Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Kumudu Fonseka

Kumudu Fonseka

Adelaide,SA

Summary

I am a versatile banking professional with extensive experience in international banks and domestic including Westpac – Australia, ABN Amro and Standard Chartered Bank – Dubai. I am looking for a position to diversify and apply my expertise, experience and proven skills into a challenging role with higher responsibility and greater accountability in the financial sector. I am fluent in AML/CTF/Sanctions Transaction monitoring, Operational Risk and Consumer/Retail products. I am a confident communicator with impressive people skills. Managing expectations of the entire stakeholders including customers and management has been my key strength

Overview

23
23
years of professional experience

Work History

Risk Analyst: Transaction Monitoring Investigation

Westpac Groiup
Adelaide, SA
06.2022 - Current
  • Provide the required assessment and investigation of AML/ CTF/Sanction events in accordance with agreed time frames and determine appropriate course of action
  • Make sound recommendations based on the outcome of investigations with appropriate consideration given to the Bank's reporting obligations to AUSTRAC
  • Maintain thorough understanding of AML/CTF/Sanction policies, procedures and keep up to date with emerging trends an risks through effective research
  • Manage and deal with highly sensitive and confidential information in accordance to Bank's policy
  • Prove subject matter expertise for all initiatives, projects
  • Take accountability to meet critical SLAs in high volume and high pressure working environment
  • Act as a reference point to internal stakeholders by educating and complying with Bank's standards

CUSTOMER SERVICE CONSULTANT

WESTPAC
ADELAIDE, AUSTRALIA
03.2020 - 05.2022
  • Support Customers to find a solution to bring their Home Loan, Credit Card, Personal Loan, Transaction Account in order in a timely manner (non-Collection)
  • Explain the benefits of comprehensive and diverse rage of products and services to our customers and provide tailored solutions to their banking needs
  • Helping Customers with daily transactional needs and queries
  • Troubleshoot and regularising banking system related queries
  • Assisting customers with using technology in order to make Westpac easy and convenient to bank with
  • Assisting customers with Fraudulent transactions and educating them how to deal with Fraudsters, Scams and Phishing activities
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

Business Operations Risk Manager

STANDARD CHARTERED BANK
DUBAI, UAE
11.2009 - 01.2019
  • Planning and execution of program-based process control reviews across Customer Services and Branch Operations to ensure that accounting, compliance, operational, custodial, and control activities are in compliance with documented instructions, policies and procedures as well as the Regulatory and Legal guidelines
  • Review all customer complaints and ensure timely resolution and independent customer callback to avoid mis-selling
  • Attend inbound & outbound calls from call center, analyze RCA & provide guidance to relevant teams to improve service quality
  • Review regional audit reports related to customer care unit and socialize necessary audit findings within the country
  • Responsible to define new controls, KPIs to align policies and procedures to be in line with new strategic and Compliance initiative
  • Conducting Monthly Key Control and Self-assessment reports, discuss anomalies with various users and provide necessary user training as and when necessary.

Manager Customer Services / Head Teller / Teller

STANDARD CHARTERED BANK
DUBAI, UAE
06.2004 - 10.2009
  • Covered the roles of Teller, Head Teller and Manager Customer Services / Branch Operations Manager roles
  • Key responsibilities include, customer service, responsibility of monitoring the branch cash position, physical cash limits of other tellers, ordering bulk cash from Head Office, handling customer financial transactions (deposits, withdrawals, transfers & pay orders), managing ATM deposits
  • Selling Personal Loans, Home Loans, Auto Loans and Credit Cards
  • Face to face interaction with both Personal and Corporate banking customers
  • Opening and closing of accounts, scrutinizing documents, processing service applications, assist the customers with all the type of cards issues & handling customer queries and complaints.

Customer Services Representative

ABN AMRO
DUBAI, UAE
06.2000 - 10.2004
  • Handling end-to-end functions related to account opening (both personal and Corporates) and all service applications related to servicing an account until the closure
  • Thorough in Corporate account opening documents and KYC requirements in line with regulatory and Compliance requirements
  • Processing all types of service applications, opening and closing accounts, customer transfers and credit card payments
  • Developed and revised Service Level Agreement to provide high-level Credit Operations Support to Corporate business unit
  • Understating & identifying customer needs & providing best solutions in target given environment.

Education

Diploma - Financial Services Management

Institute of Bankers of Sri Lanka

General Certificate of Advance Level -

Best performance rating – Standard Chartered Bank, UAE 2013 Multiple awards for being customer driven – Standard

Skills

  • Transaction Monitoring Risk Analyst covering Anti-Money Laundering, Counter-Terrorist Financing and Sanctions
  • Contact Centre agent covering all Retail Banking Products
  • Operational Risk expert with well rounded knowledge in Retail and Branch Banking
  • My expertise and experience include, Financial Crime, Operational Risk, Internal Control, Branch Banking and Customer Services
  • I am a Risk expert with service and solutions oriented focus
  • I possess exceptional operational and administration capability with mindset of increase revenue and reduce cost with zero financial loss and zero reputational loss with remarkable audit results
  • I have also specialized in people management, leadership, training & development with robust TAT & SLA
  • I also adapt well with diversified environments with experience and ability to lead and manage large teams in different countries, time-zones and culture

Additional Information

  • 39, Woodforde Road, Magill, 5072, SA , Visa Status: Permanent Resident

Timeline

Risk Analyst: Transaction Monitoring Investigation - Westpac Groiup
06.2022 - Current
CUSTOMER SERVICE CONSULTANT - WESTPAC
03.2020 - 05.2022
Business Operations Risk Manager - STANDARD CHARTERED BANK
11.2009 - 01.2019
Manager Customer Services / Head Teller / Teller - STANDARD CHARTERED BANK
06.2004 - 10.2009
Customer Services Representative - ABN AMRO
06.2000 - 10.2004
Institute of Bankers of Sri Lanka - Diploma, Financial Services Management
- General Certificate of Advance Level,

Similar Profiles

CREATE PROFILE
Kumudu Fonseka