MUZAMMIL MOHIDEEN

Contact: 9940384410

E-Mail:azeezmuzammil@gmail.com

High level assignments in the areas of Operations Management / SLA Management/Team Management
with an organisation of high repute
CAREER CONSPECTUS
3 yrs. 4 months of experience in the areas of:
Strategic & Tactical Planning

Investigations Management

International Payments

Team Management

An out-of-the-box thinker with a flair for identifying & adopting emerging trends & addressing customer
requirements to achieve organizational objectives and profitability norms.
A strategic planner with proficiency in streamlining business processes, defining continuous improvement
processes, accelerating employees strengths and building powerful teams that can conquer any obstacles.
Expertise in mapping business requirements and coordinating in developing and implementing processes in line
with the pre-set guidelines.
Deftness in setting out quality standards for various operational areas; implementing quality systems & procedures
to facilitate a high-quality customer experience, while adhering to the SLA.
Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for
developing business continuity plans, procedures and service standards for business excellence.
CAREER CONTOUR
Since March13; with The Royal Bank of Scotland Business Services Pvt. Ltd., Chennai
Growth Path - Joined as a Trainee Officer and rose to the position of 'Executive'
Client Accolades:

Holds the distinction of being rewarded with the Best Performer award by the Executive General manager &
Group executive, Group Business Services, National Australia Bank, Australia.

Core Competencies:
Operations Management
Mapping clients requirements and coordinating in developing and implementing processes in line with pre-set
guidelines; monitoring the overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximise customer satisfaction level.
Managing service operations for rendering and achieving quality services; providing first line customer support by
answering queries & resolving their issues, ensuring minimum TAT.
Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates
on improvements and achieving higher customer satisfaction metrics.
SLA Management
Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while
adhering to the SLAs and work processes.
Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum
operational efficiency.
Conducting root-cause analysis and taking preventive measures for repeated escalations.
Team Management
Leading, training and monitoring performance of team for maintaining excellence in the service operations.

Evaluating effectiveness of training & development programs; formulating or reviewing training Strategy and
determining appropriate instructional methodologies and formats.

Significant Highlights in:

International Payments & Payments Investigations Management:

Acted as a part of the National Australian Bank (NAB) Investigations & Correspondence Team process.

Effectively managed a team as a Team Leader; resolved various hurdles and coordinated with the sent location to
meet the desired goal and encourage the business.
Expertise knowledge in both Manual & Electronic payments (Incoming & Outgoing).

Handled both Incoming & Outgoing Correspondence along with Honouring charges.

Oversaw the correspondence received from overseas bank by analysing the situation & provided suitable response.

Actively involved in training/developing, motivating, coaching, evaluating and retaining qualified staff.

Maintained daily, weekly & monthly MISs for efficient and effective working of department.

Helped the team members with their daily work related issues to ensure a timely resolution.

Gained a strong knowledge and understanding about the FOREX department.

Instrumental in accepting transfer requests, both electronic & manual from customers and ensuring the processing
of the same as per the SWIFT guidelines.
Handled Several Lean projects have been done by simplifying the process.

Several projects have been done to like:

Mitigate the risk in the process

Process Simplifications

Cost saving.

SCHOLASTICS

Bcom. From The New College, Chennai in 2012.

IT Skills - Well versed with the follows:

Operating Systems
:
Microsoft Windows 98, XP, Windows vista, Windows 7, Windows 10
Tools/Package :
:
MS Office - Excel, PowerPoint, Word, Oracle, RDBMS, OOPS, Html,
:
Visual basic, JAVA and

PERSONAL DOSSIER
Date of Birth
Contact Address

:
:

07th November 1989

Plot no.9/358 B Type sidco nagar, villivakkam Chennai 600049 TN