1. ELIZABETH FERNANDES
Mobile: +91 9845402906
Email: elzi430@gmail.com
Passport: H4915762 – Valid till 7th
Oct 2019
DOB: 16th February 1986
Overview
A well-presented, polished and professional communication skills, both verbal and written. A proven ability to
display strong organizational skills. The ability to time-manage effectively and multi-task.
Will be comfortable in a team environment with changing priorities and time pressures, and have the proven
ability to work well with all levels of management in a confident, articulate and professional manner.
With in-depth knowledge of Transfer Agency with Business Analysis skills, hands on experience on ICON, EXP
AG, CITRIX, Sharepoint, CUTAS, Multifonds(MFTA),Workflow, QFAS Lotus Notes and Outlook.
SUMMARY OF SKILLS AND EXPERIENCE
 6 years of experience in the areas of Business Operations and Client Servicing.
 Expertise in using leading industry tools like MS Excel, MS Power point.
 Process Reengineering – Monitored business processes, identification of gaps, review/UAT (User Acceptance
Testing) of the processes, implementation of improvements and ensuring quality control of the respective
processes.
 Proficient at managing teams for running successful process operations & experience of developing procedures,
service standards for business excellence.
 Expertise in providing trainings to the new recruits & staff on Financial Processes.
 Possess excellent interpersonal, analytical, communication and organizational skills with proven abilities in
team management, customer relationship management and planning.
CAREER SUMMARY
Organization : Northern Operating Services Pvt. Ltd. (NOSPL)
Location : Bangalore
Duration : 2nd
Feb 2009 to 6th
Nov 2015
Designation : Technical Co-ordinator –UK and Ireland Transfer Agency Operations
Key Responsibilities:
Responsible for managing of UK and Ireland Mutual Funds (Dealing and Register Servicing) providing end to end
servicing to clients in a time bound manner with utmost importance to quality aspect. It includes Dealing
(Subscriptions, Redemptions ,Switches, Transfer In and Out) Direct Debits, Income Mandates, Stock Transfers,
Agent Maintenance,Regulatory Processes such as Anti Money Laundering(AML/KYC),FATCA,CASS(Client
Assets sourcebook).
 Incharge of the Quality Control Team of Business Operations (Dealing and Registration).
 Handles a team of 7 and monitors FATCA and AML Processing.
 Applied change requests, versions and addendums.
 Prioritized outstanding defects and system problems ensuring accuracy and deadlines were met.
 Ensure the quality of the day-to-day service equals or exceeds the performance targets as defined in the service
level agreements for each client.
 Facilitated User Acceptance Testing (UAT) and Regression Testing with the business users in co-ordination
with the Project team.
 Involved in formal review meetings with project teams and technical teams to report, demonstrate, prioritize and

2. suggest resolution of issues discovered during testing.
 Ensure that business risks are identified and reported and that an appropriate mitigation strategy is adhered to.
 Ensure smooth migration of new clients and new processes within UK and Ireland TA Operations.
 Representing the department during visit of Compliance Officers, Auditors and Management Companies.
 Work closely with the London Operations Team to continually assess new ways to reduce risk, improve
efficiency and develop internal control system.
 Capable to trouble shoot both within the department and with the customer overseas as and when required.
Special Achievements:
 Member of the Pilot Batch involved in the first transition for UK Transfer Agency process of Northern
Operating Services Pvt. Ltd.
 Successfully helped in migrating Dealing & Registration functions for 197 clients across 30+ sub processes
from London, UK. And Ireland.
 Migrated AML and FATCA Process from Onshore.
 Appreciation received for suggesting innovative ideas and successfully implementing them to improve existing
functioning of the systems/processes.
 Received Star Performance Awards for Quarter 2 and 3 of 2015.
 Appreciation received for achieving and exceeding the set Quality of 99.75% within a short span of time (4
weeks) from Head of Operations (UK) & Senior Management Team (India).
Organization : Convergys India Services Pvt Ltd
Location : Bangalore
Duration : 27th
Jul 2007 – 6th Dec 2008
Designation : Senior Customer Care Officer
Key Responsibilities:
Responsible for handling inbound calls from clients to solve their queries regarding their credit card and issuing of
new credit cards and food stamp cards to clients.
 Handled clients of HSBC Bank, J P Morgan Chase Bank, Orchard Bank, American Express, AARP New York
Max Life Insurance, Guthy Renker with responsibility for the operational activities.
 Responsible for Compilation and analysis of Team data, generating Team Performance Report and presentation
on a weekly basis.
 Responsible for Approval of Time Keeping in My Place for the team.
 Understanding the pros and cons of the business norms and regulations.
 Ensure the quality of the day-to-day service equals or exceeds the performance targets as defined in the service
level agreements in place for each client.
 Performed analysis of the existing system and evaluated benefits of the new system.
 Ensure that business risks are identified and reported and that an appropriate mitigation strategy is adhered to.
 Representing the department during visit of Compliance Officer and Auditors.
 Coaching and mentoring new recruits team of 15 partners to help them learn the business and help in overall
team performance.
Special Achievements:
 First to be promoted as Senior Customer Care Officer in the Team.
 Awarded as the Five Star Agent as a recommendation from HSBC Client Servicing Management Team
Chicago.
 Appreciation received for suggesting innovative ideas and successfully implementing them to improve existing
functioning of the systems/processes.
AREAS OF EXPERTISE
Team Management
 Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation
between team members.
 Setting out quality standards for various operational areas and ensuring adherence to it as well.
 Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis to

3. meet delivery requirements.
Process Management
 Mapping client’s requirements and coordinating in developing and implementing processes in line with the
guidelines specified by the client and regional offices.
 Analyzing the growth prospect of the process and working towards improving the same by fabricating various
related data and cascading it to the senior managers.
 Identify opportunities to improve process and initiate action to implement the ideas.
Customer Relationship Management
 Managing customer service operations for rendering and achieving quality services, maintaining breaches and
incidents, analyzing nature of complaints and taking corrective measures to minimize them.
EDUCATIONAL PROFILE
MBA (HR) from ICFAI University (through Correspondence)
B.SC (Biotech) from City College Bangalore, with 73%, 2007.
Studied State Syllabus from Sacred Heart Convent School, Hubli with 75%, March 2002.
TECHNICAL SKILLS
Software Skills: ICON, EXP AG, CITRIX, Sharepoint, CUTAS, MFTA,QFAS Lotus Notes, Outlook, Windows
and MS Excel and MS Power Point.
INTERESTS
 Reading Books and Listening to Music.
 Traveling and learning new technology.
 Playing Basket ball.
REFERENCES SHALL BE MADE AVAILABLE ON REQUEST
Signature
Elizabeth Fernandes