MASILAMANI ROSY
London,United Kingdom
Summary
Operations, Accounts Payable & Logistics Management Professional | Team Leadership | Stakeholder Engagement | Retail Banking & Credit Card Operations | Accounts Reconciliation | MBA, Coventry University London, Apr 2025
Accomplished operations professional with expertise in accounts reconciliation, team leadership, and stakeholder engagement across multiple international regions. Proven track record in enhancing operational efficiency within retail customer services, secured lending, complaints handling, partnership credit cards, credit card products, and accounts payable operations. Skilled in Oracle Fusion, Microsoft Office, and process documentation, with strong capabilities in training, coaching, and building high-performing teams
Overview
19
19
years of professional experience
19
19
years of post-secondary education
1
1
Certification
Work history
Assistant Logistics Manager
Shankar Foods Ltd
Hanwell, Ealing
05.2024 - Current
- Managed end-to-end inventory control and stock management processes, ensuring full traceability of goods across the supply chain.
- Generated invoices, processed credit notes, and maintained accurate financial records in compliance with accounting standards.
- Supervised and mentored sales team members; tracked key performance indicators (KPIs) to drive continuous improvement and sales growth.
- Planned and optimized delivery routes; coordinated container unloading and managed shipping logistics to reduce transit times and costs.
- Oversaw accounts receivable and debt recovery operations, contributing to improved cash flow and financial stability.
- Collaborated with supply chain and cross-functional teams to streamline logistics workflows and enhance service delivery.
- Resolved customer inquiries and delivery-related complaints, maintaining high levels of customer satisfaction and retention.
- Analyzed supply chain metrics and historical data to identify trends, forecast demand, and implement strategic logistics improvements.
Accounts Payable Specialist /Assistant Manager Ops
HSBC, HDPI (HSBC Data Processing India)
Hyderabad, India
06.2019 - 12.2023
- Managed full-cycle Accounts Payable operations across UAE, Bahrain, Kuwait, Qatar, Oman, Indonesia, Mauritius, and Bangladesh, ensuring compliance with regional financial regulations.
- Processed and audited supplier and intercompany invoices, staff expense claims, and daily payment runs with accuracy and timeliness.
- Reconciled supplier accounts, multi-currency ledgers, and corporate credit cards; executed month-end closing activities and reporting.
- Reviewed and verified supplier onboarding and amendment requests, maintaining compliance with internal policies and external standards.
- Partnered with cross-functional teams to ensure timely payments, adherence to internal controls, and resolution of payment-related issues.
- Stepped into the role of Assistant Manager for 18 months during COVID-19, leading the Accounts Payable team through remote operations and crisis management. Delegated tasks, monitored KPIs, resolved escalations, enforced monthly cut-offs, and conducted team performance appraisals.
Customer Service Executive
HSBC, HDPI (HSBC Data Processing India)
Hyderabad, India
02.2018 - 06.2019
- Handled a wide range of customer inquiries related to HSBC UK products, including current accounts, savings accounts, credit cards, and personal loans, ensuring prompt and efficient resolution.
- Delivered expert assistance to customers navigating internet and online banking platforms, resolving technical issues and promoting digital literacy to support a ‘digital first' service strategy.
- Maintained high standards in Customer Satisfaction (CSAT), quality assurance, and service excellence, consistently meeting or exceeding business performance targets.
- Improved customer satisfaction by addressing and resolving complaints swiftly.
Supervisor/Customer Service Executive
HSBC, HDPI (HSBC Data Processing India)
Visakhapatnam, India
03.2007 - 02.2018
- Responded promptly and accurately to customer inquiries related to retail and personal loans within the UK business region for HFC Core.
- Managed complaint resolution by providing clear, accurate, and timely information to customers regarding complaints and secured loan queries.
- Delivered first-hand support to customers by addressing issues, clarifying concerns, and ensuring customer satisfaction.
- Utilized strong communication and problem-solving skills to manage the complaints queue and handle escalations effectively.
- Maintained compliance with internal guidelines and provided high-quality customer service to enhance overall customer experience.
Customer Service Executive
24/7 CUSTOMER
Chennai, India
09.2006 - 03.2007
- Handled credit card sales for Capital One Bank (US voice process) by promoting products and assisting customers.
- Provided technical support to retailers, customers, and merchants for troubleshooting and resolving credit card machine issues.
Education
Master of Business Administration - Global Business
Coventry University
London 01.2024 - 04.2025
Bachelor of Technology - Information Technology
AMS Engineering College, Anna University
Tamil Nadu,India 07.2002 - 05.2006
Board of Secondary Education(Class XI - XII) -
Gayathri Intermediate College, Andhra University
Andhra Pradesh,India 06.2000 - 05.2002
ICSE Board(Class X) -
St. Joseph's Girls High School,
Andhra Pradesh,India 06.1988 - 04.2000
Skills
- Accredited Trainer & Call Coach
- Peer Mentoring & Coaching
- Team Leadership & Performance Management
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Accounts Reconciliation & Reporting
- Book-keeping & Debt recovery
- Stakeholder Engagement & Relationship Management
- Logistics & Inventory Management
Affiliations
- Reading & Continuous Learning | Strategy Games & Puzzles | Mentoring & Coaching | Community Involvement
Accomplishments
Diligence Award 2023 – Smooth operations | Employee of the Year 2022 – Process improvements | Manager Superstar 2020 – Staff management & SLA | Unsung Hero 2016 & 2017 – Change management | Process Top Performer 2009–2015 – Best departmental metrics
Certification
Accredited Trainer | AML & Sanctions | Food Safety Training | Manual Handling & Warehouse Safety
Languages
English
Fluent
Hindi
Fluent
Telugu
Fluent
Tamil
Fluent
Timeline
Assistant Logistics Manager
Shankar Foods Ltd
05.2024 - Current
Master of Business Administration - Global Business
Coventry University
01.2024 - 04.2025
Accounts Payable Specialist /Assistant Manager Ops
HSBC, HDPI (HSBC Data Processing India)
06.2019 - 12.2023
Customer Service Executive
HSBC, HDPI (HSBC Data Processing India)
02.2018 - 06.2019
Supervisor/Customer Service Executive
HSBC, HDPI (HSBC Data Processing India)
03.2007 - 02.2018
Customer Service Executive
24/7 CUSTOMER
09.2006 - 03.2007
Bachelor of Technology - Information Technology
AMS Engineering College, Anna University
07.2002 - 05.2006
Board of Secondary Education(Class XI - XII) -
Gayathri Intermediate College, Andhra University
06.2000 - 05.2002
ICSE Board(Class X) -
St. Joseph's Girls High School,
06.1988 - 04.2000
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