Colombo, Sri Lanka
- Serve as Primary Contact and Process SME for the 1st Account Opening team and RPA SME for the Regular Saver team, acting as the point of contact for process queries, issue escalation and cross-functional communication.
- Support Robotic Process Automation (RPA) initiatives by creating AS-IS process maps, documenting procedures and delivering walkthroughs to the team, driving standardisation, adoption and knowledge transfer.
- Perform detail-critical proactive and confirmatory checks on first direct customer account-opening cases, including identity and document verification, KYC and due diligence, sanctions and adverse-media screening, and source-of-funds and source-of-wealth reviews.
- Identify issues, risk concerns and documentation discrepancies early and escalate them through approved procedures, providing clear, accurate and timely information to the relevant teams for resolution.
- Use ServiceNow and Microsoft Excel to track cases, manage workload and support operational reporting, maintaining high accuracy and adherence to banking controls.
- Collaborate with internal teams across global business functions to consistently meet agreed service levels and turnaround times, building strong stakeholder relationships.
- Work in a fast-paced, time-sensitive environment aligned to UK banking hours, supporting daily team operations, workload management and shared business targets.
