Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dinuk Don

Doonside,NSW

Summary

Analytical Risk Analyst equipped with in-depth understanding of Operational risks associated with range of organizational actions. Focused on helping clients limit or balance risk against reward for optimal decision-making. Easily handles complex data to understand potential impacts, break down risk and develop recommendations.

Overview

19
19
years of professional experience

Work History

Risk Analyst

Hollard Insurance
11.2021 - Current
  • Assist business and support functions in implementing Enterprise Risk Management System (Protecht)
  • Contributed to consolidation of incident registers into one in order to maintain single point of reference for incidents and issues within organization
  • Developing and maintaining risk dashboards for tracking risk items and providing analytical support
  • Assist in conducting Risk and Control Self-Assessments to develop and maintain risk profile
  • Assist Risk-in-Change Assessments for substantial changes to products, suppliers, systems, partners, or projects
  • Support implementation of Group Risk Management Framework, including Risk Management Strategy and Appetite
  • Contribute to development of proactive strategies to enhance culture of risk within business and support functions as well as to increase employee awareness of risk
  • Working with Operations to improve control environment across all business and support functions
  • Identified key risks and mitigating factors of potential investments such as asset types and values, legal and ownership structures and industry segments
  • Implemented financial risk management policies, limits and strategies that complied with standards and strategic imperatives of organization
  • Investigated allegations to check validity and recommend actions to minimize risk.
  • Worked within Protecht system to compile and review information with pivot tables and charts
  • Established strategy for operations reporting and analytics, identifying key needs for deliverables
  • Taught employees how to control risks at front line.
  • Produced accurate and timely collections reports, facilitating measurement, decision-making and engagement with customers
  • Produced and filed reports to inform senior management of current activities and progress with investigations

Operation Support Auditor

Hollard Insurance
11.2020 - 11.2021
  • Re-auditing all operational areas for which CCI QA has conducted audits
  • These include lodgement (home/motor)/sales and services/motor claims/home claims/back-office operations
  • Completing audit reports under each area and delivering them to stakeholders
  • Conducting weekly calibration and training sessions with CCI's Quality Assurance teams and Learning and Development teams
  • Providing live feedback to QA team leaders regarding findings of day-to-day audits
  • Having ability to switch between any section under Operation support as necessary
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution
  • Exercised leadership capabilities by successfully motivating and inspiring others
  • Strengthened communication skills through regular interactions with others
  • Organized and detail-oriented with strong work ethic
  • Resolved problems, improved operations and provided exceptional service
  • Managed time efficiently in order to complete all tasks within deadlines

Operation Support Consultant

Hollard Insurance
12.2017 - 10.2020
  • Perform monthly motor audit and conduct training sessions as needed
  • Monitoring randomly selected service calls to ensure compliance with marking guide by CI auditors
  • Conduct daily audits of CCI administration and coaching sessions
  • Responsible for creating CI reports, Motor audit reports, CCI admin audit reports, and both Home and Motor dashboards
  • Organized and detail-oriented with strong work ethic.
  • Demonstrated high level of initiative and creativity while tackling difficult tasks.
  • Managed time efficiently in order to complete all tasks within deadlines

Service & Retention Consultant

Hollard Insurance
06.2017 - 12.2017
  • Respond to customer queries and service complaints in timely manner (Home/Landlord/Motor/Travel)
  • Analyze customer feedbacks and develop new techniques to ensure customer retention
  • Working alongside Customer Resolution Team in tracking Agents' error to maintain effortless Customer Service experience
  • Respond to internal inquiries for coaching assistance via subject matter expert queue, office communicator, and email
  • Assist Team Leader in creation of monthly spreadsheet so that Retention Team can enter their saved and cancelled policies to track month to date progress
  • Update Team on Daily Retention Report as well as month report
  • Email Communication with Customers regarding renewal review, follow up on escalated issue as well as discrepancies in information provided when reviewing back date cancellation and dual insurances matter

Customer Service Consultant

Hollard Insurance
01.2016 - 06.2017
  • Answers customer/client requests or inquiries concerning services, products, billing, claims, and reports problem areas (Home/Landlord/Motor/Travel)
  • Work in one or multiple queues/skill sets over various customer contact channels
  • Continually maintain working knowledge of all company products, services and promotions
  • Responsible for improving customer retention through programs and service provided to customer
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations
  • Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints
  • Communicated with management about trends in customer calls to help team efficiency and success
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Responded to customer requests for products, services, and company information

