Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Priyashka Mangur

Priyashka Mangur

Summary

Experienced operations and complaint management professional with a proven track record in remittance processing, regulatory reporting, and SWIFT operations. Demonstrated leadership as an Acting Team Leader, overseeing daily team performance, resource planning, and process improvements. Skilled in handling complex customer complaints.

Overview

7
7
years of professional experience

Work History

Acting Team Leader

Absa Bank
04.2025 - Current
  • Supervise daily operations and monitor team performance to ensure service levels are met
  • Manage resource planning, including shift scheduling, overtime, and coverage for absences
  • Oversee complaint handling, operational tasks, and written communication channels
  • Support onboarding and training of new team members to ensure smooth integration
  • Drive process improvements to enhance workflow efficiency and reporting accuracy
  • Act as a key point of contact for escalations and support team development through coaching and feedback

Complaint Specialist

ABSA BANK LIMITED
05.2024 - Current
  • Managed and resolved customer complaints, ensuring high level of customer satisfaction and adherence to company policies.
  • Investigation of root causes and implementation of corrective actions.
  • Conducted training sessions for customer service representatives to enhance complaint resolution skills and ensure consistency in handling customer concerns.
  • Monitored social media channels and online review platforms to address customer feedback and complaints in a timely manner.
  • Implemented customer feedback surveys to gather insights and improve overall service delivery.
  • Quality Assurance on all complaints received.
  • In-depth understanding of the bank's products, services, and platforms allowing quick resolution of customer issues.

Trade Finance Supervisor

Bank One
05.2022 - 04.2024
  • Verified inward and outward remittance transactions
  • Oversaw weekly and monthly Nostro account reconciliations
  • Validated charges and commissions processed by junior staff
  • Supervised daily operations and optimized resource allocation
  • Prepared daily and monthly transaction reports for senior management, highlighting financial and performance metrics
  • Contributed to the implementation of process improvement initiatives
  • Managed monthly and quarterly regulatory reporting to the Bank of Mauritius (BOP 100, BOP 400, SUP 1000, and capital reports)

Transactions Processing Assistant

Bank One
01.2018 - 04.2022
  • Managing inward and outward remittance transactions
  • Processing applicable charges and commissions
  • Performing daily SWIFT transaction reconciliation
  • Conducting weekly and monthly reconciliation of Nostro accounts
  • Handling incoming and outgoing SWIFT-related queries
  • Providing training and onboarding support for new team members

Education

Bsc (Hons) - Management with Law

Open University Of Mauritius
12.2021

Higher School Certificate And School Certificate - undefined

Mahatma Gandhi Secondary State School

Skills

  • Customer service
  • Communication skills
  • Time management
  • Leadership
  • Organizational skills
  • Data analysis skills
  • Business Planning and Reporting
  • Root-cause analysis
  • Coaching and mentoring
  • Workflow automation
  • Quality assurance
  • Analytical thinking

Languages

English: C1 Advanced
French: C1 Advanced
Hindi: A2 Elementary

Timeline

Acting Team Leader

Absa Bank
04.2025 - Current

Complaint Specialist

ABSA BANK LIMITED
05.2024 - Current

Trade Finance Supervisor

Bank One
05.2022 - 04.2024

Transactions Processing Assistant

Bank One
01.2018 - 04.2022

Higher School Certificate And School Certificate - undefined

Mahatma Gandhi Secondary State School

Bsc (Hons) - Management with Law

Open University Of Mauritius

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Priyashka Mangur