Experience:
Jan 2022 till Sept 2023 | Standard Chartered Bank, Bahrain | Manager, Affluent Segment
Responsible for developing market leading value proposition, branding and communication for Affluent Banking segment. In-country deployment of global Affluent Banking value proposition and its enablers ensuring CVP is operationalized. Initiate and collaborate with channels, product and function teams centrally to develop and improve our product, proposition and service offerings to meet the needs of Affluent Banking client relationships.
Assist in setting and executing the overall Affluent Banking segment strategy. Position our Affluent brand and services in a compelling manner to our clients, staff, and other stakeholders. Activating sources of leads to achieve business targets for Affluent client growth (MGM, digital, marketing campaigns, ecosystem, EB, alliances. Define and manage client retention strategies including reactive retention and proactive retention programs
Collaborate with the product value streams to develop product bundles, pricing and promotions to improve cross product holding ratio and portfolio growth.
Manage in country Use portfolio insights and analytics to enhance client engagement effectiveness and efficiency. Manage in country processes and programs for up-sell, cross-segment client migration, ensuring client experience is maximized
Leverage on client research and competitor benchmarking on client service and client loyalty/ advocacy metrics including NPS scores and drives initiatives to improve them. Ensure frontline is supported with adequate marketing tools, pitch-books. Manage cross-border referrals program and processes
Run campaigns, improve analytics, and develop tools that support our Sales and relationship Management activities. Collaborate with various credit, product, operations and functional teams to improve client service through better turnaround times, service level agreements and process improvements. Ensure client value propositions are implemented in compliance with external and internal regulations & policies Le operation, credit, reputational, people risk etc.
Discuss and plan new hiring for the business team with the Human Resources team.
August 2020 till Dec 2022| Standard Chartered Bank, Bahrain | Manager, Priority Banking / Wealth Management
Ensuring Wealth lending breaches are managed without any impact to the client.
Managing between RM and Credit team to ensure client’s Portfolios are not liquidated due to Market volatility.
Responsible for managing Process Governance for Wealth – Priority business and highlight/fix any gaps in the policy & processes
Liaise with the Client Experience team in managing client complaints.
Part of the core team that was involved in the clean up project that was carried out basis the directive from CBB. Other stake holders involved were Business, Compliance, Credit, country ops.
Awarded 2021 & 2022 Star award – Priority Banking
Feb 2020 till July 2020| Standard Chartered Bank, Bahrain | Manager, Risk & Control
Assist the Head, Risk & Control in identification of emerging and existing risks through a country or regional lens or activities that require a Client-Journey agnostic or consolidated approach.
Responsible for Country Offshoring Strategy. Responsible for monitoring control effectiveness as it relates to local regulatory reporting. Responsible for country conduct plan
Responsible for understanding the Group's business strategy and its implications for the risk management role. Responsible for maintaining an awareness of the wider business, economic and market environment in which the Bank operates. Continuously evaluate and identify OR implications of business strategies and provide guidance on any OR remediation with support from Head, Risk & Controls and respective risk owners. Perform country risk profile assessment: Review & assess risk metrics (losses, near miss incidents, control effectiveness data); identify patterns & trends from a country/regional perspective; Ensure critical local incidents are logged by the Journey Owner, identify emerging risks, be responsible for country conduct plan.
Participation in Country/regional Governance committees: Represent first line in local governance committees (Country risk committee/ Country non financial risk committee / Service level review meetings for outsourced activities). Coordinate country offshoring strategy: Along with the Head, Risk & Control, coordinate all offshoring activity for the country. Ensure fulfilment of operations-related regulatory requirements: Support R&C Head in first
line risk management and preparation for any regulatory visits, regulatory reviews or audit as they relate to operations owned processes. Given the pan-business nature of much local regulatory reporting, monitoring and escalate any concerns relating to control effectiveness for all final operational owned submissions to R&C Head, Compliance & COO for onward submission to local regulators and government bodies.
