Taniya Jose
Senior Banking Operations Leader, Cash & Custodial Operations Expert
Edinburgh
Summary
Seasoned Banking Operations Specialist with over 21 years of experience in custodial asset management, vault operations, and payment services. Proven expertise in managing gold custody, settlement processes, cash vault control, and audit-compliant operations. Demonstrated success in leading technical specialists, driving process innovation, resolving operational incidents, and maintaining resilient, productive workflows. Adept in regulatory compliance (RBI/FEMA), BAU operations, and stakeholder engagement with central banks, government bodies, and internal audit. Known for creative problem-solving, team coaching, and contributing to stable and efficient financial operations.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative (Part-Time)
William Hill
2023.05 - Current
- Delivered safe, regulatory-compliant customer service in a high-stakes betting environment.
- Performed anti-money laundering checks, ID verification, and responsible gambling interventions.
- Managed end-of-day cash reconciliation, vault security, and transaction auditing.
- Attended regular meetings for compliance reviews and operational updates.
Team Leader
Child Help Foundation
2021.09 - 2022.10
- Led a 15-member team to mobilize public donations supporting medical treatments for underprivileged children.
- Fostered donor relationships, drove grassroots engagement, and coached team members to exceed targets.
- Oversaw planning, reporting, and local event coordination, with a focus on impact.
- Implemented strategic donor engagement goals, and presented performance reports.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Deputy Branch Manager – Custodial Operations & Compliance
ICICI Bank Ltd
2013.04 - 2020.12
- Managed custodial operations, including secure gold pledge transactions, and inventory system updates.
- Oversaw the branch cash vault and ensured that balances aligned with centrally assigned limits by placing service requests through cash indent/disposal software.
- Conducted fortnightly vault inspections, and ensured full adherence to surveillance and audit controls.
- Supervised 10+ staff, including Technical Specialists; conducted coaching, performance tracking (PRS), and goal setting.
- Directed branch-wide operational framework, providing training and strategic guidance to staff for meeting sales targets in liability, mortgage, mutual funds, and other core financial products.
- Carried out due diligence monitoring of savings and current account transactions, and prepared KYC documentation for both asset and liability products.
- Authorized interbranch and interbank fund transfers and cheque clearing; processed outward remittances in compliance with FEMA regulations.
- Responded to customer service needs, including deliverables, account modifications, and complaint resolution.
- Maintained meticulous operational records and stakeholder communication for financial analysis and decision-making.
- Participated in internal/external audits, customer inspections, and policy amendments.
- Maintained top-tier audit ratings, and won national awards for operational excellence.
- Attended management-level meetings, coordinated the implementation of new policies, and ensured alignment with organizational goals.
- Acted as interim Branch Manager during vacations or absences from work; providing seamless leadership continuity without sacrificing operational efficiency.
- Managed daily operations to ensure smooth functioning of the branch and timely completion of tasks.
Deputy Manager - Retail Banking Operations
Axis Bank Ltd
2012.04 - 2013.03
- Handled day-to-day banking operations and payment services across the retail channel.
- Managed customer relationships, settlement activities, and AML/KYC compliance.
- Ensured alignment with organizational goals, and participated in weekly operations meetings.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
Assistant Manager – Operations & Service
IndusInd Bank Ltd
2004.01 - 2012.04
- Directed vault and counter operations, including custodial oversight and transaction processing.
- Delivered accurate settlement reporting, and maintained records aligned with audit expectations.
- Exceeded branch revenue targets by 121% through effective service delivery and innovation.
- Coordinated regular reviews of process implementation and operational strategies.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
Education
Postgraduate Diploma - Business Psychology |
Heriot-Watt University
2023.01 - 2024.06
Bachelor of Computer Applications -
MG University
Kottayam, India 2000.06 - 2003.05
Skills
Staff Management
Revenue Generation
Cash handling expertise
Business Development
Process implementation
Relationship building and management
Sales professional
Problem-Solving
Decision-Making
Teamwork and Collaboration
Planning and Coordination
Excellent Communication
Financial analysis and reporting
Strategic and financial planning
Core Competencies
- Custodial Services & Vault Operations
- Cash Vault Control & Service Requests to Currency Chest
- Line Management of Technical Specialists
- Gold Pledge Handling & Settlement
- Routine Operational Oversight & Incident Escalation
- Regulatory Adherence – RBI Guidelines, Tax Authority Liaison
- Operational Risk Awareness & Process Controls
- AML, KYC & Due Diligence Compliance
- Continuous Innovation & Creative Problem Solving
- Clear Written Communication, Reports & Documentation
- Coaching, Delegation & Team Productivity
- PRS (Performance Rating System) Awareness & Staff Development
- Strategic Goal Setting & Stakeholder Management
- Creative & Motivated Leadership
- Retail Banking Experience & Implementation of Strategic Projects
- Coordination of BAU Processes, Meetings & Compliance Reviews
Accomplishments
- Gold Vault Audit Improvement (ICICI Bank): Introduced checklist-based reconciliation processes that reduced audit queries by 40%.
- Fundraising CRM Optimization (Child Help Foundation): Streamlined donor tracking and response system, improving engagement by 30%.
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Customer Service Representative (Part-Time)
William Hill
2023.05 - Current
Postgraduate Diploma - Business Psychology |
Heriot-Watt University
2023.01 - 2024.06
Team Leader
Child Help Foundation
2021.09 - 2022.10
Deputy Branch Manager – Custodial Operations & Compliance
ICICI Bank Ltd
2013.04 - 2020.12
Deputy Manager - Retail Banking Operations
Axis Bank Ltd
2012.04 - 2013.03
Assistant Manager – Operations & Service
IndusInd Bank Ltd
2004.01 - 2012.04
Bachelor of Computer Applications -
MG University
2000.06 - 2003.05