Branch Operations Supervisor

Doha Bank
06.2007 - 09.2015
  • Ensuring excellence in customer service
  • Ensuring that account opening mandates are properly filled and held under dual control
  • Monitoring accounts having cheque returns for want of funds and issuing warning letters/closing them/ charging commission on cheque returns etc
  • Cross-selling of products such as Debit cards /Internet Banking/SMS banking/ Minor accounts/Personal Loans /Car loans/ Housing Loans etc
  • Creating credit proposals for Personal loans, Car loans and Credit cards
  • Rescheduling loans and preparing credit proposals to obtain special approval from Senior Management for deviations
  • Ensure all security documents are collected before sending for approvals and zero mistakes to avoid delays
  • Monitoring loan portfolios and reporting Retail Department for MIS Cash Operations
  • Closely monitoring cash inflows and outflows to minimize cost of funds
  • Maintaining adequate cash stocks to meet day to day transactions
  • Checking Vault cash / Teller cash / ATM cash
  • Monitoring all transactions strictly in terms of KYC policy imposed by Central Bank of Qatar (Know Your Customer)
  • Arranging cash orders and delivering them through security on request
  • Daily balancing of all security documents and foreign currencies Clearing Department
  • Accepting, scrutinizing and posting cheques to system according to policy and procedure of collecting Bank
  • Handling inward and outward clearing and its settlements Remittance Services
  • Handling international money transfers such as Western Union / E-remittance transfers
  • Obtaining applications and sending them for process to remittance department after scrutinizing and proper verification for local and international fund transfers
  • Completed financial statements and prepared write-up describing financials for executive management
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors
  • Reconciled general ledger accounts directly related to operations
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
  • Led and conducted reviews of branch policies and procedures for compliance
  • Complied with regulatory guidelines and requirements.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Implemented service improvements to enhance sales cycle
  • Assessed employee performance and developed improvement plans
  • Resolved various issues impacting sales management and business operations

Banking Assistant

Seylan Bank
09.2004 - 05.2007
  • Customer Service always Provided splendid customer services to customers in friendly and courteous manner
  • Gained enough knowledge about banking products and services and responded to all inquiries accordingly
  • Improved customers' banking experience with bank by ensuring that customers are attended to promptly and all their challenges are resolved without delay
  • Ensured that all bank's policies and procedures, code of conduct and regulatory guidelines are strictly complied with in process of discharging duties
  • Ensure that customers' confidential information is properly protected and only used for official purposes
  • Channel complex customer complaints and challenges to right quarters for effective resolution
  • Continuously got skills improved by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to development of Bank Cash Operations
  • Balance all currency, coin, and checks in cash drawers at end of Banking hours and update respective registers
  • Further transfer bulk cash to vault during working hours whenever possible to minimize operational risk
  • Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips
  • Examine checks for endorsements and to verify other information such as dates, bank names, identification of persons receiving payments and legality of documents
  • Enter customers' transactions into computers to record transactions and issue computer-generated receipts
  • Explain, promote, or sell products or services such as travellers' checks, savings bonds, money orders, and cashier's checks, using computerized information about customers to tailor recommendations
  • Inform customers about foreign currency regulations, and compute transaction fees for currency exchanges
  • Quote exchange rates, following daily rate sheet or from treasury sales
  • Trained new hires on customer service policies and procedures
  • Established rapport with new clients to increase satisfaction and loyalty

Education

Bachelor of Commerce -

Annamalai University
India
2011

Skills

  • Ability to think innovatively and spot areas for development
  • Business Management Principles
  • Provide prompt assistance to customers and business partners
  • Able to perform calculations quickly and accurately
  • Grasping and learning new concepts quickly
  • Resilience under intense pressure
  • Computer literacy: MS Office Suite (Word, Excel, Access, PowerPoint)
  • Handled large volumes of work and prioritised workloads
  • Accept tasks professionally and take responsibility for work performance
  • Capable of analysing problem, working through potential solution, and seeking input where necessary to ensure that compliance with organisation's policies, procedures, and standards has been achieved
  • Motivated and enthusiastic, with 'can do' attitude, integrity and commitment to excellence, analytical thinker capable of understanding and defining issues, and capable of adapting quickly to change and promoting it
  • Strong time management and organisational skills
  • Team player

Timeline

Risk Analyst

Hollard Insurance
11.2021 - Current

Operation Support Auditor

Hollard Insurance
11.2020 - 11.2021

Operation Support Consultant

Hollard Insurance
12.2017 - 10.2020

Service & Retention Consultant

Hollard Insurance
06.2017 - 12.2017

Customer Service Consultant

Hollard Insurance
01.2016 - 06.2017

Branch Operations Supervisor

Doha Bank
06.2007 - 09.2015

Banking Assistant

Seylan Bank
09.2004 - 05.2007

Bachelor of Commerce -

Annamalai University

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