Risk culture Champion and act as a role model of the Group’s value and culture. Lead through example and build the appropriate culture and values. Set appropriate tone and work in collaboration with Group and client journey management and other stake holders. Support R&C Head in running the ICS agenda at country level that includes KCD exception management, Information Asset Management, ICE CEO objectives, reporting cyber incident internally and to regulators, clear desk spot checks, coordinating for monthly meeting ICS WG meeting and raising & tracking other ICS risks.
Jan 2016 till Feb 2020| Standard Chartered Bank, Bahrain | Business Operational Risk Manager
Have a clear understanding of Business / Function Strategy, Agenda and Metrics. Proactive identification of Operational risks for a Business / Function.
Responsible for being key escalation contact for the business for all front office operational risk related incidents and queries that arise, and being a business subject matter expert on Branch Banking processes in this market. Establish an Operational Risk Agenda for Business / Function (effective linkage with Business agenda).Review of material risks, losses and audit findings across markets to assess impact on business / function. Responsible for coordinating internal and external audit reviews relating to the area of business – liaising with stakeholders to ensure timely / accurate information is provided. Responsible for ensuring quality of information recorded in the risk tracking system, as well as ensuring accuracy, completeness of data, driving the timely resolution of outstanding actions
Contribute to improving the Regional Op risk agenda. Demonstrate progress on the agenda as per agreed timelines. Responsible for coordinating with stakeholders in the country and with other Branch Banking operational risk managers to increase sharing of key learning and best practices
Quality and timeliness of submissions RCBORC – evidenced by rework on submissions. Proactive engagement of Op risk staff in other businesses / functions to ensure effective risk mitigation. Timely implementation of agreed actions to mitigate risks as evidenced by number of revisions in target dates.
Clear articulation of control requirements in process documents. Approach for monitoring performance against established controls. Identify non-standard processes within the business, and ensure appropriate control mechanisms are implemented and monitored for effectiveness.
Responsible for the implementation of the Control Sample Testing (CST) process, sampling and testing the population of controls to ensure compliance with agreed control standards, including facilitating the monitoring / collection of any Key Control Indicators (KCIs)
Feedback from Business Heads, One-downs and SOROs on quality of ORC meeting. Document actions agreed at ORCs and follow-through the same for completion.
Constant state of readiness for audit and assurance reviews – evidenced by updated audit readiness checklist and periodic assessment against the same. # of audit findings (in other countries) socialized within business / function
Quality of update in dashboard to track breaches, escalation and traction in disciplinary actions. Feedback from Business Heads in objectivity of implementing Fair accountability policy.
Proactive approach to identifying training needs of staff in business / function. Engagement with OL / Regional CB OR / Group to ensure staff have adequate training – evidenced by % of staff trained.
Compliance with regulatory requirements. Partner Training unit and HR to ensure all sales staff in team are trained on CDD, AML, Mis-selling and other customer data protection principles. Ensure performance management process is followed. Ensure complete adherence to Principles & Policy of Treating Customers Fairly. Ensure adherence to all the customer outcomes required by Financial Services Authority.
Responsible for being key escalation contact for the business for all front office operational risk related incidents and queries that arise, and being a business subject matter expert on Branch Banking processes in this market.
Working with the Senior Operational Risk Officer (SORO), responsible for ensuring Root Cause Analysis (RCA) is completed by process owners for any failed audits and other key risk events. Review audit findings and key themes, assisting business to achieve resolution in line with business risk appetite
Dec 2013 till Jan 2016 | Standard Chartered Bank, Bahrain | Manager Quality Assurance
Effectively manage a unit that will focus on front end controls to ensure quality of applications is as per banks policy. To ensure achievement of approval rates and error rates are within agreed benchmarks. Ensure the required MIS is circulated across all team managers. Liaise with GSSC, country ops in processing of applications across all products and ensure TAT is adhered to. To ensure that error rates on applications sourced is within agreed benchmarks. Interact with Credit & Ops for any processing related issues.
Ensure that process on pended applications is implemented
Analyzing the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department Checking of files with TL/ DSR prior to log in
Error Tracking and Analysis to be done and ensure reduction in number of Errors.
Escalating any issues pertaining to application quality. Implement controls within the Business Unit to meet regulatory and internal requirements. In addition, drive and implement an effective risk management framework, and promote a strong Risk Management and a compliance culture
Ensure adherence to the risk management framework.
Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC
Jan 2011 till Dec 2013 | Standard Chartered Bank, Bahrain | Product/Project Manager Credit Cards (Northern Gulf, Levant & Oman)
Execute the Credit Card agenda across the region to deliver Superior Financial performance. Ensure that the Credit Card strategy an d initiatives are in line with the overall Lean Premium strategy for NGLO.
Provide Head of Products with MIS on card usage, repayment, attrition, delinquencies, etc. and suggested modifications to policies, products, features and benefits.
Qualitative and Quantitative analysis of portfolio and sales performance, to identify specific issues/ gaps, fix unprofitable products and develop strategies to capitalize on opportunities.
Interface with sales channels (DS, branches, Tele-Sales) to develop/ improve channels of sourcing and servicing customers.
Work closing with the Service Quality team in order to ensure smooth resolution of customer issues.
Work closing with the marketing team with regards to product marketing and special promos
Communication with stake holders on the different aspects of the Product Policy.
Review of policy changes based on business feedback. Identifying problems with existing policy and propose solutions.Continuously improve and refine processes both to avoid control lapses and also to enhance customer experience. Enhance the Credit Card product and product related processes to improve customer experience.
Work closely with the Process Development Unit in preparing process notes for all credit card related activities.
Work on initiatives / projects as directed by the Lending VSGM. Review of impact of Policy Changes and recommend revisions based on outcome and performance. Work on system testing for new credit card projects across the NGLO. Monitor the TAT for all the cases processed and ensure they have been processed with the agreed TAT. Check on case to case basis if there has been any delay and the reason for delay. Ensure that the error rates are minimal.
Work closely with the front line and call centre team and train them on process, features, benefits etc. Managing all customer related issues arising from these areas.
To perform sample checks in order to ensure that daily and weekly exception reports are reviewed on a timely manner. Liaise with the vendors (coordination/ exceptional lounge-car pick up drop service/customer issue)
Work closely with the country operation team to ensure smooth processing of credit card cases and on the delivery of credit cards. Work closing with the marketing team with regards to product marketing and special promos.
Projects:
Handled and co-ordinated the Emirates co-branded MasterCard credit card conversion to Visa in Qatar.
Handled and co-ordinated the MasterCard conversion to Visa in Bahrain
Coordinate the launch of Visa Platinum credit card in Bahrain.
Coordinate the launch of Visa Infinite credit card in Oman.
Coordinate the launch of Gulf Air cobranded Visa credit card in Bahrain.
May 2009 – Jan 2011 | Standard Chartered Bank, Bahrain | Customer Service & Fulfilment Officer, Consumer Transaction Banking
Together with the Account Services team and Country Operations improve the image of Service Delivery effectively with regards to Payroll Accounts & other cross sell products like Credit Cards & Consumer Loans etc, efficiently, to make SCB in the Kingdom of Bahrain, the bank of choice for our customers.
Assist in coordinating, facilitating and promoting understanding of operational risk and in implementation and management of OR within the unit. Analysing identified trends in the key risk indicators reported to Risk Management. Performing root cause analyses on identified risk events to recommend improvements to prevent these risk events from re-occurring in future
Develop and implement customer service policies and procedures. Identify and implement strategies to improve quality of service, productivity and profitability. Co-ordinate and manage customer service projects and initiatives. review customer complaints and track customer complaint resolution
ensure the necessary resources and tools are available for quality customer service delivery
Achieve high standards of timely and error free processing of all liability accounts and Fixed Loans and account investigations including court order and legal procedures. Monitor productivity levels of all processors in the unit and ensure work is evenly distributed.
Educating the team members on the policy requirements. Ensure and check the group policies and standards are being implemented at the ground level. Training of the ORs on mis-selling, AML, and other customer protection principles. Quick resolution of all customer queries and complaints
To supervise all operational functions of Payroll/liability account opening and maintenance. Ensure correctness and adequacy of all Payroll/liability account documentation. Co-ordinate with branches and other department for smooth workflow. Train & encourage team members to actively participate in training the new staff members joining the department. To provide high quality service to Corporate, Priority and personal banking customers.
