Deilon Dsilva
Mumbai,India
Summary
Operations professional with a proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration and adaptability, ensuring reliable support and seamless coordination. Skilled in project management, strategic planning, and resource allocation. Known for achieving results and fostering a productive work environment.
Overview
9
9
years of professional experience
Work History
Operations Officer
VFS GLOBAL SERVICES
03.2024 - Current
- Working towards adherence to all SOPs or processes, required to be complied with, from an SLA, Organizational, and ISO perspective
- Ability to innovate and enhance procedures and methods to increase productivity and cost-effectiveness
- Maintain and improve the level of customer and mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost-effectiveness
- Document scrutiny and collection as per the regulations of the business unit
- Implemented processes that simplified procedures and reduced average processing time.
- Processing daily activities related to UK and Schengen Visa application.
- Having a good knowledge of systems - BOLT, SECURE IDENTITY, VIRE, D.M.S, DIGISCAN
Customer Experience Associate
SCOTIA BANK
11.2023 - 03.2024
- Taking a proactive approach to discovering our customers' needs and listening to understand their requests
- Processing day-to-day transactions such as account-to-account transfers, wire payment mortgage payments, bill payments, investments, GIC, credit card payments, and over-the-counter cash and cheque payments.
- Contributing to the Branch's targets by identifying and fulfilling sales opportunities
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to manage their banking needs better
- Trained new personnel regarding company operations, policies and services.
- Having a good knowledge of systems - FFT, INTRALINK, WIREPAYMENT, E.C.M.S & C.I.R.C
Senior Quality Assurance Officer
CIBC BANK
10.2023 - 11.2023
- Identify and solve issues or differences in the work area using your own judgment and following established procedures.
- Act responsibly for any problems that arise and collaborate with others when needed to find better solutions.
- Monitoring the workflow to prioritize tasks that are causing delays.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Monitored staff organization and suggested improvements to daily functionality.
- Having a good knowledge of systems - COINS, ECIF, G.O.W, POSTAGE, P.E.S.A and A.D.O
Fraud Claims Analyst
CIBC BANK
06.2023 - 09.2023
- Investigate and analyze suspected fraud cases reported by customers and internal departments.
- Conduct in-depth research to gather evidence, transaction details, and account histories to determine the validity of the claims.
- Collaborate with other internal teams such as Fraud Detection, Risk Management, Responsive Customer Service, and Law Enforcement, if necessary, to resolve cases efficiently.
- Balancing canceled cards and posting necessary entries as per the investigation done on fraud cases.
- Participated in ongoing training programs to stay current on industry developments and maintain a strong understanding of relevant laws and regulations affecting the claims process.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Having a good knowledge of systems - TSYS, ECIF, COINS, and CRS.
Manager
CREDABLE
05.2022 - 11.2022
- Maximized performance by monitoring daily activities and mentoring team members.
- Ensuring the team does due diligence to avoid fraud before transaction processing.
- Evaluated employees' strengths and assigned tasks based on experience and training.
- Ensuring UAT (testing), development, and implementation of new programs are done more smoothly.
- Organized training for new team members and routine retraining for established employees.
- Recommend process improvements to enhance efficiency and effectiveness in the quality of service.
- Knowledge of FinTech, emerging technologies in Banking/FI or relevant industries.
- Experience with Excel (VLOOKUP, Pivot Tables, SUMIF, etc.)
- Having a good knowledge of systems - FUNDX, DIGIO, DIGITAB, JIRA, RAYZOR PAY, DDRX, DFX
Deputy Manager
ADITYA BIRLA CAPITAL
04.2020 - 11.2021
- Evaluating financial eligibility, and creditworthiness by processing loan applications and documentation within specified limits
- Managing associates staff and ensuring the transactions are processed smoothly and attention to detail is carried out.
- Trained and guided associates staff to maintain high productivity, performance metrics, and customer service standards.
- Ensure minimal unnecessary escalations are made and adherence to internal quality assurance.
- Handling the queries raised by internal and external auditors regarding transaction processing.
- Supported senior managers with day-to-day operational requirements.
- Having a good knowledge of systems - FINONE, A3S, RSYSTEM, DIGITAB, DIGIO, RAZORPAY.
Client Services Analyst
DEUTSCHE BANK
08.2015 - 04.2020
- Managing flawless transaction (Swift, Transfers, Investments) processing with the team within specified TAT.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Mitigate Operational/Transactional Risk through proactive measures, reporting any suspicious transactions to a designated team within the organization.
- Managing the sales team of 7 associates to help with the clients' account opening forms and investments.
- Achieving business objectives by providing effective operational support and management of sales compliance and regulatory requirements.
- Creating, maintaining, and entering client information into databases.
- Protecting the Bank's assets and complying with all regulatory, legal, and ethical requirements.
- Giving accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
- Meeting high-quality service standards to maximize relationship retention and growth.
- Having a good knowledge of systems - FINACLE, IDMS, I-BRANCH, SIGNET, DEMAT
Education
International Business Program -
Niagara College
01.2023
Master of Commerce -
University of Mumbai
01.2018
Bachelor of Commerce -
University of Mumbai
01.2015
Skills
- Employee performance
- Resource Management
- Organizational Efficiency
- Team Leadership
- Operational Excellence
- Customer Service
- Multitasking
- Time Management
- Teamwork
- Flexibility
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Marathi
Native or Bilingual
Timeline
Operations Officer
VFS GLOBAL SERVICES
03.2024 - Current
Customer Experience Associate
SCOTIA BANK
11.2023 - 03.2024
Senior Quality Assurance Officer
CIBC BANK
10.2023 - 11.2023
Fraud Claims Analyst
CIBC BANK
06.2023 - 09.2023
Manager
CREDABLE
05.2022 - 11.2022
Deputy Manager
ADITYA BIRLA CAPITAL
04.2020 - 11.2021
Client Services Analyst
DEUTSCHE BANK
08.2015 - 04.2020
Master of Commerce -
University of Mumbai
Bachelor of Commerce -
University of Mumbai
International Business Program -
Niagara College
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