Nethursan Nallathamby
Oshawa,Canada
Summary
Strategic and results-driven Scotiabank professional with over 8 years of tenure, currently serving as a Senior Consultant and primary escalation point for Specialized Investments. Expert in resolving high-profile, complex service issues and negotiating compromises that balance client retention with the Bank’s risk appetite and Global Sales Principles. Proven ability to drive Centre efficiency by independently devising tactical responses to performance trends and proactively identifying opportunities for cost savings and capacity gains. A dedicated champion of Scotiabank’s risk culture, I am now seeking to leverage my extensive experience in CCA development and cross-functional liaison to take formal accountability for team-wide scorecards and overall operational excellence
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Care Consultant
Scotiabank
02.2019 - Current
- Complex Escalation Management: Act as the second-level escalation point, resolving high-profile and sensitive service issues by negotiating compromises that balance client retention with the Bank’s risk appetite.
- Operational Efficiency & Tactical Response: Independently devise and implement tactical responses to performance trends, identifying process changes that result in departmental capacity gains and cost savings.
- Strategic Liaison: Serve as a key liaison between branches, third-party service providers, and corporate functions to ensure customer needs are fully satisfied in a timely fashion.
- Regulatory Governance: Ensure strict adherence to the Scotia Securities Inc. (SSI) Compliance Policies Manual, CIRO regulations, and KYC/AML standards to minimize operational and conduct risk.
- Performance Engineering: Actively review CMS and Verint data to improve call efficiency and ensure team productivity goals are consistently attained or exceeded.
- Change Leadership: Demonstrate leadership by participating in and supporting change initiatives for the team, setting high standards for service excellence and professionalism.
Project Analyst
Scotiabank
08.2024 - 09.2025
- Implemented process improvements that reduced processing times, cut costs, and improved efficiency.
- Led cross-functional teams on regulatory and strategic projects, delivering on time and within budget.
- Analyzed financial data to identify revenue opportunities and drive growth.
- Managed client remediation projects to improve satisfaction through proactive communication.
- Used data analytics to support performance tracking and informed decision-making.
- Collaborated with internal and external stakeholders to align project goals with business outcomes.
Skills
- Regulatory Adherence (CIRO/KYC/AML)
- Sensitive Escalation Negotiation
- Tactical Performance Response
- Global Sales Principles
- Operational Capacity Gains
- Liaison & Stakeholder Management
- Digital Tool Integration (Verint/Genesys)
- Risk Appetite Alignment
- Advisor Development & Coaching
Accomplishments
• Investment Call Decision Architecture: Spearheaded the development and implementation of a standardized investment call decision form, optimizing the routing of inquiries across departments to significantly reduce accidental transfers and enhance call deflection rates.
• CEC Investment Communication Strategy: Established a centralized communication channel to provide real-time updates across the network, ensuring consistent knowledge distribution and alignment on business changes.
• Real-Time GIC Redemption Project: Successfully led a project enabling real-time cashable GIC redemptions, streamlining the customer experience and improving liquidity management for the department.
• Process Engineering & Modernization: Developed and executed new operational procedures, including CIR (Customer Inquiry & Request) enhancements, backdating transaction protocols, and real-time transaction processing to increase total Centre capacity.
Certification
- Standard First Aid & CPR/AED Level C, Heaven Can Wait
- Licensed Mutual Fund Representative, Scotia Securities Inc.
- Security Guard License, Ministry of the Solicitor General, 11474541
Timeline
Project Analyst
Scotiabank
08.2024 - 09.2025
Senior Customer Care Consultant
Scotiabank
02.2019 - Current