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Sriram Nag Kiran Palagummi

@sriramnagkiranpalagu

Operations SME at Cognizant supporting Edward Jones, guiding financial transaction corrections and trade-correction automation.

India

Message

What I'm looking for

I'm targeting Operations Lead, Assistant Manager, Senior Analyst, Business Analyst, GCC Operations, and Banking Transformation roles.

At Cognizant Technology Services, I provide operational guidance and process support to team members supporting Edward Jones. I handle complex financial transaction corrections and account transfer activities as an SME and Associate Team Lead.

I coordinate workload allocation and queue management, and serve as an escalation point for complex cases. I also monitor operational KPIs and KRIs and support Monthly Business Review preparation and discussions.

I own and maintain SOPs and process documentation, conduct quality reviews, and identify control gaps and recurring defects. I supported trade-correction automation to reduce manual error exposure.

Previously, at HSBC India, I managed UK Payments Repair operations and prepared operational and capacity reports using Excel. At Genpact India, I managed customer account lifecycles and contributed to process improvements; I also launched Scrum Foods and developed Agristore as projects.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert (Associate Team Lead)

Current

Cognizant Technology Services

May 2024 - Present (2 years 5 months)

Provide operational guidance and process support to 20+ team members, serving as an SME and Associate Team Lead for complex financial transaction corrections and account transfer activities. Act as a primary escalation point for complex cases and support team management activities including work allocation, coaching, and training.

Operations Management process excellence Quality Management Stakeholder Engagement Team Leadership Operational Risk Management KPI KRI Monitoring SLA Governance Capacity Planning Queue Management SOP Management Training and Mentoring MIS Reporting

Customer Support Executive

HSBC India

Jan 2015 - May 2024 (9 years 4 months)

Managed UK Payments Repair operations, ensuring timely resolution of payment exceptions and transaction issues within service and control requirements. Processed and investigated complex banking transactions while maintaining compliance with regulatory requirements and internal controls.

Payment Processing Transaction Investigation Regulatory Compliance Workload Management Excel Pivot Tables V Lookups KPI Tracking Quality Governance Escalation Management Training and Mentoring Process Audits

Process Associate

Genpact India

Jun 2012 - Jan 2015 (2 years 7 months)

Managed customer account lifecycles, including openings, terminations and reconciliations, with focus on accuracy and process compliance. Calculated fees for financial advisors in line with industry requirements and provided operational support for high-quality client service.

Account Management Reconciliations Fee Calculation Process Compliance Process Improvement

Jr. Assistant Sales

Sicagen India Limited

Nov 2010 - Feb 2012 (1 year 3 months)

Managed customer relationships, resolved inquiries, conducted product presentations and supported customer meetings. Collaborated with sales teams to achieve revenue targets through effective customer engagement and teamwork.

Customer Relationship Management Sales Support Product Presentations Teamwork