents and assisting sales team in conducting these seminars.

Leveraged skills in Finacle Banking Software and managed Finacle

customer relationship management software

Aug’07-Aug’08

Previous Experience

ICICI Bank Ltd., Kochi, Kerala

Growth Path:

Aug’07 - Mar’08 Branch Operations Manager, Alleppey

Mar’08 - Aug’08 Regional Quality Manager

As Regional Quality Manager

Delivered 100% quality proven services to customers – reported to

Regional Head

Coordinated 46 ICICI Bank Branches across Kerala - assisted the

Branch Managers and Branch Operations Managers in rendering quality

services to the customers

Expertise in customer serviceable areas: FCRM/ customer first

Reviewed and checked CRs, SRs beyond TAT, First call resolution,

Senior management escalations & FOCUS Methodology for eliminating

defects as per six sigma process

As Branch Operations Manager, Alleppey

Led a team of 14 members including Asst. Managers, Sr. officers,

officers and Sales Executives for managing both branch operational

activities as well as sales activities

Jul’05 - Aug’07

ABN AMRO Bank, Chennai as Executive – Trade Operations

May’04 - Jul’05

HCL Technologies, Chennai as Technical Support/ Customer Services

Jan’01 - Apr’04 Medical Research Foundation, Chennai as Customer Service Manager

IT Skills

Familiar with MS Office (Excel, Word, PowerPoint)

Possess knowledge of MS Project, MS Visio, Adobe

Academic Achievements

Madras University 1st Rank – Defence & Strategic studies

Contributed in NCC – B Certificate

Projects

Title: NTP Project

Description: Migration and Segregation of transactions between ABN Amro bank N.V and

Royal Bank of Scotland N.V post their legal separation

Title: Sphagetti Project

Description: Ensured smooth management of transactions after the sale of certain RBS N.V Asia

branches to ANZ

Personal Details

Date of Birth: 21st January 1978

Languages Known: English, Hindi , Malayalam, Tamil

Nationality: Indian

Marital Status: Married

No. of Dependents: 2

Passport No.: HShow number4259777

Visa Status: Residency Permit, State Of Qatar

Driving License: Show number2783562815 Valid up to 27-03-2021

Information