Vikram Ambhore

• Lead and develop a dynamic team, dealing with a high volume of external and internal customer contact; alerts; exceptions and/or cases with varying levels of complexity and multiple technical processes across all products, channels, brands and jurisdictions ➢ Drive continuous improvement culture within the team, and consistently look for new opportunities to further optimize and streamline existing processes
• Managing an excellent production management culture based on the Bank’s 5 productivity habits, this includes daily management and team huddles
• Championing productivity, disciplines lead, develop, promote and implement strategy, in relation to the efficient cost effective management of Know Your Customer Onboarding and ongoing customer due diligence obligations and protocols
• Play an active role ensuring, the forecasting team is across volume drivers which may affect supply vs demand
• Accountable to apply performance management techniques and protocols when performance/behaviors are not in line with expectations or values.

• Assist and lead projects impacting the operational environment (internal and external)
• Execute Control assurance testing and play a key role in preparing assurance requests and closure packs relating to incidents & issues
• Accountable to shape and operationalize the implementation of Standard Operating procedures, ensuring at all times there is no deviation
• Thorough end to end understanding of KYC – this includes Transaction Monitoring alerts, Politically Exposed Person’s, Know Your Customer, High Risk Customer Due Diligence and Suspicious Matter Reporting as well as understanding the concept of Product Risk/Channel Assessment, AUSTRAC Typologies and offence types
• Responsible for providing input to any new or optimized Group AML/CTF Policy and Standards, clearly calling out new changes in process
• Daily oversight of confirmed suspect activity to understand new and emerging trends, to ensure insights into reporting are captured and feedback passed onto the monitoring team; This also includes escalation of identification of gaps and deficiencies - the risk is escalated appropriately to senior management, along with recommended steps for remediation.
• Reviewing and providing oversight and recommendations as per the delegations matrix relating to high-risk customers, including matters relating to terrorism financing along with other material matters, which may arise time to time.
• Ensure monthly coaching sessions with each direct reports are completed, this includes development planning and performance discussions
• Responsible for reviewing all quality issues/rework which arises, effectively drawing out thematic and building spotlight sessions and actions plans to improve results and plans documented to be within tolerance levels

Highlights
➢ Pilot Batch for NSW Region to go Live on PBOB Implementation & Part of Pilot Team from NSW for Customer Demand & Verifications.
➢ Part of LSES Team, Case manage Urgent escalations from Branch Managers & RER's
➢ Awarded NAB Recognize for the months Sep’16, Feb’17, Jul’17 & Nov’17
➢ Received Fortnightly Quality Hero Award for March 2017

Highlights
➢ Awarded EXTRA MILE award for September 2014

• Minimize & prevent losses resulting from high risk & fraudulent monetary & non-monetary transactions.
• Investigate reports & transactions in accordance with US Federal regulations.
• Taking proactive measures by profiling the customer, the deposit in question & account activity; Communicate with Paying Bank/Account holder of cheque (where applicable)
• Effective relationship with Corporate Security, the Law department, Account officers from other financial institutions.
• Ensuring that regulatory, legal, bank & audit requirements are met.
• SME – Trained and managed 7 batches on OJT for Fraud Operations.
• Managed a team of 12 Analysts as Secondment Team Leader for Test lab - Meeting productivity targets identified for the process - SLA, Manage Team absenteeism and maintain professional work environment.

Highlights

• Awarded “TEAM OF THE QUARTER” for Q1 (Jan- Mar) 2010, 2011, 2012, Q3 in 2011 and Q4 in 2010 & 2012.
• Awarded “TRAIL BLAZER AWARD” (Team) for Q2 (April-June) 2009
• "TEAM OF THE YEAR”, Special award for meeting all Marketing Goals – 2008.
• Awarded “SUPER TROOPER AWARD” (Team) for Q3 (July-September) 2007.
• Awarded TRAIL BLAZER AWARD” (Team) for Q3 (July-September) 2007.

Customer Service, Inquiry Handling & Escalations.
Auto & Home Insurance.

Combination of customer service, Data handling, Client Liaison and Report Generation.

Amex credit cards - Outbound Sales, Inbound Customer Service & Escalations

Retail Branch - Sales, Customer Service & Value added services.