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Nadeesha Rajapakse
Dickson,ACT
Summary
Results-driven professional with extensive management experience in branch operations. Expertise in enhancing operational efficiency and leading teams to ensure compliance while delivering exceptional customer service. Consistently achieved high audit ratings and implemented zero-error protocols to prevent fraud and ensure error-free operations.
Overview
15
15
years of professional experience
Work History
Manager / Assistant Manager - Branch Operations
Nations Trust Bank PLC
05.2012 - 06.2019
- Supervised branch operations in cash handling, account opening, and SME transactions, ensuring compliance with regulatory standards and operational integrity.
- Managed branch operations, ensuring effective service delivery and regulatory compliance during Branch Manager absence, while overseeing staff performance and audit standards.
- Directed branch GL reconciliations and managed overall cost controls to maintain budget adherence and maximize operational efficiency.
- Implemented and maintained zero-error protocols, successfully preventing fraud and operational losses across all branch activities.
- Managed and developed teller and front office staff to consistently meet and exceed agreed service levels, enhancing customer satisfaction.
- Achieved consistent GOOD audit ratings by maintaining strict adherence to internal controls and compliance requirements.
- Maintained high standards of customer relationship management, particularly focusing on delivering exceptional service to high net worth clients.
- Effectively handled customer complaints with empathy, ensuring resolution and maintaining bank reputation.
- Led training sessions to enhance branch staff skills in cash handling and customer service excellence.
- Coordinated with risk management teams to identify and mitigate potential operational risks.
- Monitored and reported key branch performance indicators to senior management for continuous improvement.
Senior Branch Operations Assistant / Senior Banking Assistant
Nations Trust Bank PLC
11.2006 - 05.2012
- Authorized daily branch transactions in compliance with internal policies and regulatory standards.
- Conducted thorough verification and approval of new account openings to ensure accuracy and compliance.
- Supported the Branch Operations Manager in overseeing key operational functions, reducing managerial workload.
- Coordinated with cross-functional teams to streamline branch operations, resulting in improved transaction processing.
- Facilitated communication between supervisory staff and front-end employees, enhancing branch workflow efficiency.
Banking Assistant / Banking Trainee
Nations Trust Bank PLC
08.2004 - 11.2006
- Conducted KYC (Know Your Customer) verification and complied with anti-money laundering (AML) regulations during account openings.
- Processed customer deposits, withdrawals, and fund transfers accurately while adhering to bank policies.
- Resolved account-related inquiries, enhancing customer satisfaction and loyalty.
- Promoted value-added services, converting customers to digital channels like Internet Banking and Mobile Banking while addressing their inquiries.
- Collaborated with team members to promote bank products and services, driving branch sales targets.
- Maintained up-to-date knowledge of banking products, procedures, and regulatory requirements to provide accurate information to customers.
Education
RG146-Tier 01 Generic Knowledge - Banking And Finance
Kaplan
Australia12-2025
ABE Level 6 - Business Management
Association of Business Executives (ABE),UK
UK05-2023
Diploma - Information Technology
University of Colombo
Sri Lanka08-2004
Skills
- Cash operations management
- Regulatory compliance
- Cost control strategies
- Operational efficiency
- Risk assessment
- Decision making
- Staff training
- Team collaboration
- Customer service excellence
Affiliations
Full Member | Association of Business Executives (ABE), UK
Timeline
Manager / Assistant Manager - Branch Operations
Nations Trust Bank PLC
05.2012 - 06.2019
Senior Branch Operations Assistant / Senior Banking Assistant
Nations Trust Bank PLC
11.2006 - 05.2012
Banking Assistant / Banking Trainee
Nations Trust Bank PLC
08.2004 - 11.2006
RG146-Tier 01 Generic Knowledge - Banking And Finance
Kaplan
ABE Level 6 - Business Management
Association of Business Executives (ABE),UK
Diploma - Information Technology
University of Colombo