Juliya Mary Stanislaus

• Facilitated cross-functional collaboration leading to improved operational efficiency.
• Managed conflict resolution within teams, ensuring smooth workflow.
• Mentored junior managers, fostering a culture of continuous learning.
• Spearhead the centralised complaints management team handling over 20,000 customer grievances monthly across retail, digital and branch banking channels.
• Ensure compliance with RBI's guidelines on fair practices and grievance redressal framework.
• Reduced average resolution TAT from 4.5 to 2.7 days streamlining SOP's and workflow automation.
• Manage end-to-end complaint lifecycle including acknowledgement, investigation resolution and customer communication.
• Partner with product. risk, legal and IT teams to address systemic issues and implement preventive measures.
• Successfully handled escalations including those from RBI Banking Ombudsman and internal audit teams.
• Generate and analyse monthly complaint trends, root cause analysis reports, and customer feedback to drive service enhancements.
• Led a cross - functional project to integrate AI-based chatbot complaint intake, improving customer experience and reducing manual load by 18%.
• Mentor and manage a team of 15 complaint resolution officers.

• Manage day-to-day complaint operations, ensuring timely and accurate resolution of customer grievances across retail banking products.
• Coordinate with internal departments such as product, legal, collections, and IT to resolve complex complaints.
• Monitor and ensure complaint closures within defined TAT and in line with RBI's fair practices code.
• Identify process gaps and initiate improvement measures to reduce repetitive complaints.
• Prepare and share regular MIS and dashboards on complaint trends, aging reports, and resolution metrics with senior management.
• Handle escalations received through regulatory bodies( Banking Ombudsman, Consumer Forum) and senior leadership.
• Train branch and contact center teams on complaint handling procedures and customer communication standards.

• Utilised strategic planning to drive business growth.
• Contributed innovative ideas during strategy meetings that led to business expansion.
• Managed daily operations for smooth running of the office.
• Handled front - line customer queries and complaints at the ranch level and escalated unresolved issues to regional complaint teams.
• Ensure high levels of customer satisfaction and resolution accuracy.
• Maintained com[plaint registers and compliance logs for audits and regulatory inspections.
• Supported the roll - out of digital tools for faster complaint registration and tracking.
• Conduct monthly audits. Lead the service team, schedule work hours, and monitor their performance.
• Educate customers on products and technology issues by conducting monthly customer service meetings.
• Ensure to follow periodical internal, regulatory, and statutory guidelines Continual awareness of Compliance requirements.
• Maintain the internal and final audit of the branch with Satisfactory Vault/Key custodian activities.
• Ensure timely delivery of customised reports and verify high value transactions Resolving customer service issue by finding immediate solutions.

• Monitored the reconciliation process to ensure the accuracy of the data.
• Analysed discrepancies and identified the root causes, developed corrective action plans and resolved issues.
• Performed daily reconciliation of bank accounts and investment accounts.
• Reviewed and verified transactions, ensuring all transactions are accurately recorded and balanced.
• Motivating the team to achieve high standards and to achieve targets Handling new client enquiries and acting as the face of the business.
• Dealing with and resolving problems and issues which arise and mentoring and training up junior and new staff.
• Monitoring & reporting on standards & performance targets and

arranging &chairing weekly team meetings, focusing on targets

• Monitor the report on Principal and interest schedule for Term Loans, Intercompany Loans and senior notes.
• Ensuring all administrative and IT records are entered and updated correctly Providing prompt and accurate information on individual performance Management Rising of new IC contracts for the Employee relocation and other Employee expenses belongs to APAC, LATAM, and Europe for moving the expenses to particular cost centre.
• Monitor the report on Principal and interest schedule for Term Loans, Intercompany Loans and senior notes.
• Preparing Monthly and Quarterly reports on treasury and uploading it in client global software called HFM (Hyperion Financial Management) and EPM (Enterprise Process Management).

• Established robust financial controls with implementation of detailed audits and assessments.
• Led the development of comprehensive budgets for sustainable business growth.
• Streamlined procurement process, leading to considerable reduction in operational expenses.
• Implemented tax planning measures; resulted in significant savings for the corporation annually.
• Optimised revenue generation through meticulous analysis of market trends and competitor activities.
• Reviewed bookkeeping and management accounts to achieve clear and correct reports.
• Managed daily finance services for smooth business operations.