Heera Athikayala Venkatesh
Scarborough,ON
Summary
Detail-oriented Senior Processor experienced in managing high-volume processing tasks while ensuring compliance with industry regulations and company policies. Enhanced operational workflows and implemented training programs that significantly increased productivity through strong problem-solving skills and efficient data management. Focused on achieving organizational success by leveraging strengths and expanding skill sets in challenging environments.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Senior Processor, Operations Management
CIBC
05.2021 - Current
- Resolved issues using independent judgement and analytical thinking, conducting in-depth research across multiple systems to determine problem nature, verify work, and provide guidance.
- Handling complex, ambiguous, high risk transactional investigations for Banking Centres.
- Point of contact to assist and consult with the Banking Centre teams, providing support to ensure resolution of problems or discrepancies concerning customers' accounts.
- Streamlined processes and procedures, leading to improved customer satisfaction.
- Processing complex multi-product financial/non-financial transactions within retail account services.
- Oversee and coordinate administrative requests while applying appropriate roles and regulations to ensure transactions are processed with consistency and accuracy.
- Prioritized and organized workload based on risk and severity, ensuring deadlines were met according to policies and service level agreements.
Analyst, Quality Assurance (Secondment)
CIBC
Toronto, Ontario
01.2025 - 10.2025
- Conducted spot-checks and independent testing of completed work to ensure compliance with policies, procedures, and processes.
- Documented findings on compliant and noncompliant issues to inform department results and support business reporting requirements.
- Detect and escalate to management any non-compliance issues, procedures or controls and record corrective actions and expected target dates for completion/resolution; review and update as required.
- Functioned as subject matter expert to provide guidance to staff and management on testing requirements to complete process.
- Acted as a key liaison with the governance team, conducting quarterly internal and external communications to support compliance testing and meet audit requirements.
- Facilitated MSP compliance review to identify improvement areas and enhance compliance processes.
- Prepared weekly financial forecasts (and occasionally longer-term projections) to estimate test case volumes and required completion time. Compared actual performance against forecasts using daily reports to track progress and identify variances.
- Coordinate and facilitate the completion of reports, set schedules for reporting, and monitor and escalate accordingly to meet established deadlines.
Priority Service Manager
Standard Chartered Bank
12.2016 - 11.2018
- Handling of Priority banking customers at the branch level which includes handling of their account portfolios and wealth portfolios.
- Handled trade and forex transactions for branch, coordinating with treasury to optimize foreign revenue profitability.
- Processed KYC documents and conducted detailed customer due diligence.
- Prepared monthly SAR (Suspicious Activity Reporting) reports to analyze branch accounts based on transaction patterns and comply with Anti Money Laundering Guidelines.
- Expertise in Account opening process post verification of customer documents.
- Greeted and assisted customers with daily banking transactions, delivering exceptional service and resolving account and service concerns.
Officer, Customer Service
Royal Bank Of Scotland, RBS
07.2015 - 12.2016
- Handled retail customers at the branch level, managing their account and wealth portfolios.
- Completed account opening, including document verification and processing.
- Handled compliance responsibilities related to risk assessment of client accounts, including transaction investigations and collaboration with the internal compliance team.
- Analyzed transaction patterns of branch accounts to ensure adherence to Anti Money Laundering guidelines.
- Handled KYC documents and conducted detailed customer due diligence (CDD).
- Handled clearing activities for the branch, including technical verification and coordination with the clearing team for client funding.
Education
Post-Degree Certificate - Financial Planning
Centennial College
Toronto, ONPost-Degree Certificate - Human Resources Management
Confederation College
Thunder Bay, ONBachelor of Arts - Banking And Finance
Ethiraj College For Women
Chennai, IndiaSkills
- Regulatory compliance
- Quality standards
- Process improvement
- Transaction Processing
- Analytical and Critical Thinking
- Problem-Solving
- Decision-Making
- Client Relationship Management
- Compliance assessment
- Effective Communication
- Team collaboration
- Detail orientation
- MS Office
- Self-Motivated
- Detail orientation
Certification
Anti-Money Laundering & Terrorist Financing for Banking Professionals (CSI)
Timeline
Analyst, Quality Assurance (Secondment)
CIBC
01.2025 - 10.2025
Senior Processor, Operations Management
CIBC
05.2021 - Current
Priority Service Manager
Standard Chartered Bank
12.2016 - 11.2018
Officer, Customer Service
Royal Bank Of Scotland, RBS
07.2015 - 12.2016
Post-Degree Certificate - Financial Planning
Centennial College
Post-Degree Certificate - Human Resources Management
Confederation College
Bachelor of Arts - Banking And Finance
Ethiraj College For Women