June 2004 – April 2009 | Jawad Business Group [Fashion Division] | Retail Merchandiser for Camaieu (Ladies Classic)
A Retail Management professional with 5 years rich experience in Retail Operations, Sales, Business Development, Inventory Management, Client Servicing and Product Promotions. Assisting the Brand Managers to run the business, spread across five GCC countries. A proactive planner with abilities in devising effective strategies for increasing
business, ensuring effective visual merchandising and promoting products for business excellence. Detail oriented with a keen eye for aesthetics and effective store management. To oversee the accurate maintenance and updating of price files and to have a full understanding of all Merchandising and Allocations software and systems in order to maximize its use. Ensure all merchandising system initiatives are shared and implemented across all brands to ensure consistency of approach. Advise IT team in programming brand specific automated reports. Prepare and produce the Monthly Stocks, Sales and Intakes report. Evaluate stock holding by seasonal breakdown, and plan action to achieve higher targeted sell thru. Ensure the accurate and timely provision of cash flow summaries to Finance. Ensure sales, promotions and special offer information is prepared and distributed to all operation teams in GCC countries to process ministry approvals. Ensure the markdown lists are sent to all regions for translation and approval in advance of any in store event.
Retail Operations: Implementing merchandising activities like showroom display, stock arrangement in an attractive manner, overall ambience to create effective visual impact for higher conversion. Administering the Showroom / Store involving man & material, facilities management, space management, preparation of sales statements etc. Organising Product Promotions to enhance product visibility and build business. Ensuring maintenance of store layout as per international standards.
Inventory Management: Managing Inventory operations geared towards ensuring optimum inventory levels and on time replenishments to ensure ready availability of goods at all times. Governing the planning for storage of goods; implementing best inventory procedures to enhance storage conditions, reduce expenses and wastage. Arranging Logistics to ensure smooth flow of goods to all stores. Suggesting Inter branch transfer of stock between stores, based on analysis of weekly sales reports.
Team Management: Training and educating Sales Staff about the product and brand at Retail Points. Interacting with the HR Team for manpower planning and recruitment of Teams at Showrooms. Efficient management and daily maintenance of the head calendar - agendas, schedules, meetings, appointments. Arranging seminars, committees and Training sessions. Mentoring Teams and motivating them to optimise their contribution levels.
HR Specialist with Jawad Business Group (2003 to 2004)
Administer compensation, benefits and performance management systems, and safety and recreation programs. Adapt existing HR policies, processes and best practices to local requirements.
Identify staff vacancies and recruit, interview and select applicant. Manages all processes related to bringing in international staff effectively Organizes an effective management of compensation, benefits, payroll and other HR related matters strategies and policies are appropriately implemented
Ensure an effective HR assistance to the local business to support business needs and ensure that regional strategies and policies are appropriately implemented.
Provide current and prospective employees with information about policies, job duties, working conditions, wages, and opportunities for promotion and employee benefits. Address staff grievances and disciplinary issues and provide appropriate guidance to the Department Heads and Line Managers.
Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.
Advise managers on organizational policy matters such as equal employment opportunity and recommend needed changes.
Skills:
Business Strategy, Risk Management & Governance Specialist, Operations Manager, Client Experience, Human Resources & Retail Banking
Additionally:
Respected Sir / Madam,
Kindly accept this application from a highly enthusiastic, motivated and knowledgeable professional who wishes to apply for a job in your esteemed organisation. I bring real life experience leading
multi-disciplinary teams while delivering actionable solutions in the form of segmentation, business reports & analysis, campaign effectiveness, client experience and insights.
I have over 20 years of working experience which includes 15 years in the Banking sector and 5 years in the retail sector. I am keen to join your company as you offer applicants an array of impeccable career and growth opportunities. I possess excellent management skills including negotiating, client relationship, resolving issues and critical thinking.
I would be grateful for the opportunity to showcase my abilities further at a personal interview. I am herewith attaching my resume for your kind perusal.
Sincerely,
Sudeesh Sudhakaran
