Ushika Iddamalgoda
Client Service Manager
Botanic Ridge,VIC
Summary
Accomplished banker with 6 years of experience in the financial services industry. Specializes in operations, institutional products, and channels acquired through various roles in institutional operations and transaction banking. Demonstrates strong stakeholder management skills by working with diverse stakeholders, including senior leaders.
Overview
7
7
years of professional experience
Work History
Service Manager
Australia and New Zealand Banking Group Limited (ANZ)
10.2020 - Current
- End to End management of escalations and fast tracks to minimise customer impact on their day-to-day operational issues
- Working on root cause resolution to avoid future escalations and identifying operational/service errors and resolving in timely manner
- Managing tier one Portfolio complex clients such as Powerwrap/ GE Australia Group/ Vanguard and assisting with standard servicing clients with their operational issues and efficiencies
- Build and develop strong customer relationship with follow up calls with clients to ensure operation with ANZ is seamless
- Proactively educating customers / stakeholders to use the right channels and providing right resources to minimise their efforts
- Incident management and notifying customers/frontline of any outages and working with them to best resolve the issue with minimum customer impact
- Contributed for process improvements where best outcome will be produced to the customer to colleagues and the bank
- Has played a main role in promoting Digital solutions and self service to customers and engaging in demonstrations
- (DSS/Digital key/Swift GPI) Analysing customers interaction data and providing operational efficiencies and product assistance and completing Service Review for our Tier 1 customers
- Assisting new to bank clients and tender process in documenting Servicing proposition for operational efficiency.
Senior Service Specialist
Australia and New Zealand Banking Group Limited (ANZ)
06.2018 - 10.2020
- Provided end-to-end assistance to ANZ Tier 1 Corporate and Institutional customer segment with their enquiries relating to day to day transactions as well as system support
- Apply excellent customer centric approach and product/channel knowledge on a vast array of products and systems to deliver outstanding customer experience
- (Products: Transactive global/Commercial cards/Cashactive /Fielactive/PSI/SCORE/Trade) Liaise with other internal stakeholders such as Service and Relationship Management, Processing and other back office functions to ensure cascading of critical information and resolution of customer enquiries through collaboration
- Use negotiation and influencing skills to better serve the customers and meet their needs
- SME for Fielactive Cashactive Control and Virtual within the Service team
- Link with internal stakeholders from different geographies to ensure cascading of relevant and critical information with the aim of championing better outcomes to customers as well as the bank Experience in managing TB enquires inbox
- This has given me experience in liaising with internal and external customer’s and prioritising the most critical enquires
- Experience in TB client services
- Managing escalations fast track requests for internal and external customers
- Working with the team has given me broader knowledge on Account and Channel maintenance requests
- Educating customers and internals for first touch resolution outcome.
Service Specialist - Premium Team
Australia and New Zealand Banking Group Limited (ANZ)
09.2017 - 06.2018
- Exceed client service expectations by facilitating Cash/ Foreign Currency collections, Bank cheque collections of Corporate and Institutional customers in a timely manner
- Verifying and authorising forms received from the clients in accordance with ANZ compliance standards and facilitating the clients with their urgent requests
- Assisted institutional and corporate customers with their enquiries relating to ANZ Transactive system
- Utilised product/channel knowledge along with the focus on achievement of ANZ customer service delivery commitments to offer excellent customer service.
Education
Diploma of Hospitality Management and Commercial Cookery -
Chisholm Tafe (Melbourne)
Skills
Collaboration Skills and Building Relationships
Customer Service and Communication Skills
Deliver Results
Strong Analytical Skills
Problem Solving
Organizational Skills
Work Planning and Prioritization
Change Management
References
- Milance Cvetkov, milance.cvetkov@anz.com, +61466409975
- Payal Varma, payal.varma@anz.com, +61499906567
Stakeholder references can be provided upon request.
Timeline
Service Manager
Australia and New Zealand Banking Group Limited (ANZ)
10.2020 - Current
Senior Service Specialist
Australia and New Zealand Banking Group Limited (ANZ)
06.2018 - 10.2020
Service Specialist - Premium Team
Australia and New Zealand Banking Group Limited (ANZ)
09.2017 - 06.2018
Diploma of Hospitality Management and Commercial Cookery -
Chisholm Tafe (Melbourne)
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