Dhuna GUNDAWY

• Present Responsibilities
• 16 August2022 to31 January2024
• Business Support Specialist – Business Management Team
• Focusing on strategic impact
• Providing MIs for decision making
• Operations and Process Enhancements
• Drafting Process flows
• P&L Reviews
• Department budget planning
• Devising plan to achieve business goals
• Organizing team building & staff contest

01 February2024 till date

• Business Support Specialist – Digital & Product Team

Responsible for digitalization & automation of services, transforming customers’ journey towards adoption of digital platform

• Having a forward-thinking approach aligned with
• Metrics to measure the success of initiatives
• Integration with overall strategy
• Work on product differentiation to increase competitiveness
• Emphasize the outcomes achieved aligned with business goals
• Review P& L
• Prepare Board Paper for different project & strategic alignment
• Review & advise on financial proposals
• Focus on how to improve & innovating channels (Intelligent ATM, Internet Banking & Mobile Banking Applications)
• Tracking project deliveries
• Enhanced team productivity by sharing knowledge and developing comprehensive troubleshooting guides.
• Streamlined help desk operations for faster response times and better service quality.
• Reduced turnaround time with quick wins, prioritization of tasks, monitoring and timely issue resolution.
• Collaborated with IT teams to implement system upgrades, ensuring minimal disruption to end users.
• Proactively sought opportunities for process improvements within the help desk department, leading to enhanced customer experiences overall.
• Improved customer satisfaction by efficiently resolving non-technical issues and providing clear solutions.
• Developed strong relationships with internal departments to facilitate seamless cross-functional support.

Front Office (from Nov04 to Feb07):

• Teller
• Customer Service Officer
• Acting Supervisor
• Key member for system upgrade project (Finacle) for front office

Back Office (Team Lead in Operations Centre as from Mar2007 up to2016)

• Activities relating to Balancing Unit such as Reconciliation of bank’s General Ledger with Trial Balance, Preparing Operations Unit reports for onward submission to Operational Risk Forum, Reconciling Nostro / Vostro Accounts, Worked on exception reports
• Issuing bank certificates/ testimonials
• Preparing Bank Report for Audit purposes
• Activities relating Legal Unit (2009 to2011)
• Data Management Unit
• Clearing Unit (Outward & Inward)
• Agency Banking – Post Office Transactions
• Processing Unit (Salary Payment, Macss, EFT, Standing Order, Direct Debit)
• Creation & Verification of Internet Banking Account
• Authenticating debit card applications
• Handled Complaint Desk from2007 up to2012
• Supervising Mailing Unit (tasks of office attendants/drivers) from2007 up to2016
• Managing Archives
• Leave Planning for staff members in the department
• Team Leader for Operations Team
• Participated in many projects for the bank
• Giving support to branches during Contingency to ensure business continuity
• Assisting & Reporting directly to the Head of Department
• Performance Appraisal of subordinates

Roles & Responsibilities as Operational Risk Business Coordinators (since2017 up to Aug2022)

– Risk Control Self-Assessment & Key Control Standard Assessment for Operations Management comprising of Centre of Excellence, Operation Centre, Trade Finance, Credit Services, Currency Unit, Insurance Unit, Card Operations, Call Centre & Online Support

• Capture actual and near misses on LDC – Crisil
• Supervising Control Unit / Business Support Team
• OIC for Mailing Unit
• Review process flow for Operations Management Team & providing sign off thereof
• Managing Archives
• Oversee Operations Centre
• Vice Chairperson of Bid Opening Committee
• Member in Bank Cost Containment Committee
• Key person in planning Work in Office v/s Work from Home
• Key member for DR (Disaster Recovery) in Operation Centre
• Giving support to Business Centres during Contingency to ensure business continuity
• Advising Business Centres whenever required
• Review Job Descriptions of staff in the unit
• Key Team player in Operations Department
• Assisting & Reporting directly to Executive Head of Department
• Having a dotted reporting line to Risk Department
• Performance Appraisal of subordinates