Reshani Fernando
Summary
Strategic and results-driven operations leader with over 18 years of experience in complex, highly regulated environments. Specialized in operations, process optimization, regulatory reporting, and high-volume transaction management. Proven track record in driving operational excellence, improving end-to-end workflows, and leading cross-functional initiatives to enhance organizational efficiency and compliance. Recognized for delivering large-scale transformation projects, aligning process frameworks with international standards, and ensuring consistent performance under tight deadlines. Skilled in stakeholder management, data-driven decision-making, and fostering collaboration across diverse teams to deliver measurable outcomes.
Overview
19
19
years of professional experience
Work History
Advanced From Junior Executive to Bank Manager
DFCC Bank PLC
11.2006 - 06.2025
A globally experienced banking executive with over 18 years of progressive leadership across retail and corporate banking, specializing in service excellence, end-to-end accounts reconciliation, and large-scale payment operations. Renowned for architecting customer-centric strategies and compliance-driven frameworks that meet the rigor of international banking standards and regulatory regimes.
As Manager – Payments & Settlements, led high-volume, enterprise-wide payment ecosystems with a focus on cross-border settlements, real-time transaction capabilities, and digital customer service innovation. Fostered a high-integrity service culture, delivering measurable improvements in operational responsiveness, customer satisfaction, and dispute resolution across diverse client segments.
Demonstrated advanced expertise in financial controls and accounts reconciliation, designing robust governance models to ensure 100% accuracy in general ledger (GL) matching, third-party payment validation, and commission income tracking. These controls enabled audit-ready operations aligned with both domestic and international regulatory frameworks, including engagements with the Central Bank of Sri Lanka, U.S. Federal agencies and global embassies.
Championed digital transformation within the Payment & Cash Management (PCM) division by customizing institutional onboarding platforms, enhancing transaction transparency, and aligning service delivery models with the expectations of multinational clients and global correspondent banks.
Career foundations in frontline customer service, spanning retail banking, treasury operations, and credit services, underpin a leadership style that integrates strategic foresight with hands-on client empathy. This holistic perspective continues to inform cross-functional collaboration, reputational risk management, and delivery of best-in-class service across global banking touch points.
Key Leadership Highlights
- Customer Experience Optimization: Directed the redesign of payment operations and introduced real-time digital escalation frameworks to enhance client satisfaction, foster trust, and improve service transparency across both domestic and cross-border markets.
- Regulatory Accuracy & Governance: Strengthened enterprise-wide compliance by embedding advanced control structures and initiating continuous regulatory education programs, ensuring audit preparedness and alignment with complex local and international regulatory frameworks.
- Operational Transformation: Led the automation of high-volume payment processing to drive faster transaction turnaround times, while maintaining a strong balance between operational efficiency, accuracy, and risk mitigation—resulting in a markedly improved end-to-end customer journey.
- Cross-Border Client Assurance: Managed sensitive client and regulatory matters, including U.S.-linked remittance cases, visa-related investigations, and global compliance issues. These efforts reinforced institutional credibility and supported client assurance under high-stakes, multi-jurisdictional scrutiny.
Education
MBA - Business Administration And Management
Middlesex University
London, United Kingdom 01-2015
Postgraduate Diploma - Strategic Management & Leadership
Edexcel
United Kingdom11-2013
Higher Diploma - Banking & Finance
Institute of Bankers of Sri Lanka
Sri Lanka 12-2012
Certificate - Auditing
Institute of Bankers of Sri Lanka
Sri Lanka 01-2011
Diploma - Credit Management
Institute of Bankers of Sri Lanka
Sri Lanka 12-2008
Accounting - Accounting And Finance
Association of Accounting Technicians, Sri Lanka
Sri Lanka 01-2005
Skills
- Customer Service Excellence & Cross-Cultural Communication
- High-Volume Query Management & Service Recovery
- Payments Processing & Reconciliation
- Regulatory Compliance & Risk Awareness
- Stakeholder Engagement & Professional Correspondence
Accomplishments
Individual:
· DFCC Bank Award 2025 – Exceptional Service & Customer Commitment
Team:
· Euromoney 2020 – Best Customer Service Provider, Sri Lanka
· Asiamoney 2020 – Best Cash Management Service Provider, Sri Lanka
· Euromoney 2021 – Excellence in Cash Management, Sri Lanka
· Asiamoney 2021 – Market Leader in Cash Management, Sri Lanka
Timeline
Advanced From Junior Executive to Bank Manager
DFCC Bank PLC
11.2006 - 06.2025
MBA - Business Administration And Management
Middlesex University
Postgraduate Diploma - Strategic Management & Leadership
Edexcel
Higher Diploma - Banking & Finance
Institute of Bankers of Sri Lanka
Certificate - Auditing
Institute of Bankers of Sri Lanka
Diploma - Credit Management
Institute of Bankers of Sri Lanka
Accounting - Accounting And Finance
Association of Accounting Technicians, Sri Lanka
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